Page 29 - Client Coordinator

Complications in PATIENT CARE:

If we have a patient who has complications following medical or surgical
care we will handle it in ONE OF TWO ways:

1. If the complication is a result of OUR ERROR: The original service AND ALL remaining care to correct
this complication is completely free to the owner. Everything will be entered into the patient record
under the appropriate doctor with the regular prices then a “8052 Professional Discount” is entered and
the price is changed to a negative amount under the same doctor to make the total charges as pertains
to the complication are zero. Services unrelated to this complication are charge at regular prices.

Examples:
i. A patient was given an injection overdose due to someone misreading or not looking at
the syringe.
ii. A patient was dispensed the wrong pills and had a reaction to the medication.
iii. A patient gets into a fight with another dog in our care because one of the dogs was not
on a leash in the hospital as required.

2. If the complication was NOT UNDER OUR CONTROL and there was no way of us knowing how could
have prevented it: The owner pays only for medications and products. We discount any exam fees using
the “8052 Professional Discount” as above.

Examples:
i. A patient has a suture reaction after a spay.
ii. A patient has a vaccine reaction to vaccines WE GAVE that we had no prior history of.
iii. A boarder is vomiting despite us giving the proper care, food, monitoring, etc.

Note: On some occasions patients under our care are not responding to our treatment plans or are getting
worse even with our best efforts. THESE ARE NOT COMPLICATIONS AS DESCRIBED ABOVE. These cases may
require multiple exams, medications, etc, all at regular price.

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