Page 76 - Receptionist

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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