During a visit to Banfield Greenburgh…
During a visit to Banfield Greenburgh in 2022 Sasha was found to have an elevated alk phos level, the doctor instructed me to keep an eye on it. During her annual visit on 1/7/23 Sasha’s alk phos had more than quadrupled and was now >1900. Dr. Gordon prescribed a low fat diet, Denamarin and to return in one month to repeat labs. Dr. Gordon suggested that we should start with the least invasive treatment (diet and meds) if we don’t see an improvement then we would have a diagnostic ultrasound; I agreed and we scheduled a follow up appointment on 2/16/23. On 2/7 Sasha injured herself and was seen at an emergency room where her labs were repeated and alk phos was now >2000. I called banfield (as we had an appt already scheduled on 2/16 for repeat labs) and informed them that Sasha’s levels hadn’t improved with a strict diet and meds and that we should proceed with the ultrasound. I was told of the cost and received a callback a short time later that the tech was available on the 16th and to drop Sasha off at 0745. I arrive as instructed and drop her off, I was told that the tech would be there between 1030-noon and the doctor would call me immediately afterwards. I asked Jeanine (front desk registration) “Are you sure?” Because my visit in January was stained with a lack of communication, transparency, honesty, and professionalism (I can explain my concerns with that visit via phone call). I chose to return to banfield after that visit only because I received a second opinion that was in complete agreement with Dr. Gordon’s suggested plan of care. Jeanine assured me that Dr. Gordon would call post ultrasound. At 1209 I hadn’t heard from anyone (and was told the tech would arrive between 10-noon) so I called. Jeanine told me the Dr. would call me within 30 minutes; I again expressed concern because the last appt left me feeling unheard and without information and results that I’d paid for; again I was assured within 30 minutes I’d receive a call. I suggested that I could just come up there and speak to him in person and was advised not to and he would call shortly. By 1500…no call, I arrive to banfield apx 1515 ask for Dr. Gordon (he has now left the building on his lunch break). I ask to speak to a manager and I’m taken to Diane (manager in training). I explain my concerns dating back to the previous visit. Diane explained that indeed the ultrasound had been completed because “I helped hold Sasha down for the scan and the technician suggested cytology testing.” I told her yes, how long for the results, and was told it hadn’t been done “because we didn’t have permission.” I asked “Why on earth didn’t someone call, we came for a diagnostic study?” Diane explained that she didn’t know and Dr. Gordon would call upon his return. I pay for the ultrasound, leave, and once again await a phone call from Dr. Gordan. Dr. Gordan called at 1544 and explained that a “large mass” was found on her liver (which wasn’t a surprise for me given the persistent elevated alk phos) along with multiple small kidney stones. He then explained that fluids weren’t collected because coags hadn’t been obtained prior to the ultrasound and that I would need to return, pay for another ultrasound so the specimen could be obtained via ultrasound. I asked “Why on earth wasn’t this done today as this was meant to be a diagnostic procedure?” He then responded “Good question” and asked “What doctor did you see in January?” I explained that we saw him and agreed upon the treatment plan. He then explained that “I didn’t know Sasha was on the schedule or I would have scheduled the coags.” He then explained that he would speak to leadership regarding covering the cost of the the next ultrasound due to this “oversight”. I attempted to explain that was a great start but this encompasses so much more! One missed day of work, now will turn into two days. Increased stress while waiting on the second ultrasound THEN awaiting cytology results before discussing a treatment plan. My concerns seemed to fall on deaf ears as Dr. Gordan attempted to shift responsibility for this delay of care to front desk staff and scheduling. Again, I asked to speak with Diane and voiced by extreme disappointment, concerns and lack of comfort proceeding with banfield. I’d like either the ultrasound guided cytology cost be absorbed by banfield due to lack of communication or a refund of the ultrasound yesterday so that we can seek care somewhere else (the latter being by preference). Although Diane assured me she would work on a resolution she encouraged me to also reach out to corporate to expedite the process. No response to date.