Several months ago, I took my German Shepherd service dog to the Desert Hills Animal Clinic, 1039 East Carefree Hwy, Phoenix, AZ 85085 for a vaccination clinic. Having been a regular client for the prior five years and a referrer of many clients to the hospital, it was my intent to secure the normal series of annual vaccinations and boosters for her, as well as to get her a follow-on rattlesnake immunization injection.
While Dr. Gold was administering this series of shots to my service dog, actually having his hands on her, I asked him for his advice--and if he could quickly look into my pet’s ears to help determine if I should make a separate appointment for her, as she seemed to be in discomfort--and some insight from him would be helpful regarding what treatment she would need, as I did not want her to remain in a state of discomfort for an extended period.
Dr. Gold immediately informed me he was “…too busy…” to do so and I needed to have my service dog seen at a later date (the quickest opportunity being a Monday, as the clinic was busy on that Saturday). I clarified my request to him, which might have taken less than a minute, to ensure he understood I was not seeking treatment, only some veterinarian guidance. He still refused and, my having already paid my bill, I left without any further word. I consequently took my service dog to a veterinarian friend in Scottsdale and he administrated treatment to my Shepherd for a yeast infection in her ears.
During the following week, I received an unsolicited “Patient Satisfaction Survey” from the Desert Hills Animal Clinic and I responded, reflecting my genuine dissatisfaction with Dr. Gold’s attitude and customer service orientation. I had no contact with the animal hospital since that time.
After an extended period of many months, I contacted via telephone the Desert Hills Animal Clinic at the end of February 2015 to make an inquiry about ear treatment for my Shepherd. As soon as the receptionist had my call, Dr. Neidigh got on the phone--and he abruptly inquired the reason for my contact--expressly in light of the “Patient Satisfaction Survey” rating and comments I rendered focusing on Dr. Gold’s poor response to my request the prior year. At that point, Dr. Neidigh attempted to chide and to admonish me for not contacting him directly the day of the incident and for my “not following the chain of command” (his words).
I explained : (a) I previously responded to his clinic’s “Patient Satisfaction Survey,” as requested by his organization; (b)I assumed I would NOT get Dr. Gold as a medical practitioner again; and (c) I knew it was NOT my responsibility to call his clinic to render a “report” on one of his staff--only to be placed on some indeterminable “hold,” and to be informed he was “busy” or “unavailable”--and I should leave a message and await a call back at some point in the future. Additionally, (d) I noted if clear, honest results from a “Patient Satisfaction Survey” were NOT welcome, they should not be solicited in the first place.
Ironically, Dr. Neidigh AGREED with me Dr. Gold’s actions were NOT in keeping with good client service; however, he singularly focused on my rendering my ratings and comments on the “Patient Satisfaction Survey.” My reasoning was if he or his clinic only wanted positive feedback, they should not expect it and, in any case, they need to focus on the causes of patient satisfaction problems, not the reporting or ratings of them.
In sum, it was obvious I would take my business elsewhere and I would no longer make referrals of the Desert Hills Animal Clinic; hence, I also sent a request for the Desert Hills Animal Clinic to transfer my service dog’s records elsewhere.
As it appears, Dr. Neidigh’s actions and attitude were a classic “confusion between efforts and results,” as this review will also be posted elsewhere. It is apparent Desert Hills Animal Clinic has more than enough business if it fails to respond to valid client feedback--rather than to embrace an adversarial or confrontational “relative horsepower” trip with long-term clients, which does not work. In sum, it will be most interesting to see if my original rating and comments, along with this report, will be posted on the Desert Hills Animal Clinic website, as it certainly will be on the Internet in other portals.
Jon M. Corey, PhD
by Ranger
xxx.xxx.36.5
February 07, 2015
