When Amber, Dr. Marchi's wife, apologized to me and promised to "grow from this" (referring to my pet's botched euthanasia), I believed her. However, I am saddened to learn that they have chosen to double down on their broken processes by appending the following paragraph to their website: "For cats specifically, it is incredibly rare where the placement of an IV catheter is necessary. If they are not very sedate, full restraint is required and they do not appreciate this. Under the skin only takes seconds and is a quick sting. Unless they are rather sensitive, we usually only see a little jump or vocalization, and some do not react at all. The second shot is delivered into the belly area and they are almost always gone within minutes, if not seconds. Like the first injection of sedative, sometimes a second shot of the euthanasia solution is required, but this is not common."
When Dr. Marchi failed to administer the IV method to my pet at my request, it was not because they were unwilling or incapable - it was simply because they had failed to properly document my request, as well as share it among their staff. Remember: Dr. Campbell eventually did administer the IV method to my cat, so any talk of adhering to a "process" is disingenuous.
A few thoughts on Dr. Marchi's updated website verbiage:
"For cats specifically, it is incredibly rare where the placement of an IV catheter is necessary." - This passage is a classic red herring. Whether it is "necessary" is not the point - it is about the PREFERENCE of your customer. If your customer requests the IV method, and you are unwilling to provide this service, you are bound by a code of ethics to advise your customer accordingly so that they can seek at-home euthanasia services elsewhere. My cat, Jenny, was euthanized at VCA San Francisco, where the IV method was used as their standard operating procedure; in fact, I did not request that they use that method. Additionally, two of Scotty's veterinarians in Orange County (both at different veterinary hospitals) have stated that they always use the IV method in their own practice. Therefore, Dr. Marchi's contention that the use of an IV catheter is "incredibly rare" is, at best, misinformed.
"If they are not very sedate, full restraint is required and they do not appreciate this." - This passage is confusing and potentially misleading. The sedative could be injected into a muscle first, followed by the euthanasia solution into the IV catheter after the sedative has taken full effect. The IV catheter does not need to be used for the sedative injection, while the pet is fully awake. Because the euthanasia solution is injected AFTER the sedative is administered, the pet would already be sedated such that there should not be a need for "full restraint" when applying a catheter. In other words, no stress would befall the pet since he/she should already be adequately sedated by a muscle injection. It is also a moot point since the euthanasia solution should not be injected if the pet is not properly sedated. More red herring. By the way, you are basically admitting that the sedation protocol does not always work as intended, which could have been the case with my Scotty.
Injection into the "belly area" requires the absorption of the euthanasia solution into the bloodstream, which always takes more time than the intravenous method to reach the heart. This is a medical fact. And there should be no attempt to obfuscate this fact.
You learn far more about a business enterprise by observing how they handle customer complaints, as opposed to reading the echo chamber of praises that are devoid of any detail or substance - as is commonplace on Yelp, unfortunately. When I initially provided my Yelp review on Dr. Marchi, it was, and still is, with the intention of helping others who are seeking at-home euthanasia services - not to cause harm to Dr. Marchi's business (which is why I originally granted three stars).
Bottom line: I am not naive into thinking that Dr. Marchi would ever take ownership for their mishandling of my beloved cat's euthanasia, nor do I need for them to. Caveat emptor ("let the buyer beware"). read more