I brought my 14-year-old dog to VEG because he was experiencing sudden and significant neurological…read moresymptoms. This was an extremely emotional and frightening situation because he had been part of my family for nearly 14 years, and from the beginning I did not feel that my experience with Dr. Lawrence was handled with the level of compassion, communication, or respect that the situation deserved.
One of my first concerns was that I did not feel a very detailed history was obtained regarding what had been happening with him. When the nurse later reviewed the recommended testing, one of the tests was a CBC. I understood why Dr. Lawrence recommended it. She wanted to see whether there was an elevation in the white blood cell count that could potentially indicate infection. However, there were no other signs at the time that suggested he had an infection, and his presentation was primarily neurological. Based on what was happening, I did not feel that a CBC was necessary for the immediate issue we were dealing with.
I fully understand that veterinarians want to rule things out and that diagnostic testing can provide additional information. My issue was not that the test was offered. My issue was how I was treated when I declined it.
As a pet owner, you should be able to decline a test, whether because you do not believe it is necessary, because you cannot afford every test being offered, or because you simply want to understand what other options are available. That decision should be met with understanding, education, and alternatives. Instead, after I declined the CBC, the nurse went and got Dr. Lawrence, and when she returned I felt that her attitude toward me was aggressive and confrontational.
The interaction gave me the impression that if I did not agree to the exact plan she wanted, there were no other options. It felt very much like, "You need to do this my way or there is nothing else we can do." That is not how someone should be treated while trying to make difficult medical and financial decisions for a critically ill pet.
Not everyone has thousands of dollars available for emergency veterinary care or hundreds of dollars to spend on every diagnostic test that is recommended. Owners should be told what a test is looking for, how important it is to the immediate plan of care, what the limitations are if they decline it, and what other reasonable options may exist. They should not be made to feel guilty, difficult, or irresponsible for asking questions or declining something.
Another issue was how the plan of care was communicated. Instead of having that conversation privately with me in the room, parts of the discussion took place in an open area where other people could hear. I was already extremely emotional watching my dog deteriorate and trying to process the possibility that he could pass at any time. Having those discussions in an open setting did not feel appropriate or compassionate.
Throughout the experience, I also felt that my questions were dismissed or treated as though they were insignificant. I work in the medical field, so I naturally had questions about his symptoms, the reasoning behind certain tests, and what the possible next steps were. I expected a respectful conversation. Instead, I repeatedly felt talked down to and treated as though questioning the plan was a problem.
My dog was ultimately transferred to BluePearl and seen by Dr. Lucas, who is also an ER veterinarian. The difference in the overall experience was vast. Dr. Lucas was compassionate, thorough, respectful of my privacy, and very aware of how emotional and overwhelmed I was. She explained the situation clearly, gave me multiple options for how we could proceed, and made sure I understood what each option could and could not tell us.
Most importantly, I wasn't spoken to in a condescending manner for asking questions, declining something, or considering cost. I felt informed and supported rather than pressured.
I do not know how long Dr. Lawrence has been practicing, and I do not want to make assumptions about her level of experience. However, I sincerely hope she works on her bedside manner and on how she communicates with families during extremely emotional situations.
Pets are family members. When someone is sitting there watching an animal they have loved for nearly 14 years decline in front of them, they should be treated with compassion, patience, dignity, and respect. Owners should also be treated with understanding when they have concerns about testing, finances, or different treatment options.
There was also an issue with the billing. I was provided an estimate where the higher amount appeared to account for up to a 12-hour stay. My dog did not remain there for the full 12 hours because he was transferred, yet I was still billed that amount.
Based on how I was treated during one of the most devastating moments I have experienced as a pet owner, I would NEVER return to Veg for my animal's care.