I want to start by saying that my experience with the front desk staff at Heritage Animal Hospital has been very positive. The team was kind, responsive, and able to fit my kitten in on very short notice. And this review is in no way intended for those gracious individuals who were so kind and followed up with me afterwards to check in on him.
However, I do have serious concerns regarding the medical evaluation we received during a recent urgent visit.
My kitten was neutered on July 22 at Five County Spay-Neuter, (NEVER take your animal there). Within roughly 36 hours, he began experiencing vomiting and diarrhea, which escalated to the point of vomiting blood by the following afternoon. Prior to this procedure, my kitten had been examined by multiple veterinarians and consistently described as thriving and healthy for his age.
During our visit on Friday, 7/24, I specifically raised concerns with doctor about a possible reaction to anesthesia or medications given when he was neutered because the symptoms began soon after surgery. That possibility was dismissed, and the focus was placed on foreign body ingestion or parasites. When we inquired about an X-rays, we were advised that X-rays would likely not be helpful and were sent home with supportive care.
His condition worsened, and Sunday evening (8/26), we rushed him to BluePearl Emergency Vet. They performed X-rays and identified a blockage, explaining it could be due either to a foreign object or slowed intestinal movement from recent surgery/medication. Further diagnostics were recommended, but due to the cost of emergency care, we were unable to proceed there. They made him comfortable, provided guidance, and offered to forward records.
On Monday, 7/27, we took him to Complete Pet Care at Falls Pointe, where X-rays *AGAIN* supported a blockage. Surgery was immediately preformed. When they opened him up, no foreign object was found, rather it was Ileus (intestinal paralysis).
At this point, his medical bills have exceeded $5,500.
But beyond the financial impact, this has been an extremely difficult experience. This began on July 23, and since then I have missed work and spent days monitoring a rapidly declining kitten who was not eating, drinking, or even urinating normally. Watching him deteriorate to that degree before getting answers was incredibly distressing.
I am not suggesting this condition could have been prevented. However, I believe that a more thorough evaluation may have led to earlier intervention and reduced suffering for my pet.
These are my questions for Heritage Animal Hospital:
1) Given the very recent neuter, why were post-operative complications like Ileus not more seriously considered?
2) Why was imaging discouraged when it ultimately proved critical in identifying the issue? You said that it would be unlikely that anything would be seen. Yet, Blue Pearl and Complete Pet Care were able to diagnose based on X-rays.
Clearly, there is a knowledge gap with the provider or a lack of due diligence in evaluating the full clinical picture. Which resulted in a missed opportunity for earlier diagnosis and appropriate intervention.
Third time here, third time waiting an hour for simple, routine visits. You will wait at least 45 minutes to 1 hour in the exam room after getting “checked in” to see someone. My second visit was nearly 3 hours for annual shots. Appointment at 1:00? You’ll be waiting in the exam room until 2:00 before someone comes in.
