After 25 years of prior experience with Dr. Brum at Angell Memorial, I returned to Boston after 17 years in NY and requested an appt, with Dr. Brum for my 3 dogs -- one of which is 15 yrs. Old and has kideney disease. First they made up a fictious $70 bill -- 18 YRS. OLD THAT THEY NEVER MENTIONED IN ALL THAT TIME, that they said I had to pay if I wanted an appt. A bill for one of my dogs, I got in NY who HAD NEVER BEEN TO ANGELL MEMORIAL OR BOSTON -- ALSO THEY COULD NOT SUBSTANTIATE WITH AN INVOICE OR ANY PROOF OF MEDICAL SERVICE. Although I disagreed with the bill, I paid to get an appointment.
When I told the I wanted only Dr. Brum as I had read the reviews and was concerned about other drs. An especially the intern they suggested, following is the email I received. KEEP IN MIND THIS IS AN AGENCY THAT IS SUPPOSED TO CARE FOR AND ABOUT ANIMALS AND INVENTED A BILL FROM GOD KNOWS WHERE THAT I PAID TO GET AN APPT. READ THIS MEMO AND THE REVIEWS BELOW AND SAVE YOUR BELOVED PET AND GO ELSEWHERE:
O'Neill, Matthew <*******@mspca.org>
Tue, Aug 29,10:05 AM (11 days ago)
To me
Dear Donna,.
My name is Matt O'Neill and I'm the Director of Client Services here at Angell Animal Medical Center. I hope that it's okay that I'm reaching out to you via email today. A member of Angell's Internal Medicine staff touched base with me regarding your plans to have Hannah seen by our Dr. Brum and thought that I should be aware that you were planning to come in. Having read now through the record of your recent and historic exchanges with our staff, I'm glad that they did. I have to be frank, my experience has taught me that there are times when a client and a facility are just not a good fit and, in those times, a new start with another hospital is best for all involved. Taking into account how things played out with your visits to Angell back when Hannah was a puppy and then more recently as our staff attempted to collect your historic balance, I believe that to be the case in this instance.
Even though I can recognize that much of that history is long behind us, I still do not feel that it is in anyone's best interests for you to pursue ongoing care for your pets at Angell Boston (…or any Angell affiliate). Given that your prior Angell experience resulted in that (albeit small) balance going unpaid and recent interactions regarding that balance have been strained, it does not feel like any ongoing relationship between you and our hospitals is set up very well for success. I can appreciate that our documentation may not paint a complete picture of how those historic events may have unfolded on your end. That said, I do think that it is indisputably evident that your faith and confidence in Angell's ability to meet your needs have been compromised. It's clear from your recent interactions with us that, while your faith in Dr. Brum cannot be questioned, your faith in the rest of our hospital (Emergency service, Accounting staff, etc.) pales in comparison. We at Angell know how important it is, when entrusting us with the care of a beloved pet, that you feel assured that you are putting them in the very best hands. Once that faith has been questioned, it becomes very difficult to repair and future interactions can become strained. With client communication playing such an essential role in patient care, we do not feel comfortable with the prospect of our trying to provide care to a client where effective communication is not ensured.
Simply put, I do not feel that – given the history here – we would be able to have a successful client relationship with you. As such, I am writing today to ask that you refrain from booking future appointments with any Angell facility. We hope that you will see this step as one that is taken with everyone's best interests in mind. I think we can all agree that making sure that Hannah's needs are met is our main goal. I am hopeful and confident that one of the other options for pet care in the area will be able to meet all of your veterinary needs.
Yours Sincerely,
Matt
Matt O'Neill
Director of Client Services
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