Keep Those Stories Coming

Recently, Dianne Yokum, practice manager of Smoky Hill Veterinary Clinic, shared with us a story that makes the Pet Partners’ team very proud to be who we are and do what we do. We hope it inspires you and encourages you to continue sending us stories about your practice, your clients, and the most memorable pets you’ve encountered.

Steve called our office at 10am and reported that his pit bull was having continual seizures since 5am. He let us know that he was out of work and had no money for his dog’s care. He also informed us that he had called around to several other veterinary clinics and hospitals in the area and no one would treat his dog due to his financial constraints.

Leslie, our receptionist, told me Steve was on the phone and she was not sure what to do. She asked me to talk to him. My first thought was that I would probably tell him the same thing, we do not do bill and so he would have to pay at the time of service.

When I answered the phone and heard his dilemma, I could not help but feel compassion for him. The desperation in his voice made me stop and think, “How can we help Steve?” If I let him come in, would we be treating his pet for free? He just told me he did not have any money. But, I heard something else in his voice: honesty, true love and loyalty for Ashes, his beloved pit-bull. I trusted my gut and asked Steve, “Do you at least have $55 so we can have one of our doctors examine Ashes?” He said yes, and I told him to come on in, knowing we would at least be able to examine Ashes, and I would help him apply for CARE Credit. He said he already had tried a couple of years ago and was denied. I told him we need to get Ashes in now, and we will figure out payment later. I knew I was taking a big risk, but Ashes was having a seizure and falling down the stairs as we were speaking.

I warned Dr. Rosalie Jorgensen we have a seizing dog coming in and an owner with no money. I suggested to Dr. Jorgensen she might want to do minimal care because we may not be getting paid for it.  I told her I would work with him when he arrived to figure out how he could come up with the money.

Steve came in with Ashes. She was in status epilepticus. We rushed Ashes in the back and immediately started giving medications to stop the seizures.

Steve was clearly upset and panicked about his dog. I asked him if he would like to sit down and have some water. I told him that I was glad that he brought Ashes in because she needed medical help immediately.

Steve and I went into a room. I let him know that it could end up costing at least $500 to properly treat Ashes. He said there was no way. He did not have that kind of money. He only had $75 with him.

I said, “Steve, your dog needs treatment. We need to figure out how we are going to pay for treatment.” I told him to try to apply for CARE Credit. The trick was to call everyone he knows and ask if they will co-sign for him, so Ashes could be helped. I let him know that most of our clients who use CARE Credit do need a co-signer. I let him use the phone in our exam room and closed the door so he could have some privacy.

Dr. Jorgensen came in later. She sat down next to Steve, explaining what Ashes was going through and the severity of her condition. She explained what she could do and how much it would cost. Steve said he had $75 dollars and could get $75 more from his sister, who had also been denied for the CARE Credit. Dr. Jorgensen did not judge Steve. She just let him know what she could do with the $150. She explained that future blood work would be required to monitor Ashes’ medication levels, and that Ashes would need to be on life time daily medication.

This is when I saw a turning point in Steve’s eyes. He was now on a crusade to find the money that he needed for Ashes. I could see the trust and appreciation in his eyes for what Dr. Jorgensen did for him. I saw the appreciation in his eye for our staff that was running around dropping everything to treat Ashes. Our staff treated Steve with respect and dignity and was focused on helping his dog.

He then left to find someone to co-sign for him and said he would let us know if he came up with more money for Ashes full treatment.

Steve called a few hours later: His brother-in-law co-signed for him and he was approved for $500. We were given the permission to do blood work and further treatment for Ashes.

Steve came back that evening to find that Ashes had responded well to treatment.

Ashes won, because her seizures were controlled.

Steve won, by being able to get help for his beloved pet.

All of us at Smoky Hill won, because we were able to help a pet in an emergency situation. Our group efforts to provide excellent customer service resulted in a very happy client and a patient who left our clinic wagging her tail.

Seeing the thankful look in Ashes’ eyes was like receiving an award for the most compassionate care.

We appreciate the support of Pet Partners that allows us to keep practicing great medicine and helping patients like Ashes.