Wrong Procedure: Vet Removes Dog's Eye Without Permission

A dog owner got a call on Monday that shook her to the bone.

"I got hysterical," said dog owner Kimberly Hayden. "I was like what are you (the veterinarian's assistant) talking about? She was there for a follow up. And she goes, 'no, we extracted her eye.'"

Hayden has owned 13-year-old Chloe her whole life.

"You weren't authorized to do any of that what do you mean you have taken my dog's eye out. And she (the veterinarian's assistant) is like hold on a minute we have more than one Chloe here today maybe I have the wrong file."

The Tyrone Banfield Animal Hospital had the right file, but performed the wrong procedure on Chloe. On Friday Chloe's left eye looked like it was tearing up and irritated. Hayden took her to the hospital.

"They said she had an abrasion on her eye. And the first thing they said was bring her tomorrow (Saturday) morning and have her eye removed. I said no what are other options?"

She went with a medicine-only option hoping to avoid removing the eye. So she went with eye drops and other medication for over the weekend, then brought Chloe back in Monday just for a "follow-up" so the vet could watch her eyes throughout the day to see how the dog was doing. Then, after Hayden was done with work that day, she would pick up Chloe.

Hayden said she was happy to see the medicine looked like it was helping by Monday morning.

"Then next thing I got was a call saying my dog was recovering well from surgery," said Hayden.

The hospital sent 10 News this statement admitting it failed to get permission for the surgery but say it was necessary:

"At Banfield Pet Hospital, we are committed to partnering with clients in all decisions regarding their pet's care. In the instance of Chloe, although the care provided was medically necessary based on the severity of her condition and lack of response to therapy, we did fail to get surgical authorization from the client on the day of the procedure. However, we had previously discussed the need for surgery with the client — we also communicated that surgery was critical to alleviate Chloe's pain and potential for infection. We apologize for the lack of clear communication and will continue to attempt to reach Ms. Hayden in an effort to further resolve her concerns. In the meantime, we wish Chloe a speedy recovery." -- Ari Zabell, DVM, client advocate for Banfield Pet Hospital.

Hayden has posted her story on Facebook and reached out to media such as the Bone radio show with host Mike Calta. Calta talked with 10 News and provided us with Hayden's name so we could reach out to her. Hayden said she was glad that he did that because she wants to warn everyone she knows about the Tyrone Banfield Animal Hospital inside the Petsmart.

She said she will never take Chloe back there again even after the manager's apology.

The hospital provided this statement to WTSP:

"At Banfield Pet Hospital, we are committed to partnering with clients in all decisions regarding their pet's care. In the instance of Chloe, although the care provided was medically necessary based on the severity of her condition and lack of response to therapy, we did fail to get surgical authorization from the client on the day of the procedure. However, we had previously discussed the need for surgery with the client — we also communicated that surgery was critical to alleviate Chloe's pain and potential for infection. We apologize for the lack of clear communication and will continue to attempt to reach Ms. Hayden in an effort to further resolve her concerns. In the meantime, we wish Chloe a speedy recovery."

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