To transfer, or not to transfer
A pet owner in Miami is interested in neutering their cat.
Transfer - Provide the My ASPCA number (844-692-7722) and prompt 3 for Miami
NYC Post Op- Pit bull, lump the size of a clementine, e/d/u/d normal. No bleeding, no opening. No v/d.
Stable
Post op case - Maltese mix, 6yr, FS - Spay was yesterday and pet was pregnant at time of spay. Today the owner has noticed she’s been very lethargic and MM are pale. ER partner clinic would like to do ultrasound and potentially abdominal explore if there’s free fluid in the abdomen. Estimate is $3,000 before discount. Do you approve this?
Yes - Due to likelihood of hemoabdomen, urgent surgery is warranted. Since this is an owned pet, it’s ok that the estimate is a bit higher, we can still cover it.
A partner vet clinic in NY calls and asks if we can provide OAF assist stance for a pet owner who can’t afford their dog's pyometra surgery.
No - Partner clinics can’t refer to OAF. Instruct them to call CMS in the morning to inquire about a regular appointment.
Name 2 types of call VS might receive on the Adoptions line.
General adoptions info and RFI about adoption processes, return & surrender requests, lost pet & seized pet inquiries, questions from adopters, adopter survey calls, etc.
A caller would like to stop receiving mail from us.
Transfer - Send directly to the Member Support Other queue or provide the Member Support phone number
Miami Post op- DSH, FS- sx 6 days ago. O noticed just today that there is an opening at the cranial edge of the incision. No bleeding. Opening is minor. Pet is BAR, e/d/u/d well.
Stable
NY Foster case - DSH, 3 weeks, FI - Foster brought kitten to ER partner clinic as she hasn’t been latching, feels cold to the touch, and is unresponsive. DVM states they can do aggressive supportive care but even with this, the kitten may not make it. Overall prognosis is poor. Do you approve the aggressive supportive care or euthanasia?
Euthanasia due to poor prognosis, especially given this kitten is so young and likely a failure to thrive case.
A partner clinic in Miami says they have an OAF case being seen there for parvo and they would like to do 2 days of hospitalization and supportive care for $2,000. Prognosis is fair. Should you approve the full cost?
No - Approve the cost for supportive care and hospitalization for tonight, but let them know that CMS will be in touch in the morning about covering any additional days of hospitalization.
What are the 3 cities that we schedule appointments in through the Logistics line?
NYC, Miami, and LA
The caller is an ASPCA donor and would like to report a concern that someone in their neighborhood has left a dog chained up outside without food or water.
Don’t transfer - Regardless of if they are a donor, they should be directed to their local animal control/law enforcement.
LA Foster- Kitten has lost weight over the last three days. Is refusing food tonight, and just had one incident of diarrhea.
Not stable
Post op case - DSH, 2yr, MN - Neuter was 2 days ago and cat has been straining to urinate since coming home. Partner clinic believes he has a urinary obstruction, likely due to the stress of transport to our clinic and surgery. They would like to unblock and provide supportive cares tonight for $1,300. Prognosis is good. Do you approve this?
This is a tricky one! Even if the UO could be due to the stress of transport/surgery, it’s not caused by the neuter surgery itself so we would not cover anything other than the initial exam if we sent the pet in.
This is similar to if the partner clinic says a URI or other viral condition was picked up at our s/n clinic - we still wouldn’t cover since not directly caused by the s/n.
An LA Foster has a kitten in need of medical care tonight, but says they don't have a car to get to the partner clinic and asks about transportation assistance because they have had a Lyft ride from us in the past. What should you do?
Encourage them to seek other transportation options such as asking for a ride from friends/family/neighbors or if they can take a Lyft/Uber themselves. We would not reimburse them for it. (If it’s extremely urgent medical concern and they say they cannot do any of these other options, call Jenni, Carrie, or Amanda.)
Name 2 types of call CMS might receive on our Member Support line.
Donation, amount change, info update, preference change, premium request, general ASPCA info/feedback
A pet owner in Asheville, NC called because their pet was prescribed Trazodone after neuter surgery at ASNA and they gave the pet too many of the pills tonight.
Transfer - You can still do a gratis APC consult first, but then transfer to Medical Support queue.
DSH, FS, 1y- had spay surgery today and is very lethargic/ weak has vomited once and owner is not sure if she is pale or not. They do think she looks bloated.
Not stable
LA Foster case- DSH, 4mo, MN, kitten was v/d, lethargic. Panleuk snap neg. Supportive cares SQ fluids, Cerenia, Probiotic packets, fecal profile, de-worming. What two items would not be approved?
Do not approve the fecal profile or deworming. Everything else is ok. (The dewormer is a no because we likely already have provided this given it's a foster kitten.)
An overnight CMS caller states they will be going to the ASPCA Adoption Center to get their dog back that was seized by NYPD and will beat up any staff members who try to stop them. What should you do?
Alert the APC TL who is in/on call so they can listen in to the call to provide guidance as needed. Also ask the TL to immediately contact Jenni, Carrie, or Amanda so they can alert Safety.
What are the 3 potential routes of care for a post op patient with concerns related to surgery?
At home recommendations, internal recheck, or partner clinic recheck
A pet owner in LA called APC for their cat that ingested something toxic and you determined they need to be seen at a hospital. The owner can’t afford to go to a vet clinic and asks for assistance.
Don’t transfer - We do not have a hospital in LA, only S/N and PPC clinics that cannot see emergency conditions.
NY Foster case- DSH, 3y, FS- patient has URI and foster has been giving meds at home. She calls tonight and says that she saw the cat open mouth breathing twice in the last hour, but now RR is normal, and the cat is breathing easily. Gums are pale pink, and the cat is QAR. Thick nasal discharge present. Patient has refused food for two days. It’s 4am and client wants to wait until the morning to go in. What is your recommendation?
Because of the OMB instance and gums are pale pink, I would first ask if the nares are plugged shut. If so then cleaning them off and steaming the cat could be something she could try if she refuses to go in for care.
Ok to wait for morning but go to ER clinic if RR becomes labored or open mouth breathing starts again
ASNA case- Mastiff Mix, 2Y, MN- sx 4 days ago. Patient sent in to manage suspected scrotal hematoma. eDVM calls and would like to do a scrotal ablation. Estimate is only $1500. Do you approve this?
Don’t be fooled here! We don’t ever do emergency scrotal ablations.
A NY Adoptions staff call for triage assistance after their DVM has left for the evening. What form do you fill out?
It’s not the normal overnight form! There is a separate form for Adoptions emergency overnight medical care.
Name one of the referral sources for OAF cases.
CM, surrender prevention, CE, NY social service agency partners, urgent after-hours HE