Ace Vet Care — Balestier Road

When Your Vet Fails to Communicate

We trusted them completely. We believed we had been adequately informed.
But critical CT scan findings were never communicated to us — and by the time we knew the truth, it was too late.

What Happened at the Vet

On October 31, 2025, we attended a follow-up consultation to review Solo's CT scan results. The vet told us there were "no significant concerns" and that everything appeared normal. Solo was prescribed Keppra and referred to a neurologist.

What we were NOT told: The CT scan report documented soft palate abnormalities with "uncertain (equivocal) clinical significance" and a "possible neoplastic (tumour-related) cause", based on the notes provided by the vet.

            
            No physical examination was conducted during this consultation. No urgency was communicated. No discussion of medication side effects.
        

What the CT Scan Report Said

Abnormal soft tissue observations

Uncertain (equivocal) clinical significance

Possible neoplastic (tumour-related) cause indicated

What We Were Told

"keppra recommended"

"No brain tumour"

"Everything appears normal"

Solo's Complete Medical Timeline

Early May 2025

Solo developed persistent mouth chattering. We brought him to our regular veterinarian, who referred us to a dental specialist.

21 May 2025

We consulted the dental specialist, who recommended dental surgery as Solo had some infections due to teeth decay issues.

29 May 2025

Solo underwent dental surgery. However, after few months of recovery, the mouth chattering persisted. As there was no improvement, we decided to seek further opinions.

10 October 2025

We brought Solo to Ace Vet Care Pte Ltd (Balestier Road) to seek a vet's opinion. The attending veterinarian advised that a CT scan be performed to rule out neurological causes, including the possibility of a brain-related condition.

16 October 2025

Solo underwent a CT scan. The CT scan report was completed and forwarded to Ace Vet Care on 29 October 2025.

31 October 2025

We attended a follow-up consultation with the Vet at Ace Vet Care to review the CT scan findings. During this consultation, we were informed that there were no significant concerns identified in the scan. Solo was prescribed Keppra to manage the symptoms, and a referral to a neurologist was suggested. No CT findings requiring urgent further action were communicated to us.

20 December 2025

Solo developed difficulty eating. We returned to our regular veterinarian, where a large mass was identified at the back of his mouth. We were immediately referred to a specialist hospital.

24 December 2025

Solo was examined by a veterinary oncologist and underwent further imaging and a biopsy.

31 December 2025

We were informed that Solo had been diagnosed with advanced-stage oral malignant melanoma. The tumour was described as large (approximately 4.6 cm × 2.1 cm × 5.0 cm). Due to its size and location, surgical removal was considered high-risk. Other treatment options were not available locally.

Consultation Experience

No Physical Examination

Vet did not examine Solo during the follow-up consultation — clearly reflected in official consultation notes.

Lack of Informed Consent

Keppra prescribed without checking Solo's pre-existing kidney issues. No discussion of potential side effects.

No Urgency Communicated

Neurologist referral given but no urgency. We thought monitoring his condition was reasonable.

We Had to Self-Research

Concerned about kidney side effects, we researched Keppra ourselves at the clinic and declined the medication.

Key Concerns — What Went Wrong

No Communication

No records of Findings of CT scan communicated to us through messages, email or any form of correspondence

Verbal vs Written

Discrepancies between verbal claims and official written records

Missing Evidence

CCTV recordings deleted after retention time Verbal vs written change to inconsistency - discrepancies between vet’s claim and document provided by vet

Why We Are Sharing This

We are sharing this timeline to document our experience and to highlight the importance of clear and comprehensive communication when reviewing diagnostic results.

Had the significance of the CT scan findings been communicated and properly explained to us, we would likely have looked into further tests, like a biopsy sooner, to get appropriate treatment for Solo. Because we did not have the information to make informed and educated decision, we did not know to take further steps until the tumour grew to a massive size and by then, the available treatment options were significantly more limited.

            
            We hope that by sharing Solo's case, other pet owners will feel encouraged to: Ask for detailed explanations of all findings, clarify next steps and follow-up plans, and request written summaries from the veterinary clinic.
        

Key Reflections

The importance of clear communication during medical consultations
The importance of pet owners understanding diagnostic findings and recommended next steps
The value of maintaining clear written records and consultation summaries, or requesting them from the clinic
The emotional difficulty faced by pet owners navigating complex medical decisions, and the importance of full and clear explanations to allow pet owners to make informed decisions about their pet's care

Follow-up Actions

Following Solo's passing, legal advice was sought, and formal letters were issued to the clinic. The clinic, through its lawyers, has denied liability.

Discussions took place on a possible settlement on terms of confidentiality, but we decided not to proceed as we wished to share this experience and reflections publicly — to encourage greater awareness, communication, and transparency in veterinary care.

We Deserved Better. So Does Your Pet.

Read the full timeline, review the CT scan findings, and learn how to protect your own pet from the same failure.

Read Full Timeline View CT Scan Report