Complain

RE: Complain

grumpyoldman — Fri, 20 Oct 2017 00:17:19 GMT

I hate emptying anal sacs and always offer to remove them after a fistula as they often reoccur , sadly many do not take us up on the offer and the problem repeats itself . That is a "policy" of sorts and stops this sort of nonsense. The discount was a goodwill gesture but is being misinterpreted as a sign of weakness by a gargoyle who wants to turn their problem into your problem and get a freebie . Offer a referral or suggest a 2nd opinion but don't give them anything.

RE: Complain

Chris Milligan — Thu, 19 Oct 2017 23:07:51 GMT

[quote user="J G Wray"]You're quite chippy about bosses. Is there a reason?[/quote]

Yes - I think there's a major disconnect between those not-quite-recent grad vets and people that own clinics - job dissatisfaction in the veterinary profession is high among this demographic and it's often traced back to bad relationships with clinic management. Corporate stooges in JVPs can be inflexible and independent owners can be...irregular in how they manage human resources. By no means is it the norm but it's a widespread enough issue to have definitely contributed to the droves of 4-10 year qualified vets switching to locum work or moving abroad.

Probably stems from the fact that vets of all ages hate being told what to do :D

(I'm also a boss so don't take it personally ;) )

RE: Complain

J G Wray — Thu, 19 Oct 2017 08:37:14 GMT

[quote user="Chris Milligan"]Trying to appease a client by not standing up for your vets is a large reason why assistant vets are fed up with the boss class. [/quote]

[quote user="Chris Milligan"]Write a letter of resignation and put it on your boss's desk - they obviously do not have your back. Much better to lose a shitty client than a vet that cares as much as this about something so stupid and if your boss doesn't appreciate that then teach them the hard way.[/quote]

You're quite chippy about bosses. Is there a reason?

RE: Complain

Chris Milligan — Wed, 18 Oct 2017 21:25:26 GMT

Trying to appease a client by not standing up for your vets is a large reason why assistant vets are fed up with the boss class.

RE: Complain

Niall Taylor — Fri, 29 Sep 2017 07:09:05 GMT

Far too extreme, particularly when we don't have all sides of the story. Trying to appease a client with a rebate is hardly the crime of the century

Niall

RE: Complain

Glenn Hodgson — Thu, 28 Sep 2017 21:11:40 GMT

We do employ such a company...

Clients not written back yet... There.will need to be a u-turn or I'm of the same school of thought as Martin, off they will go to try and form a fruitfully relationship with a new vet. Ironically all the other local practices delicate their on call, good luck getting them out for a house call as fast as me! And there we will have it. We will both have spited faces with no noses.

I'll try to educate in writing, to encourage an understanding/u-turn for the greater good,.

RE: Complain

Evelyn Barbour-Hill — Thu, 28 Sep 2017 20:05:31 GMT

[quote user="Glenn Hodgson"]

[quote user="Martin Atkinson"]

[quote user="Glenn Hodgson"]If he doesn't want to pay I will escalate this out of principle. [/quote]You'll just be cutting off your nose to spite your face. If you take him to court he will still not pay but you'll have wasted court fees and he may make a counter claim which you being a decent person will have to go to court to answer and waste even more time. I'd write it off and have the satisfaction of sacking him before he goes somewhere less and make sure there are subtle hints in the notes so another practice knows what they're letting themselves in for. He's probably a bad debt at half the local practices already anyway!

[/quote]

I have to admit. This is probably good council. I'll have another count to 10....

[/quote]

Don't go to court. Send him to the debt collectors. Do you have a local firm that actually knocks on doors?

RE: Complain

Chris Milligan — Thu, 28 Sep 2017 19:07:21 GMT

[quote user="Alyaska"]My boss had offered £100 dicsount of the surgery ,which the client didnt like much as was not enough.[/quote]

Write a letter of resignation and put it on your boss's desk - they obviously do not have your back. Much better to lose a shitty client than a vet that cares as much as this about something so stupid and if your boss doesn't appreciate that then teach them the hard way.

RE: Complain

Niall Taylor — Thu, 28 Sep 2017 18:36:23 GMT

[quote user="Glenn Hodgson"]He now looks for me to "learn from the experience" and waive the visit fee. I am and was certainly sympathetic. I did have to tell him I was comfortable with my advice/professionalism, the fee stands and I would do the same in the future. If he want's to complain he can, it may help him understand management was appropriate. I've given him the RCVS's address.

If he doesn't want to pay I will escalate this out of principle. I could certainly have done £100 of making animals better purely during the time I was on the phone.... (Trying hard to avoid the hastle for both parties. He will still be sad about his dog.)[/quote]

Pure poetry - now that's how to handle a complaint you know is unjustified.

[quote user="Martin Atkinson"]You'll just be cutting off your nose to spite your face. If you take him to court he will still not pay but you'll have wasted court fees...[/quote]

No need to take anyone to court. My aim in these cases is to make life as difficult for such people as possible with as little impact on my life as possible at the same time. Let the debt collectors do what they do best - interest charges, bailiffs, CCJs etc. If the owners have the courage of their convictions, if they really believe they're right, then the ball is in their court (literally).

Niall

RE: Complain

Anthony Todd — Thu, 28 Sep 2017 18:06:59 GMT

[quote user="Bob Russell"]It is an option of convenience rather than clinical need with very few exceptions.[/quote]

True! since packing glands with [I know, I know] Panolog or similar and, yes checking these in a month, say, it isn't necessary.

I mean infected AGs not impacted ones.

Now with the advent of high fibre high residue cereal based foods, less so.

RE: Complain

Glenn Hodgson — Thu, 28 Sep 2017 15:37:57 GMT

[quote user="Martin Atkinson"]

[/quote]

I have to admit. This is probably good council. I'll have another count to 10....

RE: Complain

Anthony Todd — Thu, 28 Sep 2017 14:42:01 GMT

[quote user="Elizabeth Billimore"]I hate it when bosses offer discounts to clients when nothing was actually done wrong. Fair enough if there was actually a cock up. [/quote]

Or manufacturers!

RE: Complain

Martin Atkinson — Thu, 28 Sep 2017 14:21:36 GMT

RE: Complain

Bibs — Thu, 28 Sep 2017 13:35:38 GMT

I hate it when bosses offer discounts to clients when nothing was actually done wrong. Fair enough if there was actually a cock up.

RE: Complain

Evelyn Barbour-Hill — Tue, 26 Sep 2017 18:48:28 GMT

[quote user="Glenn Hodgson"]He now looks for me to "learn from the experience" and waive the visit fee. [/quote]

Reminiscent of "Will you do a post-mortem? Just for your own interest, like".

RE: Complain

Evelyn Barbour-Hill — Tue, 26 Sep 2017 18:44:35 GMT

[quote user="Alyaska"]My boss had offered £100 dicsount of the surgery [/quote]

Why? What on earth for?

RE: Complain

Glenn Hodgson — Tue, 26 Sep 2017 18:30:00 GMT

I've removed plenty.

Selected patients though. For example:

Repeat offenders (My surgery is cleaner and more controlled than a subsequenty rupture)

Sometimes perform if have anal furunculosis.

The dogs that get repeat issues, are refractory to medical Mx and HATE having their glands emptied.

I would not discount this for an assistant or myself.

Had one of my clients today wanting home visit fee removed. His dog had acute deterioration (GDV) after several months of anal mass. Apparently I should have forseen the GDV happening at the consultation 1 week earlier and pressed on with euthanasia. Euthanasia was discussed and he was not certain his partner wanted euthanasia! So funnily enough I did not euthanase his pet. I even followed up the next day with a call..

He now looks for me to "learn from the experience" and waive the visit fee. I am and was certainly sympathetic. I did have to tell him I was comfortable with my advice/professionalism, the fee stands and I would do the same in the future. If he want's to complain he can, it may help him understand management was appropriate. I've given him the RCVS's address.

Sometimes it is all about the money....

I do think it would be hillarious if anyone complained about me to the Royal Veterinary College.

RE: Complain

Martin Atkinson — Tue, 26 Sep 2017 15:53:58 GMT

[quote user="Bob Russell"]Why did the client get a discount?[/quote]Probably because they felt guilty for removing the gland when it didn't need to be removed.

RE: Complain

Rob Loxley — Tue, 26 Sep 2017 13:31:44 GMT

[quote user="Gillian Mostyn"]

[quote user="Alyaska"]My boss had offered £100 dicsount of the surgery ,which the client didnt like much as was not enough.[/quote]

That was a mistake. It gave the impression of fault. I feel for you...sounds like the support wasn't there when you needed it.

[/quote]

Also makes me wonder if any complaint threatened is really just an attempt to get a discount?

RE: Complain

Gillian Mostyn — Tue, 26 Sep 2017 12:39:14 GMT

[quote user="Alyaska"]My boss had offered £100 dicsount of the surgery ,which the client didnt like much as was not enough.[/quote]

That was a mistake. It gave the impression of fault. I feel for you...sounds like the support wasn't there when you needed it.

RE: Complain

Bob Russell — Tue, 26 Sep 2017 12:10:14 GMT

The last set of anal glands I removed was over 15 years ago (except for one neoplastic one!).

It is an option of convenience rather than clinical need with very few exceptions.

Regular emptying is not going to help unless you know how often it needs to be done. that requires a magic crystal ball that does not come included with veterinary training. Every month? Week?

Always better to raise it with VDS as they are better than anyone I know at settling worries!

Why did the client get a discount? DHT would be more appropriate.

(Di+k Head Tax)

RE: Complain

Alyaska — Tue, 26 Sep 2017 11:33:41 GMT

Thank you for your help.

My boss had offered £100 dicsount of the surgery ,which the client didnt like much as was not enough.

I guess form now on I should write in my notes (regarddles the case) Client advised for regular check up,client had been advised to check on their cat nails in case overgrow ,client advised not to feed the cat /dog too much .Cant win.There will always be a silly client /situation (I have not been told....)to deal with .

Thank you for your replies.I must say I feel much better emotionally today.

RE: Complain

Alyaska — Tue, 26 Sep 2017 11:32:36 GMT

Thank you for your help.

My boss had offered £100 dicsount of the surgery ,which the client didnt like much as was not enough.

Thank you for your replies.I must say I feel much better emotionally today.

RE: Complain

Martin Atkinson — Tue, 26 Sep 2017 10:45:05 GMT

Basically agree with all thats been said +: If I had any say over it I would sack the client; having to surgically remove the gland seems way over the top for an anal gland abscess, simple drainage would probably have done. As much a case of excessive treatment as neglect IMO.

RE: Complain

Evelyn Barbour-Hill — Tue, 26 Sep 2017 10:42:32 GMT

There's absolutely nothing in the OP's story which has anything to do with the RCVS. Even if Alyaska had given slightly wrong advice (which she didn't) there's no professional misconduct. Some smart-arse solicitor might be able to concoct a case for negligence (a civil matter, nothing to do with RCVS) but that also would be laughed out of court.

Have a little chat with a VDS adviser, then forget about it.