OOH calls from non-clients

RE: OOH calls from non-clients

Peter Faulkner — Thu, 30 May 2019 17:12:35 GMT

[quote user="Anthony Todd"]

[quote user="grumpyoldman"] saving on the consultation fee. [/quote]the old trick was to "watch the football" or your personal version of late night activity, then ring the caller, after an hour at least, asking where they were, as you'd been waiting......

[/quote]

Nah, the trick was to see the 2 or 3 a.m. emergency, then give them a call to see if they were still coming, because you were, 'concerned,' they hadn't arrived at 11 /12.

Pete (trainee grumpy old man).

RE: OOH calls from non-clients

Anthony Dennison — Thu, 30 May 2019 15:00:00 GMT

[quote user="David Mills"]

[quote user="Chris Barker"]

If it is practice policy then someone is setting themselves up for a major fall....

Very few cases necessitate home visits but you simply cannot have a policy that says 'no home visits, ever...'

[/quote]

Is this true?

So, for instance, you could say, we don't have the capacity for home visits. I will refer you to a practice that does. (Or, say, a taxi or ambulance company).

Is this different to someone wanting a specialist opinion? What about the "specialists" in home euthanasia?

[/quote]

We have a local vet that refuses to do home visits. Tells the clients to ring another local practice who will. Never been called up on it as far as I'm aware.

RE: OOH calls from non-clients

niall morton — Tue, 21 May 2019 13:06:13 GMT

[quote user="Michael Woodhouse"]

[quote user="Evelyn Barbour-Hill"]Your experience differs from mine.[/quote]

We all look for views that support our own decisions............

[/quote] No we don’t......

RE: OOH calls from non-clients

Gillian Mostyn — Tue, 21 May 2019 07:49:59 GMT

[quote user="Evelyn Barbour-Hill"]Your experience differs from mine[/quote]

We were fortunate ... We had very good local OOH practices with whom we had a good relationship and open communication.

RE: OOH calls from non-clients

Virginia Campbell — Tue, 21 May 2019 05:30:04 GMT

[quote user="Anthony Todd"]at least a small percentage of these undesirables will have realised the 40 miles, and chosen a practice with convenient OOH![/quote]

A very small percentage. Most clients want their everyday practice to be near/have good parking/be cheap/kind/competent or whatever floats their boat.

I don't think the OOH provision would be a major factor as I suspect it's human nature to think "40 miles and £300? Oh well....it probably won't happen to my dog, he is healthy. Kind of like believing you're probably going to win the lottery.

RE: OOH calls from non-clients

Michael Woodhouse — Mon, 20 May 2019 23:21:07 GMT

[quote user="Evelyn Barbour-Hill"]Your experience differs from mine.[/quote]

We all look for views that support our own decisions............

RE: OOH calls from non-clients

Evelyn Barbour-Hill — Mon, 20 May 2019 23:19:52 GMT

[quote user="Gillian Mostyn"]Actually, in my experience, most clients have no issue with it.[/quote]

Your experience differs from mine.

RE: OOH calls from non-clients

Anthony Todd — Mon, 20 May 2019 23:12:17 GMT

[quote user="Gillian Mostyn"]Actually, in my experience, most clients have no issue with it.[/quote]

So why have many on here given their opinion as to max. distance or travel time?

[quote user="Gillian Mostyn"] Do you expect your GP to see you at 2am Tony? [/quote]

Tee, hee, hard enough to get an appointment at 2pm so that's why A&E is jammed 24/7!

Are not GPs paid on a capitation basis not on what they do or how many they see; very hard to see your favourite doctor in this area of North London??

RE: OOH calls from non-clients

David Mills — Mon, 20 May 2019 23:02:30 GMT

[quote user="grumpyoldman"]

[quote user="David Mills"]Does anyone know what happened with that trial v4p/cc were doing where they were open 24h with no change in consult fee?[/quote]

Brighton ?? rings a bell , All went quiet very very quickly , probably throttled by staffing costs and 95% of people don't want to take the dog to the vets at 2am for a vaccination.

[/quote]

I've just google researched this.

Looks like it wasn't viable. It was trialled in 2015 at Rayleigh, Rustington and Bournemouth.

Rayleigh now ship to Basildon, where consults are £100 10-12, £125 12-8. Rustington is still going, but consults after 10pm are £85. Bournemouth now ships to VetsNow.

Whilst Rayleigh and Rustington offer normal priced consults upto 10pm (!), all of them now charge more out of hours.

So, it didn't work.

RE: OOH calls from non-clients

Gillian Mostyn — Mon, 20 May 2019 21:02:52 GMT

[quote user="Anthony Todd"]I think most of us would be rather cross to find our OOH service is an inconvenient journey away, particularly if we were not made aware of that! [/quote]

Actually, in my experience, most clients have no issue with it.

Do you expect your GP to see you at 2am Tony?

RE: OOH calls from non-clients

Anthony Todd — Mon, 20 May 2019 20:22:45 GMT

[quote user="Evelyn Barbour-Hill"]The thing is, Anthony, they may well be aware of the procedure but when the time comes they sometimes feel they would rather not travel forty miles and pay 300 quid to get through the door.[/quote]

But of course, Evelyn, but at least a small percentage of these undesirables will have realised the 40 miles, and chosen a practice with convenient OOH!

I think most of us would be rather cross to find our OOH service is an inconvenient journey away, particularly if we were not made aware of that!

RE: OOH calls from non-clients

Evelyn Barbour-Hill — Mon, 20 May 2019 19:29:10 GMT

[quote user="Anthony Todd"]I still think the way round this is to "register" the OOH provider at the time of the primary care practice so clients are aware of the procedure.[/quote]

The thing is, Anthony, they may well be aware of the procedure but when the time comes they sometimes feel they would rather not travel forty miles and pay 300 quid to get through the door.

RE: OOH calls from non-clients

Anthony Todd — Mon, 20 May 2019 19:12:58 GMT

[quote user="Julie Innes"]I don't think you understand the way it works when you outsource your OOH, Anthony. The client has no need to register with the designated OOH, as the practice has paid for that service.[/quote]

It was always thus and we shared our OOHm in the early days for free, and I think it was free ie we paid the OOH provider nothing. thinking being that they have paid OOH staff and charged fees so why?

[quote user="Julie Innes"]We make it very clear that we have outsourced OOH- from posters on the walls to conversations we have with any client that we think may have to use them, to their details and numbers on all our post-op sheets.[/quote]

Only fair, but do all non-OOH practices do that? c/f my suggestion to designate and register OOHs.

[quote user="Julie Innes"]I get that it is not ideal,[/quote]

I think if you get the OOH report it's fine in that it could have been seen by another vet in your practice and probably the notes would be the same.

[quote user="Julie Innes"] the "emergency" seen last night was a puppy presented for itching and pigment on its ventrum- ie nothing wrong with it, but owner wanted it seen. That is really what turned me completely off OOH work.[/quote]

Yeah well asking a few obvious questions might have persuaded the owner to wait til morning??

[quote user="Julie Innes"]people are crazy![/quote]

and always have been but surely the phone can sort these?

I still think the way round this is to "register" the OOH provider at the time of the primary care practice so clients are aware of the procedure.

RE: OOH calls from non-clients

Michael Woodhouse — Sun, 19 May 2019 21:32:50 GMT

This is a Facebook review referring to me:

Whilst away our dog was injured , thank you so much for your help with tilly our pup today. Brilliant service all with a smile and caring nature. Would recomend them to others. Even a bit of humour with their very own Doc martin �� tilly is resting now. THANKS for being human x

RE: OOH calls from non-clients

vs0u — Sun, 19 May 2019 21:24:50 GMT

[quote user="David Mills"]

[quote user="Chris Barker"]

If it is practice policy then someone is setting themselves up for a major fall....

Very few cases necessitate home visits but you simply cannot have a policy that says 'no home visits, ever...'

[/quote]

Is this true?

So, for instance, you could say, we don't have the capacity for home visits. I will refer you to a practice that does. (Or, say, a taxi or ambulance company).

[/quote]

I think you can have a policy of no home visits for owner convenience. The gtpc is clear that transport is owner's responsibility. You only have to go out if the animal genuinely cannot be moved (e.g. entrapped) and even then only if it's safe.

RE: OOH calls from non-clients

Kate Richardson — Sun, 19 May 2019 21:16:14 GMT

[quote user="grumpyoldman"]

[quote user="Kate Richardson"]Brilliant. You really should write a book GOM [/quote]

Sadly I think its been done in a much more romantic way and in better "times". The public would not want to buy a book that confirms what a bunch of inept snivelling untrustworthy and unreliable lying gargoyles they can be.

[/quote]

I think there’s a lot of the public would love to hear it Doc Martin style, i have been very fortunate in my jobs and clients and these people have been few and far between. I think every vet should be allowed one ‘Doc Martin’ day a year

RE: OOH calls from non-clients

Anthony Todd — Sun, 19 May 2019 18:26:39 GMT

RE: OOH calls from non-clients

grumpyoldman — Sun, 19 May 2019 16:46:14 GMT

[quote user="Kate Richardson"]Brilliant. You really should write a book GOM [/quote]

The call outs you hate the most were the ones who just never turned up at all, but thought that didn't matter because you are there all night anyway just waiting for them on the off chance, so when the dog stopped fitting on the way they turned around and went home, saving on the consultation fee.

RE: OOH calls from non-clients

Rob Loxley — Sun, 19 May 2019 16:34:33 GMT

[quote user="David Mills"]So, for instance, you could say, we don't have the capacity for home visits.[/quote]

The RCVS say "3.40 RCVS disciplinary action in relation to refusal to attend away from the practice will be considered where there has been a wilful disregard for animal welfare". Therefore they are open to complaints on this matter

RE: OOH calls from non-clients

David Mills — Sat, 18 May 2019 22:26:28 GMT

[quote user="Chris Barker"]

If it is practice policy then someone is setting themselves up for a major fall....

Very few cases necessitate home visits but you simply cannot have a policy that says 'no home visits, ever...'

[/quote]

Is this true?

So, for instance, you could say, we don't have the capacity for home visits. I will refer you to a practice that does. (Or, say, a taxi or ambulance company).

Is this different to someone wanting a specialist opinion? What about the "specialists" in home euthanasia?

RE: OOH calls from non-clients

Kate Richardson — Sat, 18 May 2019 22:24:40 GMT

[quote user="grumpyoldman"]

Time to get to the surgery does depend on the client tremendously , I always tell them to ring me when they have arrived there . Thats after so may years of being dragged out in the early hours and sitting there waiting for them to show up often living 3-5 miles away but taking 45mins+ to arrive . this is down to 3 things , 1. driving like a twat in a milk float 2. insisting on putting their make up on before leaving the house , 3 waiting for a lift because they are still a bit pissed .

[/quote]

Brilliant. You really should write a book GOM

RE: OOH calls from non-clients

David Mills — Sat, 18 May 2019 22:22:16 GMT

[quote user="Chris Barker"]

If it is practice policy then someone is setting themselves up for a major fall....

Very few cases necessitate home visits but you simply cannot have a policy that says 'no home visits, ever...'

[/quote]

Is this true?

So, for instance, you could say, we don't have the capacity for home visits. I will refer you to a practice that does. (Or, say, a taxi or ambulance company).

Is this different to someone wanting a specialist opinion? What about the "specialists" in home euthanasia?

RE: OOH calls from non-clients

Chris Barker — Sat, 18 May 2019 22:08:19 GMT

[quote user="robloxley"]

[quote user="Clive Ansell"] They don't do OOH home visits[/quote]

What do the RCVS have to say on this...

[/quote]

If it is practice policy then someone is setting themselves up for a major fall....

Very few cases necessitate home visits but you simply cannot have a policy that says 'no home visits, ever...'

RE: OOH calls from non-clients

Rob Davis — Sat, 18 May 2019 09:59:31 GMT

[quote user="Alistair Wilson"]

A good 'reasonable distance' paradigm would, in my opinion, be no further than the the furthest employed vet at the practice commutes. If it's an unreasonable distance to commute, it's an unreasonable distance to ask your clients to travel in an emergency.

[/quote]

I live 30 minutes away from the practice. I consider this too far when on call, so stay overnight at the practice. We do have clients living that far away, but there are other vets in between so it is their choice to come that far.

RE: OOH calls from non-clients

grumpyoldman — Sat, 18 May 2019 09:47:22 GMT