Is this what it's come to?

RE: Is this what it's come to?

Clive Ansell — Sun, 18 Feb 2024 21:01:11 GMT

[quote userid="7530" url="~/f/non-clinical-questions/30897/is-this-what-it-s-come-to/243779#243779"]Personally I’d have ignored the guidelines on that occasion and explained in future he’d need to bring the mutt. But that’s me I’m afraid, too old school to change.[/quote][quote userid="4181" url="~/f/non-clinical-questions/30897/is-this-what-it-s-come-to/243780#243780"]Or dispense some drontal?![/quote]

Drontal was offered free of charge as part of his health club plan, but declined. He wanted Bravecto and Milbemax as per his health club membership, which he must have told us 100 times he pays monthly for. I empathize and understand his frustration at not getting what he is paying for monthly on his plan, but our RCVS overlords have created an almost daily headache for our reception staff on the frontline. All that said, that level of abuse towards young trainees doing their best and doing exactly what they have been asked to do, is totally unacceptable.

Dog not see for about 10 months and no active prescription in place, so needs to be seen. End of. It would have been a free of charge appointment included within his health club plan.

Had he been reasonable, I would have considered dispensing just enough pending a free of charge check appointment that was pre booked. Given his abysmal behaviour though, that would be rewarding and backing down to him - so absolutley not.

RE: Is this what it's come to?

Clive Ansell — Sun, 18 Feb 2024 20:46:07 GMT

[quote userid="7530" url="~/f/non-clinical-questions/30897/is-this-what-it-s-come-to/243782#243782"]Clive, you got me thinking ... notmycollege.blogspot.com/.../the-way-we-live-now-with-apologies-to.html[/quote]

https://www.youtube.com/watch?v=8dVkdCQCAS0

can skip the first 1:10

RE: Is this what it's come to?

Gerry Henry — Sun, 18 Feb 2024 11:18:26 GMT

Clive, you got me thinking ... notmycollege.blogspot.com/.../the-way-we-live-now-with-apologies-to.html

RE: Is this what it's come to?

Gerry Henry — Sun, 18 Feb 2024 11:17:51 GMT

Exactly.

RE: Is this what it's come to?

Rob Loxley — Sun, 18 Feb 2024 10:04:54 GMT

Or dispense some drontal?!

RE: Is this what it's come to?

Gerry Henry — Sun, 18 Feb 2024 09:44:51 GMT

Yes, our wonderful not-seen-a-consulting-room-in-twenty-years council really screwed that one up. Personally I’d have ignored the guidelines on that occasion and explained in future he’d need to bring the mutt. But that’s me I’m afraid, too old school to change.

RE: Is this what it's come to?

Clive Ansell — Sun, 18 Feb 2024 09:33:29 GMT

[quote userid="7530" url="~/f/non-clinical-questions/30897/is-this-what-it-s-come-to/243777#243777"]I really think this is mostly to do with people who can’t read, deal with, empathise with or have the agency to help … other people.[/quote]

I think you're right up to a point, and agree that many/most of these cases can be handled, deflected or diffused by good communication skills. I understand and accept that sometimes people get upset and frustrated, and of course allow for it, but I am not willing to be someones verbal or physical punchbag.

Nevertheless, we all should be able to work in an environment that is above all safe, and free from and without fear of abuse, intimidation, bullying or harassment.

Often these incidents are over trivial matters; the one I mentioned earlier in the thread was a man who we had refused to issue worm tablets unless his dog was seen (as per the new regs, so big thanks to the RCVS ). He is in a health club scheme, so the appointment would be free of charge anyway. The whole esculated to a point he was aggressive and using foul language, resulting in him being banned from the practice.

Another recent one was a chap who kicked off because we wouldn't and couldn't clip his dogs nails, (because 1) dog is aggressive, and 2) nails already short and don't need doing and doesn't warrant heavy sedation where no pre assessment is possible). he threatened to ram raid the building with his jeep and then burn it down. Once again, it turns out, he is well acquainted with the local constabulary.

So, all of this BS over some worm tablets and a dog's nails!

RE: Is this what it's come to?

Gerry Henry — Sat, 17 Feb 2024 21:37:35 GMT

We had bad housing schemes in all our practices and only once in 30 yrs had an incident. I really think this is mostly to do with people who can’t read, deal with, empathise with or have the agency to help … other people.

RE: Is this what it's come to?

Rob Loxley — Sat, 17 Feb 2024 19:48:31 GMT

Yes, once in anger in 19 yrs for drunken aggressive customer.

RE: Is this what it's come to?

Clare Tapsfield-Wright — Sat, 17 Feb 2024 17:58:42 GMT

We had locks on doors of consult room and access from reception and waiting room to the rest of the hospital 24 years ago , never needed them but used more as a reassuring precaution . it it needs to be really easy to lock and unlock or you get people wedging the door open as it’s a faff keying in codes etc .

RE: Is this what it's come to?

Clive Ansell — Sat, 17 Feb 2024 10:22:52 GMT

[quote userid="11249" url="~/f/non-clinical-questions/30897/is-this-what-it-s-come-to"]

"Secure spaces proposed by SPVS to protect staff" - in the Vet Times.

SPVS are advocating lockable safe rooms within the surgery for staff to escape from abusive clients. Crickey - really?

[/quote]

Initially, I though this is an over reaction, but after reflection and reading in the national media about an increase in abuse and violence towards workers in the retail sector, and reports from our receptionists of increases in aggressive and abusive clients, maybe it should be taken seriously?

[quote userid="2100" url="~/f/non-clinical-questions/30897/is-this-what-it-s-come-to/243755#243755"]Are abusive clients that commonplace that such a thing is needed (and if not, then perhaps all the SPVS advice does is fuel fear unnecessarily). [/quote]

Too common - It only needs one though, which has the potential to end in disaster. We had a client yesterday getting aggitated and aggressive because we would not supply worm tablets for his dog

I'm not sure a lockable room is a good idea? what if there is a fire? or some a-hole starts a fire? surely, a better approach would be zones that can be isolated or locked off? for example being able to lock all doors that access the public waiting area, better still being able to lock them remotely and electronically. Next, all rooms leading of the public areas could have there other doors that lead to the out the back area locked too. That way 3 separate lockable zones. Then maybe being able to retreat upstairs?

[quote userid="2100" url="~/f/non-clinical-questions/30897/is-this-what-it-s-come-to/243755#243755"]I would have thought a security guard at the door might be a better solution.[/quote]

The only practice I have worked in that had a security guard, he was an utter waste of time and about as helpful as a catflap in an elephant house. He just stood at the door looking fat and ugly, and when actually needed he did sweet FA. That place had had 2 armed robberies in the space of 6 weeks, in the middle of the day during working hours.

Maybe training in dealing with difficult situations? I once worked with a vet who was also a part time serving police officer, he was really good at diffusing heated situations and telling a-holes to get lost in a polite way. He didn't tell them he was a policeman and didn't get heavy or threatening, he just had a calm and assertive demeanor.

I've been threatened with violence 3 times over 28 years in the veterinary work place (Was never threatened or abused in my previous life in road haulage and transport management). In all cases I have just ended the consultation and ordered them out; when stood up to they were just spineless bullies and quivering bits of jelly. The last time, the head nurse had already called the police before the pilgrim was out of the building, they were there in less than 5 minutes and took it very seriously, they were incredibly good on this occasion.

Our safety needs to be considered seriously.

RE: Is this what it's come to?

Evelyn Barbour-Hill — Fri, 16 Feb 2024 15:12:37 GMT

[quote userid="2100" url="~/f/non-clinical-questions/30897/is-this-what-it-s-come-to/243758#243758"]

Evelyn Barbour-Hill said:
Or a one-button 999 caller on the telephone.

Except everyone knows (including the abusive client), that the patrol car won't arrive till November

[/quote]

Well, it worked for me when we had the armed robbery.

RE: Is this what it's come to?

ian bates — Fri, 16 Feb 2024 09:04:11 GMT

So you've had cause to not only insert a panic alarm but also use it?!?!

RE: Is this what it's come to?

Rob Loxley — Fri, 16 Feb 2024 08:18:01 GMT

[quote userid="2100" url="~/f/non-clinical-questions/30897/is-this-what-it-s-come-to/243758#243758"]Except everyone knows (including the abusive client), that the patrol car won't arrive till November.[/quote]

Not our experience when pressing the 'panic' alarm

RE: Is this what it's come to?

Arlo Guthrie — Thu, 15 Feb 2024 20:55:18 GMT

[quote userid="2131" url="~/f/non-clinical-questions/30897/is-this-what-it-s-come-to/243756#243756"]Or a one-button 999 caller on the telephone.[/quote]

Except everyone knows (including the abusive client), that the patrol car won't arrive till November.

RE: Is this what it's come to?

Evelyn Barbour-Hill — Thu, 15 Feb 2024 19:50:23 GMT

[quote userid="2100" url="~/f/non-clinical-questions/30897/is-this-what-it-s-come-to/243755#243755"]And if abusive clients ARE that commonplace, is a lockable room really the best answer? I would have thought a security guard at the door might be a better solution. Or a discrete button which summons other members of staff (I am sure most abusive clients would back down when they realise they are a) being watched and b) outnumbered).[/quote]

Or a "Dog-Stop" alarm. Or a one-button 999 caller on the telephone.

[quote userid="2100" url="~/f/non-clinical-questions/30897/is-this-what-it-s-come-to/243755#243755"]At what point do you say: "Sorry, I am now going to go and lock myself in that room over there until you can be civil'. And might that not risk the client physically trying to stop you?[/quote]

And, when you've locked yourself in, what does the "client" do? Leaves quietly, I suppose?

RE: Is this what it's come to?

Arlo Guthrie — Thu, 15 Feb 2024 18:04:01 GMT

Good god.

Raises so many questions.

Are abusive clients that commonplace that such a thing is needed (and if not, then perhaps all the SPVS advice does is fuel fear unnecessarily).

And if abusive clients ARE that commonplace, is a lockable room really the best answer? I would have thought a security guard at the door might be a better solution. Or a discrete button which summons other members of staff (I am sure most abusive clients would back down when they realise they are a) being watched and b) outnumbered).

I am struggling to imagine how the lockable room scene would play out. Client becomes shirty. Then really shirty. Then perhaps frighteningly aggressive. At what point do you say: "Sorry, I am now going to go and lock myself in that room over there until you can be civil'. And might that not risk the client physically trying to stop you?