- Location
- Sydney, Australia
The vets again !!!
- Thread starter Jennifer
- Start date
Unbelievable what a unprofessional To**er.
That is AWFUL 
- Location
- Argyll & Bute, Scotland
I am exactly the same and so are my children, all four of them! We we taught that manners cost nothing, treat people how you would like to be treated. My favourite saying to my children is "whether you live in a castle or a caravan everyone must be treated the same" I think some of society are truly missing basic manners and respect. Don't get me started on anyone who mistreats any animal
It makes me sad and mad. xx
I am a GP receptionist too, we call it Medical Office Assistant here. I work half at the front desk then the rest of the week I work in the back beside the doctors. The amount of flack you get at the front desk compared to the back is awful. It is so mentally draining somedays sitting at the front getting yelled at on the phone, and in person. You just have to accept that you cannot please everyone.
I much prefer the back as it’s hands on and you’re constantly running off your feet. But I have never been yelled at in the back by a patient yet. It’s like you walk them through that door and now you’re the good guy, even though they see me at the front often enough to know I can be the ‘bad guy’ too because I won’t put them ahead of other people or magically make time go by faster ?
I do love my job and the patients who appreciate the hard work we do. Our doctors tell us that the office wouldn’t run if we weren’t there, and when patients do complain or leave nasty reviews, our doctors 100% back us up and make it known what all we do for them.
In my experience the most calm and patient patients are the ones who are most ill. It’s the people who couldn’t be bothered to realize they only have a couple pills left before calling to book an appt who are the most awful.
I much prefer the back as it’s hands on and you’re constantly running off your feet. But I have never been yelled at in the back by a patient yet. It’s like you walk them through that door and now you’re the good guy, even though they see me at the front often enough to know I can be the ‘bad guy’ too because I won’t put them ahead of other people or magically make time go by faster ?
I do love my job and the patients who appreciate the hard work we do. Our doctors tell us that the office wouldn’t run if we weren’t there, and when patients do complain or leave nasty reviews, our doctors 100% back us up and make it known what all we do for them.
In my experience the most calm and patient patients are the ones who are most ill. It’s the people who couldn’t be bothered to realize they only have a couple pills left before calling to book an appt who are the most awful.
- Location
- Andorra and Spain
I'm going to add that to my list of "bizarre sayings from the other side of the globe".
Jen, you're being treated appallingly, and I would definitely be making a strongly worded official complaint, in writing, to the practice manager.
- Location
- Cornwall , UK
This is truly appalling , I am so sorry Jen xxxx
I was going to like your post @Jennifer but that didn't seem right as you are having such a hard time with your vet practice. It really is not acceptable. Thank heavens for the help line on your insurance. At least it gives you a little peace of mind over the weekend. A phone call for Hillary on Monday no doubt. At least she gets back to you and is ok with the boys. X
- Location
- Argyll & Bute, Scotland
Jacqui-S
Moderator
- Location
- Fife, Scotland
I think it's totally unacceptable.
You are paying good money for a service from them and you aren't getting it.
I would consider writing a letter of complaint to the practice manager to put his failure of adequate communication on record and (I would expect) ensure you get a prompt response from the manager and the Boss Vet.
To be fair, this may not be the fault of the Boss Vet - it may be an internal communication or even an IT issue. That doesn't mean it can be ignored.
In the NHS complaints can be taken further up, and all complaints need to follow a strict structure of acknowledgement, investigation and response. If you still aren't happy it goes to the ombudsman. I don't know what the next step would be for vets, but I am sure there is one.
You are paying good money for a service from them and you aren't getting it.
I would consider writing a letter of complaint to the practice manager to put his failure of adequate communication on record and (I would expect) ensure you get a prompt response from the manager and the Boss Vet.
To be fair, this may not be the fault of the Boss Vet - it may be an internal communication or even an IT issue. That doesn't mean it can be ignored.
In the NHS complaints can be taken further up, and all complaints need to follow a strict structure of acknowledgement, investigation and response. If you still aren't happy it goes to the ombudsman. I don't know what the next step would be for vets, but I am sure there is one.
I really feel like complaining and agree that I probably should. After 22 years with them I expect better but this still wouldn't be acceptable after 22 days. The trouble is I'm not sure where I stand with it being a phone call. I have a feeling the excuse I'd get back is he's very busy and they are very good at passing the blame back as they did with Scott's first urine sample so I think they'd tell me I should've made an appointment if I'd wanted to speak to him. Personally I don't think that's the point as each time I was told the message would be passed on and he'd ring me. Just not sure.
You really should complain. You should have a record of your calls available to quote regardless of whether it was mobile or landline calls. I don't think anyone expects to have to make an appointment to receive test results on something like a urine specimen. The lack of a return call points to ineffective recording systems and follow up practices. If Mr Boss is too busy to return a call on a test that he wanted done, you could argue that it is indicative of being under staffed. My vets, for instance, will return a call to a client between saying goodbye to one patient and calling the next through. You are the client and deserve better treatment and better client experience
- Location
- Herefordshire, UK
Does that really matter? I agree with @Jacqui-S that there must be some sort of procedure to follow for veterinary complaints, they must have some sort of code of contact .There is animal welfare at stake really.
Would it be possible to arrange for him to phone you at a certain time of day, to suit you both?
- Location
- Vlaardingen, the Netherlands
First action plan is to write a letter to the vet concerning. When you can’t come to an agreement you can send a letter to the veterinary disciplinary committee.
- Location
- Melbourne, Australia
Something is going a little wrong in their business. Your complaint would, at the very least, make them look at the issue. It's possible that there is a breakdown in their admin-vet communication or perhaps that's fine and the issue is that the vet won't call you. Either way, at least you can decide kn your future with them on how they respond to the complaint.I really feel like complaining and agree that I probably should. After 22 years with them I expect better but this still wouldn't be acceptable after 22 days. The trouble is I'm not sure where I stand with it being a phone call. I have a feeling the excuse I'd get back is he's very busy and they are very good at passing the blame back as they did with Scott's first urine sample so I think they'd tell me I should've made an appointment if I'd wanted to speak to him. Personally I don't think that's the point as each time I was told the message would be passed on and he'd ring me. Just not sure.
- Location
- Herefordshire, UK
should be conduct, obviously!
Thank you all for your advice. I wasn't sure if maybe I was blowing it out of proportion, it's nothing life threatening after all, but from your replies I guess I'm not. I'm certainly going to contact Hillary on Monday and I will be telling her what has happened not least because I will be apologising for having to bother her as Mr Boss should be dealing with it. I'm sure she won't close ranks as she was surprised and not impressed when I told her nobody had contacted me to tell me Scott had a urine infection in the first place until I rang them. I shall also ask her who I should complain to in writing and see what sort of response that gets.
I'm certainly going to contact Hillary on Monday and I will be telling her what has happened not least because I will be apologising for having to bother her as Mr Boss should be dealing with it. I'm sure she won't close ranks as she was surprised and not impressed when I told her nobody had contacted me to tell me Scott had a urine infection in the first place until I rang them. I shall also ask her who I should complain to in writing and see what sort of response that gets. Just been looking on my vets website for any complaint procedure info and I actually found some. Turns out first of all I need to contact the veterinary surgeon dealing with my case. Hmmmm That's kind of the problem. Then if I'm not satisfied the practice manager followed by the practice partners in writing. Have a guess who one of the partners is ?!?! In fact I've no idea who or how many other partners there are.
That's kind of the problem. Then if I'm not satisfied the practice manager followed by the practice partners in writing. Have a guess who one of the partners is ?!?! In fact I've no idea who or how many other partners there are.
Jacqui-S
Moderator
- Location
- Fife, Scotland
@Jennifer If you don't get a satisfactory answer from the practice you can contact the RCVS
I want to raise a concern about a veterinary surgeon
VCMS can help you if your concern relates to:
2.4 Veterinary surgeons must communicate effectively with clients, including in written and spoken English, and ensure informed consent is obtained before treatments or procedures are carried out.
So basically, his behaviour currently falls short of a Veterinary Surgeon's Code of Conduct in my opinion, so you have a justifiable grievance, and if you don't get satisfaction from a complaint to the Practice, you can take it further through the RCVS and add to the complaint, the failure to respond satisfactorily at practice level.
Of course it may damage your relationship with the practice. Depends on how far you feel it needs to go and if you are prepared to move.....
I want to raise a concern about a veterinary surgeon
VCMS can help you if your concern relates to:
- the service you have received from a veterinary practice
- the fees you have been charged
- negligence
- Very poor professional performance where there are serious departures from the standards set out in the RCVS Code of Professional Conduct
- ..................
2.4 Veterinary surgeons must communicate effectively with clients, including in written and spoken English, and ensure informed consent is obtained before treatments or procedures are carried out.
So basically, his behaviour currently falls short of a Veterinary Surgeon's Code of Conduct in my opinion, so you have a justifiable grievance, and if you don't get satisfaction from a complaint to the Practice, you can take it further through the RCVS and add to the complaint, the failure to respond satisfactorily at practice level.
Of course it may damage your relationship with the practice. Depends on how far you feel it needs to go and if you are prepared to move.....