In case you didn’t know it, "acceptable compication" is a technical term. That's becase some complications in medicine are counted among the “expected” variety. They have little to do with human error or poor quality healthcare. Statistically, they have been proven to have more to do with individual responses to treatments than with surgical technique, choice of medication, or specific procedures followed during hospitalization.
In vet medicine, the category of “acceptable complications” takes on a whole new meaning when you add to it the vagaries of pet behavior. Multiply this formula by its intersection with capricious human conduct and you get a whole new dimension of potential problems.
You may think this is a vet’s ultimate cop-out. “Wasn’t my fault. I was set upon by a vast right wing conspiracy of ‘acceptable complications.’”
A simple proof: Think about the common feline spay. Let’s say your vet does such a great job that your kitty feels her oats again as soon as she gets home. No moping because of a great pain relief protocol. No dull demeanor as a result of modern anesthetics’ short-acting effects and your vet’s competent, quick way with the knife.
So kitty takes on her toys and gorges on food and generally does the things that make you feel she’s 100%. Next thing you know, the E-collar’s off, the pouncing begins and the perfect little row of stitches unzips before your eyes—at 11 PM at night. Consequently, you spend $450 fixing a $250 spay.
In the morning you call your vet to explain the circumstances. Maybe you’ll feel a little guilty for letting kitty do her thing. Maybe you won’t—not everyone understands what “keep her quiet” really means. Sometimes you’ll even want your vet to pay the emergency bill.
Despite your ire, a “dehiscence” (incision unzippage) under these circumstances is considered an “acceptable complication.” Your dog takes the steps quickly on a recently fixed cruciate, tearing the TPLO plate off its hinges? Acceptable complication. All those common problems we see with suture material reactions and phantom pain after declawing? Acceptable complications. Sudden death under anesthesia? Many times, it’s a real live acceptable complication.
Yet all complications, even those of the “acceptable” variety, are generally viewed by us as our responsibility, in spite of the technalese differentiating these from complications where we clearly messed up. Which is to say that we feel guilty regardless of our technical blamelessness. We might not go so far as to pay your e-clinic bill but we will often fix ‘em up ourselves for the cost of drugs and supplies (that’s my policy, anyhow).
I’ve talked to lots of vets about this issue and it never fails to raise a few hackles. “I told them what could happen, I explained the risks and complications, then when it happened I still felt guilty and sucked up the price of the complication. I’m just a pushover.”
God knows human docs don’t take on the cost of these complications. When one of my girlfriend’s breast implant incisions formed a cheloid scar the bill was as big as the initial surgery itself. When another’s IUD somehow slipped its spot she’d had to pay for a whole new device (only one every five years according to her policy). And the MRSA infection you got in the hospital because someone else there had it? You guessed it: Add $30,000 to your bill for the extra week of care.
What is it about us vets that gives us cause to feel our responsibility s much more acutely? Or do we? Perhaps it’s those lengthy forms you have to sign before being hospitalized that helps draw some imaginary line. I don’t know the answer. This geometry gets way too complicated for me…
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I wonder if it is not a sense of "guilt" per se, but rather a worry that if the situation is not righted that the client will run off to another hospital. We know how competitive the veterinary market is, so we feel that we have to fix the problem, regardless of why the problem occurred. In addition, we, as consumers, have a sense of entitlement now, thanks to Wal-Mart. It doesn't matter if you don't have the receipt and the item is in obvious disrepair, in most cases you will at least get store credit for the item. You just have to keep complaining until some supervisor decides that the cost of a new thing-a-ma-jingy is less than the expense of having to listen to you complain....it's a very sad state of affairs!
We had a case in which we treated a geriatric German Shepherd Dog for heartworms and the owners called back about 2 weeks later wanting their money back because they came home and found the dog dead in the backyard. We had given explicit written and verbal home care instructions that stressed no free exercise for 6 weeks! In another case, we vaccinated a Frenchie one day (owner declined physical exam with vaccines) and the owner called me at noon the following day to report his dog was dead. Now, the dog had been outside for 4 hours during an August Indiana day. I think the temp was in the 90s, but on examination of the deceased pet approximately 1 hour post mortem, the body temp was still higher than 110 degrees! I know that the pet could have had a vaccine reaction, but it seems to me that this pet more than likely died of heat stroke....of course, explaining that was a very difficult process!!
Tomcat1765 November 27th, 2007 12:32:00 PM
Tomcat 765 - To quote Dr. Micheal Obenski (DVM Magazine..."where did I go wrong?") "God must love stupid people. He made so many of them." or "Client education? Are you kidding me? You can't teach these people to fetch a stick." Yeah, yeah....I know that we shouldn't generalize. Dr. O just has such a sense of humor! Those quotes are many years old but I read them daily and they remind me that I do the best I can and some things are out of my hands. MY latest is an 8yr old grey hound with a compression plate on it' s radius....but theowner doesn't own a leach (or a kennel) and it's 4 weeks post op....they haven't bought a leash yet (or pd the bill)
Tracey W November 27th, 2007 04:48:00 PM
Maybe we live in a society where we expect a quick fix. We take a pet to the vet, it has surgery, and we forget that it needs healing time. Problem is solved, animal can go back to what it did before. Maybe the pet is treated like a broken vcr. Take it in, get it fixed, and it works again. Or car repairs. No down time except the time taken to do the "repair".
Or old habits die hard. We always walk Fido at 4.30 pm every day. Why stop now? Just because he has stitches?
Or even pet discipline - we can't stop Fido jumping and playing. He doesnt listen to us. We dont have a small enclosure for him, or putting him in it would be cruel.
Or maybe I am just making up excuses here.
Robin November 27th, 2007 05:11:00 PM
From talking to physician friends, I don't think people are any more compliant with post-surgical instructions for themselves than they are for their pets. But I think the reason that many vets feel compelled to "make it right" for a complication that was 100% not their fault whereas MDs never do that has more to do with the simple fact that in most cases it's the client paying for the vet care but insurance paying for the MD. I know - we still pay for it through the insurance policy, but for most people that is separated enough from their actual wallet that they've forgotten about it. But when they've just paid for a procedure themselves, they'll expect help when it goes into the toilet.
Barb November 28th, 2007 04:01:00 PM
I remember watching some tv vet show where a dog had intestinal surgery, and as the owner was taking it home, he was enthusiastically thumping the dog's sides, all "hey boy! you're going home!" I flinched just watching it.
I was...not terribly surprised that the dog died of complications within a day. I love thumping my dog on her sides, but I can't imagine doing it post-surgery....
Laura November 28th, 2007 11:07:00 PM
Robin...I agree that our society is hooked on the quick fixes. Look at all of the get rich quick schemes, lose weight fast diets, and "time-saving" conveniences of our modern life. The one thing they all have in common is that people don't expect to have to change their habits...just take this pill and you will lose weight or read this book and you will become rich.
I read somewhere that 50 % of human medical patients don't understand the instructions "Take with food". If people can't understand their own care, I guess we really shouldn't be surprised that they don't understand care for their pets. As Barb pointed out, maybe the fact that folks are removed from the actual costs of their own care leads to less outcry when complications occur.
OH..by the way....did you all see the story about the hospital where on three separate occasions, the wrong side of the brain was operated on?? Here's the link: http://www.feedsyndicate.com/articles/7009279862
To be fair, I think the third case only went as far as the initial prepping being done on the wrong side.
Tomcat1765 November 29th, 2007 09:11:00 AM
I'm not a vet, but I'm thinking that the reason is that it's not the *animal's* fault and they'd have to suffer for something that they couldn't possibly understand and had no control over-- so if there's a chance that the bill might not be paid, or argued about (or sued for), the better to just fix the poor critter and spend one's energy on more worthwhile things (fixing other animals; enjoying life) than stressing over trying to get money from an unwilling subject. I don't know how vets can take on as many low-cost or freebie cases as they all seem to. I'm grateful.
-ellen
Ellen Finch November 29th, 2007 02:10:00 PM
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