Because we all seem to share something in common beyond the love of animals—namely, the desire to improve ourselves—I thought it would be appropriate to offer up some New Year’s resolutions to better the relationship between pet owners and vets.
To that end, here’s a great game we can play: I offer you some paired, client/vet resolutions and you respond in kind. Sorry if these harp on my personal peeves, but I promise to own up to my side as well in the bargain.
#1
For the pet owner:
- I will not use my cell phone in the exam room. No, I will not dawdle away my time rudely delineating my broker’s best moves, coordinating kids’ play-dates or harping about my ex while my vet examines my pet and reaches conclusions without my input (because the message is clear: I can’t be bothered).
The vet’s corollary:
- I will not look at you blankly while you describe every potentially irrelevant detail of your pet’s medical condition. I will listen with an open mind as you itemize every morsel of food that ever went into Fluffy’s body before her bout of illness—because that’s what you pay me for—and who knows? maybe that limp really does have something to do with the brand of fatty acids your neighbor recommended while you sat on your porch steps watching the stars and sucking down tequila shots. (OK, so I didn’t really need to know all that but I promise to pay attention anyhow.)
#2
For the pet owner:
- I will not be insulted when my vet asks for my credit card before she undertakes a potentially life-threatening, expensive procedure and I will sure as hell not cancel my credit card payment when Fluffy comes home, good as new, just because Christmas got too expensive this year and my spouse is threatening to leave me over the size of my AmEx bill.
The vet’s corollary:
- I will go out on a limb a designated percentage of the time when my trusted clients are having a hard time paying their bills. I will not deny them services based exclusively on my egotistical perception that every client is out to screw me over.
#3
For the pet owner:
- I will be on time for my appointment and I will call ahead of time if I will be late or if I must cancel my appointment through no fault of my own (heck, even if it is my fault I’ll at least call in an effort to be courteous and civil).
The vet’s corollary:
- I will not routinely make you wait for half an hour or more as you sit in the lobby desperately trying to keep Fido calm as I make phone calls that might easily be made after your scheduled appointment or undertake procedures that might have waited so that I could honor our agreed upon time.
#4
For the pet owner:
- I will comply fully with the vet recommendations I agreed to at the time of my pet’s visit. If I do not or cannot, I will honestly report this so that my vet will not be utterly confused by the fact that X treatment is having zero effect on my pet’s condition, leading her to believe that my pet’s problem may lie elsewhere or requires more complex management.
The vet’s corollary:
- I will not fail to secure a client’s complete understanding of why X, Y or Z recommendation is necessary. If I do not do so, I will not freak out when Fluffy gets none of the at-home treatment I prescribed for her condition.
OK, that’s enough for me, I think. #5 through infinity are up to you.
In case it’s not apparent, I could go on in this vein for a whole book. I’ll stop here and leave it to you to add some more of the same. I heartily encourage you to participate, as this game can be most cathartic.
Happy New Year!
Add Comment12 Comments
Great tips. Let's hope they catch on.
I especially like the "sucking back tequila shots" visual in there.
I think you SHOULD write a book. You have some great ideas for one. I know I will be first in line for a copy.
Have a happy, healthy and safe New Year!!!!!
Tail wags from cold and snowy Maine.
Marie January 1st, 2008 09:16:00 AM
For me
I will try to understand why EVERYTHIME I need the simplest thing my vet insists on a full exam, no matter what.
For my Vet
Be understanding when I tell you that I had Kennel Cough done at pet store for 16 bucks each dog instead of $80 each dog,and maybe just maybe bend this rule now and again.
Nancy
nancy January 1st, 2008 09:45:00 AM
I stopped making New Year's resolutions a couple of years ago, but I'm glad to see that you're willing to put some trust in your regular clients that have never screwed you out of payment for services. It's a tough thing to do, but when trust flows both ways I think it's a win-win situation for everybody.
The week before last I put in a call to my vet as Mojo had tapeworm. I have no clue where he got it from as I took a flea comb to everybody 4 times and couldn't find a single spec of flea dirt and since the cats are strictly indoors, I know they haven't eaten any mice lately.
To make a long story short, meds were put up for the cats and the dogs and I was allowed to pay my bill the next day. I called in my credit card number as promised and I had a printed reciept waiting for me when I brought Ella in a few days later.
It was explained to me at Ella's appointment that tapeworms can hang around unlike other types of worms, so I didn't neccessarily have to have a flea infested house or mice running around. The vet that put up the meds insisted that I must have fleas in the house. *rolls eyes* This was after she argued with me about how old Ella is and demanded to know why I hadn't had her spayed yet.
I know she meant well, but there was no need for the attitude or the lectures and told my vet as much. She wasn't impressed with the situation and told me to wait a couple of weeks after Ella had her shots to have her spayed. Because Ella is a Jack, her organs are going to be pretty much the same size they are now, so sugery shouldn't be a major issue. She then blamed the worm problem on Mojo seeing how he was a mess when I got him.
I'm aware of the fact that this other vet doesn't know me like my vet does and all of that, but sometimes she suffers from a severe case of tunnel vision and won't allow herself to see beyond the tunnel. I know how old my dog is and to insist that she's months older than what she really is seemed really stupid me to and it still does.
Stacy January 1st, 2008 09:55:00 AM
This is for any vet if it applies to them:
- I will not jack up treatment plans with unnecessary treatments just to make extra profit.
- I, or my techs, will explain why each treatment is necessary
- I, or my techs, will also explain how non-necessary treatments could benefit our pet
At some vets, I've had to force the issue to get this information. But, whether they've had to be coerced into explaining the reasons for treatment, I have purchased non-necessary treatments depending on the reason they're recommended.
I'm not a hard sell; I just want to know the reasons for the treatment, and not be shafted into buying things that won't benefit my pet. I haven't been to enough 'ritzy' clinics to say this with any certainty, but it seems the clinics in richer neighborhoods are more guilty of this up-marketing than rural clinics.
Sherri January 1st, 2008 11:28:00 AM
"I haven't been to enough 'ritzy' clinics to say this with any certainty, but it seems the clinics in richer neighborhoods are more guilty of this up-marketing than rural clinics."
I wonder if this isn't largely because clinics in wealthier areas have better equipement and possibly more current knowledge? Nothing against rural clinics but I've heared some horror stories especially in feline medicine abut out dated information and treatments. I'm not sure if its up-marketing as much as offering the latest options.
So here is a resolution idea:
The client will not wait until the animal hasn't eaten or gone to the bathroom for several days or has a nasty infected wound before seeking treatment and claiming "it just happened"
The tech will keep in mind that some people truly can not do certain things that may seem very simple like giving subq fluids or home testing blood sugar.
Happy New Year Everyone!
Jules January 1st, 2008 12:55:00 PM
For my awesome vet: I will continue to remember that my client never had her very own dog before this one, and she inherited it with no notice, and she is still learning some of the nuances of doggie ownership and I will help her learn and not make her feel like a total schmuck for not knowing everything about dogs yet. (I love him for this.)
For me: I will refer anyone and everyone to my vet's office. They are fantastic. I will also keep getting better at being a dog parent. :)
Cindy January 1st, 2008 01:26:00 PM
Yeah, I could write a book to! Here are the first few chapters.
For the Pet Owner:
I will check with my State's Veterinary Board to see if a prospective vet has a disciplinary record before entrusting him with the life of my pet, and I will "read between the lines" and critically assess any disciplinary records I receive, asking myself: "COULD this behavior have resulted in the injury or death of a pet?" If the answer is YES, I will give my business to a better veterinarian with high standards, a clean record, and good practices and references.
The Vet's Corrollary:
I will sincerely review my policies and practices, as well as those I establish for my business if I am a practice owner, to ensure we are conscientiously doing everything possible to provide responsible quality care for our patients. Instead of focusing on hiding any flaws in my practice and averting complaints through subterfuge I will focus on continuous improvement (which will have the same effect of making complaints unlikely) and avoiding acts of malpractice through ensuring quality care. I will keep my skills current, and will refer patients to other veterinarians with more expertise when needed, rather than practising outside my skill area.
For the Pet Owner:
I will ask questions about the staff who will care for my pet when he or she will be hospitalized or boarded. If my pet has special medical needs I will do everything I can to make sure personally that ALL staff on duty that weekend are qualifed to care for my animal. If medications or treatments are to be given, I will MAKE SURE that only licensed, certified veterinary technicians will provide such, UNDER veterinary supervision. If the hospital cannot provide that, I will find one who can. I will never leave a fragile pet overnight at a hospital that does not have 24-hour supervision. I will take the extra time and pay the extra money to transfer my fragile pet to a 24-hour hospital.
For the Veterinarian:
I will institute procedures to review the care needs of all boarded/hospitalized patients before the regular shift leaves for overnight/weekend care. If boarded or hospitalized animals require treatment or medications, I will personally ensure that staffing for overnight and weekends is appropriate to meet those needs, specifically, that staff understand the medications, dosing, effects, and other important elements of patient monitoring. I will not risk my patients lives leaving them with unlicensed unspervised staff. If a patient is post-op or has a condition that could become life threatening, I will refer the owner to a 24-hour hospital, and help facilitate the stable transfer of the patient. I will never leave a post-op patient overnight without qualified staff monitoring, nor will I leave a patient hooked up overnight to an IV without qualified staff monitoring.
For the Pet Owner:
I will not complain about prices or waiting times for non-emergency visits so long as I know my pet is receiving quality care. I know that quality care for my beloved pet is priceless. I will pay my bill and say thank you to a good vet. If I have to put the bill on plastic, so be it. Quality veterinary care is a financial priority in our home.
For the Veterinarian:
I will allow credit-worthy clients who have previously proven that they pay their bills to incur a reasonable upaid balance in emergency/urgent critical situations, and work with them to devise a payment plan.
For the Pet Owner:
I will always get a copy of my pets records upon leaving the vets, including bloodwork. I will make sure the veterinarian discusses with me any abnormal results. I will keep a duplicate medical file for each pet at home. I will review records to ensure that the right people (qualified techs) are providing care, that my comments are recorded, and that treatments offered and accepted/declined are recorded. If this is not being done, I will discuss it with the practice, and if it is not subsequently rectified, I will look for a more careful practice. I know that shoddy recordkeeping can lead to drastic mistakes, such as duplicate doses of medication.
For the Veterinarian:
I will ensure proper recordkeeping at my practice, including documentation of discussions with the client, treatments offered, treatments accepted and declined. I will require initials of veterinary technicians, time, medication types and amounts for all medications. I will require observations of the pet be kept at established intervals. I will have the owners review these records and discuss this with them before discharge, ensuring that they understand the treatments and choices.
For the Pet Owner:
If I believe my pet has been the victim of malpractice, and have evidence to that effect, I will file a complaint with the State Veterinary Medical Board, rather than shutting up and slinking away to lick my wounds. I know that it is my responsibility to report poor and dangerous veterinary practices to help protect other people's pets. I will tell others about my bad experiences to warn them, sticking to the whole truth and nothing but the truth. Conversely, when a veterinarian is providing me with quality care, I will sing his/her praises to the sky and refer people to him/her. The good vets deserve the business!
For the Veterinarian:
If, in spite of my best efforts, I or anyone at my practice does something irresponsible, commits a lapse of quality or procedure that injures or hurts a pet, I will not engage in a coverup. I will immediately notify the owner, be honest about the circumstances, take financial responsibility for the cost of any subsequent care required to address the injuries caused by our medical error. In addition, I will conduct a thorough review of the policies and practice that led to the slip-up, correcting any systemic deficiencies, deficiences in staff skill or training (including my own) that allowed this to happen. I will communicate this information to the client. Should the client choose to report me to the state veterinary board, I will tell the complete honest truth and accept responsibility for what happened. I will not destroy or alter records, intimidate current or former staff into silence, change my story, induce peers to lie, or in any other way try to shift responsibility for what occurred.
Should the worst happen, and we actually kill or contribute to the death of a patient, I will not add insult to injury by being insensitive to the client. I will, up front, offer all apologies and accept what responsibility I or my staff bear. I will show the client what steps are being taken to prevent such future tragedies. I will proactively offer to pay an amount in excess of "market value" to the owner, understanding that pets are worth much more than NOTHING, otherwise, my clients wouldn't be paying my mortgage. I will also pay all expenses related to the final disposition of the animals body. Regardless of whether or not this client takes their business elsewhere, I will proactively communicate with the client what steps continue to be taken to improve patient safety.
For the pet owner:
I will always tell the truth, as best I know it, about interactions with and services provided by my veterinarian and his staff.
For the veterinarian:
I will never, under any circumstances, sue a former client for expressing negative opinions about my services. I know that when a client has a bad opinion of the services we provide, the best thing I can do is reach out to current clients and reassure them about our practices, demonstrating commitment to continuous improvement, patient safety and quality.
For the pet owner:
When my pet is diagnosed with a disease or injury, or has a drug prescribed, I will do independent research, because I know that ultimately I am responsible for making decisions and approving/disapproving suggested treatments. This may include joining online communities of pet owners who have animals with this ailment. It also will include obtaining information from friends, reputable online journals and sources, and second opinions for more serious issues. I will make informed decisions about my pets care -- not just rely on the vet to tell me what to do.
For the veterinarian:
I will encourage pet owners to become informed about their pets illness, and encourage them to seek support groups of pet owners whose pets also have the disease in question, where available. I will not become angry, defensive, or derisive when a client reveals that he or she has learned something through online research, or when the client questions my recommendations. I will answer questions and explain my reasons for recomending a specified course of action. I will keep an open mind to new information -- including information brought to my attention by my clients. I will not make snarky comments about clients in the file.
Stefani January 1st, 2008 04:18:00 PM
I can not believe that patients (or, well, techinically the Owners of your patients) use cell phones in the lobby, let alone the exam rooms. That's unacceptable. Around here, you can't even use cell phones in the cafes! You should put up little signs on the front door of the clinic that says "Cell Phones restricted" and tell people to take it outside if they have a call that just can not wait for 30 minutes.
What is wrong with people?
Amy in Somerville January 2nd, 2008 08:21:00 AM
Amy: This is Miami. People have no compunction (or shame) about using cell phones in doctor's offices, elevators, movie theaters, in their cars (constantly, not just occasionally), in cafes, in bookstores, etc. And can we talk ringtones? This is the land of the most obnoxious ringtones ever. Try and tell anyone here to stop using their cell or to talk a little lower and they respond aggressively (presumably because I'm interrupting their conversation). I know things are different elsewhere but a "no cell phone" sign might as well be a "leave and never come back" sign for any business.
Dr. Patty Khuly January 2nd, 2008 09:51:00 AM
my vet perspective:
i will make every effort to carefully and clearly explain why each diagnostic or treatment is necessary.
owners:
i will accept that without a medical background, there are some things that i may not completely understand when explained to me - but i will also give my vet the benefit of the doubt and assume they are interested in my animal's health (first and foremost) - and that they might - JUST MIGHT - know what they're talking about.
homeless parrot January 2nd, 2008 07:22:00 PM
Well, maybe there is an upside to living among all these crabby New Englanders afterall! I can't think of a single place, other than the Mall, that doesn't have a large, colorful sign that says "No Cell Phones" in some form. Not to mention the hissing nad evil glares you get should your phone ring!
Amy in Somerville January 3rd, 2008 09:18:00 AM
Hey! I just watched the funniest video! Check out the latest adventure from Mookie and Sam (two of the world's cutest dogs) on youtube. Their new video is called "Sam goes to Texas" and it's so cute! I highly recommend it.
http://www.youtube.com/watch?v=FDdTgS0FunM
Don't forget to check out their website for more!
www.mookieandsam.com
Kaitlyn January 25th, 2008 12:16:00 PM
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