Unresolved dissatisfaction about vet treatment or perceived negligence leads to resentment and a poor ongoing relationship. Whatever their nature, complaints should be resolved. Usually, dissatisfaction centers on perceived inappropriate treatments, poor after-care, perceived failure to diagnose or to administer timely treatments, and failure to refer to another center.
Some Pet-Owners Are Unhappy About Veterinary Fees
Pet owners also complain they did not always understand the scale of charges prior to agreeing to treatment courses, that final fees are higher than discussed charges as outlined by the British Veterinary Association, and that updates are not given during ongoing treatment schedules, denying owners the chance to opt out of unaffordable programs.
Things to Consider When Complaining about Vets
Pet owners should consider whether it is an appropriate time to complain. If a treatment had a negative outcome and an owner is upset or grieving, heightened emotions may lead to unfair or irrational judgments; owners often feel differently later. It is sensible for the pet-owner to take time to recover before reconsidering. People for the Ethical Treatment of Animals (PETA) suggests obtaining a second opinion from another vet.
Making a Complaint to the Veterinary Practice
If, on reflection, the pet owner considers his grievance still valid, the first approach should be to the veterinary practice itself.
It is unacceptable and unfair to take complaints about veterinarians to any regulatory body without having addressed it with the veterinarian concerned, and it should also be noted that regulatory bodies' procedures may only deal with serious malpractice or misconduct issues, not generalized complaints. It is good practice to resolve the issue directly with the veterinarian concerned by requesting a meeting with the vet who actually treated the animal, or sending a letter to that vet outlining that an amicable resolution is sought. However, should that feel too awkward then a letter addressed to the Practice Manager or Senior Partner is appropriate.
Effective Complaining
Complaints should be non-confrontational:
- Complaints shouldn’t dwell on perceived failures but also acknowledge what the veterinarian has done well in treating the pet;
- Avoiding complaints becoming personal or derogatory will keep matters professional and cordial;
- Issuing unfair deadlines for responses only antagonizes. Veterinarians will be grateful for longer lead times for relevant data to be gathered and a considered response formed;
- Requests seeking a measured financial compromise are more favorably received than requests for total waiving of fees; costs and overheads were incurred and while some offset may be achievable, ‘free’ treatment requests are unjustified;
- A pet-owner accepting some responsibility for a misunderstanding will diffuse the situation and apologies for earlier abruptness or discourtesy are vital to resolution;
- Complaints should be detailed in a clear and calm manner using appropriate language. Saying ‘I may be wrong but I felt that you didn’t try to consult me’ is preferable to ‘you just didn’t bother asking me’. All language can be modified to say the same, less aggressively;
- Veterinarians should be asked for their suggestions for resolution, and the pet-owner must be open to listening;
- Pet-owners should tell the practice of their next steps and never complain to regulatory bodies without first trying to resolve privately.
Pet Owner Responsibilities
Pet owners should recognize communications may have failed due to no fault of the veterinarian. Owners are under extreme stress when pets are sick, and this can lead to heightened sensitivity and misunderstandings. Pet owners should also accept that veterinarians must make critical decisions about treatments for animals left in care when owners are not always contactable. They may also need to use intervention or diagnostic methods that are costly in critical situations; there is not always the opportunity to consult with owners.
Taking Complaints Higher
Should an issue fail to be resolved between pet owner and veterinarian despite best efforts, legal advice may be required; claims for professional negligence may be dealt with by the respective veterinarian's professional indemnity insurance or through the civil courts.
It is important to clarify that veterinary regulatory bodies' procedures - depending on the country concerned - may only deal with professional conduct issues, rather than generalized complaints or suspected negligence. Careful enquiries should be made before any complaint is issued to a regulatory body.
In the USA each state has its own Veterinary Licensing Board responsible for the regulation of veterinarians, and the respective Board’s complaints procedure should be followed. Visit the American Association for Veterinary State Boards.
In the UK the Royal College of Veterinary Surgeons (RCVS), provides advice to the public about specific areas of veterinary conduct and practice, but can only investigate complaints which raise issues of professional misconduct; perceived negligence may not fall within this.
The RCVS issues clear guidelines for what may constitute misconduct; these can be found by reading:
'Making a complaint to the RCVS - A guide to our complaints procedure ' and 'What the RCVS can and cannot do'.
Cheryl-Anne Jenkinson - Cheryl-Anne Jenkinson is 44 years old and has spent the last 20 years working in the qualitative strategic research sector, where she has ...
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