Liver Shunt? Maybe? I don't know what to to!

I get that Barb was very disatisfied with the services rendered and was very upset, but sorry folks, I don't believe it is ever "ok" to throw something at someone. I mean, when was the last time someone threw something at you while you were working ???!!! I work as a receptionist at our vet. practice and have a actually had clients walk up to me and begin shouting at ME because of our practice's protocols and yes, they have tossed their card at me in disgust. Here's a news flash-it's more than likely that the "stupid"receptionist didn't set up the practice's rules and regs and doesn't determine tx plans or costs. We just tally up the bad news and catch the $ when it flys by... If you act like a PITA then you will be labled as such...and yes, we know that pet parents are very stressed out about their dear pets' health issues and the cost to tx them, and so we mutely listen as people go off. For legal reasons these "encounters" are documented in SOAP notes with the rest of visit notes. We have all said and done things we regret and forgiveness is the answer. End of rant- just couldn't hold it in any more. :fl
 
Tagg said:
Barb if you are interested in trying the internal medicine specialist either in Toronto or Guelph and need a place to stay, you can count on me. You and Bacca are always in my thoughts.

Joanne
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I'm so sorry you're going through this Barb. I wish I had stronger, more fitting words to express this.

I'm glad you have a good vet that you can start over with from scratch, hopefully you can come up with some sort of solution.

If not, I always hear wonderful things about the University of Guelph's veterinary hospital, its the place to go down here in Southern Ontario if you need to see a veterinary specialist. You're always welcome to stay with us too, though I think Joanne maybe a shorter drive than we are. :smile2:
 
mellie said:
I get that Barb was very disatisfied with the services rendered and was very upset, but sorry folks, I don't believe it is ever "ok" to throw something at someone. I mean, when was the last time someone threw something at you while you were working ???!!! I work as a receptionist at our vet. practice and have a actually had clients walk up to me and begin shouting at ME because of our practice's protocols and yes, they have tossed their card at me in disgust. Here's a news flash-it's more than likely that the "stupid"receptionist didn't set up the practice's rules and regs and doesn't determine tx plans or costs. We just tally up the bad news and catch the $ when it flys by... If you act like a PITA then you will be labled as such...and yes, we know that pet parents are very stressed out about their dear pets' health issues and the cost to tx them, and so we mutely listen as people go off. For legal reasons these "encounters" are documented in SOAP notes with the rest of visit notes. We have all said and done things we regret and forgiveness is the answer. End of rant- just couldn't hold it in any more. :fl
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Mellie,

You are correct - I was wrong to take my frustration out at the staff (even if the "staff" that I threw my card at was the vet herself). It's never appropriate to do that, and I do regret my action.

That being said, this specific situation did and continues to highlight problems in the vet industry. Having now finally received the written files on Bacca's condition, it seems that my assessment of them charging me for services not required is even more warranted. So my anger does have some justification.

The fact is they made a diagnosis to me of a liver shunt and a quote of $5,000+ for surgery. But the notes actually suggest that it MIGHT be liver shunt or might be gladder stones, and at the time of the quote his bloodwork was not yet received. And in making this diagnosis they duplicated the exact same work that my vet had done. Sorry but that's robbery. I don't think anyone can blame me for being angry...mostly because I had to put Bacca through the whole fasting and testing experience for no more information than I had before. I think I was more upset about that than the money
 
BarbV said:
Mellie,

You are correct - I was wrong to take my frustration out at the staff (even if the "staff" that I threw my card at was the vet herself). It's never appropriate to do that, and I do regret my action.

That being said, this specific situation did and continues to highlight problems in the vet industry. Having now finally received the written files on Bacca's condition, it seems that my assessment of them charging me for services not required is even more warranted. So my anger does have some justification.

The fact is they made a diagnosis to me of a liver shunt and a quote of $5,000+ for surgery. But the notes actually suggest that it MIGHT be liver shunt or might be gladder stones, and at the time of the quote his bloodwork was not yet received. And in making this diagnosis they duplicated the exact same work that my vet had done. Sorry but that's robbery. I don't think anyone can blame me for being angry...mostly because I had to put Bacca through the whole fasting and testing experience for no more information than I had before. I think I was more upset about that than the money
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Since we are talking about your frustration with the veterinary experience, I must insist that your anger was justified and even the way that you expressed it was not out of the ordinary.

At the hospital where I work, I learned a long time ago to leave my ego at the door when I walk into the hospital. A certain amount of anger and expressions of anger and stress are to be expected every day when you are dealing with people's loved ones. Extraordinary emotions arise and it is necessary to diffuse the situations before they become 'situations.' From what you have said, the staff reacted negatively to you and therefore you reacted negatively to them. Bacca is the concern and alll staff should realize that and try to calm and comfort, not behave as if it is business as usual.

Compassion is necessary to survive the process of a sick family member and if a staff member loses that ability to be compassionate they need a big timeout.

Big hugs,


Kate
 
I will admit to having walked out of my vets office without paying for services. I stated my point in a rational way, the vet at the time didn't get it, so I left and got those same services for the appropriate price ($113 versus $260). I spoke to the owner later, and he totally got it (yay for other rational people!)

I know I'm a PITA client. I know there are some vets in the practice I don't need to see (the ones that treat my like I'm 5). However, when the owner walked in for my last visit and said "oh good, it's you, not your mother", that made me feel better. We had three minutes of "puke n' poo, three dogs, can I have flaggyl?" "sure", and 15 minutes of immunology lesson and a breakdown of the latest conference he went to.

He knows that if there is an inconsistency in his system, it's going to be me that finds it, and he's OK with that, as long as I'm not mean to the staff (which I have never been. Challenging? yes, mean? no).
 
I admit I was less than pleasant when the vet that did Rhi's spay damaged her throat by trying to pass a tube that was too big, shaved off the tops of two of her mammory glands as well as leaving deep groves where her tech turned the clippers sideways and then didn't call, as requested, the minute she was off the anesthetic as she is not a dog that can be caged so she had no leather on her nose and a broken tooth when I arrived.
I told her that she could get her butt up to my house instead of me driving the 1/2 hour to her office to examine the damage, provide me with pain meds, antibiotic cream and meds at her own cost. She try to make excuses but when I told her that I would march the dog up to be examined by someone from the governing body of veterinarians she came to my door with $300 worth of supplies and apologized to me. For the past 8 years I have had to soak Rhi's food so that it will bypass the esophageal pouch left by this woman and hope that she never aspirates because of the damage. Yeah, she heard some cursing and I would do it again in a heartbeat.
Needless to say she is no longer part of the veterinary team that cares for any of my animals and I had to make sure she wasn't part of the emerg service that I use as around here the vets buy into the emerg clinics and take turns staffing them.
 
To be honest, I think the vet and staff did try to handle me with care. But frankly, I was so upset with being charged and charged again for work that had already been done and being told that the only option was $5,000 in surgery, I don't think think there was anything more that they could do except label me as a crazy woman.

Yes, we know of workplace protections in place in Ontario, and most likely, the comment on file where to cover their but in case the crazy woman came back later......I get that, but it did make me pause when I read it on Bacca's file.

Intellectually, I know that you can't win if you take on a fight in anger. Emotionally, at the time....I was exploding.

This file is a long way from resolution. I'm gathering material for another opinion. My breeder's vet, who also has Shelties of his own. Perhaps, after reviewing the file I might have another opinion that I can trust.
 
I hope that the new vet will be of some help Barb. We try to do our best by our little fur friends. I know that there are limits too. I'm shuddering thinking about Tinsel's renewed limping and hoping that surgery isn't required. Orthopedic specialists are not shy about billing. He's supposed to be seen tomorrow but we are expecting an ice storm so it may have to be delayed. Fingers crossed for both Bacca and the Tin man.
 
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