Vets error- advice on what to do next

ChinUp_2

I took my dog to the vets to have a lump removed from near her nipple. I was told it could be cancer and the only way to find out is by sending the results off for analysis costing an additional £60. I decided I wanted to know the results for piece of mind and for my dogs future health. The operation went ahead and I paid the bill. The next day the vets called to say they had lost the lump so couldn't send it off for analysis! I was angry, frustrated and upset. I am told they looked in all the bins and couldn't find it so refunded me the Additional £60 I had paid. I felt this was not good enough, worrying about my dogs health I wrote a letter of complaint asking for an explanation of how and why this happened and what they were going to do about it.

After 2 frustrating weeks I got a letter back from them. The letter has infuriated me. It is full of blatant lies all the way through and they are making out I never wanted the results and that because of this they through the lump away. No apologies whatsoever. Its as if the few staff involved have clubbed together to come up with a bag of lies to get out of the mess they are in. :mad:

I am going to call the head office next and see how they respond, I'm then thinking of going to the local newspaper to get my story in there. I want to know how I can take this further? Can I take them to court? Where can I get help from?

Any help would be appreciated. Thanks

juliebunny

Goodness. Well if it's a dispute about the bill, you need to go via the small claims court but you could complain to the RCVS if the complaint is about the vet themselves - I would think a threat to do this may be enough as it's very serious for them.

Although it may be another member of staff rather than the vet themselves?

I would put your complaint in writing to the Head Office and send registered post.

How is your dog doing?

birduk

Can I ask exactly what it is you want from them? The lump has gone, puppy is OK I take it? They have lost the lump, or disposed of it, whichever side you look at it from. What outcome do you want?

"I am going to call the head office next and see how they respond, I'm then thinking of going to the local newspaper to get my story in there. I want to know how I can take this further? Can I take them to court? Where can I get help from?"

What do you think you are going to achieve when you have your day in court? Why does everyone want to sue for the tiniest thing in this world? Perhaps you should just keep an eye on your beloved puppy and just move on from it? Do you not think that misunderstandings or mistakes ever happen? Do you never make a mistake?

jamsandwhich

birduk wrote: »

Can I ask exactly what it is you want from them? The lump has gone, puppy is OK I take it? They have lost the lump, or disposed of it, whichever side you look at it from. What outcome do you want?

"I am going to call the head office next and see how they respond, I'm then thinking of going to the local newspaper to get my story in there. I want to know how I can take this further? Can I take them to court? Where can I get help from?"

What do you think you are going to achieve when you have your day in court? Why does everyone want to sue for the tiniest thing in this world? Perhaps you should just keep an eye on your beloved puppy and just move on from it? Do you not think that misunderstandings or mistakes ever happen? Do you never make a mistake?

It's blatantly obvious in the first post that the OP wants to know if the lump was cancerous - if the lump has been lost then this is not possible to find out is it. The OP was told by the Vet 'it could be cancer' and they need to send the lump off to find out so no, they don't know if pup is OK - get off their back and if you can't be constructive why have a go?

I read it as the OP is angry that they did not take enough care with the removed lump so it could be analysed and therefore she is now not able to find out one way or the other - any decent pet owner would be right to be mad and want to know what can now be done to rectify this - I don't read anything about financial gain just how common sense went wrong???

OP - write to HO, enclose tour letter and their reply, stick to the facts and give them seven days to reply - hope it gets sorted, they may have other ways of finding out ?

birduk

jamsandwhich wrote: »

It's blatantly obvious in the first post that the OP wants to know if the lump was cancerous - if the lump has been lost then this is not possible to find out is it.

I read it as the OP is angry that they did not take enough care with the removed lump so it could be analysed and therefore she is now not able to find out one way or the other - any decent pet owner would be right to be mad and want to know what can now be done to rectify this - I don't read anything about financial gain just how common sense went wrong???

OP - write to HO, enclose tour letter and their reply, stick to the facts and give them seven days to reply - hope it gets sorted, they may have other ways of finding out ?

And my point is that the lump has gone. It is no longer possible to analyse it. I understand that was what they wanted in the first place, but sadly that cannot be done. So what do they want now????

jamsandwhich

birduk wrote: »

And my point is that the lump has gone. It is no longer possible to analyse it. I understand that was what they wanted in the first place, but sadly that cannot be done. So what do they want now????

To be on tenterhooks for the rest of pups days maybe - the vets could possibly do a tissue analysis from the lump site but haven't offered this? I am not a Vet so wouldn't know? However, being evasive and rude and not trying to rectify a mistake is wrong however you look at it - Is OP supposed to just trip out and go 'oh, ok fair enough my pup might have cancer but I will just crack on eh'? and not even think about it - maybe an apology would have gone a long way.

birduk

jamsandwhich wrote: »

To be on tenterhooks for the rest of pups days maybe - the vets could possibly do a tissue analysis from the lump site but haven't offered this? I am not a Vet so wouldn't know? However, being evasive and rude and not trying to rectify a mistake is wrong however you look at it - Is OP supposed to just trip out and go 'oh, ok fair enough my pup might have cancer but I will just crack on eh'? and not even think about it - maybe an apology would have gone a long way.

Obviously it is an emotive issue, but you need to take the emotion out of it! Maybe I am dead inside, but I'd rather look for a practical solution. Getting angry and shouting to the paper and going to the courts- how will that help dear puppy?

OP needs to go back to the vets and ask what can be done to rectify this- in a calm manner. THey need to work together to find a solution and see if any further tests can be run. That won't happen at the newspaper office now will it?

little_miss_muppet_face

birduk wrote: »

Can I ask exactly what it is you want from them? The lump has gone, puppy is OK I take it? They have lost the lump, or disposed of it, whichever side you look at it from. What outcome do you want?

"I am going to call the head office next and see how they respond, I'm then thinking of going to the local newspaper to get my story in there. I want to know how I can take this further? Can I take them to court? Where can I get help from?"

What do you think you are going to achieve when you have your day in court? Why does everyone want to sue for the tiniest thing in this world? Perhaps you should just keep an eye on your beloved puppy and just move on from it? Do you not think that misunderstandings or mistakes ever happen? Do you never make a mistake?

And you think this is a helpful post because of what reason...??
I find your post quite narky and not helpful in the slightest...


I dont think that taking the vets to court would be helpful at all but i think you need to find out if there is any other way that you can find out if your dog is sick.. as some cancers can be treated if found out early enough...

ChinUp_2

Thanks to those who have replied with advice. My dog has recovered well, stitches have healed nicely. I have looked into the RCVS to complain but as you say, we don't know exactly whose fault it was. The main thing I want from all of this is an apology, an explanation of what went wrong and any further tests they can do to determine whether the lump was cancerous or not. The letter said that they couldn't do any tests (I had suggested blood tests) to find out if it was cancer and that the vet said it didn't look cancerous (they would say that in the circumstances) so that doesn't really put my mind at ease. If the letter had provided me with an apology and explanation that would be the end of it but the fact is that they have made up a whole host of lies to hide behind. This has annoyed and frustrated me more than I already was after their error.
I have decided to reply to the letter from the vets, if I still don't get an honest reply and apology then I will be complaining to the head office.

tankgirl1

I would contact the RCVS anyway, and ask for their opinion

CFC

RCVS. That level of care and attention is atrocious.