Money Grabbing Vet!!!

smartsuit

Yesterday we had an accident where my German Shepherd while running had stepped on the left hind leg of my 7month old Jack Russel resulting in the leg being fractured. We immediately called our usual vet and were told to call the emergency number. Upon calling we were advised that there would be a £60 emergency call out fee and we explained that we were prepared to pay that amount there and then but any further payment for treatment would have to paid the following week, we were told that is not a problem and to discuss that with the vet while we were there.
We got to the Practice and gave our contact details to the receptionist. We waited approximately 20 minutes to be seen and were left alone in the waiting room, I realise that the Vet had another animal to see but we were not told anything just left to wait with an animal that was clearly in pain and stress and I would have expected to be told of a way to hold and support the dog and broken limb while we waited to avoid further damage. When we went into the surgery the Vet asked us for all of our contact details again and proceeded to enter all of that information into the computer before he even acknowledged the dog on the table. We had already given all of this information and I saw this as an unnecessary activity given the fact that our dog was still in pain. We were then advised that the dog has a possible fracture to its leg and would need an x-ray and sedation costing approx £170. We advised the vet that although we could pay for this treatment in full next week we were unable to cover the full cost there and then but could cover the £60 emergency fee and provide bank/card details to cover the rest to be taken in a few days time. At that point the vet stated that all treatment must be paid for in full immediately and if we were unable to pay now then he could not treat the animal.
At this point my concern for the dog took over and I was more concerned about the welfare of the dog. I told the vet that I do not wish to enter into an argument about the reasons of refusing treatment as I needed to go and seek alternative treatment elsewhere. He said "Go then"! He sat down in his chair at the computer and made no effort to stop us leaving. A client in the waiting room asked why we were leaving so quickly as she knew the dog had a broken leg from our conversation with her while waiting. We told her that we had been refused treatment on the grounds of not being able to pay in full although we had offered alternatives. So we left there with a distressed animal still in obvious pain.
After a few phone calls I managed to find a vet that would treat the dog and the dog is now awaiting an operation to fix the leg.

I am left feeling disgusted at the way we and the dog were treated. If I had gone into the vets and said "My dog has a broken leg, fix it but I am not paying" then I could understand.
I have complained to various governing bodies and emailed all of the local vets that use this vet as the emergency surgery. I dont want compensation, just dont want anyone else treated the same way.

lush_walrus

I can see your point up to a point, especially the fact that your pet was in pain and you wanted to have it treated. But, vets are not NHS and are not obliged to treat animals if no payment is available at that time. The problem from their side is if they treat your dog without a payment being available, what is to say you will actually pay in the future without being chased via small claims.

I am sure you are a totally decent person who would pay, but there is no way for an emergency vet to know who you are and what your morals are. Sadly, they have probably been bitten by non payers in the past and that has ruined it for honest people. Vets are businesses, not charity or public funded, and as such they have their prices and these need to be paid upon their conditions.

smartsuit

I have since learned that this practice is accredited by the RCVS as an Emergency care clinic and their guidelines state:

"7. If an owner of an animal, who is not a client of the practice, requests an emergency out-of-hours consultation, the veterinary surgeon may reasonably direct the owner to his or her usual veterinary surgeon and decline to carry out the consultation. However, immediate first aid and pain relief must be provided to the animal if, for whatever reason, the owner cannot contact his or her usual veterinary surgeon. The veterinary surgeon should be aware that holiday-makers, new owners and other categories of animal owner may not have a 'usual veterinary surgeon' in the locality.

16. A veterinary surgeon or a lay member of staff accepting telephone calls must not refuse emergency veterinary attention because the caller is unable to make immediate payment for the treatment. Arrangements for payment should be discussed at an early stage, but immediate first aid and pain relief should not be delayed while financial arrangements are agreed."

No pain relief was administered or even offered, the dog was just allowed to suffer in pain and distress until we found an alternative. Payment for the treatment was primary concern and no consideration to the animals welfare was given.

The point is, this was an emergency treatment on a sunday, I offered to pay the £60 fee there and then and the rest next week, the dog would have been in for a few days most likely and I would have had the money to pay in full by the time the dog was collected, they wanted the money UPFRONT!
He would not have forked out £170 for treatment, the majority of that cost is his markup, an x-ray realisticly costs about £5 to take, it is only a camera, yes an expensive camera but still a camera. My missus works as a dental practice manager and they take x-rays all day long. A pack of 20 films is around £20. Yes I know that they have to cover the cost of the purchase of the machine but what I am trying to say is, my £60 would have covered thier expenses and they would not have been out of pocket. I know they run a business but they do not run a shop, they run a Vets. They should have some compassion for animals, if they dont they should look for a new career.

asea

oh my god, i'm horrified..

i understand what lush walrus is saying but surely the number one priority should be the animal? don't vets take some sort of hypocratic oath (prob not)

if the OP was told that advised at the time of calling that the policy was to take all of the money upfront she would have had an opportunity to find someone else who didn't have such a policy!

I hope your dog recovers soon smartsuit!!

alwaysonthego_2

this is terrible to leave a poor animal in pain.Obviouly this so called vet does not have compassion for his clients well being. I find it inhuman how he could let the dog suffer

vikingaero

I ran this past my friend who is a Vet and he says that it was very very harsh to refuse treatment or immediate pain relief.

But he does empathise with the other side of the coin. Too many pet owners bring in animals for emergency treatment and disappear forever giving false names and addresses. Where they do give genuine details and the animal dies fairly soon after, many think that the loss of the pet means that they don't have to pay.

In hindsight if you couldn't pay immediately then maybe you should have looked in the Yellow Pages for the PDSA number?

hollydays

I agree with what asea says-you were told it wasnt a problem.You really need to find out why you why they were inconsistent-and what their policy would be in future.also agree with lush walrus,but his callousness-well there is no excuse for that-but remember,never make any threat you arent prepared to carry out-unfortunately he was in a position of great power here,shame he abused it.
Its in great contrast to a time when I once had to take my dog to a vet on boxing day,i thought he might be a bit miffed-but he was greatly concerned for the animal who was in great pain and money was never mentioned,thats a vocation i reckon

Swattie

smartsuit - have you thought of sending a letter to the RCVS complaining about the vet - he;ll just get his hand slapped - but he may think twice about leaving a pet in pain again
or
you could write a letter to the local paper naming & shaming him

it is unacceptable that he left an animal in pain

smartsuit

The RCVS are sending out the correct forms to fill in and complain.
We have visited and she is recovering. Has to have pins inserted tomorrow and then home in the evening or on Wednesday. Here is a pic of the xray.

asea

hope she recovers soon poor poppet

pulliptears

In hindsight if you couldn't pay immediately then maybe you should have looked in the Yellow Pages for the PDSA number?

The PDSA will only assist with treatment if you are claiming income support or housing benefit. My mum went through a similar thing last bank holiday monday when her little dog tore his cruciate ligament.

My parents are elderly, my dad terminally ill and claiming disability and terminal illness benefits. They were still charged £60 for a half hearted examination and a painkiller. Their advice was to take the dog to their own vets the following day.
Leo was in pain for a further 24 hours until their own vet could operate the next morning.

Its incredibly annoying when you have worked all your life and never claimed anything until illness forces you to that these "charities" will not help.