Can my vet refuse treatment we have paid for?

Teds_daughter

My dog had a knee operation that was fully paid for and included a post op x-ray, consultation and removal of the stitches. The day we collected him the whole country went into lockdown. We were unable to take him back for the check up and x-ray and I had to remove his stitches myself. Whilst the country was still in semi lockdown, hospitals, vets etc were not allowing people into their buildings unless they were the patient, we had a call from the vet saying we could take the dog to the car park where he would be collected and taken off for his x-ray. I refused this offer as my dog is very nervous and would be traumatised by being led away from us. The vets were very aware of this. We were also worried about catching covid as we have vulnerable family members. My dog has now started to have problems with his leg so we asked the vet to perform the x-ray that we have paid for. They have told us that we can no longer have that x-ray and will have to pay again. Is this legal? Do they not have to return our money if we have not had the full treatment? 

marcia_

why didn't you ask for a refund at the time??

Teds_daughter

marcia_ said:

why didn't you ask for a refund at the time??

We intended to have the x-ray and it was all part of one charge that we paid up front when we took him in to have the operation. 

Olinda99

I am guessing that the first x-ray was part of the package of  treatment consisting of the operation and care following the operation.

you refused the follow-up X-ray at the time and thus the treatment came to an end because of this.

the x-ray now is a completely different matter and and not linked to the treatment plan that you had back then

Aylesbury_Duck

Olinda99 said:

I am guessing that the first x-ray was part of the package of  treatment consisting of the operation and care following the operation.

you refused the follow-up X-ray at the time and thus the treatment came to an end because of this.

the x-ray now is a completely different matter and and not linked to the treatment plan that you had back then

I agree with this, but the devil may be in the detail.  What exactly happened around this bit:

Teds_daughter said:

 we had a call from the vet saying we could take the dog to the car park where he would be collected and taken off for his x-ray. I refused this offer as my dog is very nervous and would be traumatised by being led away from us. 

What did the vet say when you refused this option?  Did they offer anything else?  Have you not contacted them at all for around three years?

Teds_daughter

Aylesbury_Duck said:

Olinda99 said:

I am guessing that the first x-ray was part of the package of  treatment consisting of the operation and care following the operation.

you refused the follow-up X-ray at the time and thus the treatment came to an end because of this.

the x-ray now is a completely different matter and and not linked to the treatment plan that you had back then

I agree with this, but the devil may be in the detail.  What exactly happened around this bit:

Teds_daughter said:

 we had a call from the vet saying we could take the dog to the car park where he would be collected and taken off for his x-ray. I refused this offer as my dog is very nervous and would be traumatised by being led away from us. 

What did the vet say when you refused this option?  Did they offer anything else?  Have you not contacted them at all for around three years?

He said we could make an appointment when we were ready for the x-ray. We have been in constant contact as they are the vet we use for all treatment for our pets including our 2 other dogs. We have flea treatment etc.

Teds_daughter

Olinda99 said:

I am guessing that the first x-ray was part of the package of  treatment consisting of the operation and care following the operation.

you refused the follow-up X-ray at the time and thus the treatment came to an end because of this.

the x-ray now is a completely different matter and and not linked to the treatment plan that you had back then

If the treatment we had is now causing problems then it's the same issue.

Aylesbury_Duck

To answer your question about the legality of it, it depends.

I think you should write to the practice asking why they aren't prepared to conduct the x-ray or refund you for the x-ray.  It might provoke a different response, but if it doesn't, you at least understand why and can then come back here for advice.  At the moment, we're all guessing somewhat.

x_raphael_xx

Aylesbury_Duck said:

To answer your question about the legality of it, it depends.

I think you should write to the practice asking why they aren't prepared to conduct the x-ray or refund you for the x-ray.  It might provoke a different response, but if it doesn't, you at least understand why and can then come back here for advice.  At the moment, we're all guessing somewhat.

The vets were prepared to conduct the x-ray.

Op refused the car park handover procedure, which most vets were operating at that time. I had to do the same with my pup.

They also told the op they could come in anytime for the x-ray when they were ready, but op has waited 3 years and for a problem to develop?

Op, why didn't you take the dog in as soon as lockdown conditions eased?

I understand the dog would be nervous being handed over, but even if the vets were operating as normal, the dog would still have needed to be handed over and out of sight of the owners for the x-ray. So a car park handover wouldn't have been much difference.

Teds_daughter

x_raphael_xx said:

Aylesbury_Duck said:

To answer your question about the legality of it, it depends.

I think you should write to the practice asking why they aren't prepared to conduct the x-ray or refund you for the x-ray.  It might provoke a different response, but if it doesn't, you at least understand why and can then come back here for advice.  At the moment, we're all guessing somewhat.

The vets were prepared to conduct the x-ray.

Op refused the car park handover procedure, which most vets were operating at that time. I had to do the same with my pup.

They also told the op they could come in anytime for the x-ray when they were ready, but op has waited 3 years and for a problem to develop?

Op, why didn't you take the dog in as soon as lockdown conditions eased?

I understand the dog would be nervous being handed over, but even if the vets were operating as normal, the dog would still have needed to be handed over and out of sight of the owners for the x-ray. So a car park handover wouldn't have been much difference.

When we spoke to a different vet phone about removing his stitches she told me my dog was vile and had been a really bad patient, he was aggressive to them and not a very nice dog. He was a nine month old Bichon X puppy. He is very traumatised from the time we got him at 12 weeks old he had terrible knee joints and would scream in pain. We were unable to walk him so he was not socialised and became a very frightened little dog. To be told these things about him by a vet made us not want to leave him with them. Today he started to scream in pain again and he needs to have an x-ray to see if the operation they did, cutting his bones in half an pinning them back together, has gone wrong. 

the_lunatic_is_in_my_head

Hello OP

Sorry to hear your dog is in pain  

I think you need to look at this from a different angle.

Firstly you have what was paid for and not received aspect, you may have a claim for some money back, even if it were viewed you broke the contract.

The second issue and most important is whether the procedure carried out the first time was done correctly, I think you are better off taking the dog to a new vet and seeing if they can examine the previous treatment and state whether it's been done correctly or not.

If it has been done correctly then you need to get the dog the help they need now so they aren't suffering and you can decide later whether to try and claim any money back from the first vet for the services that were not carried out.

If the second vet says there was a problem with the first procedure then I think you need professional advice to pursue action against the first vet