Phoning your vet for advice.. Opinions please!
Discussion
As many of you know I am a vet nurse and have been for a long time! Due to various circumstances I ended up in a new practice this year. Unfortunately I am becoming more and more conflicted with where I am. At a practice meeting this following conversation took place:
Boss - when a client phones you should not offer advice, except to suggest they bring their animal in to be seen. The reasoning for this is by offering advice it suggests to a client that we don't want to see their animal and we are putting them off (now I agree there is potential for this but I think that depends on how the person giving advice words it).
When I mentioned that I have never worked under that guidance before and always offer a patient can be seen this as still deemed unacceptable and advice MUST NOT be given over the phone. I obviously have to accept this whilst I am there but it got me thinking:
Do pet owners (like the good folk on this site) feel that being offered advice and discussing an issue over the phone if they request it means they think they are being pushed away and thus create a poor client bonding as my boss was suggesting? Or do you prefer that approach?
I don't think I have ever had anyone complain about me for taking time to chat to them about a concern they have before.
I suppose I can see it as making my life easier!! No need to try and bond/communicate over the phone anymore!
Anyway I am jabbering on.... I am curious to know what people think though. Or even does anyone really care, quite possibly not!
Boss - when a client phones you should not offer advice, except to suggest they bring their animal in to be seen. The reasoning for this is by offering advice it suggests to a client that we don't want to see their animal and we are putting them off (now I agree there is potential for this but I think that depends on how the person giving advice words it).
When I mentioned that I have never worked under that guidance before and always offer a patient can be seen this as still deemed unacceptable and advice MUST NOT be given over the phone. I obviously have to accept this whilst I am there but it got me thinking:
Do pet owners (like the good folk on this site) feel that being offered advice and discussing an issue over the phone if they request it means they think they are being pushed away and thus create a poor client bonding as my boss was suggesting? Or do you prefer that approach?
I don't think I have ever had anyone complain about me for taking time to chat to them about a concern they have before.
I suppose I can see it as making my life easier!! No need to try and bond/communicate over the phone anymore!
Anyway I am jabbering on.... I am curious to know what people think though. Or even does anyone really care, quite possibly not!
I would appreciate the option of over the phone advice, but in some ways I can understand the approach - not for the reason given but for the 'better to be safe than sorry' aspect.
Those times I've phoned my vet surgery, I've always been asked to bring my pet in - except one time when (as it turned out) I should have been told to bring a dog in as an emergency because by the time she went in the next day she was dehydrated and had to go on a drip....
I think it also depends on the owner's level of experience.
Those times I've phoned my vet surgery, I've always been asked to bring my pet in - except one time when (as it turned out) I should have been told to bring a dog in as an emergency because by the time she went in the next day she was dehydrated and had to go on a drip....
I think it also depends on the owner's level of experience.
Personally I would feel that if the only discussion a vet was prepared to have on the phone was 'bring it in' then I would feel their only real interest was in getting money.
We have a vet for the horses and one for the reptiles and both are happy to have an initial chat to see if it is worth their time in coming out/me going there. I much prefer that as there are obviously a number of very 'common' issues with animals which can be sorted out with common sense and advice.....
A blanket 'bring it in' would irritate me personally.......
We have a vet for the horses and one for the reptiles and both are happy to have an initial chat to see if it is worth their time in coming out/me going there. I much prefer that as there are obviously a number of very 'common' issues with animals which can be sorted out with common sense and advice.....
A blanket 'bring it in' would irritate me personally.......
moorx said:
I think it also depends on the owner's level of experience.
This, Last week I dragged our 45 Kilo Kafkhaski Ovcharka (google it, the most dangerous dog in the world -not) into the vet with an infected paw.
Three days later the impacted grass seed popped out, along with a pint of puss.
One phone call to the vet, they took the required treatments to a local courier who delivered them, cash on delivery, a couple of hours later.
Perhaps the vet didn't fancy injecting a wannabe bear with antibiotics, but that's absolutely normal out here.
Thank you for taking the time to reply.
Moorx, yes not taking chances is completely understandable and very often a chat ascertains and reassures an owner that a visit is best.
Our reception staff are lovely but with limited experience so often ask me to speak to clients because they don't want to just bring their animals in. I will just have to refuse to talk to them.
I previously worked in a practice who have extremely bonded clients, a very busy practice, the boss there encouraged us chatting to our clients, advising, getting vets to ring back etc etc hence why I don't buy the 'pushing clients away' reason.
Moorx, yes not taking chances is completely understandable and very often a chat ascertains and reassures an owner that a visit is best.
Our reception staff are lovely but with limited experience so often ask me to speak to clients because they don't want to just bring their animals in. I will just have to refuse to talk to them.
I previously worked in a practice who have extremely bonded clients, a very busy practice, the boss there encouraged us chatting to our clients, advising, getting vets to ring back etc etc hence why I don't buy the 'pushing clients away' reason.
I think much depends on the relationship you have with the vet/practice.
For most issues I would prefer to visit the vet, certainty for the initial consultation.
Follow ups I would be happier to carry out over the phone.
Bex - I hope this job is working out for you. I remember reading your posts late last year and thought you were going through a difficult time.
I would like to thank you for all your help and advice to the many who post here
For most issues I would prefer to visit the vet, certainty for the initial consultation.
Follow ups I would be happier to carry out over the phone.
Bex - I hope this job is working out for you. I remember reading your posts late last year and thought you were going through a difficult time.
I would like to thank you for all your help and advice to the many who post here
That makes sense Garythesign. And absolutely if you phoned requesting an appt over advice then that would be the case. I would never try and say otherwise, that appointment would be made 
Thank you for asking, good memory!!
I am not happy if I'm truthful, just trying to make the most of the situation I'm in tbh. I try and remind myself that I have a lot to be thankful for and at least I have a job. Hey ho!!
I hope I can help occasionally, alongside many others. We all play our part in helping I think.
Thank you for asking, good memory!!
I am not happy if I'm truthful, just trying to make the most of the situation I'm in tbh. I try and remind myself that I have a lot to be thankful for and at least I have a job. Hey ho!!
I hope I can help occasionally, alongside many others. We all play our part in helping I think.
I'd agree with most in saying that it's a positive thing to be able to discuss an issue over the phone rather than have to pay to do essentially the same thing. I really wonder whether your boss is just looking after his pocket but dressing it up as something else, plus perhaps coving himself from any problems arising from clients' pets being misdiagnosed.
Anyway I hope it works out for you, and keep up the helpful advice on here
Anyway I hope it works out for you, and keep up the helpful advice on here
Another poster who has been grateful for the advise you have freely given on here, and I'd like to hope that the same attitude would be forthcoming from my local vets, and to be fair when I have rang with a queery, they mostly have given advise, rather than just the line "bring him in ", obviously depending on my inquiry and the seriousness of the possible issue.
garythesign said:
I think much depends on the relationship you have with the vet/practice.
For most issues I would prefer to visit the vet, certainty for the initial consultation.
Follow ups I would be happier to carry out over the phone.
Bex - I hope this job is working out for you. I remember reading your posts late last year and thought you were going through a difficult time.
I would like to thank you for all your help and advice to the many who post here
Plus one an all the points made above Bex.....For most issues I would prefer to visit the vet, certainty for the initial consultation.
Follow ups I would be happier to carry out over the phone.
Bex - I hope this job is working out for you. I remember reading your posts late last year and thought you were going through a difficult time.
I would like to thank you for all your help and advice to the many who post here
Well, from a boss's point of view, I want all my staff to get info out of phonecalls to see what course of action is needed, it can save a lot of hassle and grief, however, we have had at least one case recently where poor communication between reception staff and vets resulted in arguably the wrong advice being given, although I am confident the sad outcome was inevitable!
However, if your practice won't value your VN experience and client care, then I believe you are in the wrong practice, not knowing your vet, I cannot say why they won't allow qualified professionals to do their job, it does sound like someone aiming to hit financial targets. It's harder for me to get our staff to do telephone triage than I expected.
In my area there is a dire shortage of VNs so hopefully you will be able to find someone who will give you the job you undoubtedly deserve.
However, if your practice won't value your VN experience and client care, then I believe you are in the wrong practice, not knowing your vet, I cannot say why they won't allow qualified professionals to do their job, it does sound like someone aiming to hit financial targets. It's harder for me to get our staff to do telephone triage than I expected.
In my area there is a dire shortage of VNs so hopefully you will be able to find someone who will give you the job you undoubtedly deserve.
Sounds like it's for financial gain. One of the vets at our last practice would always say to come back in 7-10 days for a check up - we got wise to that one fairly quickly.
Our current vet practice is very good, they know us well and take good care of our pets.
Two days ago I had to phone them to ask for advice as one of my dogs had an allergic reaction (possible wasp sting). I just wanted to ask if I could give the dog Piriton, they confirmed that I could and that if he hadn't improved after an hour I should take him into the surgery. This was sound advice and the dog improved within 15mins or so, it saved a 10minute car journey with a very distressed dog that was trying to scratch his face off
(of course if he'd had breathing issues etc I would have rushed him straight there).
Of course, vets aren't there to offer free advice but my vet knows me, and my dogs and cat, and that if it was serious then I would just ask for an urgent appointment.
I wish you all the best with your job
Our current vet practice is very good, they know us well and take good care of our pets.
Two days ago I had to phone them to ask for advice as one of my dogs had an allergic reaction (possible wasp sting). I just wanted to ask if I could give the dog Piriton, they confirmed that I could and that if he hadn't improved after an hour I should take him into the surgery. This was sound advice and the dog improved within 15mins or so, it saved a 10minute car journey with a very distressed dog that was trying to scratch his face off
(of course if he'd had breathing issues etc I would have rushed him straight there). Of course, vets aren't there to offer free advice but my vet knows me, and my dogs and cat, and that if it was serious then I would just ask for an urgent appointment.
I wish you all the best with your job
Another one here hoping all goes well for you Bex; from all the help you've given here you deserve some good karma.
I'm another who wouldn't appreciate to always be met with "bring them in" - would get my ripoff radar pinging.
We're lucky that our friend's a vet, we both have pups from the same litter (which our friend found), and one of the VNs has another pup from the next litter. The lasses on reception are always happy to help on the phone and will pass you to a VN or vet if needed - saves a wasted trip now & then.
I'm another who wouldn't appreciate to always be met with "bring them in" - would get my ripoff radar pinging.
We're lucky that our friend's a vet, we both have pups from the same litter (which our friend found), and one of the VNs has another pup from the next litter. The lasses on reception are always happy to help on the phone and will pass you to a VN or vet if needed - saves a wasted trip now & then.
Our old Vets in Kenilworth knew me & the cats, I'd happily ring for advice as to whether I needed to take them in immediately or keep watch for a while.
My new Vets.... nope, would not have the confidence to take advice over the phone - they don't remember the cats, I guess I should find another Vet I'm happier with!!
I'm sorry you're not happy, can you sckmit up,& keep looking for somewhere more 'you'?
My new Vets.... nope, would not have the confidence to take advice over the phone - they don't remember the cats, I guess I should find another Vet I'm happier with!!
I'm sorry you're not happy, can you sckmit up,& keep looking for somewhere more 'you'?
I've fairly regularly rung specifically for advice, subjecting a cat to the stress of carrier, car, waiting room & vet is not something I am prepared to do unless it's obviously necessary, whether through conversation on the phone or whatever.
Getting out to the vets costs money, time and energy all of which I don't have an unlimited supply of. So I really value a vet who won't tell me to come in unless it's really necessary, and who will reassure me etc by phone when that's what does the job.
Getting out to the vets costs money, time and energy all of which I don't have an unlimited supply of. So I really value a vet who won't tell me to come in unless it's really necessary, and who will reassure me etc by phone when that's what does the job.
Gassing Station | All Creatures Great & Small | Top of Page | What's New | My Stuff