Phoning your vet for advice.. Opinions please!

[bexVN]

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!

[bexVN]

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.

[bexVN]

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.

[bexVN]

Thank you to everyone who has taken the time to reply.

It kinda knocked me to feel that something I had always prided myself on to, what I thought was, helping with client bonding could apparently be the opposite.

[bexVN]

Thevet said:

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.

Thank you for your reply. One thing I have had happen frequently in this practice is receptionists coming to me to help talk to clients on the phone due to their limited experience and lack of knowledge. It is a big responsibility so if in doubt I will advise an appointment. I don't think it has served me wrong yet (not that I can recall) I also record my conversations on client records.

I now know that this is not something I will need to do!