Making a complaint at Vets...UPDATE 15/4/09

How?

Basically i am still very raw over the death of Jasmine.

Jasmine was admitted around lunch time on Monday, I phoned not long after and the Vet returned the call around 2.30pm. I asked about Jasmines progress. She said she was given a gut stimulant and had eaten a little.

I decided to phone back around 7pm, i was told the Vet would ring me back once change over had happened. The Vet rang back about 7.20pm, giving me the worse news. Jasmine had passed away. The Vet told me that at around 5.30pm when she went to syringe feed her, Jasmine was laid on her side, within mins Jasmine passed away.

So why wasnt i contacted after Jasmine had passed? :?

Its hard enough loosing a much loved animal, but to then question the care and practice? To put more salt in the wounds, this is the third animal i have lost in the Emergency Vets care.

What would you do?

I would write a letter of complaint as they should have informed you immediately especially as you had rung at 7.00 pm and they hadn't told you this then.:shock:

I would definately complain about the lack of communication.When Graham was poorly the vet contacted me at every stage, just before the GA, straight after with the xray results, then again with ultrasound results, then again when he came round. She then rang to say his lungs had filled up and they didnt think he would make it. Then about ten mins later as i was driving in to be with him she rang again to say he had just passed.

To not tell you as soon as she had passed is terrible! When would they have let you know if you hadnt rang them? I would definately be lodging a complaint.

hurricanhoney said:

I would write a letter of complaint as they should have informed you immediately especially as you had rung at 7.00 pm and they hadn't told you this then.:shock:

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I found that even more worrying. I rang at 7pm and told them i was after an update on Jasmine, to be told i would be phoned back, asuming everything was Ok, as you would :roll:

Im at this Vets tomorrow. Who would i ask to speak too about making a complaint?

Natsanth said:

I found that even more worrying. I rang at 7pm and told them i was after an update on Jasmine, to be told i would be phoned back, asuming everything was Ok, as you would :roll:

Im at this Vets tomorrow. Who would i ask to speak too about making a complaint?

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Normally the Practice Manager I would imagine. x

rachie_j said:

I would definately complain about the lack of communication.When Graham was poorly the vet contacted me at every stage, just before the GA, straight after with the xray results, then again with ultrasound results, then again when he came round. She then rang to say his lungs had filled up and they didnt think he would make it. Then about ten mins later as i was driving in to be with him she rang again to say he had just passed.

To not tell you as soon as she had passed is terrible! When would they have let you know if you hadnt rang them? I would definately be lodging a complaint.

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This is my concern, as i was advised to ring in the morning, so if that was the case when would i of known?

Buuny_Friend said:

Normally the Practice Manager I would imagine. x

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Thankyou.

I so feel for you Nat & so understand what you're going through - especially as its the emergency vets you've used

To be honest if it was me, I would be making a complaint - to not even call you knowing Jasmine had passed away is unforgivable in my opinion. As you say as well as questioning the care & treatment they gave her. I know it won't change anything & won't bring Jasmine back, but it might help you to grieve by doing this - as you will also be feeling so angry, as well as upset at your losses.

I have to say our experiences of emergency vets isn't that good either - the one we use in Sheffield is not rabbit savvy at all, but it's the out of hours service that our normal vet has in place. I dread ever having to go to them again. We lost Alfie the same day after he'd spent all day in the emergency vets - they sent him home, saying he was fine - he then had a stroke in my arms as I tried to syringe feed him . We then lost Jemima on the vets table - she had a heart attack at the emergency vets - I'm not saying this was their fault, but I'm not convinced they wouldn't have known how to treat her had this not happened :?

Looking back now, I wish I'd complained - I know it might not have got me anywhere, but it might have helped me cope with things a bit better.

I think I would start by asking them for a copy of their complaints procedure & take things from there. Give it a few more days to consider how you feel further.

Natsanth said:

Thankyou.

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You might even be able to take it up with the Royal College of Veterinary Surgeons too if you believe her care wasn't of a good standard. xxx

This has just made me think further into the loss of our two other animals whilst under there care.

Bella was poorly and admitted for xrays and blood tests, but couldnt go under GA due to been ill. So they were "building her up". Before the tests could take place Bella had a sezuire at the Vets. The Vets rang me and told me, i was obviously devasted, i asked how and why, they said many things and one comment was it could of been something that had given her. I asked for a Post Mortem to be done. My wishes were not carried out. I rang back that evening after not hearing anything to be told the PM wasnt done. Obviously i was livid. The Vet (night Vet) apologised and said it must of been some miss understanding in communication. The Vet offered to carry out a PM but this was a good 6hrs plus later.

Clifford one of our chinchillas was also under there care. He too was been "built" up. Clifford passed away sadly.

But all three times, i was always told each animal had eaten, then the next call was telling me they had passed

The Vet yesterday was rather rude towards me whilst there and on the phone. I understand they are busy, but surely i should of been informed?

Obviously now i am questioning the care in which Jasmine was given. Would the Vet makes notes on Jasmine, e.g. times she recieved treatment?

Natsanth said:

This has just made me think further into the loss of our two other animals whilst under there care.

Bella was poorly and admitted for xrays and blood tests, but couldnt go under GA due to been ill. So they were "building her up". Before the tests could take place Bella had a sezuire at the Vets. The Vets rang me and told me, i was obviously devasted, i asked how and why, they said many things and one comment was it could of been something that had given her. I asked for a Post Mortem to be done. My wishes were not carried out. I rang back that evening after not hearing anything to be told the PM wasnt done. Obviously i was livid. The Vet (night Vet) apologised and said it must of been some miss understanding in communication. The Vet offered to carry out a PM but this was a good 6hrs plus later.

Clifford one of our chinchillas was also under there care. He too was been "built" up. Clifford passed away sadly.

But all three times, i was always told each animal had eaten, then the next call was telling me they had passed

The Vet yesterday was rather rude towards me whilst there and on the phone. I understand they are busy, but surely i should of been informed?

Obviously now i am questioning the care in which Jasmine was given. Would the Vet makes notes on Jasmine, e.g. times she recieved treatment?

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Absolutely!!! They should do! When we get faxes from he emergency vets, all the times of medication etc are noted in great detail. You have a right to ask to see each animal's notes.

xxx

I would expect they would Nat - the same way that medication etc is monitored for people in hospital, but I'm not sure. I remember getting a report on Jemima when she was admitted to the emergency vets last year that monitored her through the night - this was so I could pass this onto our own vets when we transferred her the following day.

I don't think there is any excuse for vets being rude either in person or on the phone - regardless of how busy they are, ultimately you are paying for a service to be provided to care for your pet in the best possible way - that includes dealing with people in a polite & empathetic manner in my book.

Natsanth said:

This has just made me think further into the loss of our two other animals whilst under there care.

Bella was poorly and admitted for xrays and blood tests, but couldnt go under GA due to been ill. So they were "building her up". Before the tests could take place Bella had a sezuire at the Vets. The Vets rang me and told me, i was obviously devasted, i asked how and why, they said many things and one comment was it could of been something that had given her. I asked for a Post Mortem to be done. My wishes were not carried out. I rang back that evening after not hearing anything to be told the PM wasnt done. Obviously i was livid. The Vet (night Vet) apologised and said it must of been some miss understanding in communication. The Vet offered to carry out a PM but this was a good 6hrs plus later.

Clifford one of our chinchillas was also under there care. He too was been "built" up. Clifford passed away sadly.

But all three times, i was always told each animal had eaten, then the next call was telling me they had passed

The Vet yesterday was rather rude towards me whilst there and on the phone. I understand they are busy, but surely i should of been informed?

Obviously now i am questioning the care in which Jasmine was given. Would the Vet makes notes on Jasmine, e.g. times she recieved treatment?

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Yes all vets are busy which everyone can understand but it is there responsibility to inform you of anything that happens. How long does it take to phone someone? :?

I am so so sorry for your loss and having to go through this and i would make a complaint if i was in your situation. I hope you can get some answer for some piece of mind

Big hugs to you xxx

So should i ask to see "reports on Jasmine"? Sorry dont know how to word it? And take this as a first step.

Dont quite know how to deal with this

Natsanth said:

I found that even more worrying. I rang at 7pm and told them i was after an update on Jasmine, to be told i would be phoned back, asuming everything was Ok, as you would :roll:

Im at this Vets tomorrow. Who would i ask to speak too about making a complaint?

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I'd say speak to the Practice Manager.

Natsanth said:

So should i ask to see "reports on Jasmine"? Sorry dont know how to word it? And take this as a first step.

Dont quite know how to deal with this

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Yes definitely ask for the reports & ask to speak to the practice manager - I would hope they would have a complaints procedure that she can advise you about. They should be able to share the reports with you & if they can't then I'd ask them outright why not?

Let us know how you go on,

How awful We all question the care our pets get, whether they were got there in time, whether fate or luck was on your side and a bunny-savvy vet was on duty, whether or not there was anything they could have done differently that had a different outcome - but even if all of these points transpire to be genuinly 'nothing more anyone could have done' you definitly have a cause for complaint with the lack of communication at the very least

The treatment they gave you was appalling and as vets they should know better, especially when the loss of a beloved pet is concerned

I'm sending you all of my support vibes for this as I know it's an upsetting thing to have to do, because it's not like a regular complaint there is so much raw emotion involved. Please be strong for your Jasmine x

I definitely think you should complain. That is unacceptable in so many ways. If I were you, I would write down everything I wanted to say, even if it was just a quick list of general things I wanted to cover. I know that when I get emotionally charged, I won't remember everything I want to say. Also, when medical clinics, human or companion, get put under pressure, they're decent at weaseling their way around things. I would make sure I got concrete answers and the respect I deserve for someone grieving the loss of a companion rabbit.

Also, I would be looking for another emergency clinic. Hopefully there's another one close by. Maybe ask your regular vet who he/she would recommend.

I'm really sorry for all the issues with the vet during such a hard time. You really deserve so much better than that. :?

is your vet a rabbit savvy specialist? If you don't see him in the future, is there 1 or more regular rabbit specialist for you to see.

If there isn't, don't sue or complain to them. As you need to rely on them in the future.

I was in the same situation. My bun Monty shouldn't have passed away. The vet that I go to doesn't know how to get a tube inside Monty to suck the gas out, in the end, he passed away w/ bloat. I never use that vet again but I never complain.

Because my regular vet knows more about bunnies, but if he's not here or on holiday, I still need the other 1 as a back up.

I have spoken to Reception Manager yesterday as the Practice Manager is away until Tuesday. I went through it all and got everything said i wanted too. It was rather upsetting. The lady seemed shocked and obviously apologised.

She logged the complaint to forward to the Practice manager, i was told i would recieve a call next week.

However he rang me today. Discussed it with me and offered deepest sympathies and apolgises. I told him i was concerned and disheartened by the practice and obviously i wasnt wanting anything, but just wanted to express it.

He is going to contact me next week when the neccesary people have been spoken to. He explained there policies around this issue to me and obviously said there was a problem is which he will investigate.

Will update once i know more Thanks to everyone.