Complaining about a vet

[Zigzag]

Hi all,

I was wondering whether anyone could give me advice about complaining to a vet practice? Have you had experience of this?

My bunny had a really difficult eye issue a few years ago, it got considerably worse over a year due to the vet’s decisions, and she really suffered. This led to her eye getting considerably worsen.

She was treated by an independent practice. When she saw another vet they immediately referred her to Optivet, who said it was the worst case they’d ever seen.

I’m now ready to write a complaint. It’s taken me a long time to get here. I asked for the complaints policy and the head vet (who treated her) will be investigating the complaint as they’re an independent practice. Which isn’t ideal and doesn’t seem very fair!

In the complaint, I’d like to emphasise that cases like this should be referred to a specialist immediately and then outline how the vet’s treatment made her considerably worse.

If anyone has any advice or tips, I’d be very grateful.

Thanks

 

[Shimmer]

There ought to be someone else at the practice that can look at your case, such as the business manager. The complaints procedure (if written properly) ought to offer the name / position of an appropriate second person if the first named person is the one under investigation.

I would also get a report from Optivet to back up your case (if you haven't already done that).

The general advice would be to put things in writing, expressing what the specific issue is, why you think they are at fault and what you want as a resolution (so be specific about this), with a timescale (so you can take the next steps on a specific date, rather than dragging on for ages). Backup info / proof is useful at this stage. It's also good practice to send letters by registered post so you always have proof of delivery and an audit trail. Start by assuming that things won't be resolved at the first step and keep a file of all correspondance - and hope you don't need it later. It saves a lot of backtracking.

If you have a good relationship, you could talk to them to see what they can offer - but I would have the letter written anyway so you are clearer about what you are wanting and why, and give them the chance to put things right.

What do you want as an outcome? Acknowledgement, reimbursing for additional / corrective care (give quotes / receipts), an apology...? Be specific enough that someone reading it will know if has been achieved.

Citizens Advice is a good place to ask (if you can access them - some areas are easier than others).

I'm not sure if this is relevant - the first is for fellow vet professionals, but might be useful:

I want to raise a concern about a veterinary surgeon

www.rcvs.org.uk

I want to raise a concern about a veterinary surgeon

animalowners.rcvs.org.uk

 

[Liz47]

Agree with everything above about putting it in writing, and having the history from Optivet. If there really is no one else who can investigate the complaint besides the head vet, you can contact the veterinary mediation service.

Veterinary Client Mediation Service (VCMS)

Veterinary Client Mediation Service (VCMS)

www.rcvs.org.uk

I put in a complaint first through writing when one of my rabbits had an eye removed and was given a toxic antibiotic by the vet unknown and no consent was gained by me, she then suffered diarrhoea and still it wasn't picked up and she was later admitted at a different practice which picked up that she had been given a fatal medication and had antibiotic induced enterotoxemia which she died from. The complaint also went to the head vet/owner of the practice who was the one who gave Jasmine the fatal drug and she said she did it as she thought it would pay off in that the eye tumour might reoccur if not, so I said I will be taking it further. The vet refused contact with the VCMS so I went to the RCVS who only takes on the most serious of misconduct and they did take on Jasmines complaint however after weeks the end result was the vet was still fit to practice, whilst she let us down and it was agreed she caused Jasmines death, overall she should not be struck off and that's all the RCVS complaints can enforce.

Sorry for going on about my example but I found it very hard to complain, and I actually worked (and still work) in veterinary at the time! Unless you can get a satisfactory result through contacting the vets in the first place. Best of luck, sorry you've been through a hard time and I hope your rabbit is doing well now.

 

[Zigzag]

Hi both, thanks so much for your responses.

Shimmer- your response is really helpful; you mentioned a few things I didn't think of including attaching Optivet's notes. I really do need to be specific about what I want from the complaint as well.

The vet practice won't give me the complaints procedure, and the head vet (who dealt with the case), has emphasised twice that they will be the one that will be investigating it! I have no relationship with them. I called the RVSC (thanks Shimmer) who provided some useful advice and did admit that the case wouldn't be very impartial if they are investigating the complaint.

Liz47: I am so sorry you went through that with your bunny, and that your bunny was given a toxic antibiotic, and passed. That must have been incredibly stressful and devastating. Was the head vet's main argument that 'she thought it would pay off in that the eye tumour might reoccur if not'. Did you manage to get an apology? Your poor bunny. It's a real shame that she wasn't struck off, and that's the only thing the RCVS can enforce. Although based on your complaint, I am hopeful that she will never make that awful mistake again. I knew it would be very hard to complain, but I still think it's worth doing as you can outline your concerns. Also I do think it bruises a vet's ego! I know you can't get over a bunny passing, but I hope that time has helped you.

I know I won't get a positive response from the vet, but I am prepared for that. Once you complain though, you can contact the RWAF- I am not sure what they do, but this might be something you could explore.

 

[Liz47]

I really hope you do get a result from your complaint, yes in my situation that's it the vet didn't seem sorry at all and still stood by her actions by saying she thought it was worth it to prevent reoccurrence, she actually then retired towards the end of my complaint process so at least she is no longer consulting. Contacting the RWAF is a good idea, I did this as well actually and they said they would never allow the practice to apply for rabbit friendly status so that was a positive outcome too. In my original complaint I sent a lot of resources stating that clindamycin is toxic and deadly to rabbits, including the actual data sheet of the specific brand name she used, had the vet bothered to even check it first, so I am sure she realised she had done wrong.

 

[Zigzag]

I’m sorry the vet wasn’t apologetic, my vet will be exactly the same, but I do hope the complaint gets under their skin! Really **** she didn’t even look at the data sheet. Shocks me that vets make these mistakes. It’s good she no longer consults, and I know it may not sound like much but hopefully your complaint will have taught others in the surgery to not repeat the mistake again. So good you contacted the RWAF, that’s a very positive outcome and I will do the same.

Would you recommend that I put anything else in the complaint alongside the vet notes?

Will keep you updated here on how it goes x

 

[OliverMorris]

There ought to be someone else at the practice that can look at your case, such as the business manager. The complaints procedure (if written properly) ought to offer the name / position of an appropriate second person if the first named person is the one under investigation.

I would also get a report from Optivet to back up your case (if you haven't already done that).

The general advice would be to put things in writing, expressing what the specific issue is, why you think they are at fault and what you want as a resolution (so be specific about this), with a timescale (so you can take the next steps on a specific date, rather than dragging on for ages). Backup info / proof is useful at this stage. It's also good practice to send letters by registered post so you always have proof of delivery and an audit trail. Start by assuming that things won't be resolved at the first step and keep a file of all correspondance - and hope you don't need it later. It saves a lot of backtracking.

If you have a good relationship, you could talk to them to see what they can offer - but I would have the letter written anyway so you are clearer about what you are wanting and why, and give them the chance to put things right.

What do you want as an outcome? Acknowledgement, reimbursing for additional / corrective care (give quotes / receipts), an apology...? Be specific enough that someone reading it will know if has been achieved.

Citizens Advice is a good place to ask (if you can access them - some areas are easier than others).

I'm not sure if this is relevant - the first is for fellow vet professionals, but might be useful:

I want to raise a concern about a veterinary surgeon

www.rcvs.org.uk

I want to raise a concern about a veterinary surgeon

animalowners.rcvs.org.uk

When addressing vet complaints, prioritize clear communication and document incidents thoroughly. Feedback helps improve services for others. If unresolved, consider reporting to professional regulatory bodies or seeking alternative clinics for a better pet care experience. Struggling with dissertation research, I turned to UK Writing and discovered https://ukwritings.com/dissertation-help, their knowledgeable team provided guidance and advice throughout my writing journey. For reliable dissertation help, UK Writing is the best choice. Their professionalism and support really helped me complete my project on time.

Thanks for those links, you made my day.