Rude receptionist. Advice please.

Re: Rude receptionist. Advice please.

Tracy Windler RVN — Sun, 09 Jan 2011 22:46:03 GMT

I can't say I've never had a card payment refused if it was a large amount. Once it was my own fault and didn't realise I had used an out of date card and another time it was the card machine.

But, yes, we jumped to conclusions about the practice over an emotive issue. But I would think the OP had used her professional judgment and had come to a rational conclusion, and much of what she said rang very loud bells from previous experiences of staff who have a bit of a god complex. I should not jump to those sort of conclusions.

It is a good example of communication, isn't it?!

Re: Rude receptionist. Advice please.

Gillian Mostyn — Sun, 09 Jan 2011 22:44:25 GMT

[quote user="Cats meow"]Was abusive after the estimate was given for treatment options, as after discussions with the husband concluded that over £400 was just not available an the family cat (3 young kids) would have to be 'killed'. Demoralized my sister-in-law for her husband 'leaving her alone with 3 kids and no money', and generally made her feel dragged through the dirt, an irresponsible owner and unfit mother. [/quote]

Sorry if I got the wrong end of the stick - but this paragraph did make me think that money was an issue and that family circumstances had been quoted as the reason. As has been said, how else would the receptionist have known?

I'm not judging - no one can do so without all the facts - but I have a lot of sympathy for receptionists - they get a lot of flak!

Re: Rude receptionist. Advice please.

Mac Feather — Sun, 09 Jan 2011 21:25:46 GMT

[quote user="Sal (the 1st) Holesworth VN CMH Chyp (M)PNLP"]I suppose this just goes to show how different people can read the posts differently[/quote]

Indeed, it all comes down to different perceptions,perspectives and good old communication.

Re: Rude receptionist. Advice please.

Sal the 1st — Sun, 09 Jan 2011 19:36:26 GMT

I read it along the lines of there was a problem with money. The comments the receptionist is supposed to have made - who knows what was said? but the receptionist wouldnt have known so much about the client, her husband and her children unless that information had been shared with her? The refused card payment - I am sorry but I dont see how this could have been accidentally overlooked?I have never used a card machine yet that hasnt alerted me to a declined payment. In agreement with Gillian it would not be out of the ordinary to suggest that an uncastrated tom is castrated if already under anaesthetic for another procedure. In agreement with Tracy that yes this appears to have been a highly charged emotional encounter and also that nurse/receptionist role is to try and calm a stressful situation but we have nothing here but the edited highlights , we have no idea what was or wasnt said and in what context and yet the majority of people were very quick to condemn the practice.

My advice to take up this complaint with the practice was I thought good advice and if there was still disatisfaction to take it to the RCVS as the RCVS would then be able to decide by collecting information from both sides if there was any wrong doing or not.

I hope the cat is ok

I suppose this just goes to show how different people can read the posts differently - I read it that there was a money issue where others have read it that there wasnt

Re: Rude receptionist. Advice please.

Tracy Windler RVN — Sun, 09 Jan 2011 18:37:37 GMT

Thats not the impression I got, although, as I said in my first post, it seems quite complicated and not all of the story makes sense but....I got the impression that the family didn't have a problem paying, but that the receptionist had come to the conclusion that they wouldn't be able to. And we don't know anything about why he was an unneutered male...how old is he, how long have they had him, is he normally a house cat who escaped? Was he already booked in for castration at a time when they could look after him well, post-operatively?

I'm sure a lot of this is emotionally motivated, but aren't good nurses / receptionists supposed to deal with this sort of situation in order to minimise the trauma, not exacerbate it?

Is there any news on whats happened? I understand if you don't want to post on here!

Re: Rude receptionist. Advice please.

Gillian Mostyn — Sun, 09 Jan 2011 14:46:10 GMT

OK - now I'm confused.

Nurses often come on here to complain about clients who choose to own a pet, but who then find they cannot care for it properly. It annoys and frustrates us all when animals suffer uneccessarily. It is especially annoying when people do not undertake measures to prevent problems - such as when we are all aware that entire tom cats breed and stray, making them more prone to diseases and accidents.

Forgive me if I am wrong - but what we have here is an entire tom who has, probably inevitably, been in an RTA and then needs emergency care. The client has become aggrieved when told by the receptionist that the animal must have an amputation that costs £400+ and must also be neutered. Very sensible advice. It may be that the receptionist wasn't overly friendly or accommodating - but it sounds to me that this was a very difficult situation. A cat needing emergency surgery and an owner who is having trouble paying.

Unless I am wrong, it sounds like the cat received all the care it needed. If the clients felt the receptionist was not helpful, then they should let the senior partner know. But make sure you are fully briefed about exactly what was said - by both parties! I am sure the owners were emotional and this can make for a very tense situation.

Re: Rude receptionist. Advice please.

Arlo Guthrie — Sun, 09 Jan 2011 09:41:55 GMT

Happy New Year everyone.

My view on posting complaints like these is as follows:

It is perfectly OK to come and seek advice about this kind of thing in these forums, or even just come and 'sound off', subject to two things:

1. If you are posting an accusation, complaint or report of misconduct about another member of the profession, or a practice, you MUST ensure that it is IMPOSSIBLE for anyone to identify the subject of your complaint (as the OP of this thread has done). For example, if you are commenting about a member of staff at your own practice, and you display your name and practice name in your profile, that would be unacceptable.

2. Think hard about whether posting your story in a forum which is open to people outside the immediate profession (i.e. we allow registrations from suppliers, charities and others associated with the profession), might bring the profession into disrepute.

I think this really applies to situations where an animal has been harmed. In this case, it would be more appropriate to bring the matter to the attention of the RCVS than discuss in a forum.

Re: Rude receptionist. Advice please.

Tracey Louise — Tue, 04 Jan 2011 22:00:41 GMT

[quote user="Steph Phillips"]

[quote user="Katie Brocklebank"]

[quote user="Tracy Windler RVN"]

I don't agree, I think the OP has simply come on here to get some advice, gave some basic facts and did not impart any confidential information. There is no way of linking the post with the incident itself, except circumstantially. Although I'd be interested to know where the incident took place!

I think Sal was just trying to be constructive, in a blunt way!

[/quote]

Definately agree, everything that is ever asked for advice on here seems to criticised for being put on the forum, the vet practise wasn't mentioned so whats the problem. This is a forum where people ask for advice. Fair enough if the receptionist was named or the practise but it wasn't! I really don't see the problem with asking for advice on it!

[/quote]

I agree also! No need to over analyse everything! .. I also agree katie, with your above post

[/quote]

Me too!!

The op only wants advice, not a slanging match taking over their thread.

I think they should make an official complaint to the veterinary surgery in writing.

Re: Rude receptionist. Advice please.

Steph Phillips — Tue, 04 Jan 2011 19:33:08 GMT

[quote user="Katie Brocklebank"]

[quote user="Tracy Windler RVN"]

I think Sal was just trying to be constructive, in a blunt way!

[/quote]

I agree also! No need to over analyse everything! .. I also agree katie, with your above post

Re: Rude receptionist. Advice please.

Katie B — Tue, 04 Jan 2011 19:22:22 GMT

[quote user="Tracy Windler RVN"]

I think Sal was just trying to be constructive, in a blunt way!

[/quote]

Re: Rude receptionist. Advice please.

Katie B — Tue, 04 Jan 2011 19:15:59 GMT

Is their anyway of finding out if she is RCVS registered? That is absolutely disgusting and she needs to be given a stern warning. I would write a letter stating everything to the Head of the practise. I would still contact the RCVS and try and make a complaint. I can't believe she wanted the cat castrated when his leg was hanging off, she sounds like a lovely person! Definately make a complaint about her as that is a disgusting way to treat a client and they need to know the type of person they have employed!

Re: Rude receptionist. Advice please.

Fuzzyduck — Tue, 04 Jan 2011 18:48:31 GMT

If your not happy with treatment recieved at a practice, leave!! Find a new practice! There are plenty out there to choose from, why stay at a practice who has been rude to you?

Im sure if the receptionist is rude to enough clients all of them will leave, the practice will go bust and problem solved!

If you are not happy with something in any walk of life, make a complaint and/or leave. There is no point moaning about something that has happened unless you are constructively making a complaint to the employer of the person in question so something could be done about it.

Personally if it was my cat, i would if the cat was in a stable condition, immiediately have taken it to another vet. Or if the condition was serious, leave it for emergency treatment then once stable take it to another vet

Re: Rude receptionist. Advice please.

Julie — Tue, 04 Jan 2011 18:34:38 GMT

[quote user="mrs mac"]

[quote user="Sal (the 1st) Holesworth VN CMH Chyp (M)PNLP"]I just dont see how anybody can make a judgement based on one side of the story?[/quote]

Thats why Id be thinking about arranging a meeting to see if the issues can be aired,understood and hopefully resolved.

[/quote]Totally agree for what my opinion is worth. Contact and arranging a meeting is the way forward with this.

Re: Rude receptionist. Advice please.

Steph Phillips — Tue, 04 Jan 2011 15:11:37 GMT

[quote user="Sal (the 1st) Holesworth VN CMH Chyp (M)PNLP"]

[quote user="Steph Phillips"]

I'm going to send you a pm....

If I had been your sister in law - no way I'd take that lying down.. & I wouldn't give a s*it about how my letter (or ways of complaining) would affect the practice - I'd be more concerned about how the practice is affecting me and my cat!

[/quote]

ok so you are basing your decision on one side of the story only?

[/quote]

I'm basing it on what I have read in this thread!.. obviously I don't know the other side, the poster was just asking for advice, I'm not going to over analyse everything - just give my opinion & advice.

Re: Rude receptionist. Advice please.

Mac Feather — Tue, 04 Jan 2011 13:12:14 GMT

[quote user="Sal (the 1st) Holesworth VN CMH Chyp (M)PNLP"]I just dont see how anybody can make a judgement based on one side of the story?[/quote]

Thats why Id be thinking about arranging a meeting to see if the issues can be aired,understood and hopefully resolved.

Re: Rude receptionist. Advice please.

Sal the 1st — Tue, 04 Jan 2011 10:22:47 GMT

[quote user="Steph Phillips"]

I'm going to send you a pm....

[/quote]

ok so you are basing your decision on one side of the story only?

I am not making any excuses for bad behaviour or poor service so lets get that one out of the way right now- but there are always two sides to a story and to make a decision based on only one side?

My point about complaining wasnt actually made because I wanted to 'protect' the practice so lets clear up that one up as well - my comment was made so that if it does result in an RCVS complaint the practice then cant counter complain that damaging stuff has been written about them and it then turns into a 'he said she said slanging match' which benefits nobody (unless you count the lawyers that thrive on this stuff) because both sides will still maintain they are equally in the right/hurt and nothing will change. The original complaint just gets lost in a series of accusations and counter accusations and the bad feeling between both parties just gets deeper until somebody will do something they later regret when it ends up in court

Nobody on here (unless they work at the practice in question) has first hand experience on what has happened or what hasnt happened (even the original poster) I just dont see how anybody can make a judgement based on one side of the story?

From the number of members we have on here I would say that the majority of practices are represented either directly or through another nurse contact so the chances of the practice concerned seeing this I would imagine would be pretty high.

Re: Rude receptionist. Advice please.

Steph Phillips — Tue, 04 Jan 2011 07:47:46 GMT

I'm going to send you a pm....

[quote user="Phrin SVN"]

I think we are all in agreement about the way to handle this - send a letter (recorded delivery would be best), to the boss of this practice, and just forget that the receptionist is his mrs - that doesn't mean she can be rude!

Give it a while - 14 days is probably acceptable, before taking it any further - ie RCVS

[/quote]

Agree

Re: Rude receptionist. Advice please.

Phrin Vernon RVN — Tue, 04 Jan 2011 00:07:01 GMT

Give it a while - 14 days is probably acceptable, before taking it any further - ie RCVS

I must say tho, as much as I agree with the OP, I would edit your post, and remove the cat's specific condition and name... just in case! Cause Joe Bloggs can read this forum!

Re: Rude receptionist. Advice please.

Sal the 1st — Mon, 03 Jan 2011 23:48:09 GMT

I dont think any confidential information has been revealed - it would only be recognised by the practice concerned, the risk is that somebody from the practice may be reading it on this forum and what is already a bad situation may turn into something even nastier- presumably the cat will still be attending this practice until the treatment for amputation is complete? what is written here might just inflame the situation even more

I am sorry if you thought my reply blunt - it was honest advice given in response to what I read as quite an emotive and angry post.

what advice was the poster expecting? -

was it advice on how to make a complaint to the RCVS?

was it advice on how to win a fight with a receptionist?

was it advice on how to get an apology from the practice?

I didnt feel that the post was asking for advice so much as making a series of angry statements and sounding off at an unsatisfactory situation and whilst I can understand the anger it really isnt going to help the situation. I stand by my original advice - take it up directly with the practice and if you arent satisfied with that then take it to the RCVS.

Re: Rude receptionist. Advice please.

Tracy Windler RVN — Mon, 03 Jan 2011 23:09:38 GMT

I think Sal was just trying to be constructive, in a blunt way!

Re: Rude receptionist. Advice please.

Sal the 1st — Mon, 03 Jan 2011 22:32:40 GMT

I gave advice with the best of intentions - if this complaint results in a letter to the RCVS how exactly will it be viewed if the practice then goes back to the RCVS and says - well actually this has been written about us and is on a public forum?

These are your views and by making them public you may be harming your sister in law or her husbands chances of making a successful complaint. How seriously is this going to be taken if it turns into a he said she said argument?

And even if it doesnt result in a letter to the RCVS and your sister in law and husband decide to discuss it with the practice directly - there is less chance of any apology or any change taking place if anybody from the practice is reading this thread. The chances are it will just cause further unpleasantness

Re: Rude receptionist. Advice please.

Cats meow — Mon, 03 Jan 2011 22:17:47 GMT

[quote user="Sal (the 1st) Holesworth VN CMH Chyp (M)PNLP"]If their complaint about the practice then results in a lettter to the RCVS then you are doing them no favours by publicising the case on here[/quote]

Admittedly I might have some emotion involved in this particular incident but its actually coming from the veterinary profession side. No member of a veterinary practice, or any other service, has the right to treat any member of society in this way. The cat had been taken the the vets to receive medical attention, the point of which should of been dealt with directly and in the correct manner. Any other matters, for example the fact that he was entire, should of been discussed and not used as points of attack, as they were.

I have used this website as a means of advice as trust in the profession has been severely dented and I have concerns about the many other clients that have been, are being and may in the future be treated in the same manner. If I spoke to the public in this way I know I would be on the job search in no time!

If it resulted in a letter to the RCVS then I would be happy that I posted it on here because it would of been the advice and support that would of hopefully helped towards making a change.

Re: Rude receptionist. Advice please.

Sal the 1st — Mon, 03 Jan 2011 20:50:38 GMT

my advice would be for your sister in law or her husband to take this up directly with the practice, either in person or as a letter. If their complaint about the practice then results in a lettter to the RCVS then you are doing them no favours by publicising the case on here - especially if there is any chance any member of the practice may be reading it.

Re: Rude receptionist. Advice please.

Tracy Windler RVN — Mon, 03 Jan 2011 20:42:46 GMT

I'm afraid that I've met her sort before and they are a blessing as well as a curse (she probably felt she had done them a great service!) But more often, and more memorably, a curse! She will truly believe that she is in the right and will not admit any wrong-doing. She can get away with it, and infact, has to do this in order to not lose face, as she is the boss' wife.

I think the best way to deal with it, is to write the letter to the practice, detailing the entire situation and request that they deal with it. If they do not, move practices and send a copy of your letter to the RCVS, as they should be aware that this practice is not dealing with problems like this.

I'm not entirely sure of the details of parts of the story, it seems quite complicated, so perhaps wait a few days until they are not controlled by emotions and can look at the situation logically? I'm sure they will have the same feelings, but just to make sure, as I know how upsetting it is to have a complaint made about you.

Hope you sort things out and glad you were there to support your famiy xxx

Re: Rude receptionist. Advice please.

Mac Feather — Mon, 03 Jan 2011 20:36:12 GMT

Reception are the face or frontline of the practice so Id hope that the owner of the practice would want to hear feedback/concerns etc from the clients regardless of whom them staff member is married to.( Afterall negative feedback from clients spreads a whole lot quicker than the positive stuff.) Easier said than done though.

Would it be easier to arrange a meeting with the practice owner and discuss the issues that way?