Aggressive/verbally abusive clients

Re: Aggressive/verbally abusive clients

Mark Hedberg — Thu, 02 Oct 2014 09:27:31 GMT

Put this up:

And put up a fake CCTV camera and point it at the reception desk.

(If your practice has the money for a real CCTV security system, go for that instead - you'd be surprised how much nicer people are when they think they're being watched!)

Re: Aggressive/verbally abusive clients

Ems — Wed, 01 Oct 2014 20:32:34 GMT

We've sacked clients before due to abusive behaviour but as previously said, I'd check with the VDS first just to be sure.

I wish people could see how they are behaving, I've been in tears myself (not in front of them) due to some of the hurtful things they say. Hope you get them sorted out.

Re: Aggressive/verbally abusive clients

Sian Pasquale — Wed, 01 Oct 2014 10:23:49 GMT

You should report any abusive and threatening behaviour to the police each time it happens so they have a record of it. We would always try to set up a payment plan with an agreement on both sides of how much they can pay e.g. £10 / a week then if they dont stick to it or no payment for more than 2 months it goes through the small claims court. A lot of effort and money on our side but people like this that think they can throw their weight around shouldn't get away with it.

I was threatened by a client out of hours and my boss reported it to the police and sent the client a letter saying under no circumstances do they accept threatening behaviour to a member of staff so we will provide emergency cover for your pets for the next 7 days to allow you time to find another vets then we will not continue treating any pet registered at this address or something like that, which i believe is how the vds advised him to deal with it.

Hope that helps

Re: Aggressive/verbally abusive clients

Sal the 1st — Wed, 01 Oct 2014 09:34:58 GMT

I can still remember typing out a letter by a previous boss - 'as you are so unhappy with our fees, the staff and the level of service our practice is able to provide we would ask that you contact us urgently with the name and address of the practice you would now prefer to attend and we will make arrangements for the transfer of your records'

and then we find that Mr Nasty has already been sacked by the next two closest practices - and left them also owing a pot load of money ( 10-11 horses in a yard can rack up a sizeable bill).I still remember the client as well - he reduced at least 3 front of house staff to the point of tears. In the finish we were told not to speak to him on the phone but to either pass the call straight on to one of the partners or give him a time when a partner would call him back and if he showed up at the practice to call the police. I think he had worked it out by moaning and being downright obnoxious he got away with not paying his bills.

(and 'Mr Personality' is still out there - he still pops up on tv from time to time - if you have the misfortune to meet him you have my sympathies)

Re: Aggressive/verbally abusive clients

Ben Ogden — Wed, 01 Oct 2014 09:02:14 GMT

In the past we have sacked off clients that sit under his pigeon hole.

Re: Aggressive/verbally abusive clients

Steph Worsley — Tue, 30 Sep 2014 21:35:08 GMT

you can technically "sack" them as clients....i.e. send them a letter explaining that due to a relationship breakdown between them and the practice you will no longer be able to offer them and their pets further treatment and they are required to find another practice.

of course if they bring their pets in as an emergency you still have to treat them however it will only need to be basic first aid/life saving treatment as required and then they need to move their pet to their new practice.

I would recommend that your boss seeks clarification on the letter wording from the VDS.

We have had to do this at a few practices I've worked at....felt bad about landing another practice with them but in the end we didn't feel comfortable with them in the practice. I think it would still be advisable to inform them that they still owe the outstanding money and you will chase this and potentially send to debt collector as required.

Re: Aggressive/verbally abusive clients

Ilovehorses — Tue, 30 Sep 2014 21:32:23 GMT

I think? You can send them a go away letter advising them that will no longer be providing their animals with veterinary treatment and they need to find an alternative care xx