Help needed please

RE: Help needed please

kkatkatk — Tue, 26 Jul 2016 10:27:59 GMT

For me, I would be eternally grateful that someone had the balls to own up and give me the correct ashes saving me living the rest of my life believing I had the ashes of my loved one when really they were a stranger. The thought of that makes me crawl. That's how I feel and I think the right thing to do is rectify the situation. My humble opinion.

RE: Help needed please

Caro Laithwaite VN — Tue, 26 Jul 2016 05:52:53 GMT

I would rather not know l had the wrong animal the hurt and upset is a lot more.

If the company who did dad or Brians crem got in touch and said oh we sent you the wrong ashes but here is the right ones it would be 10000s times worse than my living in ignorance and believing l had the correct ones.

I would not be sure they hadnt screwed up again doubt would always be there l would be re mourning as old pains reopened. And yes it is an animal but they loved it enough to have ashes back.

Doing right by the book is not many times doing right by reality and just "sorting an easy to rectify situation" shows that the basis of the problem is not being understood by those commenting.

RE: Help needed please

Gillian Mostyn — Thu, 21 Jul 2016 22:21:12 GMT

Generally speaking, disciplinary action (from an employer or RCVS) is only legitimate where deliberate malpractice/fraud/deceit has happened.

Be completely honest. In every way. As soon as possible. Any attempt to cover the mistake will lead to you digging a deeper hole. In this situation, at least the problem is 100% rectifiable. (We've had a couple of occasions where a private crem was sent for communal - This is much much worse.)

As it stands at the moment, a fraudulent transaction has taken place - a client has paid for a service that they have not received. If discovered, this could lead to both RCVS being involved and also a civil action could be taken against the persons involved to recoup costs. However, if the mistake is admitted there is zero chance of either being interested in taking any action.

RE: Help needed please

kkatkatk — Thu, 21 Jul 2016 22:12:10 GMT

Yeah not ideal but just get the right body sent and practice explains and apologises to owners and swaps ashes. Not pleasebt for anyone but at least they get correct ashes in the end. Could have been so much worse if that wasnt possible

RE: Help needed please

Sal the 1st — Thu, 21 Jul 2016 20:59:49 GMT

I don't suppose there could be a problem with the casket or plaque at all - one that might require it to be returned to the practice (so that the correct cremains could go back out to the owner)? I'm not trying to be sneaky at all but just trying to save the owners a little upset. That way the owners get the right cremains without all the details (which will probably add to their distress) and all concerned know that the owners have the right cremains - ok its not ideal but its a possible solution? I have never been in favour of cover ups and have always said that honesty is the best policy but I am all for limiting distress to already grieving owners.

RE: Help needed please

enigmaticat-uk — Thu, 21 Jul 2016 18:24:23 GMT

As I see it, your mistake has:

1) Led to owners being given the wrong ashes, however this can be rectified by giving them the right ashes which might be awkward & upsetting but handled carefully should be possible to resolve (maybe requiring a goodwill gesture/discount/refund).

2) Cost the clinic money by having an unnecessary private cremation - so costly but not the end of the world (I have in the past offered to cover the cost of my mistakes which has never been taken up by my boss).

Ultimately no harm done to an animal. Practices I have worked at would be talking to me to ask me to be more careful in future and investigating how the mistake was made to see if the system can be improved to prevent future mistakes. I suppose depending on the type of boss you have they could go down the disciplinary route but that seems excessive to me unless this is just one of a long list of mistakes you might have made and need verbal/written warnings to buck up. (obviously I don't know your employment record).

RE: Help needed please

sananbaz — Thu, 21 Jul 2016 13:06:20 GMT

Hang on, I think the OP means a communal cremation body was labelled with the name of a different patient requiring individual cremation. Therefore, the wrong animals ashes have been given to the individual cremation clients, and they think they are the ashes of their pet.

Are the practice planning on telling the owners they have the wrong ashes?

How was the mistake noticed?

(apologies if I've misunderstood)

Accidents happen, all you can do is learn from it x

RE: Help needed please

kkatkatk — Wed, 20 Jul 2016 23:33:49 GMT

They will have them in the end and thats the most important thing i know its hard to not beat yourself up but at least they will have their pet back soon. X

RE: Help needed please

VetNurse Anon a/c — Wed, 20 Jul 2016 23:27:42 GMT

I have been fully honest, I should have opened the bag and double checked before I put the label on, thankfully my boss doesn't want to take it to a disciplinary. I'm absolutely devastated for the owner as they think they have their pets ashes.

RE: Help needed please

kkatkatk — Wed, 20 Jul 2016 23:16:46 GMT

You can easily rectify this compared to a situation where the correct pet had already been sent for communal cremation. You have the opportunity to correct your mistake.it wont be pleasent but it could be alot worse. Dont worry too much it will all be ok in the end. The worst case is that the owners will be a little upset but thats natural and it all just boils down to the fact we are all human and mistakes do happen. Chin up x

RE: Help needed please

CVernon RVN — Wed, 20 Jul 2016 22:48:31 GMT

[quote user="VetNurse Anon a/c"]

The pet that should have been sent is still in the freezer.

[/quote]

I have seen this mistake happen the other way around where a pet meant to go for private went for communal, that was a difficult situation for all concerned, I would think if the private crem is still in the freezer, and is correctly labelled for private crem, then your clients should be understanding, but I would want back up of HN and PM, and make sure that the communal pet doesn't get charged for private

ETA - perhaps see if you can arrange special collection ASAP for the private crem so that owners dont have to wait another week

RE: Help needed please

CVernon RVN — Wed, 20 Jul 2016 22:44:17 GMT

[quote user="VetNurse Anon a/c"]

the owner of the pet has received ashes back.

[/quote]

The owner of the pet sent for communal? How have they reacted? IMHO your best bet is honesty, admit human error and apologise.... what do your HN/PM have to say on the situation?

RE: Help needed please

VetNurse Anon a/c — Wed, 20 Jul 2016 22:00:42 GMT

the owner of the pet has received ashes back.

RE: Help needed please

Ems — Wed, 20 Jul 2016 21:56:39 GMT

If the pet that was meant to be sent for private crem is still in the freezer then just ensure it gets sent ASAP for private crem. The other pet which has been sent for private and should be communal isn't such a big problem - call the crematorium and explain the confusion.

RE: Help needed please

VetNurse Anon a/c — Wed, 20 Jul 2016 21:52:22 GMT

The pet that should have been sent is still in the freezer.

RE: Help needed please

Ems — Wed, 20 Jul 2016 21:50:30 GMT

Can we get a bit more detail of the situation (obviously no names needed) - it's difficult to give advice on such a small amount of info. Otherwise, if your part of the BSAVA they can also give legal advice I think?

RE: Help needed please

kkatkatk — Wed, 20 Jul 2016 21:49:17 GMT

I'm thinking the main thing is what has happened to the pet that was meant to be sent? If it was meant to be sent as individual but got sent as communal is it too late to call the crem co. and get it corrected?