Very annoying client at work today!

Re: Very annoying client at work today!

Sal the 1st — Sun, 20 Jun 2010 17:14:00 GMT

[quote user="Steph Worsley RVN MBVNA"]

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

[quote user="Steph Worsley RVN MBVNA"]

If I remember rightly you aren't supposed to disclose that a client is a bad debtor to another practice even when they ring up requiring a history as technically it is against data protection, I may be completely wrong, it's either that or you cant refuse to take on a client because of debt elsewhere because technically it is still our duty to provide care for the animals.

I know in a prev practice we had to ask a client to find an alternative practice due to the debt they had rung up with us (as usual we had to provide emergency 1st aid if req until they got sorted with another practice)

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I understand data protection bit ( I dont think some people do on here tho or some of this stuff would never be being discussed so openly. Does anybody else worry about what is said on here sometimes or is it just me being picky ?)- but if the second practice subsequently becomes aware of the debt is it fair to the first practice if they continue to provide non emergency treatment? there is then no incentive for the client to even attempt to clear their debts? I dont believe in putting animals at risk so would agree with emergency tx but neither do I believe a practice should be disadvantaged when a client leaves them with a huge unpaid account, I dont think its very fair asking a client to find another practice where they can go and run up a debt with somebody else.

I am not getting at you Steph just annoyed at what I have been reading

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Never thought you were getting at me Sal so no probs there

I also dont think you are being picky re data protection. Plus I do agree with you about the whole 2nd practice and debt thing, I am pretty sure that we contacted RCVS and prob VDS prior to taking that action, the client was being persued by the debt collectors as well anyway, it was a looooooooooooong time ago now anywway so might be getting everything confused in my little head LOL

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thanks for that

I dont want people to think that my primary concern in veterinary practice is money - because it isnt but I am very aware that income for the practice is what pays my wages and I hate to see practices struggle to make ends meet whilst having a list of debtors as long as your arm.

Re: Very annoying client at work today!

Steph Worsley — Sun, 20 Jun 2010 15:33:17 GMT

Oh re the PDSA, I used to volunteer with them prior to getting my SVN position and it was amazing the number of people who drove into the car park with their brand new flashy cars with their pedigree dogs, and still somehow managed to produce the documents that were needed to be eligible, made us all so mad at times!!!

Re: Very annoying client at work today!

Steph Worsley — Sun, 20 Jun 2010 15:31:15 GMT

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

[quote user="Steph Worsley RVN MBVNA"]

[/quote]

I am not getting at you Steph just annoyed at what I have been reading

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Never thought you were getting at me Sal so no probs there

Re: Very annoying client at work today!

Rachel Jayne — Sun, 20 Jun 2010 10:38:24 GMT

My biggest pet hate at the PDSA has to be the clients that come in with pedigree dogs, that have obviously set them back a few £100's, yet then want to claim cheap/free treatment for them, does my nut in! I wish there was a facility to refuse clients like it.

We had a parvo puppy in recently that had been to an out of hours emergency clinic, on admit they told us how upset they were at the prospect of him dying cos they'd paid £600 for him, a present for the daughter...... They'd happily paid £200-300 at the private vet to get it released to come down to us...
Later that day they rang to ask how he was doing & I could hardly hear them as they were walking on a mobile, I asked her if she could turn out of the wind so I could hear her better, and she said "oh sorry love, I'm on my way to the vets with the other dog"

Re: Very annoying client at work today!

Rachel Jayne — Sun, 20 Jun 2010 10:33:13 GMT

I,m locumming for the PDSA at the mo & the receptionists have told me lots of stories of clients saying "oh well they're not proper vets here really" and "you only get basic treatment here" and my favourite...."they all work here for free y'know" YEAH RIGHT like anyone would stand here and take all this crap off you for free!!!!!

Re: Very annoying client at work today!

Saskia Quinn — Sat, 19 Jun 2010 22:19:11 GMT

I work for PDSA and in my opinion the veterinary treatment our patients receive is just as good, if not a lot better than private practice. We can carry out procedures for the benefit of the animal as cost isnt an issue to the client.

So I was quite shocked when our receptionist told me she had overheard a conversation in the waiting room from a young guy with his 'American Bulldog' - he was busy telling the clients in the waiting room of how he used to go to private practice and that 'you get what you pay for!!!'

He obviously knows little of the work of the PDSA!

Re: Very annoying client at work today!

Anonymous — Sat, 19 Jun 2010 21:21:40 GMT

I once said to a client 'oh, there's no NHS for animals you know'. His answer....

'yeah there is, it's the RSPCA innit'. Cue horrified looks from all the staff and a lecture on the fact that people give their hard earned cash to the RSPCA

People are idiots!

Re: Very annoying client at work today!

Lucy Rawlings — Sat, 19 Jun 2010 18:15:49 GMT

The previous vets didn't disclose that the client was a bad debtor, we were told by another client who used to be a friend of hers and said she was 'well-known' - and not in a particularly good way either.

I feel extremely sorry for her animals as when her cat became ill instead of using her money to buy a prescription food she decided to go and buy another, much larger animal. Now that she shows her dogs regularly it seems that the other animals have become outcasts or overshadowed. It is very sad because the cat was extremely friendly and very sweet. I also dread to think of what she will get next.

Re: Very annoying client at work today!

vickylianne — Sat, 19 Jun 2010 10:04:13 GMT

you are right, a vets is not allowed (technically) to disclose to another vets any finacial details. Although im aware that alot of practices do i think out of courtesy really to the new vet.

We use a debt collecting agency to retrieve outstanding monies owed to us and keep a close eye on bad debtors on a monthly basis with phone calls and letters, 3strikes and your sent to the debt collector for non payment!

If people complain about cost, i often jokingly return the comment by saying 'wouldn't it be nice if there was an NHS for pets but unfortunatley dont think the government will do it any time soon do you?'

They mostly shut up at that point! if they dont like having to pay for their pets, dont get them in the 1st place!

Re: Very annoying client at work today!

loopylou711 — Fri, 18 Jun 2010 23:56:36 GMT

I did think about confidentiality earlier, sal so nah your not being picky!

Good it be deemed cruelty, the owner can't afford the animals treatment yet take on more animals so surely there should be something in place to stop an owner like that? Who knows...

15 grand tho eeek!

Re: Very annoying client at work today!

Sal the 1st — Fri, 18 Jun 2010 23:32:47 GMT

[quote user="Steph Worsley RVN MBVNA"]

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I am not getting at you Steph just annoyed at what I have been reading

Re: Very annoying client at work today!

Steph Worsley — Fri, 18 Jun 2010 22:59:24 GMT

Re: Very annoying client at work today!

Sal the 1st — Fri, 18 Jun 2010 21:46:28 GMT

ouch!

what sort of practice lets a client rack up 15k in debts? - and what sort of practice takes on a client who already owes a large sum to another practice?

she will be playing one off against the other and most probably already looking for the next one!

Re: Very annoying client at work today!

Lucy Rawlings — Fri, 18 Jun 2010 20:43:09 GMT

I feel for you too. Some people can be so rude. We have a client who apparently has an outstanding bill of around £15,000 at another vets. She has a countless number of animals including 4 cats - one of which should be on some kind of prescription diet which she says she can't afford to pay for and then she goes and buys 2 great danes!!She really knows how to push the buttons and is just a nightmare client. These kind of people expect free consults, food, advice etc and have absolutely no respect for any members of staff (unless you are telling them something they want to hear) and have no idea of proper animal care.

On the other hand, we have a very select few of genuinely nice clients who would go through hell and back to make sure their animals are getting the best treatment required! These clients are few and far between where i am currently working but it only takes one rude or inpatient client to ruin your day!

I really do appreciate any genuinely nice client which comes my way!

Re: Very annoying client at work today!

Sophie Bedford RVN CertVNECC — Fri, 18 Jun 2010 18:28:41 GMT

Definitely feel for you!! I hate clients like that and I must admit there have been a few times where I haven't kept my mouth shut, sometimes it's worth it just to see the look on their face when they're put on the spot and someone confronts them with the actual facts!

I agree that if we didn't have an NHS people would be forced to understand the true cost of operations/drugs etc... if nothing else it might prompt people to insure more pets too!

Grrrrr!!! (LOL)

Re: Very annoying client at work today!

dinkyd — Fri, 18 Jun 2010 18:16:43 GMT

What a muppet!Horrible client!