Our pets are part of the family, so when they are unwell, we want them to receive the best veterinary treatment available. Having an unwell pet is often an emotional time that is made easier when owners feel their vet is providing them with the best care possible. However, occasionally owners may feel unhappy with their pet’s veterinary treatment; but may not know how to resolve this situation appropriately.

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The Client-Vet relationship

A good client-vet relationship is vital; allowing owners to trust their vet, so they feel their pet is in safe hands. However, not every owner will build a good rapport with every vet.  

Why the relationship with your vet may break down

  • Poor communication – Often, during a consultation, a lot of information is given in a short space of time, so it is easy to feel overwhelmed and unable to remember everything discussed. If you are also feeling upset or worried about your pet, it can be harder to process this information, which can leave you feeling confused about your pet’s treatment. 
  • Not feeling listened to or rushed – Many veterinary practices are very busy, so you may only have a short amount of time to discuss your pet’s case with your vet. It can be frustrating if you do not feel that all of your concerns or questions have been answered. 
  • Cost of procedures/treatment – The cost of veterinary treatment is a frequent worry for many owners, especially during hard economic times. This can be made worse if you were not expecting the total on your pet’s bill.   
  • Poor outcome – The loss of a pet is always difficult to deal with, especially if it is unexpected or sudden. During this highly emotional time, it is hard to process information, which can leave owners feeling upset and confused about what has happened to their pet. 

Steps to take to resolve issues with your pet’s treatment 

There are several steps that owners can take to try and quickly resolve their concerns amicably while also ensuring that their pet gets the best treatment. 

1. Speak to the vet who has been treating your pet 

If you are feeling unhappy with your vet, you should usually start by talking to them about your concerns. Your vet may be unaware that you are unhappy about your pet’s treatment or progress. So this gives them the opportunity to discuss these issues with you; they can help you understand what is going on with your pet. 

Communication breakdowns or misunderstandings can be common in busy practices but are usually easy to resolve; so you should not hesitate to speak to your vet if you are unhappy about your pet’s treatment. 

2. Get a second opinion 

All vets understand that not every owner will build a trusting relationship with them. If this is how you feel about your vet or you are not happy with the progress your pet is making, then you may need to seek the opinion of another vet that you trust. 

Where to go for a second opinion

  • A vet within your current practice – If there are multiple vets working at your veterinary practice, you can request to have a different vet assess your pet. 
  • Another practice – You may feel more comfortable taking your pet to be assessed by a different veterinary practice. To get the best out of this appointment, you should request a copy of your pet’s history, including any tests performed. 
  • Referral – For complex illnesses, your vet may offer a referral to a veterinary specialist. This enables your pet to receive specialised tests and treatments that first-opinion veterinary practices may not be able to offer. 

3. Put your concerns in writing 

If you still feel that your problem has not been resolved, then it is important that you write to the practice manager about your concerns. Until you speak to the practice manager, they may not be aware that you are unhappy. So this gives the practice chance to address your concerns. It also provides the practice with an opportunity to make any suitable changes to try and prevent similar problems from occurring in the future.  

If all else fails, a complaint to the official regulator, in the UK the Royal College of Veterinary Surgeons, may be needed. But it should always be a last resort.

How to avoid problems developing 

It is not always possible to prevent problems developing. But there are several steps you can take to help you get the most from your veterinary visit. 

  • Ask for an information sheet – Many practices will provide information guides about common illnesses that you can take home and read, as it is difficult to remember everything that is said during a consultation. If your practice does not have these available, then ask for important information to be written down so you can refer to it later. 
  • Check treatment estimates – All practices should provide an estimate for your pet’s treatment, showing you approximately how much the treatment is expected to cost. You should discuss any concerns you may have about the cost before agreeing to your pet’s treatment. 
  • Book a follow-up appointment – If you have questions for your vet about your pet’s illness, you may find it useful to book a revisit appointment to discuss these concerns. 

Inappropriate behaviour

Over recent years, there has been a big increase in the number of veterinary staff exposed to verbal abuse and online harassment from angry and upset clients. This can have a detrimental effect on veterinary staff who are already working hard to provide all their patients with the best care possible and will not provide owners with the resolution they require. 

For the best outcome, it is important that any problems you may have with your vet are dealt with calmly; using the correct procedures discussed above. This provides your veterinary practice with the chance to address your concerns and to rectify any issues.  

Fortunately, it is rare for owners to be unhappy with their vet. But when it does happen, it can be sensibly addressed without affecting your pet’s treatment. If you have concerns about your pet’s veterinary care, it is important to discuss this calmly with your vet or to seek a second opinion. This is so you can be happy that your pet is receiving the best care possible. 

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