A couple of weeks ago, there was a news report from the South East of England that a local veterinary practice was opening a new premises. This new centre would be able to offer a higher standard of care than the practice was able to offer in their existing sites, including specialised dog, cat and exotic pet facilities, advanced scanning equipment, and a 24-hour hospital. At the moment, the branches of this practice are rated at 4.7-5 stars out of a possible 5 in genuine reviews left by their actual clients – they’re clearly a good practice.
So what was the response on the local newspaper’s social media page? Support? A balanced discussion of whether the town needed the facilities? People talking about what care their animals might receive? No. A deluge of abuse aimed at the practice. But why?
Table of contents
A lot of the abusive commentary was, apparently, for the cardinal sin of daring to charge for their work. No-one in the profession will have missed the tendency for people to abuse their vets and nurses as soon as anything goes wrong, but this level of abuse aimed at a practice just because they want to provide a better service to their patients is a new low.
I’m expecting to be targeted as well, for writing to support them. But I’ve decided I’m not going to stay silent this time, just sending private support. I’m going to call this out for what it is – abuse and bullying. And I’m proud of my friends and colleagues who are doing the same.
However, I’d like to say that, as so often, it’s a tiny minority spoiling it for everyone else. The vast majority of pet owners are wonderful people – so this doesn’t apply to everyone reading this! Unfortunately, there are too many people who, high on their own righteous indignation, feel free to behave inappropriately, especially online.
Why do people abuse their vets?
I’m sure there are lots of reasons. However, we generally see them coming into one of three categories.
A bad experience
We get it – sometimes things go wrong. Catastrophically wrong, sometimes; or at least, you feel that they have. And then you want to let others know. And if what you’re doing leads to improvements, it must be a good thing, right?
Well, yes – if you approach it constructively. If you’ve had a problem, talk to the vets or the practice involved. If you say what went wrong, and suggest how it can be improved. Or even if you talk to the regulator, the RCVS.
But just yelling abuse on social media helps no-one.
Money
Always a powerful motivator! And it’s understandable – the cost of medicine (animal or human) is a lot greater than most people think. Here in the UK, that’s probably because we’re shielded from it by the NHS, but apparently even in countries where payment for healthcare is normal, vets still get abuse over money.
But there is a huge difference between “I don’t like paying that much” and “You’re ripping me off” or – a constant refrain – “You don’t care about animals”.
Everyone in veterinary medicine is in it because they care about animals. But care doesn’t pay the electricity bills. Care doesn’t pay the rent. Care doesn’t buy the medicines. And care doesn’t let me or my colleagues pay their rent, or their bills, or put food on the table.
In fact, by demanding we charge THEM less, the complainants are asking us to charge other people more, because that’s how life works in the real world. Everything has to be paid for, and it’s probably more than most people expect: in fact, an independent practice – like the one we started discussing! – probably makes less than 10% profit a year. Even the big corporates rarely make more than 15% profit after expenses, salaries etc, if you dig through their accounts, so even if your practice worked at zero profit, you’d be looking at a maximum of 20% off your bill.
Of course, we could charge less. We could use the cheapest drugs, refuse to do surgery, euthanase any pet who couldn’t be cured with a short course of medication. And if that’s what you ask us to do, we’ll do it. But based on my experience, and that of my colleagues, I don’t think that’s what most people want. They want modern medicine for free.
And the world don’t work like that.
Power
And this is where I think we get to the real issue: to join a mob of people shouting abuse, safely behind your computer screen, makes you feel powerful.
In a mob you can ignore the distress you’re causing to your victims, caught up in your righteous indignation. You can ignore the harm you’re causing, and the bile you’re spewing, because it makes you feel better.
I know. I’ve felt the seduction of the mob, where everyone’s on “your side”.
But tomorrow, they might come for you. And who will stand up for you then?
But the impact of this bile and bullying is counterproductive
There is a national shortage of vets. Although lots of people still want to become vets, many – possibly a majority in the next few years – leave the profession early. Why?
Well, one of the main reasons is abuse by animal owners who aren’t interested in reasons, but just want to get their way, whatever happens, like spoiled toddlers. They’re a tiny minority of clients – most of you animal owners out there really are wonderful people! Unfortunately, it’s the ones who aren’t who are the ones that stick in your mind at the end of the day, the end of the week, the end of the year.
Yes, vets are paid a reasonable wage, for the amount of study and the level of expertise they have. Yes, I’m sure there are clinical directors and practice owners out there who are genuinely wealthy. But a lot of vets decide they aren’t paid enough to put up with it. In fact, in the most recent study, the top reasons for vets to leave clinical practice were, in order:
- Poor work life balance – 60%
- Not feeling valued – 55%
- Chronic stress – 49%
- Poor pay – 44%
By abusing vets online, people are hardly helping the situation! As vets leave, practices need to replace them, from an ever dwindling pool – and of course that pushes wages up. (I suppose I should thank the bullies here, for increasing our wages – but I can’t bring myself to do so).
The problem with Vet Bashing
“Vet bashing” is the general term used to describe indiscriminate attacks on vets. It’s not criticism (no-one likes it, but if it’s constructive, it’s still useful). It’s not commentary. It is not even a complaint. It’s just a series of snide, unpleasant comments and abuse aimed at vets for who and what they are and represent. And over time, the constant insinuations and overt abuse get to you.
No-one deserves that, for something entirely outside of their control.
Because what “vet bashing” really boils down to is abuse of someone because of their job, no matter who or what they are otherwise, or what they have done – masked in a cloak of self-righteousness.
If you have a problem with your vet, talk to them
We will try and make it right if we can.
But the cowardly abuse of professionals online is unacceptable.
And I won’t stay silent any longer.
Vet bashing has to stop.
Discussion