12/20/2023
Yesterday we had an unfortunate incident at the office. A client wanted their pet seen, but we had no availability yesterday. They had made an appointment for today on Monday. I offered them an appointment same day, their schedule did not accommodate being seen that day. They had been in contact with the office more than a dozen times over 2 days and even spoke to Dr. Switch directly. Monday evening there was no indication that this was some sort of emergency.
Yesterday morning the staff arrived to voice mails from this client. Demanding to be seen immediately, they didn’t care how many appointments we already had, they refuse to go to emergency and we’d “just have to get them in”, we have no choice. The staff talked to owner within 10 minutes of the office opening. It was explained that Dr. Switch was at our surgical location for the day and she would not be able to see her that day on demand. The client became agitated and more and more belligerent. Refusing every option given, continuing to demand they be seen asap. Stating repeatedly we were seeing them no matter what and that they would not take their pet to emergency. When this client did not get their way the informed our staff memeber “if something happens and my pet dies, I’m coming there and killing all of you!!”
We do our absolute best to accommodate everyone. This client was offered a same day appointment the day prior but it did not work with their schedule. Dr. Switch works most days until well into the evening. Getting home at 9pm or later regularly. Our staff is working their butts off every day, often well after closing and missing even breaks to eat lunch. We can not conceivably see every single client that has to be seen, on a moments notice, by demand. There are emergency clinics for a reason and if you feel it’s an emergency and refuse to go, that is out of our control.
This behavior is unacceptable and will 100% not be tolerated. The client in question has been told they are no longer welcome at our practice. If they attempt to come in the clinic, we will lock the door and contact the police. We have an obligation to our staff to make sure they feel safe and to protect that safety. Apologizing after that fact and saying you didn’t mean it will not make it go away. So please be mindful that if we can not see you immediately, that you choose your words wisely. Any mention of harm to our staff will get you the same response. Dr. Switch, Dr. Fisher and our staff of very hard working technicians, assistants and receptionists work entirely too hard to be threatened when people don’t get their way. Mean it or not, in this world we have to take statements like that seriously and do whatever we need to protect our people.
Our field is crumbling under the weight of rising costs, more pets going to homes than people entering veterinary medicine, lack of staff, burnout and being treated poorly by the very people we are trying our hardest to help. Please take a breath and a moment before you say things. Sooner or later there won’t be anyone left to help you, or your pets at all if this abuse continues.
Kindness, empathy and understanding will get you so much father than bullying and threatening. Please help us , help you and your pets, by not making things more difficult than they already are.
Respectfully,
Monica, Dr. Switch and the rest of our amazing staff.
