06/08/2023
We really do want everyone to know we appreciate you. Truly we do, we are making changes that will enhance and improve our care to you. These are frustratingly slow processes but include: hiring staff, hiring veterinarians and providing a brick and mortar hospital to you!
We are trying to do this the right way to prevent doing what so many veterinarians are forced to do as they grow: jacking up prices. Be patient with us, we are here for you and we don’t think you’ll find a veterinarian more committed to you.
Stay tuned for these changes and developments as they arise and are announced over the next 12-24 months.
In the meantime, PLEASE PLEASE PLEASE heed the requests to respect the business hours. If there is a TRUE EMERGENCY: the animal is legitimately dying, there is lots of blood, there is a new, serious problem that just happened contact us. If not, we want you to hold your questions, your drug orders, your inquiries until business hours.
Sometimes we will touch base with you after hours to check up on cases etc. The thought here is that we want to know all is well so we can relax about your case we were thinking about. When we reach out after hours it’s because we need to either get you your test results as soon as we got them or we simply know it’s the right timing to check progress and we don’t “clock out” and go home at the end of each day. Your good, committed veterinarians are seemingly always clocked in- at least mentally.
When you have a compassionate veterinarian on the other end of the line- every text, every call, every interaction spikes the cortisol at least momentarily. Imagine working for someone with access to you 24/7 who could call you away from your friends, family, mental break at any minute of any day, every day. Now imagine that boss sometimes texts for important things and other time texts for random things as s/he thinks of it out of convenience. You know it’s important to pay attention-you can’t just silence the phone and ignore it. Not even when you’re sleeping.
Now imagine having about 1000 bosses.
The shortage of food animal veterinarians is both real and getting worse. Burnout is the number one cited factor for leaving this segment of practice and if good boundaries are not created we will never find an associate willing to work for us. Dr Weeman will eventually go insane as well (some argue he’s already there). We need to work together!
We want to be responsive and there’s no way to do that consistently if we simply hold or ignore the after hours unimportant inquiries. We will forget about and lose them, then we will develop a bad reputation for ignoring calls. We don’t want to share that reputation that has become so common. We want YOU to hold your inquiries so that it doesn’t create constant after hours tasks for us. Like setting a reminder to respond on Monday morning….
If we can not come to an agreement here we are going to be forced to assess the true value of these weekend and night and holiday inquiries with very real fees. Basically taking us back to the 90s where you pay per text message and per phone minute but not at phone company prices…it will be at emergency, concierge medicine prices.
We do care about you, we are compassionate about giving you great care and we want to be responsive. Please don’t take advantage of that. Let us continue to care a lot by allowing us a small break when it is rightly deserved and there is not a true emergency.
Sometimes it may not be clear what is or is not an emergency and we get that. We aren’t going to ever yell at anyone for calling but one simple way for you to personally assess whether it is important enough to pick up the phone and contact your veterinarian about it is whether you squarely believe it would be appropriate if you received a sizeable invoice for the time to answer the question. If your thought is absolutely I need my vet- then send the call, text, email, inquiry.
If your thought is wow, what a jerk, when did they become all about the dollar to answer a simple question: HOLD that inquiry to business hours when we will be more than happy to answer it for FREE!
Please, share this and help us, help you. While we don’t speak for our colleagues and other veterinary practices there is a 99.99% likelihood your other vets all agree! There’s just an 89.9% likelihood their management would never allow for such honest client communication; we like honesty, you like it too. If we never really explain anything how can we expect anyone to understand.
Please show us you understand.