Has anyone made a complaint to their vet about treatment their horse has received?

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be positive

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As above, I am writing to my vets with concerns regarding treatment and have no idea what to expect in response, has anyone done this and what was the result, it is not financially motivated so no compensation is expected.

pm if you prefer.
 
Yes i have regarding a new vet they had. She had awful stable manners, was rude, sedated and twitched my yearling fell (in that order) though he was doing nothing at all. then she told me that i should take him leahurst vet hospital, i would never ride him, he would be useless and have to be put to sleep!!!! He had a small cut near his stifle that was infected. Got the head vet toi him the next day and was treated with Antibiotics and was fine. It wasnt just me that complained about her though. Other people experienced her she had no people skills, stable manners at all. I complained to the head vet , she left soon after.
 
yes, though i didn't write, I read the RCVS website about complaints and then rang to speak to a senior partner, initially senior partner a bit shirty, but said he would investigate, i said please do (i knew I was right) and he rang me back a couple of days later and apologised and said both the vets in question were very sorry and would write and apologise if necessary, I said it was not, then i rang and said I didn't feel I should pay the bill so they cancelled it, However I did have a very good case and the vets do not have to cancel the bill I believe, even if the RCVS find in your favour.
 
I've just posted in the "Mites" thread and mentioned that I changed Vets because the one I had for years hadn't regarded my mares "cracked heels/ mud fever" as worth much investigating - the new one did.

The old one caused a bit of a stink - not helped by him being a childhood friend of the Y.O. and the pair of them went around bad mouhting me to all who'd listen right up to calling my DNA into disrepute!

So I wrote him a little note:- Dear John, I have had some wonderful service from you over the years and there are very few men I'd ever let near my mare with a needle let alone one with thread in it but I feel that you have let the old girl down over a problem you've known about for years and not done much about. I apologise if I didn't follow the correct form but in this instance feel justified.

And to be fair he sent me an apology.
 
Yes after a castration that went wrong and they tryed charging £1800 for it. Eventually got 30% off the bill
 
Yes my mum made one about the treatment of my mare who was colicing and had previous colic op. basically vet refused to come out after first two visits, second visit we asked for her to be PTs. Anyhow vet first called at 8.30 am meatman PTs at 5.30 she was almost dead anyway.
They waivered my bill but I didn't care about that, even now 13-14 years later am angry about it. Vet in question I later found out he had not long returned after being suspended for practicing under alcohol
 
Write to the senior vet in the practice, and wait to see how he responds.
I had to phone up one in my practice about the girl vet they sent out who gave incorrect advice, kept insisting on seeing the placenta [three days after the birth] this would not have bothered me, all I wanted was a jab of serum [keeper had not kept her vaccinated in spite of re-assurances] and a check on the foal's health. The vet obviously knew less than me about foals, but had read the book.
The keeper at the time [a nutter] would not do what I wanted, if she had had her way, my foal would presumably be standing in its stable three years on!
The senior vet had also been out to see my mare [a week after we had agreed a vet was needed], the mare was outsize, udder full , milk splishing out, presumably the tailhead bones were ready, all ready to drop, but he had to confirm it, sticking his hand up the rectum and messing about,... why? It took the mare about three months to recover from this rough treatment, and she could spot any vet as soon as he entered the stable.
 
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spottydottypony said:
Yes i have regarding a new vet they had. She had awful stable manners, was rude, sedated and twitched my yearling fell (in that order) though he was doing nothing at all. then she told me that i should take him leahurst vet hospital, i would never ride him, he would be useless and have to be put to sleep!!!! He had a small cut near his stifle that was infected. Got the head vet toi him the next day and was treated with Antibiotics and was fine. It wasnt just me that complained about her though. Other people experienced her she had no people skills, stable manners at all. I complained to the head vet , she left soon after.
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It made me laugh the thought of the vet lacking "stable manners", interesting that she left the job soon after.
 
Yes! We had a welsh a mare come down very ill a few days after foaling, vet couldnt find much wrong so we did some research and asked them to test for herpes virus. At 1st they refused as there hadnt been any cases in the area for over 10 years.

Pony was in an awful state and vet wanted to pts. We refused and demanded he test.

Test came back positive and we were left with a £2000 bill.

We complained and bill was wiped and vet in question was sent for extra training.

Horrible time and arguing with vets for the test very upsetting. Never used that practice again x
 
Well we are ten posts in and the complaints are half on manners and half on competence - particularly the lack of willingness to test.

These are proffessional, presumably well educated folk - you'd think they have the first one pegged!

My mind turns to other proffessions - a commercial pilot has to be not only qualfied to fly generally but also on the type of aircraft he is to fly you in and this is written up for you check if you want. On top of that he has a regular medical, drink & drugs tests and has to spend a certain amount of hours in a flight simulator ( believe me - these are like the real thing!!) where the controller can rig it for potential disasters.

What a shame that we'll never see the same for vets!
 
I did this after looking on the RCVS website for the best way to word my complaint. I did get an apology from the vet concerned and 50% off the bill involved. Changed to another practice though.
 
I was encouraged by my Vet to complain about a locum he had employed to work a weekend who sent my foal to Liverpool when there was actully nothing wrong with him. Long story. We ended up having to use solicitors and the vets insurance company The Veterinary Defence Society were shameful.
 
Mm, not complained to a great extent, but pointed out my disappointment on one occassion.

My mare had her teeth rasped by a vet who had never been out to us before, and he didn't bother using a gag. He was rasping her teeth so vigourously I could see the rasp jabbing her cheeks and her wincing every now and again.

Anyway, ten mins or so after he left, she started eating her hay, and kept opening her mouth wide and sticking her tongue out. Monitored her for another hour or so, and she kept doing it. Called vet again and explained, said to monitor her overnight and see how she was in the morning. Next morning, still the same and had hardly touched her hay (very very unusual for her). Had to call the same vet out again, who gagged her (finally) and found a large blister/abrasion on her soft palate. He vehemently denied that it could have been caused by him, saying he went nowhere near her soft palate, and said she must have eaten something sharp since to do it (despite the fact she started showing signs within ten mins of him leaving and hadn't left my sight in that time!).

I did ring the surgery and say I was pretty annoyed by the whole thing, and they waived the second call out fee.

I wouldn't have minded if he just apologised, but the fact that he denied any responsibility for it really annoyed me. What annoyed me even more was the fact she had to go on antibiotics and bute for a week, and I got charged for them! :mad:
 
I complained to a vets I have used before. Too long a story to go into, but basically they broke several of the RCVS guidelines.

Got the bill reduced and they lost my business.
 
Yes, very rude vet was very rough with our mare, who objected quite rightly to being manhandled by this idiot. Rang the surgery and grumbled. Got my bill reduced and told this person would never be treating my horse again. She left not long after, thank god.
 
I wrote to the senior partner and got fobbed off. Apparently refusing to x ray a leg when the owner repeatedly asks for it and telling her to stop fussing is ok when the leg in question was actually fractured, as suspected by said silly owner.
Fortunately got x rays from a different vet.
Got in touch with RCVS who said I'd have to prove wilful neglect which is hard. At the time my emotional energy was shot and I had to focus on getting her better so I didn't pursue it.
Still regret it. I had a yearling running around on a fractured limb for three weeks and was told by three partners I was stupid.
 
monsterwillow said:
Yes! We had a welsh a mare come down very ill a few days after foaling, vet couldnt find much wrong so we did some research and asked them to test for herpes virus. At 1st they refused as there hadnt been any cases in the area for over 10 years.

Pony was in an awful state and vet wanted to pts. We refused and demanded he test.

Test came back positive and we were left with a £2000 bill.

We complained and bill was wiped and vet in question was sent for extra training.

Horrible time and arguing with vets for the test very upsetting. Never used that practice again x
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This is a very different scenario to mine but similar in that the vet refused to do something as in her view it was not necessary, she would not change her opinion but when I insisted on the diagnostics she was proved to be totally wrong, not going into full details in case it goes further.

Did you do a formal complaint through the RCVS or did the practice send her for further training?
 
TallulahBright said:
I wrote to the senior partner and got fobbed off. Apparently refusing to x ray a leg when the owner repeatedly asks for it and telling her to stop fussing is ok when the leg in question was actually fractured, as suspected by said silly owner.
Fortunately got x rays from a different vet.
Got in touch with RCVS who said I'd have to prove wilful neglect which is hard. At the time my emotional energy was shot and I had to focus on getting her better so I didn't pursue it.
Still regret it. I had a yearling running around on a fractured limb for three weeks and was told by three partners I was stupid.
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That is dreadful, she made a full recovery I hope?
It does not read as "wilful neglect" in the info they give, that to me would be entirely different to negligence.
It is draining but I feel that in order to move on I have to do something, I usually have a rant and let things go, life is too short but not this time:(
 
Am meaning to and I will. Used my local vets for years always satisfied etc with same horse. A vet came twice then PTS and made me feel so like I was doing the wrong thing with arthritic 3 legged horse. I have posted before and will get round to mentioning it to the owner. I obviously had a vet with a bad bedside manner and arrogant. I do think they were excellent in their actual DOING practical things just not good from my owner point of view and I consider myself really REALISTIC and i hope old fashioned. But was gutted at what was said to me on the PTS day. It was not what I expected and I found it quite sad to be treated like this on what was one of the worse days in my life. I feel bad for not complaining yet as I dont want anyone else to get this kind of behaviour. After I found out I have not been the only one. ...it will happen when I get round to it.
 
1stclassalan said:
Well we are ten posts in and the complaints are half on manners and half on competence - particularly the lack of willingness to test.

These are proffessional, presumably well educated folk - you'd think they have the first one pegged!

My mind turns to other proffessions - a commercial pilot has to be not only qualfied to fly generally but also on the type of aircraft he is to fly you in and this is written up for you check if you want. On top of that he has a regular medical, drink & drugs tests and has to spend a certain amount of hours in a flight simulator ( believe me - these are like the real thing!!) where the controller can rig it for potential disasters.

What a shame that we'll never see the same for vets!
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It's the lack of willingness to test that surprised me, so often it's the other way round get the vet out and before you know where you are they have done a whole load of tests, run up a huge bill and the farrier comes out and pops an abscess:rolleyes:

My view is that a failure to work as a true team is part of the problem, a young vet should be discussing any slightly unusual cases with senior vets in the practice not trying to be a "hero" plugging along the wrong route unable to backtrack or get another viewpoint, if they trained for 20 years they would never see everything, shadowing a senior vet on some interesting cases would enable knowledge and experience to develop.
 
be positive said:
That is dreadful, she made a full recovery I hope?
It does not read as "wilful neglect" in the info they give, that to me would be entirely different to negligence.
It is draining but I feel that in order to move on I have to do something, I usually have a rant and let things go, life is too short but not this time:(
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Sorry, it's been a long week! Wilful negligence.
She's now rising five and progressing really well in her training, thanks.
Vets I use now are great and listen every time.
I do wish I'd taken action if only to stop someone else going through the same thing.
 
Yep, a senior partner at my then vets gelded 2 youngster of mine on the same day....one was fine but the other was left with blood streaming out of the wound site, called him out twice that day for emergency call out for him to poke around and not make any difference telling me it was "normal". Eventually the straw in his stable was red and he started to look really lifeless so called the vets back to get another vet out as refused to have him back on my yard.....she was amazing, spent 6 hours with him until she eventually stopped the bleed (into the early hours of the morning she was there!).
He had basically left my horse to bleed to death and if I had believed him when he said it was normal and left my horse over night it would have been a very different story in the morning as he wouldn't be with us now.
I wrote a stinking letter of complaint and told them under no uncerain terms would I be paying for the emergency and out of hours call outs, the actual owner of the vets called to see what had happen and was apauld by what I told him....needless to say I promptly changed my vets
 
I havent read all the posts but I dont know if its a sign of the times with advances in medicines and treatments and that every owners expectations nowadays are utterly different to years ago? Mine are I hope realistic and humane and quality of life is always top for me.
I think my vet thought I would put clicky arthritic horse through tons of tests and treatments as I had MUG on my face! Ur No(he had that all done about 6 years prior to PTS). Thank you.

Story years ago when my dogs vet realised I had PETPLAN which was new then that my dog could be switched to a more expensive antibiotic(I would have hoped he was already on the best initially but clearly not)??? The vet was quite open about it but I was really cross and saw RED! I moved house and my dog was taken off all long term medication and never had any more problems ever again.
 
I intend to write regarding the first vet who saw my pony who was dying of grass sickness and diagnosed a dental abscess.

I have a video of the pony just after she left which I will be sending as well.

The bill is 347 pounds inc disposal which I think is ridiculous since the first vet was totally wrong and he only spent a couple of hours in the surgery later that day before he was euthanised.
 
FfionWinnie said:
I intend to write regarding the first vet who saw my pony who was dying of grass sickness and diagnosed a dental abscess.

I have a video of the pony just after she left which I will be sending as well.

The bill is 347 pounds inc disposal which I think is ridiculous since the first vet was totally wrong and he only spent a couple of hours in the surgery later that day before he was euthanised.
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I remember you posting, there is a vast difference between an abscess and grass sickness you would think:eek: it is so difficult when you are doing the right thing getting the professional help but often the owner's gut instinct is more correct than someone that just sees what is in front of them, sadly in your case the pony did not make it, the end result would most likely have been the same but the pony did suffer for longer that it should have.

It will be interesting to hear what response you get, an apology and waiving most of the bill at the very least.
 
this is awful behaviours of vets!!

mine i disputed payment of a bill - and a slow insurance claim but its nothing to what im reading here!!!



the vets is use are good but becoming too expensive and i know a lot of people have changed.

i did say i was changing vets as i was so pissed off - i still will purely due to cost as they are one of the more expensive in the area - once this bill is sorted out. shame really as they are good vets.
 
I did when my mares hock was booted and exploded, was blood everywhere and could see bone. was out of hours so rang the emergency vet he said he wouldn't come and that I should bandage it and that I should get someone to come during opening hours.

I was appalled I had said how bad it was and that I needed a vet there and then but refused so I called another vets locally and complained I made sure I made a deal of it too.

She was in pain and it was horrendous
 
FfionWinnie said:
I intend to write regarding the first vet who saw my pony who was dying of grass sickness and diagnosed a dental abscess.

I have a video of the pony just after she left which I will be sending as well.

The bill is 347 pounds inc disposal which I think is ridiculous since the first vet was totally wrong and he only spent a couple of hours in the surgery later that day before he was euthanised.
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Oh my gosh I am so sorry! I would make a big song and dance about it! Do not let them bully you.
 
I have a couple of times. Once when the vets farrier crippled my horse, I wasn't there, my partner was, and they didn't even check we had bute at home when the poor girl couldn't even put her foor on the floor.
I have also complained about the atitude of one of their vets, who has mercifully left now.
I think a lot of the attitude is partly because a lot of vets are used to dealing with grooms, and forget that they are sometimes dealing with the people who pay the bill! Plus the arrogance of the very intelligent.
I have found when the vets have not been great and I have raised it, (I am not exactly backwards in saying something if they have not behaved well) then they do take it on board, and act on what I have said.
 
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