Dealing with client complaints about colleagues.

What if a client complains to you about a colleague?

Clients may be unhappy with the service, price or result from another veterinarian and come to see you. Occasionally it is much easier to diagnose a condition accurately if the previous vet has already eliminated a few DD’s and the condition is more advanced. Do not be tempted to make derogatory remarks about a colleague, even if you believe he was mistaken. You did not see the case at the time he first saw it, and the client is most likely putting their own spin on it, whether deliberately or due to lack of understanding. Never intentionally belittle a colleague’s competency. It reflects badly on the profession as a whole.

Do not make comments that may be misconstrued by an already disgruntled owner.

Do not say “ we would have approached this case quite differently”, or “your vet does not know what she is doing”. Referral specialists should also not expect general practitioners to know as much as board certified specialists.

You should reserve judgement until you have had the opportunity to investigate your colleague’s conduct fully. Things to consider include the economic restrictions the client may have indicated to the veterinarian, whether or not the client disclosed all the facts required to make a reasonable diagnosis and whether the client was given the opportunity to consider other treatment options before proceeding.

Often a short telephone call is all that is needed to clear up any confusion. One should get the patient’s history from the attending veterinarian as a matter of course. This is necessary both from a medical and courtesy point of view.

Comments from a hurried colleague's less than thoughtful response can plant the seeds of client concern. It is important to remain professional without giving clients unsolicited opinions.

Responses that may be appropriate include the following:

• I need more information to draw any conclusions. I would like to discuss this matter with Dr. X first before commenting on the treatment your pet has received so far.
• The main thing we need to do now, is help your pet. I will discuss your concerns about his previous treatment at a later stage. 
• This appears to be a complex case, and although I may have followed a different approach, it is quite understandable that your vet did what he did under the circumstances.

The intention is not that there should be a conspiracy of silence. Veterinarians are professionals who should take responsibility and be accountable for their actions. Truly irresponsible, negligent or unprofessional colleagues should be reported and dealt with by the Board or the courts. However, veterinarians should consider how their statements and comments will impact on other veterinarians and the profession. Think before you speak!