Sour experience at vet clinic

taco

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Hello. I'd like to get advice about my recent experience at the vet clinic. I'll make a long story short, but can provide more details if needed.

Basically, I took my cat to the vet's for an exam and a senior screen (blood work and urinalysis - I do these tests yearly). In the past, if it was not possible to obtain a urine sample there, the pet owners always had 30 days to obtain and submit a sample. Well, it was only after the vet had drawn the blood that they told me that it had been changed to 7 days and that there was now a charge if I had to bring the cat back in for a cystocentesis.

Had I known about these changes beforehand, I would have gotten the less expensive blood work done and taken the cat someplace more accommodating for the urinalysis.

There is no way I'm gonna be able to collect a sample from this cat at home. She only urinates once a day, which is around 8 pm or so. She will not urinate in the litter box for me. Sometimes, I'm not even sure if she urinates even once a day. We need to test the urine specific gravity, so I assume that trying to force her to drink water with a syringe would provide inaccurate results.

I've been going to this same clinic for nearly 10 years and it's only been in the past three years or so that I've had problems with what I refer to as "deceitful business practices". They're always trying to add things to my bill like an OTC hairball gel that I could get at Petco for half the price. There always seems to be some billing type problem where they always come off as being deceitful. I almost always try to ask if there's a charge for something and I usually try to get all the details. But it gets exhausting and they seem to get annoyed. I have reason to believe that the reason one vet quit working there is because of the type of stuff I'm complaining about.

I intend to take my business elsewhere within the next month, but I would like or may need to go back there for a second opinion. I'm very impressed with one of the vet's there and would like to get their opinion for serious illnesses (like CRF).

Do I have a right to complain about this? Should I politely ask that due to the fact they failed to tell me about these changes beforehand that they do the cystocentesis for free?
 

catsallaround

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I encountered something similar at one point. I would ask nicely to the head person if they would do this one the old way due to you being unaware of the new policy(did you make the appt for a blood draw? maybe then could say if this is new policy why didnt the receptionist inform me at time I made appt if it was very clear. Now that you know the policy you would never ask this again and it would have been nice had the vet informed you before the draw.

Thats what I would try nothing lost and they may say yes. Seems like a get em for anything you can sorta vet which adds up to fast. If services/products are provided/needed I have no problem paying but being sneaky I see where your coming from. I have a great vet at a multi vet hospital who is very budget friendly and trys to go in order and not add extras till its needed(I have alot of cats)

The other vets there are ok but this one stands out. Keep trying youll find the right one and know it. I would get the bill itemized more when you go and discuss it(maybe with the billing ppl if its a big place they may have more time one on one and voice your concerns to them.
 

kittymom4

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I can tell you at my vet there is a separate fee for cystocentesis. However, I understand you feeling a bit taken advantage of if this has not been the case in the past.

The actual Doctors are not usually the ones to explain pricing - that's usually left to someone else - and if pricing changed at January 1st, it's been awhile for them and they are not thinking to tell people? I don't know where but it seems there is defiantly some communication breakdown to keep up with the clients.

As for me - I always ask what pricing is. Even if I'm pretty sure I know. I deal with vet bills with soon to be 5 animals and most of them go in for annuals within a month of each other. When I make the first appointment I get someone to give me an estimate for each of them. The "lucky" receptionist HATES it but I don't care! I always tell them they can get back to me when it's convenient for them but I need to see who is due for what and what a CURRENT dental fee is going to be for a cleaning. You have to be able to budget properly.

As far as you feeling like your vet is being sneaky about added charges - that is not good. You have to be able to trust these people. If that trust is there or you dread going, it's time to leave. You never want to feel like a vet is suggesting products or tests that you don't need because they are trying to make a sale. This undermines the faith you can put in the diagnosis they give you and the treatment they suggest to you. I would leave and go else where and if it were me, I would not be ashamed to tell them why.
 
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taco

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Thanks for the responses.

I don't think the vet was trying to be deceptive, but I think maybe it should be the responsibility of the assistants who are in the exam room to mention any changes in policies. At the very least they could post a notice on the wall of each exam room. I think the notice should be left in place for a year.

I almost always ask about the prices for things. But this isn't a price or billing issue, it's a policy issue. They have allowed 30 days to submit a urine sample for over six years. So I really think it should be their responsibility to notify the clients. Maybe in the past the vets chose not to charge me for the cystocentesis but didn't tell me, which is why there's confusion about that, I don't know.

I think for the most part that the clients are responsible for asking about charges beforehand. But the staff shouldn't add products (flea medicine, hairball medicine, etc.) to my bill without discussing it with me first. And it should be their responsibility to notify clients of any policy changes. Actually, they do notify clients of policy changes if it affects the staff. Over a year ago they decided to close their office for a few hours every Wednesday for a "team meeting". They have signs of this posted all over the office (inside and out), on their website, and on the receipts. It's been over a year since they decided to have these meetings and the signs are still in place. But they can't notify anyone of changes in the days allowed to collect a urine sample. Deliberate. Totally deliberate to get more money out of the clients and into their pockets.
 
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