Ongoing Health Problem - Vet Not Helpful

I don't want to give out too many details for privacy reasons, so please bear with me on this question. I'm also asking this for another family member.

My relative called the vet clinic last Monday, the 28th, to ask about a problem with his cat. The vet wanted to see the cat that day so the relative took the cat in. Oddly, the vet focused on another health problem the cat has, rather than on the problem that prompted the visit. The relative didn't even get to discuss the health problem before the vet abruptly ran off. The cat was left there for the day for testing and observation. When relative went to pick up the cat, he was told that instructions and paperwork about the visit would be emailed to him within two days.

Two days passed with no email. He called back and was told the cat's test results were negative by a tech. He asked what was wrong with the cat and the tech said he'd have to talk to the vet and someone would call back. Relative asked about the paperwork and the tech said the vet hadn't gotten to it yet. Two business days have passed since the test results came in with no phone call or anything. On Monday, the 5th, it will have been a week since the exam/office visit with no answers as to what's wrong with the cat.

Exactly how upset should this relative be at the veterinarian and the clinic? It's sounds like to us that they're dragging their heels on this and that they're either incompetent or their staff is not doing their jobs efficiently. If they had said they don't know what's wrong and need to research it, then we wouldn't be so upset. Plus, we (relative) is still waiting on that paperwork. Then there's the fact that during the exam, they didn't even get to discuss the health problem that prompted the visit. The vet basically dominated the conversation with talk of the cat's other health problem and then left somewhat abruptly. 

Does anyone have any advice on how to handle this? Is there reason to be upset? The only thing I see when he talks about this is incompetency on the part of the veterinarian. Relative would go elsewhere, but this vet clinic aims to have the lowest prices around and the other clinics are way more expensive. 

Good grief, I am feeling like there aren't any caring vets left in the world!  I am struggling with vet callousness myself, and I sympathize with you and your relative!!  You certainly have a reason to be upset, but if this is the clinic your relative plans to use in the future, then he will have to remain calm and professional.  I would go in there and tell them "I am here to get my cat's test results."  And wait.  Don't be rude or confrontational, but do not leave the office until sometimes comes to talk to you about the results or at least gives you some kind of answer.  Good luck!  I hope the results are good and you get some some answers!

I agree - this is definitely a good reason to be upset. There is something off about a vet not wanting to talk thoroughly with an owner regarding the health and history of an animal. This would be a red flag to me. Regardless of the business, if they make a promise, they need to honour it and act promptly. Have them call and find out when that vet is in (I know some clinics will only let the vet who saw your animal talk to you about their condition and test results and whatnot - it makes sense, because they're supposed to know the animal better than a tech or other vets reviewing the paperwork) and ask to speak with them. If they won't give any information on the condition or the information that was supposed to be sent, by all means, go in and ask to have it printed or emailed right there and then.

Price isn't always an option. If a vet is incompetent, they don't deserve a penny even if they do charge the lowest prices if they're going to skimp of quality like that. If there is another clinic nearby and financial situation is an issue, let the office know and they'll often work out a payment plan or see what they can do without expensive procedures.

Depending on the problem the cat went in for, the tests don't have to be expensive. A lot of fellow members here have cats who have had a multitude of health issues, so if that's a factor and you'd like a ballpark idea of costs and procedures, I'm sure we'd be willing to offer all we can.

Hi

If as described then its unacceptable and I'd look for a different vet.  What you describe is not what vets do. 

I'd be in the office first thing in the morning!  Also, seek a second opinion and find a different vet.

Get a copy of the records ( any bloodwork, Xrays, ultrasound results) So the new vet can have a good place to start. Maybe look for a feline only veterinarian and/or a board certified specialist
at a specialty practice.
Good Luck

Thanks, everyone.

So the relative managed to email me an audio copy of the office visit/exam that he forgot he recorded on his phone (perfectly legal). I listened to it and the vet starts out examining the cat like normal. Then the vet starts discussing the cat's secondary health problem and talks about things they can do to treat it. Then the vet listens to the cat's heart and takes her temperature. It's around this point that the vet (according to relative) begins acting somewhat strangely. My thought is that he hears or sees something that is alarming, but doesn't want to share it with my relative. At this point, my relative begins discussing the health problem that prompted this visit. The vet asks a question or two, then tries to wrap up the visit by quickly dominating the conversation and then saying someone will be with them shortly to get the tests and procedures done. Then the vet leaves the room. The entire exam was 9 minutes and 25 seconds long. This behavior is uncharacteristic of this vet.


So what exactly about this entire thing would you say is unacceptable? The short office visit? The fact that the reason for the office visit wasn't discussed? The vet ending the exam so abruptly without making sure everything had been discussed and checked out? The fact that it's been a week and no diagnosis (or contact) has been made since the test results came back negative?

We're not sure what to do. Relative would like to continue using this vet, but not if this is how things are going to be now. He's never had a problem with this vet before.

The fact that the vet didn't want to discuss the reason for the visit in addition to not discussing in more detail what he found. 

Maybe you could invite your family member to come join the forums!

Yeah, the unwillingness to discuss what they found and what is concerning the owner first and foremost is what stands out as unacceptable. Based on the summary of the visit, I would be afraid they're hiding something, which is totally against what vets are supposed to do - they're supposed to find things and educate owners, not leave them in the dark! Short examinations depend on the vet, the animal, and its condition. If there isn't much wrong, there's no point in using lots of the vet and the owner's time.

Is there another vet in that office your relative can see if this one keeps dodging them?

At the very least I would want an explanation, in full, for the vets behavior and an explanation for the delays.

But what's really difficult is we aren't talking to the owner, and we don't even know what the original issue was that the owner wanted to talk about.  So its a bit like a game of telephone.  As @stephanietx suggested, why don't you ask your relative to join TCS and post their questions here.

Sounds tricky. It would be helpful if we knew what the condition was.