I'd rather talk to your pet

Working at a veterinary hospital can be both rewarding and VERY draining. Sometimes you just have to vent. #veterinaryvent

[khaoskittensworld]

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[khaoskittensworld]

A woman asked me in earnest if we could tell what her cat was saying when it meowed.

Why yes, we have a special machine here that translates. That's typically how we diagnose. Unfortunately, they don't have an at-home model just yet.

[khaoskittensworld]

We hear it all the time

So you're just going to let my pet die.(No, you are going to let your pet suffer because you're refusing to give them proper care. Owning a pet is a luxury.)

You only care about money. (Yes, we are a business. But, if we could help them all and stay in business we would)

You'll be hearing from my lawyer.

Non-client, whose pet we have never seen calling to have us fill a prescription (typically antibiotics) for an issue they diagnosed from Dr. Google.

A client calls panicked that their pet is all but falling apart. Their records show they haven't been seen in over 5 years. "Has your pet been seen elsewhere since being here last?". " No, he/she hasn't been sick." (Preventative care is an important element of pet ownership)

Why can't I come into the building?/why do I have to wear a mask? I'm vaccinated. (Because we said so).

[khaoskittensworld]

My cat ate some meth. " My roommate moved out and left it behind." Yeah, right, your meth using friend didn't take his meth with him.

[khaoskittensworld]

"My litter of puppies had vaccines yesterday. Today their pee looks oily. Can this be a side effect of the vaccines?"

Nope.

[khaoskittensworld]

An owner called stating that her 12 year old dog hadn't been eating for three days, had been vomiting bile, and there was blood in it's urine. So we schedule the dog for a same day appointment. Let's get this checked out.

The dog comes in and is in rough shape. Emaciated and clearing in pain. While in the reception area the dogs begins posturing to defecate. This isn't uncommon so I prepared myself to clean up some poo.

Rather than a solid defecation, this poor dog shoots out explosive diarrhea that is nearly pure blood. This was truly heartbreaking. It turned out that the "blood in it's urine" was in fact bloody diarrhea. This woman was allowing this to go on for close to a week.

After an exam and radiographs the doctor found a large mass in dog's abdomen. The doctors recommendation was a humane euthanasia. The owner refused even after repeated explanation that this was not a treatable diagnosis.

Still the owner refuses. The only things the owner left with was an antibiotic. Declining pain medication. Just looking at the dog you could see it was in terrible pain. It's face was just begging for help.

It is such a struggle knowing the best course of action for a suffering pet yet unable to convince owners.

Thankfully, the owner called the following day for a euthanasia though she was still hesitant that it was the best option.

Please people, doctors know best.

[khaoskittensworld]

During covid-19 social distancing we were only permitting employees and patients in the hospital. We had a port-a-potty at the rear of our parking lot. We saw a female owner go into a gated area of our property, go behind a bush, and used it as her own private bathroom. Just dropped her pants, squatted, then went on her way.

We're hoping she only urinated but none of us were going to check.

[khaoskittensworld]

A kitten came in with a broken leg. Owner initially says their 4 year old daughter does tend to play a bit rough with the cat. Then turns her story to "I don't know how this could have happened".

We inform the own of the cost for treatment. Around $200. As many of you may know (but apparently not enough) owning a pet is a luxury that unfortunately many can't afford. There is regular care and always the chance of unexpected issues.

This owner then asks if we accept payments. Our practice does not offer in-house financing, from having been burnt too many times in the past. We go through our procedure of asking if they could borrow money from a friend or family member, if they have a credit card they could use, or they could apply for a vet/doctor/dentist office specific credit card.

The client declines all of these options and simply asks "how much is euthanasia?". This completely and totally breaks my heart. Having four cats of my own I was unable to take on another (knowing the costs associated with pet ownership and acknowledging that we could not manage another).

Thankfully, another co-worker who only had two cats was happy to help out. Yet, this client was adamant about signing ownership of the kitten over to my co-worker. She would rather euthanize this otherwise healthy kitten than sign over ownership.

We were finally able to convince the owner to sign the release. But, seriously people? Wth?!

[khaoskittensworld]

A woman calls asking the cost of a distemper shot. I ask if we have seen her pet before (because that makes a difference in the appointment cost). She says we have not and I tell her the price. I then ask if her dog is up to date on it's other vaccinations.

She is actually asking for a cat. The female cat is intact and has started acting aggressive toward the owners spayed cats. The woman then explains that she thinks the cat needs it's distemper shot so it calms down. 

Ma'am, the distemper vaccine is a canine vaccine and plays no role in the temperament (I know the name is confusing) of the dog. This vaccine protects against several diseases and i the feline version is the RCP vaccine.

[khaoskittensworld]

A woman calls stating that her cat is still struggling to poop even after her last visit. Her history shows the cat was in about a month ago and a month before that for the same issue and was given an enema. The cat was eating and drinking normally but the owner was concerned about the minimal fecal production.

I offered an open appointment on Monday (this call was received on Saturday). The woman asks someone in the background if that day would work. Then a man gets on the phone.

The conversation proceeds as such... (H for him, M for me)

H: Can angel food cake cause this?

M: Angel food cake?

H: Yeah, could angel food cake make him have trouble pooping?

M: You've given the cat angel food cake? (my brain was struggling to grasp what he was saying)

H: My wife gives him angel food cake and milk but he hasn't been drinking the milk.

M: How often is your wife giving him angel food cake and milk?

H: Every morning she gives him a little.

M: Sir, cats are carnivores. Firstly, they shouldn't have human food. Only cat food and maybe some meat. But certainly not angel food and milk. This most definitely is playing a role in your cats trouble.

H: Alright, well so giving it to him but he won't be happy about it.

M: Sir, your cat can be pissed at you all it wants. You can't keep giving it angel food cake or milk.

H: I guess we'll stop and see if it helps. Then we'll call you Monday if it doesn't improve.

~end of call~

I was truly dumbstruck. 

*unfortunate update: the cat was euthanized a few weeks later.

[khaoskittensworld]

[khaoskittensworld]

A 12 year old dog was brought in for euthanasia. He was in very rough shape, overall system failure, blood coming from his nose and mouth, all around a mess. Unfortunately, this was during the covid-19 pandemic and clients were not permitted in the building, even during the euthanasia process. Also, this client selected private cremation. (The owner does not receive the ashes back and the cremains are buried on site at the crematorium.) 

A month later the client calls absolutely furious. She stated she was at a local grocery store and saw her dog in another person's car. Per this woman, the dog was extremely excited to see her. During her rant she accused us of not actually euthanizing her dog and selling it to make a profit.

We repeatedly assured her that the dog was euthanized and explained that we documented everything associated with the procedure. This assurance came from both the client care team and management. None the less, the client was adamant that we sold her dog.

At our hospital, all the employees are pet owners and majority of us have experienced the difficulty of having to euthanize one of our fur-babies. So we completely understood her pain.

Despite our empathy and assurance she continued to accuse us of never euthanizing her dog. She then told us her and a family member were going to the crematorium to "scan the area and find where the dog was buried". We had absolutely no idea how the client planned to do this. 

Denial is the first stage of grief. For this woman, we realized there was nothing we could say to convince her that the dog she saw at the grocery store was not her dog. Unfortunately, we can't help everyone.

[khaoskittensworld]

A woman calls asking to schedule a euthanasia. We have been extremely accommodating for euthanasias even during our covid-19 policy of curbside service (only patients and employees permitted in the building). We allow 2 owners in the building for euthanasias as long as they have not had covid exposure, do not exhibit covid symptoms, and wear a mask at all times when interacting with employees.

Key notes: This client has only been to our practice once before in 2017 for a euthanasia. Her address on file is in Connecticut (we are located in Pennsylvania). 

She was extremely vague when giving information about the cat so we could add him to our system. She wouldn't give us any clue as to why she wanted to euthanize. It is hospital protocol to examine a pet that we have not seen recently before euthanizing. We would much rather treat an animal than to jump right to euthanasia.

Mind you, at the beginning of the phone conversation the own was calm and polite though vague. We explain or current covid-19 policy and inform her of the exceptions we are making for euthanasia appointments emphasizing the requirements (no exposure, no symptoms, mask at all times). This is where it all turns sideways.

The conversation preceded as such and aggressiveness increased as the convo went on:

W (woman) - I don't wear a mask.

C (client care team member) - Ma'am, you will need to wear a mask at all times while interacting with our staff.

W: This whole covid thing is just a hoax.

C: Ma'am, this is the current hospital policy. It's for everyone's safety. 

W: What's if I social distance and stay 6 feet away?

C: Ma'am, you will still need to wear a mask at all times.

W: Can't I just leave the cat by the door and you can come get him?

C: Ma'am, that would not be safe for the cat. There would be a concern that it may get out of the carrier. If you do not have a mask with you we will be happy to provide one.

Her voice became rather shrill at this point on the verge of screaming. 

We then, without even telling her, transfer her to our manager on duty and continue on answering calls from other clients.

Our manager comes downstairs around an hour later. We ask how the conversation went. Apparently, the woman was even more erratic with our manager.

He reviewed our current hospital policy with her again. First she refuses to wear a mask stating she couldn't for health reasons.

M: I'm sorry to hear that, Ma'am. Perhaps, you would like to call around to other vet hospitals to see if they are more lax with their mask policies. 

(Remember, we have not seen this woman since 2017, only for a euthanasia, and her address on file is in Connecticut. So, this is no skin off our teeth if she goes elsewhere.)

Her story then changes to it being against her religion to wear a mask.

Our manager again suggests she contact other vet hospitals that may have different policies during covid-19.

She continued on saying "The whole covid pandemic is just a big hoax." Asking  if he knows anyone who has died of covid. He states that he does not. (Our manager tells us he was thinking "I don't know anyone who has died of AIDS but I still know it's real" This manager rarely gets upset. So him thinking this was hilarious. )

The woman now is screaming at him, that we are a public business and we can't refuse her take care of her. That this is discrimination and illegal.

M: We are in fact a private business and can legally refuse service to anyone at our discretion. We will be happy to send your records to any other vet she would like but we will not be helping her today.

W: Are you denying me service all because I won't wear a mask?

M: No Ma'am, this is because of your attitude.

Then the woman hangs up.

*Moral of the story. Just wear a damn mask.

[khaoskittensworld]

A cat came in for a routine spray surgery. Everything went well. Standard post-op observation was performed and well documented. There were no issues during the cats hours long post-surgery stay.

At least a week later the own took the cat to an emergency clinic for a non-spray surgery related issue. At this ER visit the staff noticed a scabbed area that appeared to be from a burn. Owner was adamant that this issue couldn't possibly have occurred at home.

I have to note that our staff is extremely diligent with their observations and documentations for this exact reason. Very CYB (cover your butt). 

This owner tries to blame our facility and a "faulty" bair hugger (a disposable heating pad) for this burn. All of these claims are absurd and unfounded. She in turn filed a lawsuit for us to pay the cost of the surgery at our facility as well as the non-surgery related visit to the emergency clinic. Overall costing thousands of dollars.

The clients file is marked as "do not see" while this lawsuit is in process. Understandably so. Several weeks after this own began her lawsuit we receive an online prescription order requesting our doctors approval. We all scoff at the audacity. 

We unfortunately were forced (advised by the practices lawyer) to approve the request because there had not been an official "firing" letter sent to the owner.

At present I am unsure as to the outcome of the case. Though I truly hope she loses.

[khaoskittensworld]

Patient Care Associate

"Why am I talking to you. You're just a receptionist. You don't know what you're talking about." I've been conveying doctors suggestions for years. I know exactly what they're going to tell you. Why should I waste their time with a question when I know the answer.

I've had doctors ask me why I sent them questions when I already know the answer. I tell them (with air quotes) because I'm only a receptionist.

I've put clients on hold, telling them I'll ask a doctor, wait a minute then get back on the line and tell them the same thing.

[khaoskittensworld]

Before exploratory surgeries I like to view the radiographs and play the "what did I eat?" game.

Some of the most interesting...

Cat ate over 6' of plastic Easter grass

Dog ate insulating foam that expanded to a coconut sized glob

Puppy ate a used condom then was in two months later for eating a pair of thong underwear

Dog ate a golfball sized rock (not sure how he even swallowed it)

Dog ate a clothespin. That was obvious on the x-ray.

[khaoskittensworld]

A client called asking to bring in a feral cat for a check up and vaccines. We asked if she has a carrier. She says she does not but she will just bring the cat in a pillowcase. We tell her that she can borrow a carrier and bring it back later. Still she declines, saying she is sure that she can just bring the cat in a pillowcase.

This bring us to her appointment time. While trying to take paperwork outside to another client, this woman barges her way into the vestibule struggling to hold a fractious cat scared out of its mind. In the other hand she's hold the pillowcase with a giant hole in it saying "I don't understand how it got it." *face palm*

This woman has the panicked, flailing cat by the scruff while it's squirming its way lose. I attempt to help her get ahold of the cat. Mind you the second vestibule door into the lobby is propped open. The last things we need is a terrified, feral cat loose in the 3,000 sqft hospital. 

Another employee finally gets there with, I swear, the smallest carrier we have. She begins trying to shove this terrified cat in the carrier with the second vestibule still propped wide open. All I can do is back out of the way agap at the chaos.

I have no idea how some people tie their shoes in the morning.