Veterinarians and veterinary clinic staff have difficult jobs which can include meeting and interacting with families in times of crisis for their pets. There can be challenges and misunderstandings due to various reasons, including clinics being short-staffed, the sometimes high-stress nature of the profession and the strong emotional bond we all have with our companion animal family members.
If you have a concern about a veterinarian, a veterinary staff member or a practice, here are some tips for effectively expressing that concern:
Clarify your concerns
If you witnessed a problem first-hand, whether that is administrative or related to the care of your pet, write down the time, date and details. Use objective language and avoid finger-pointing.
If you disagree with an administrative policy, take the time to learn about the reason behind the policy and list the reasons you believe the policy should change.
If your concern is about overall conditions or medical treatment of your pet, document the conditions that concern you, being as specific and objective as possible. You can request copies of the medical records for your pet as well.
Discuss your concerns with the veterinary staff
If possible, seek to resolve the issue or concern directly with the veterinarian or veterinary staff member. This can often be the best and most efficient way forward. Addressing a concern about a visit, a practice or a staff member directly with the party involved often leads to greater understanding and clarification and can prevent unnecessary escalation. Keep in mind that many issues arise from miscommunication and this can be remedied through discussing your clarified concerns.
Contact your state veterinary medical association or veterinary medical board
A veterinary peer review board is a panel of licensed veterinarians who review complaints, treatment plans or other aspects of veterinary practice to ensure professional standards are met and to resolve disputes. These boards operate under the auspices of state veterinary medical associations or state veterinary licensing boards.
If directly discussing your concerns with the veterinary staff does not resolve them, a peer review board may be able to help. Visit your state veterinary medical association’s website to see if your state has a peer review board and learn their function, as it varies state to state.
If you suspect misconduct in the practice of veterinary medicine, you may file a complaint with your state’s veterinary licensing board. Each state has a veterinary board which enforces state license laws applicable to veterinarians.
What NOT to do
Do not make blanket criticisms (“this hospital is awful”), target individual staff or make verbal, physical, or social media threats. None of these actions help to resolve the issue or make things better for animals, and some—such as making threats—may be illegal.
In many cases, situations can be resolved with improved communication and a discussion about the best outcome for the care of your pet.
Meredith Lee/Humane World for Animals
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