A Controlled Substance For A Controlling Patient

, , , | Healthy | September 1, 2018

Me: “Thank you for calling [Animal Hospital]. This is [My Name]. How can I help you?”

Client: “Hi, I just moved from [State] and need a refill of phenobarbital for my dog.”

(Phenobarbital is used as a seizure medication in dogs, and it is a controlled substance because of its potential for abuse.)

Me: “Okay, we actually can’t get you any medication without examining your dog, but I would be happy to set up an appointment for you. Then we can certainly get your dog some medication. We have a few appointments left today, or we could set something up at a more convenient time.”

Client: “I don’t want an exam; he just needs more of his seizure medication.”

Me: “Ma’am, we can’t prescribe him anything without an exam first.”

Client: “But he’s been on it for years; you can ask my old vet.”

Me: “Unfortunately, one veterinary clinic is not able to act as a pharmacy for a different veterinarian. We cannot give you any medication without examining your dog.”

(At this point my coworkers are starting to listen to my end of the phone call, amused as I repeat myself.)

Client: “But he just needs his medication.”

Me: “I’m sorry, ma’am, but a vet must have a relationship with a patient in order to prescribe any medication. It’s not just a clinic policy; if one of our doctors prescribed you medication without examining your dog she could lose her license.”

Client: “Ugh, how much would an exam cost?”

Me: “$46.”

Client: “I think I’ll call some other places first.”

Me: “Have a great day. Give us a call if you decide to come in for an exam.”

(I hang up the phone.)

Me: *to my watching coworkers* “She can call around all she wants, but she’s not going to find a vet who will prescribe a controlled substance to a dog he’s never examined.”

Not Being Sedate About It

, , | Healthy | August 10, 2018

(I’m a vet in a country town in Australia. Here, certain prescription drugs for farm animals can be dispensed for use without us seeing the animals, as long as a vet has been onto the property in the previous 12 months. This is rarely an issue, as we go to most farms on a regular basis to do routine work; however, I have trained the receptionists to check a client’s file every time they order drugs, just to confirm when we were last out there. For some background info, a common practice for shearing sheep is to sedate full grown rams, just enough to make them a bit easier to handle, as rams can often weigh as much or more than your average shearer, and can hurt you if they decide to put up a fight. These days, almost all shearers refuse to shear rams without sedation. The sedative used is, of course, a prescription drug, although to my knowledge it is no longer used in people. I haven’t been at this practice very long, so I don’t really know anyone. My boss, on the other hand, has been a vet for a while and knows just about everyone in the community. I’m sure you can see where this is going:)

Receptionist: “[Client] is out the front, wanting [Sedative] for 60 rams. The shearers are coming today, but we haven’t been to the property in over four years. He won’t listen to me at all. Can you please talk to him?”

Me: *heading out to front desk* “Hello, [Client], I believe you’re wanting [Sedative]? [Receptionist] has already told you we can’t give it to you. We haven’t been to your farm for a while now.”

Client: “That’s bulls***. [Boss] gives it to me all the time!”

Me: “Well, I’m not [Boss], so I’m not giving it to you without a farm visit.”

Client: “Come on. Everyone knows I’ve got sheep. What the h*** else would I use [Sedative] for?”

Me: “I don’t know, but people get creative. I don’t know who you are, and I’ve never been to your farm, so I have no idea if you actually have sheep or not.”

Client: “So, you’re going to charge me to come out to my property so that you can see I’m not lying to you. That’s bulls***.”

Me: “That’s exactly right, [Client]. It’s the law. If I get caught dispensing drugs inappropriately, I can get into serious trouble and possibly lose my licence, permanently. I am not prepared to risk years of hard work and a job I love just so you can save $150. Just because [Boss] does it, that does not mean I have to do it. So, either I come out to your farm, or you wait until [Boss] is back in the clinic, and you can take it up with him.”

Client: “Oh…” *suddenly goes very quiet* “I didn’t know you guys could get in trouble.”

Me: “That’s okay. I suspect [Boss] doesn’t, either, which is probably why he just gives it out. Now, I can be at your farm in about an hour; will that be okay?”

Client: “Yes, thank you.”

(Everything went smoothly after that, and [Client] even gave me a box of chocolates to apologise for being difficult. My boss very quickly changed how he worked once I showed him the legislation, and backed me up if other clients ever came in to argue. The original client was also good enough to spread the word around town, and within six months we stopped having issues.)

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Suffering Bad Pet Owners

, , , , , | Healthy | July 30, 2018

(I work the front desk in a highly recommended vet hospital that has both appointments with doctors and a walk-in emergency service. Emergency visits are always a trip. A young man walks in, carrying his dachshund mix. He tells me that his dog is having respiratory distress, so I take her back to see the doctor first before getting his information. It turns out that the dog has been having breathing troubles for two days. The doctor is not impressed with that info and, with client approval, takes some x-rays to see what might be going on internally. It’s cancer, a lot of cancer in all of the places. The dog is not comfortable outside of oxygen, so the vet goes to talk to the owner to explain that euthanasia is the only humane option. By this point, the owner’s father has come to join him and has brought his own dog. He is handling the dog very roughly and occasionally whacks the dog lightly with the end of the leash when he thinks the dog is misbehaving.)

Father: “Vets just want to take your money! Don’t worry, [Dog], they’re not going to see you. This is where dogs come to die.”

(He is making other clients uncomfortable, so I warn the ER doctor as she goes in to speak with them. The client is understandably shocked and upset, but the father is whole other matter.)

Father: “We’re not ready to put her down yet. Can you give us meds to keep her comfortable for another week?”

Vet: “Sir, she isn’t comfortable at all outside of oxygen. It would be against medical advice to take her out of oxygen and take her home.”

Father: “I’ll take her out of oxygen if I want to! It’s not like she’s suffering!”

(The vet was literally so angry she had to leave the room because yes, this dog was suffering! The father continued to be resistant, but the client agreed that it was in her best interest to euthanize her immediately, and handled the rest of the visit like a rational adult.)


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Angelica Was No Angel

, , , , , | Right | July 25, 2018

(One of our new hires is trying to explain to a client that we can’t give a refund on medication he has taken home, used some of, and decided he didn’t need. I come up to help her out.)

Me: “What seems to be the problem?”

Client: “Like I was telling the new girl here, when I got the medication the girl told me I could bring it back if I didn’t like it, even if I just had one pill left.”

Me: “Unfortunately, that is incorrect; do you remember who it was so I can make sure they are retrained?”

Client: “No, I don’t remember who it was, and I don’t care. I want my money back; she said I could, so I should get it back. Make her give me my money back.”

Me: “Was her name Angelica, by any chance?”

Client: “Yes, that was it.”

Me: “I’m very sorry, sir. Angelica no longer works here; she had a history of giving people false information about our policies. We cannot honor anything Angelica told you.”

(The client is not happy but leaves without a refund.)

New Hire: “So, when did Angelica get fired?”

Me: “That’s a good question. I guess, technically, never. We have never had an Angelica work here, ever.”

New Hire: “But you said—”

Me: “I know. See, whenever a client is trying to pull something over on us, they always claim to have ‘spoken to someone,’ and they can never remember who it was. We could call them a liar and have them get mad at us; instead, we supply a name, they agree, and we tell them that Angelica was a liar. They think that we believe their lie and, while they aren’t happy, they don’t get to scream, ‘Are you calling me a liar?’ So, whenever any of us says that a client spoke to Angelica, that means we know they are making it up but don’t want to say so to their face.”

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Dissuaded With Surgical Precision

, , , , | Working | July 5, 2018

(I work in the office of a veterinary hospital. We get a lot of spam calls of random people trying to sell us stuff. Also, because we’re a vet clinic, I’m in the habit of letting them know the owner/vet has no time to talk to these spam calls because she is with clients or in surgery; sometimes I say this even if she isn’t. Usually, they at least understand this, because we’re a business and it’s what we do. One day I get a caller who apparently doesn’t catch what type of business we are.)

Me: *answering phone* “[My Name], vet hospital. How can I help you?”

Caller: “I need to speak to the owner, please.”

Me: “She’s in surgery right now; can I take a message?”

Caller: *pauses* “Oh! Oh, dear. Oh, my gosh. I’m so sorry. I’ll call back another time; I hope she’s okay!” *hangs up*

(Best way to get rid of a spammer!)

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