freebird
Drama Llama
'cause I'm free as a bird now
Posts: 6,927 
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Post by freebird on May 23, 2016 17:46:26 GMT
The former desk person at my vet's office was great, very caring and knowledgeable. I think she must have retired now and they have another woman there.
She is very abrupt and tells you what the vet will say (although he has contradicted her "diagnosis"). Instead of saying "I don't have anything available the rest of the day" she'll say "well, he can't get you in today at all, he's TOO BUSY" (in a way that makes it sound like you're a burden).
Today I took my dog in for a couple procedures and I'm standing at the desk for 10 min while she takes call after call instead of waiting on ME, the person that got there first and is waiting. Why can't the ppl on the phone go on hold? It's not like I didn't take time to come into the gd building.
The other day I took my dog in for a check up (she's new to us) and talked to the vet about the screwed up docked tail she had. The ppl we bought her from did it themselves and it wasn't right and looked weird. He agreed and said it could be fixed if we chose to do so. So when called to make her appointment for the spaying and fixing the dew claw that was also screwed up, I said I needed to schedule her tail at the same time (what the dr recommended) and she said "well, I'll tell him to look at it." I told her "I already talked to him about it."
Today when I went in, she said "So she's here to get spayed and a dew claw and the dr to check her tail?"
me: "no, I already had him look at it. I just want to make sure it gets done."
It's like SHE has to decide what work is getting done. I'm sure she's probably a vet tech also and a capable person for the basics, but I didn't ask for her advice. I just ask that she make my appointments and I'll have the DOCTOR take care of my concerns. If she wants to be a vet, she can put in a couple more years and be one.
It's so frustrating that I'm thinking about changing vets again. I already tried once but I didn't like that vets office very well either. I *love* the vets. I've been taking my animals there for almost 30 years but she's making me not want to go there anymore. Not sure if I should have a discussion with the vet or how that would even go over.
Would you leave?
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Post by Scrapper100 on May 23, 2016 17:51:49 GMT
I don't know what I would do but seriously if she is taking call after call and not putting them on hold I think I would have been tempted to call them on my cell phone. She would annoy the heck out of me and I think the docs have a right to know but she may be related to someone or a friend if she is that bad. If if was my business I would want to know before a mass exiting occurred - just hope she isn't going to be the vet to replace them someday since you said you have been going there for 30 years.
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freebird
Drama Llama
'cause I'm free as a bird now
Posts: 6,927
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Post by freebird on May 23, 2016 17:56:35 GMT
I don't know what I would do but seriously if she is taking call after call and not putting them on hold I think I would have been tempted to call them on my cell phone. She would annoy the heck out of me and I think the docs have a right to know but she may be related to someone or a friend if she is that bad. If if was my business I would want to know before a mass exiting occurred - just hope she isn't going to be the vet to replace them someday since you said you have been going there for 30 years. That's what my husband said to do. We were standing right in front of her as he said it too. He was getting frustrated about the fact that I forgot the leash (I accidentally put it in the trunk. oops) and said "Can someone get a leash?" and I said "If I ever get a chance to ask a question I will." I know she heard that part. |
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Post by scrapperal on May 23, 2016 17:59:30 GMT
What a bummer! I don't think doctors realize how much their front office staff can make or break them, especially if they present one side to the doctor and another to the public (not saying that is happening here, but it could be). If you like the vets, then I would let them know your concerns about the front desk. In the examples you gave, here are my 2 cents (or maybe it is just worth a penny, lol):
Phone vs. person waiting: In some offices, phone calls take priority over the person in front of them so maybe she was "trained" that way. Let the vet know it wasn't that way before and you don't appreciate waiting.
About the tail: Maybe "I already talked to him about it" is too "vague" for her and you needed to actually say, "I already talked to him about it and he said to schedule it at the same time." That way, she can't give her diagnosis without contradicting the doctor.
No, you shouldn't have to change your actions, but if it makes it easier to get what you need...
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Post by papersilly on May 23, 2016 18:01:41 GMT
the vets at our clinic are all very nice but the front desk is kind of abrupt too. our last visit was kind of annoying when dealing with them but at least our doggies were well attended to.
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Post by BeckyTech on May 23, 2016 18:21:08 GMT
My $.02 would be to talk to the vet. Tell him that she is making these decisions on her own and give the examples you provided here.
A few years ago I was going to a vet who had a very rude front desk person. One day I was a walk-in and she was rude and made darned sure she treated us like the terrible people we were for not making an appointment in advance. It was the final straw, she had always been rude. I did talk with the vet the next time we were in (hesitantly and politely, but letting him know it was just over the top rudeness) and he thanked us up and down for telling him and told us he would make sure it was corrected. It was corrected and the problem was solved.
Like any business, they can't correct a problem unless they know about it. If you like the vet, talk and give him a chance to handle it. |
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Post by littlemama on May 23, 2016 18:23:33 GMT
I would talk to the vet, since you like the practice.
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Post by papercrafteradvocate on May 23, 2016 18:25:33 GMT
I agree with the entire post of beckytech. Do what she said!! Sounds like she is doing what the animals often do--establish their dominance!!! Tell her to go pee on a tree and get over herself!!  |
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Post by mirabelleswalker on May 23, 2016 18:26:08 GMT
Complain to the vet! The practice is at risk of losing business because of an employee. I'd give them a chance to fix that before leaving a practice I'd trusted for so many years. It's hard to find a good vet.
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pudgygroundhog
Pearl Clutcher
Posts: 4,644
Location: The Grand Canyon
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Post by pudgygroundhog on May 23, 2016 18:29:05 GMT
If you like the vet (which is the most important thing) and are considering leaving, I would tell the vet nicely why. The vet interacts with the office staff in a different way than the customers do and might not be aware of any problems or how they affect his business. If he is going to lose business, let him know so he has the chance to remedy the situation.
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IAmUnoriginal
Pearl Clutcher
Posts: 2,894
Jun 25, 2014 23:27:45 GMT
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Post by IAmUnoriginal on May 23, 2016 19:03:28 GMT
Good vets are hard to find. If you're happy with the vet, I'd talk to him directly. Give him the examples you did here. If he's as busy as she makes him out to be, he may never hear how she interacts with the clients. He may not know what's going on. He may be much less busy soon, if others feel the way you do.
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Post by KikiPea on May 23, 2016 19:29:08 GMT
No, I wouldn't leave. We value our vet so much, we take our dogs 45 min away. I would talk to the vet and let them know your concerns.
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Deleted
Posts: 0
Jun 21, 2024 20:34:50 GMT
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Post by Deleted on May 23, 2016 19:42:55 GMT
I agree with the other posters...talk to the vet...
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Post by vjlau on May 23, 2016 20:02:05 GMT
That's hard! I wouldn't leave either.
I'd probably broach it with the vet by starting with "I really miss your old front desk staff...they were so nice...", and see where that leads.
On the flip side, I think people who work those positions whether at the doctors office, vet, or some other similar positions have it rough. While you might be easy going, a lot of people aren't. They have to deal with cranky people, know it alls, answer crazy questions, and deal with a lot of crap. Not saying that they should take that back out on everyone else, but I can see why they might have a rough day.
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Post by anniefb on May 23, 2016 20:10:18 GMT
Yep, talk to the vet.
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Post by Basket1lady on May 23, 2016 20:12:50 GMT
One of my best friends is a vet. Talk to your vet, either in person or over the phone.
Your vet most likely owns the business. For whatever reason, the front desk person is difficult to hire in her clinic. A tech will want to work as a tech for tech pay, not receptionist pay, and most people who want front desk work don't think to apply to a veterinarian's office. If she loses her front desk person, my friend goes through a lot of trial employees before she finds another good one.
She has also been known to send me in to check out a new hire. I got a new hire (as a vet) fired that way. She hurt my severely arthritic dog's tail taking her temp and then blithely told me it was ok, they can just cut it off. NO! I immediately called my friend (the vet and owner) on her cell and told her what was going on. That new hire didn't even finish out the day. Sandy was a frequent flyer at the clinic and the staff all knew and loved her. She was the practice dog when a new tech needed practice to draw blood and was a gentle giant. I think they tattled on that new vet hire, just like I did.
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RedSquirrelUK
Drama Llama
Posts: 6,776
Location: The UK's beautiful West Country
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Post by RedSquirrelUK on May 23, 2016 20:16:59 GMT
Your vets, with whom you are very happy, have been there far longer than the receptionist has. You like the vets, but not her. If you don't like how she's treating you, then there is every chance that their other customers feel the same way. Absolutely talk to the vet with your concerns - she's potentially losing them business. Without your feedback, they can't know how she is affecting their business.
Good luck!
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Post by Patter on May 23, 2016 21:19:32 GMT
I would talk to the vet, since you like the practice. Yes and especially since you have been there for so long. |
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Post by originalvanillabean on May 23, 2016 22:47:41 GMT
What a bummer! I don't think doctors realize how much their front office staff can make or break them, especially if they present one side to the doctor and another to the public (not saying that is happening here, but it could be). If you like the vets, then I would let them know your concerns about the front desk.  |
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Post by gailoh on May 23, 2016 22:53:04 GMT
Another for talking to the vet...
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Post by justkat on May 23, 2016 22:55:00 GMT
I don't know about a vet's office but in regards to the phones....I have a friend that works in a retail office. She's been told to always answer the phone no matter how many people are in the office. When she questioned this she was told "if they're in the office we already have their business, answer the phone as each missed call is a potential missed customer".
I disagree. I'd answer long enough to place them on hold. Anyway she may have been told something similar regarding the phone calls.
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Doxiemom
Junior Member
Posts: 76
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Post by Doxiemom on May 24, 2016 1:41:54 GMT
I would talk to the vet too. He needs to know and won't unless people tell him.
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Post by JustKim on May 24, 2016 2:46:18 GMT
I agree with talking to the vet. This is the vets practice and I think if they knew a long time customer would stop coming to them because of the way the office staff was they would make changes quick. I had a talk with my doctors office once because of the way the front office staff was. It was different the next time I went. I had a dentist who was horrible and jumped on me in front of other people in the waiting room when they were running late and I wanted to make a different appoint time and come back when they weren't so busy. I got paperwork from another dentist the next day and left his practice. He called me and wanted to know why I was transferring and I said I was not going to be treated like that!
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Post by breakfastattiffanys on May 24, 2016 2:53:36 GMT
I think it's worth your time to mention it to the vet, especially if you're considering a move elsewhere. Right now it's routine checkup stuff, but do you want to deal with her during a crisis situation? I hope it never happens for you, but I'm very glad to have found a great fit in our vet. And his receptionist has talked me off the ledge before! Lol
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Post by vspindler on May 24, 2016 14:18:45 GMT
Another vote for talking to the vet.
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Peamac
Pearl Clutcher
Refupea # 418
Posts: 4,220
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Post by Peamac on May 24, 2016 14:45:39 GMT
I would tell the vet about his office help. He needs to know what she's doing to his clients.
I made some phone calls a while back for a chiropractor- he wanted me to call 10-12 patients that had stopped coming to him and (among other questions) ask if there was anything about his care or the office staff that they could improve on. Half the people I spoke with mentioned that the new office manager was unprofessional, abrupt, etc and he was one reason they stopped going to the dr. They all loved the dr and his care, but the office guy was a big factor in their change of doctors.
The vet can't fix a problem he doesn't know about, and you like the vet- tell him what you've told us here, since you're probably not the only client that feels the same way.
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Deleted
Posts: 0
Jun 21, 2024 20:34:51 GMT
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Post by Deleted on May 24, 2016 18:21:14 GMT
First thing to do is make an appointment to meet 1-on-1 with your vet. No animals, just you and the doctor. Let him know your past few experiences with this new front desk person and give him the chance to fix it.
If the woman is young she probably needs some professional coaching to improve her office demeanor and just doesn't know how customers are perceiving her lack of personal skills.
Don't worry. When you make the appointment the girl will know something's up when you don't bring your animals with you or you state "I need a 1-on-1 with the doctor".
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