CALLS have been made for animal owners to be patient and aware after anti-social behaviour at veterinary practices.

East Cornwall vet Lie Hoare-Van Riet said receptionists at her practice have ‘gone home in tears’ after abusive phone calls from clients. And the Cornwall Veterinary Association (CVA) says that this picture has been repeated across the county.

The CVA asks that everyone assists vets to do their job in what are difficult times for all concerned.

‘Sadly we are hearing an increasing number of situations of aggression and anger aimed at some of the veterinary teams,’ said a CVA spokesperson.

‘All veterinary practices are working hard during the COVID crisis to provide essential care to pets, horses and livestock. This means keeping clients and all the vet staff safe whilst undertaking urgent veterinary care.’

Changes to ways of working have been inevitable, including some diagnoses being made by video call, and vets then prescribing treatment where they can.

‘This takes time and co-operation from clients and patients alike,’ the spokesperson continued.

Lie Hoare-Van Riet added: ‘Lots of practices have had to make the decision to not allow collection of flea and worm products as this would not allow for safe practice and social distancing.

‘We’ve had daily complaints about this, clients being unreasonable and abusive and aggressive on the phone. We’ve had receptionists in tears again and again, and days where everyone went home stressed, shocked at some of our clients’ behaviour and absolutely drained trying to do our best.’

The pressure of the situation has led to staff suffering from sleep deprivation, says Lie, who explained the approach to treating animals which has been developed to keep people safe during the pandemic: ‘We are now offering, as exceptionally allowed since the lockdown by the RCVS, remote prescribing,’ she said.

Understanding

‘We employ vets to triage appointments, and where appropriate, a telephone consultation has been offered. Most of the clients have realised that our expertise and knowledge puts us in a position where this is good value for money and has been proved to be a good alternative to a ‘hands on’ consultation.

‘Most clients have been very understanding and patient, for which we are very grateful,’ she continued, ‘and we very much appreciate the positive feedback we have received.

‘But some have been very unaccepting, refusing to pay, refusing to take advice over the phone and have then continued to send letters of complaint – all financially driven – leading to more stress every day.’

Where vets feel that an animal needs to be seen ‘face to face’ for care or further examination, practices have established methods for maintaining social distancing, said the CVA.

Association president and vet Colin Whiting says that the veterinary profession in Cornwall ‘has adapted incredibly rapidly, and with terrific determination to continue providing care’.

‘To keep all the practices in Cornwall open, we are having to think about how we can limit contact sensibly between our staff and clients,’ he said.

‘We absolutely need all our animal owners to stay on board with this message, follow instructions from practice staff, and appreciate that whilst things may take a little longer, vets and nurses are determined that all animals will get the care they need.

‘The message from all the vet practices in Cornwall is: work with us as we take care of your pet. Even if it may take a little longer or seem a little different, we are determined to do everything we can for animals whilst keeping clients and colleagues safe too.’