Risks associated with clients seeing multiple veterinarians

Guild Insurance regularly undertakes reviews of veterinary claims. It has been found that there is a significant trend in claims involving treatment being provided by at least two (2) veterinarians. This finding led Guild to explore why a client seeing more than one veterinarian may lead to a claim arising and what can be done to prevent this from occurring.

Reasons for seeing a second veterinarian

There are a few reasons why a client may choose to see a second veterinarian. Sometimes it isn’t entirely by choice, such as if their regular veterinarian has referred them to a specialist. It may also be a necessity if they require emergency after-hours treatment and go to an emergency centre.

There will be occasions when a client requires a follow-up appointment and isn’t able to make an appointment to see their usual veterinarian at a convenient time. Rather than waiting, they choose to go elsewhere. The situations which are most concerning in terms of possible claims are when a client is unhappy with the treatment their animal has received and chooses to go elsewhere for a second opinion or follow-up treatment.

Case examples

Not all cases where more than one veterinarian is involved in the treatment of an animal will lead to issues or claims. However, it’s important veterinarians understand that on occasions the involvement of other veterinarians can lead to issues.

The following cases highlight the types of claims which can occur following the involvement of a second veterinarian:

  1. An owner took her dog to her regular veterinarian due to weakness and abnormal walking. After little improvement following arthritis treatment, she sought a second opinion and the dog was diagnosed with a tumour. The owner requested a refund of all fees paid to the first veterinarian.

  2. Surgery on a dog resulted in a large wound. The owner, unhappy with the outcome, saw a second veterinarian who criticised the first. The owner requested a partial refund of the original fees.

  3. Surgery on a dog’s broken leg led to complications. A specialist was then consulted. The owner claimed the first vet should have referred to the specialist initially and requested a refund of fees.

  4. Surgery to remove a lump didn’t heal correctly. After consulting a specialist who suggested alternative treatment, the owner claimed this should have been offered initially and sought compensation for treatment, medication, and a dog trainer.

Ethical considerations

Some veterinarians believe there’s a growing trend of professionals criticising others. Guild’s claims suggest this behaviour can trigger complaints or claims. It’s unprofessional and reflects poorly on the profession.

The second veterinarian may not have all the facts. Clients often unintentionally provide incorrect or incomplete information. They may also be emotional or forgetful, affecting their objectivity. Additionally, the symptoms may have changed between visits, meaning both vets aren’t seeing the same case.

Even small comments about previous treatment can encourage complaints or compensation demands. Such comments should always be avoided.

Behaving professionally

Managing client expectations from the outset is vital. Clients should understand what to expect to avoid surprises and dissatisfaction.

Build relationships with clients and their animals. Give them reasons to trust and return to you.

Provide written information to help clients understand procedures, recovery, risks, and emergency contact steps. They may not remember everything said during an appointment.

Book follow-up appointments before the client leaves and provide an appointment card to avoid missed visits.

Have nursing staff call clients after surgery or for uncertain cases to check recovery and medication understanding.

To reduce frustration over ongoing costs, bundle fees for related treatments or follow-ups where possible. If the follow-up is prepaid, clients are more likely to attend.

Avoid offering refunds or free treatments after poor outcomes. This can be seen as admitting fault and may lead to ongoing demands. Always consult Guild Insurance before offering compensation.

Document everything. Detailed clinical records are key to defending against claims. They should include all communications with clients, staff, and other vets, especially telephone conversations.

Download PDF

Similar Articles