Vet Follow-Up Call Question

[Guest DeniseL]

I took Thyme to a neurologist for seizures a few weeks back.

 

I was instructed to get blood taken a week later and I did that with our primary.

 

I called the neurologist to follow up like he asked me to. He said he wanted to keep tabs on her progress and I had not spoken to him at all since our appointment a week and a half earlier.

 

Well, he had his nurse call me back!

 

She said the blood work was good and asked how was Thyme doing? She is doing excellent, so I really didn't have too many questions, but, I would have really appreciated the Dr. calling me! I have always received calls from Drs directly. Thyme's orthopedic specialist, Miami's behaviorists, all the vets we have seen at Penn over the years. It makes me feel like they really care and are invested. Dr. Ben Amotz called me after almost every splint change with Thyme when her hock was broken....

 

It just rubbed me the wrong way. I'm thinking when I have to take her back in 6 months, I might go somewhere else.

 

Am I overreacting? It's been bugging me for a couple of weeks...

[Acadianarose]

It's rare that the vet has called us themselves. I guess since everything was ok, he had the nurse call. If something was wrong and the nurse called, I would have serious issues. I guess it is just like the people doctor.

[Guest DeniseL]

It's rare that the vet has called us themselves. I guess since everything was ok, he had the nurse call. If something was wrong and the nurse called, I would have serious issues. I guess it is just like the people doctor.

 

I get that. But...he didn't know that there was nothing wrong. Sue, the blood work was ok, but I could have very well been calling to ay she had more seizures...I guess because he asked me to call him and follow up about how she was doing, I assumed he would call to discuss...maybe I am overreacting lol

[Hubcitypam]

Usually the tech (or receptionist) calls for a check on a routine follow up and if there is a problem then the vet promptly calls back. I'd have just have the tech ask the vet to call me back. I agree it's the same with people doctors in my experience. A private practice specialist might be less likely to call than one at a teaching hospital.

Edited December 7, 2013 by Hubcitypam

[dmswartzfager]

At our hospital, nurses handle most of the callbacks, unless the vet knows it's going to be an involved conversation, like quality of life, severe behavioral issues, or therapeutic recommendations for a serious illness such as cancer. I would assume in your initial call, you didn't mention ongoing seizures or anything that would indicate anything other than a routine follow-up?

Edited December 7, 2013 by dmswartzfager

[MaryJane]

Lucy's neurologist always emails me back her lab results. I also send him an email if Lucy has a seizure and he gets back to me within a few hours .... even if it a Saturday to talk about whether she needs a medicine adjustment or a new one added. I sent him an email once and I didn't know he was on vacation, he still emailed me back. The only time his vet tech gets involved is to set up tests.

 

I had a choice of a few good neurologists since I am in the Boston area and I took the neurologist associated with the closest ER just in case we ever end up in the ER with her seizures. I can only say that I am very thankful that I took this neurologist for Lucy.

[Guest DeniseL]

Lucy's neurologist always emails me back her lab results. I also send him an email if Lucy has a seizure and he gets back to me within a few hours .... even if it a Saturday to talk about whether she needs a medicine adjustment or a new one added. I sent him an email once and I didn't know he was on vacation, he still emailed me back. The only time his vet tech gets involved is to set up tests.

 

I had a choice of a few good neurologists since I am in the Boston area and I took the neurologist associated with the closest ER just in case we ever end up in the ER with her seizures. I can only say that I am very thankful that I took this neurologist for Lucy.

 

This sounds more like the communication that I am used to. Personal phone call follow up by vets, and also email communication. I understand that vet techs do a lot of follow-up and routine calls, but in this case, it just didn't seem appropriate. This is the first time I called to discuss the blood work following a new medication, that could have had other side effects not seen in blood work results, and about a dog that was averaging a seizure every two weeks. He specifically wanted me to call and discuss how she was doing. Yes, the call could have been handled by a tech, but I would want the vet t have more interest in how she was doing...maybe I just have higher expectations, or maybe I just got lucky in the past...

and we were considering getting a MRI and spinal tap depending on the results of the blood work and how she responded to medication. That is not a conversation I wanted to have with a vet tech.

[Walliered]

My vet always call me back herself. With all three of mine having major problems her calls must range in the 100's.

[vjgrey]

The office staff does the routine next-day checkups for our regular vet. However, there is a specialist center nearby that I'll never use again, for a similar reason. After our first (emergency - and extremely expensive) visit with their neurologist, I didn't get to speak to him again through about two and a half months of treatment. I'd call asking specifically to speak to the neurologist. They'd say they would pass along the message, and then a neuro nurse would call me back. I asked to schedule a follow-up appointment with him to discuss my questions and concerns, but they said that wasn't necessary. So it's not necessary for me to give them any more of my money.

 

So, no, totally not overreacting.

Edited December 8, 2013 by vjgrey

[JJNg]

Whether I do callbacks myself or ask my staff to do it depends on the severity or complexity of the case (similar to what Deanna described), as well as my workload and how busy I am. I imagine a specialist at a busy practice may have less time to do their own callbacks. If my staff does the callback, and there are any concerns or questions, or if the owner just prefers to talk to me and expresses it to my staff, I call them back myself, or get on the phone right then if I'm available.

 

Did you let the nurse know that you'd like to talk to the neurologist directly? IMO, whether you decide to switch to another clinic depends on how they respond when you express to them your concerns and wishes. You need to be comfortable with their policies and protocols, but I also feel that you should give them a fair chance before going elsewhere.

[greysmom]

It probably depends on what type of practice it is, too. At our regular vet (a busy 6 doctor private clinic), it depends on what they're calling for. A regular follow up to say routine lab work was normal? Vet tech. A call following minor surgery just to check in? Vet tech. A call to discuss follow up care for more involved surgery? Vet. A call to discuss serious lab work results? Vet. Though if I *need* to talk to the doctor, she will usually either get on the phone right then or call by the end of the day.

 

BUT - At the hospital where all our specialists are, I very seldom get to talk to a vet on the phone. This is a large e-vet/specialty hospital with probably 20 vets covering everything from opthamology to oncology to ortho surgery. There are probably 50 techs who rotate through the hospital and working with the doctors, and they are the ones who do most of the "customer service" portions of treatment. Sometimes, they will be able to have the doctor schedule a time to talk with me, but it's really just as easy to schedule an appointment. I also try and have all my questions lined up - either written down, or I'll email them ahead of time. It's a pain if you have an urgent question, but these are some of the best specialists in the city, so I guess it's a trade off.

[BatterseaBrindl]

For serious matters, such as unusual lab results or discussing further treatment options... yes...the vet needs to chat with you.

But for 'good' blood results ... No.

 

If the Vet called every patient back with 'normal' test results he'd be spending the day on the phone instead of treating patients.

The techs are trained ...and are perfectly capable ... of giving good lab results to owners.

 

Vet clinics can get pretty busy with sudden emergencies....perhaps your Vet was busy with something more urgent than your labs.

 

I did not expect the Vet to personally call me after Ruby's 3-hour dental if everything was normal. The tech called and gave me all the details and answered all my questions.

The vet had moved into another surgery on another patient....That's her job!!!

She was there and went over everything when I picked up Ruby, but if she had been busy I would have been ok with that to.

I don't expect them to leave another patient to talk about 'normal'.

[GeorgeofNE]

_{Yes, you're over reacting. But you're the consumer, and if you don't like it, you're free to go elsewhere.}

 

_{The doctor's skill is more important to me than his "bedside manner." It's not like you were ignored. He was busy and had his trusted assistant contact you. That's not a problem to me.}

[PatricksMom]

Can you take her to Penn for neuro next time? While the medical outcome wasn't positive (not their fault), the treatment we received from the neuro folks there was fantastic, and I had great phone and email communication from the vets themselves.

 

Eta: Maybe we were spoiled, but with my regular vet she always called us with results herself, to let us know Patrick was out of surgery, etc.

Edited December 9, 2013 by PatricksMom

[Guest DeniseL]

_{The doctor's skill is more important to me than his "bedside manner." It's not like you were ignored. He was busy and had his trusted assistant contact you. That's not a problem to me.}

 

A doctor's skill level is very important to me, but....so is the bedside manner. It's very important to me. As is follow up. I think because I am very sensitive and emotional. Not in a crazy, out of control way, but in a "I want to connect and build a relationship so I can trust you and your medical decisions" kinda way.

 

You are completely right, I was not ignored. In fact he is a great doctor. I guess it is just about what I need in a relationship ....

[Guest budsmom]

The more stuff I read here, the more I love and appreciate my vet. The tech or office staff call back the day after procedures, but the vet always calls me with results, unless I call them first (I'm an anxious pet parent)! When I call and ask to talk to the vet, I either get them or leave a message and the vet calls me back. The vets even call me themselves when I just call in with one of my many crazy questions. I have even called my vet at home when he wasn't the one on call! I have been a client at this clinic for over 25 years, almost all the staff recognize my voice on the phone. It would be harder for me to change vets than to change my own doctor.