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Lucy Dobree is a veterinary surgeon at Bicester Vets, Oxfordshire
About a month ago I had a reminder about the importance of resilience.
A client rung our out-of-hours line because she was concerned about her cat. The cat had been assessed 10 days earlier by my colleague who had offered further investigations, which the client had declined. She had instead opted for symptomatic treatment and agreed to attend a re-examination appointment two days later. She did not attend this appointment, but instead rang the practice at 01:00 on a Sunday morning because her cat ‘was no better’. The on-call nurse informed her of our out-of-hours charges and the client started swearing, shouting and insisting we see her cat completely free of charge because ‘you didn’t fix him before’.
I rung the client back. I tried to …
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