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Toa Payoh
Vets Clinical Research
Making veterinary surgery alive
to a veterinary student studying in Australia
using real case studies and pictures |
A vet's dog caused a lady client to shriek
Dr
Sing Kong Yuen, BVMS (Glasgow), MRCVS
16 February, 2011 |
 toapayohvets.com
Be Kind To Pets
Veterinary Education
Project 2010-0129 |
February 15, 2011
Being the founder of Toa Payoh Vets, I do not wish the company to
create unhappy customers. A Malay couple came in with their cat to see
another vet instead of me. I asked them to wait as she was busy in the operating
room. I quickly cleared the laptop and other things of Nat on the
table in the waiting room. I put their cat's cage and cat on the table
to avoid another incident of the vet's dog sniffing the cage and
creating another unhappy customer.
I have to decide what to do with a particular Toa Payoh Vets doctor and her dog today. A good
vet is no good if he or she creates unhappy customer. It is better to
have a top team rather than a top vet if the practice is to survive
and be around in the long term. I have made no decision yet but if
there is a need, I will rather fire the top vet rather than create
unhappy customers.
The dog was confined to the receptionist area when the door of the
counter was closed. However, he again sneaked out. I noted that he was
quiet and had not barked at anybody. He was confined by a particular
Toa Payoh Vets doctor in
a crate at the back yesterday for frightening the rabbit owner by
sniffing the crate with the rabbit inside. I had to told a particular
Toa Payoh Vets doctor to
take him away from the waiting room. I had not specified banning of
this dog from the Surgery yet as I would wait to see what she would
do.
I presume that the Malay couple would prefer a cat's clinic but there
is none in Singapore. The man went outside to answer his phone call.
The lady sat at the corner of the waiting area where the table with
her cat's crate is located. The cat was brought in for a spay and the
couple had specified that they only wanted to consult a particular Toa
Payoh Vets doctor.
Suddenly the lady shrieked. I was at the waiting room instructing my
two interns what to do and teaching them some cases. I turned around
and saw the dog going under the legs of this table. He did go under
the table earlier when there was no people. But as a particular Toa
Payoh Vets doctor opened
the door to go to the back of the surgery, he followed her but now he
had come out when Michelle opened the door to get to the waiting area.
He must have decided to go under the table.
A few seconds more and he would have contacted the Malay lady and in
her religion, this was not acceptable. As the dog wanted to bite
Michelle the intern yesterday, I did not want to be heroic. I called
a particular Toa Payoh Vets doctor to come out of the operating room and get the dog in. She
would have heard the shrieks too.
Now, I need to decide what to do as I don't want to create unhappy
customers who will go to the competitors. I will wait and see. I can
see the humour of the situation but it will not be humourous to owners
who are worried about their pets being "attacked" by the
vet's dog
medium-sized dogs. Customers are what make a practice and if the
founder cannot get his priority right, he deserves to lose his shirt
and go bankrupt. It is not a guarantee that a veterinary surgery will
be successful and be in existence if it is poorly managed and creating
unhappy customers is no joke. |
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 BE KIND TO OLDER DOGS & CATS --- GET TUMOURS
REMOVED EARLY --- WHEN THEY ARE SMALLER.
More case studies, goto:
Cats or
Dogs |
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To
make an appointment: e-mail
judy@toapayohvets.com
tel: +65 9668-6469, 6254-3326 |
toapayohvets.com
Be Kind To Pets
Veterinary Education
Project 2010-0129 |
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 Toa
Payoh Vets
Clinical Research
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All rights reserved. Revised: February 16, 2011
Toa Payoh Vets |
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