Would be very interested to read any comments, particularly from anyone who may have been through something similar.

A breeder I know found herself in the position of having to use one of the large, independent companies who offer solely OOH veterinary care. On collecting the cat several hours later she was presented with a bill which was between two to three (closer to three in most cases) times the national average* for this OOH procedure. There were no complications during the surgery which required extra staff, medication, time, anaesthesia, etc.

The bill was paid on the spot as the company refused to hand back the cat unless the bill was paid. That much, I know should not have happened. A letter of complaint questioning the bill was sent to the company which they refuted, justifying their charges. A complaint was then made to the RCVS who rejected it on the basis that the charges were fair and reasonable.

The crux of the matter is that RCVS obviously do not adjudicate on the level of fees charged unless those fees are so excessive as to constitute serious professional misconduct. I personally would have keeled over had I been presented with such a bill but whether it did, actually, consititute professional misconduct I don't know.

* I've said "national average" using what I know I have (recently) paid for the same procedure, coincidentally for the same (OOH)day/approx time of day and the general consensus amongst every breeder that both she and I know.

I know she is now considering small claims court or Trading Standards. Her bill was frankly appalling and I'd really like to try and help her gather some info on the best way forwards... has anyone else experienced something similar?

Sorry can't help with any experience of this sort but it does seem to be all too common for OOH veterinary companies to make exhorbitant charges and refuse to return pets until fees have been paid.
I think that it is disgraceful that the RCVS back them up in these practices but I really don't know what legal recourse your friend has , unless she was told before hand that it would cost x amount and ended up costing 3 times x . Unfortunately there are no set retail prices for anything from goods to services

__________________

How we behave toward cats here below determines our status in heaven. - Robert A. Heinlein
http://www.lambchopsiamese.webs.com

A disgusting situation where we are helpless and because we need the service as an emergency we are exploited by these companys. If its the person i think it is i feel so sorry for her as she is one of the nicest people you could meet.

Firstly, I'd like the RCVS to clarify what pricing structure they regard as being so excessive it amounts to professional misconduct. Surely in making a 'judgement' of this nature they much have some benchmark to refer to.

Secondly, I'd like to know how the OOH company can justify your friend's charges if your's were considerably lower for the same procedure. This discrepancy surely is very questionable and worth pursing further. Were the RCVS made aware of this when the complaint was submitted?

I think they turned round and said they had undercharged her on some items as it was itemised short on some items but charging over 12-1400 is scandalous

what does OOH mean??

Out of Hours

I believe it stands for out of hours.

__________________

Absolutely. Sounds on a par with or exceeding that of a referral centre, as an inpatient!

It was an emergency c-section. Her bill, can't quite remember, was either £1241 or £1421. I happened to have an itemised breakdown invoice of my own for the same procedure and was, as chance would have it, remarkably similar in terms of OOH timing and how the procedure progressed; in fact my own vet spent an additional hour after surgery reviving/maintaining one of the kittens delivered. My bill was £377 inclusive of a 10% discount which I must say I think conservative and so perhaps not an entirely fair comparison. Regardless, a bill circa £1300 seems ludicrously excessive.

I believe she was told after her letter of complaint that they had actually undercharged by approx £10. When she submitted the complaint to RCVS she sent her itemised bill along with my own for comparison - which obviously didn't make a jot a difference to the RCVS ruling.

I won't mention the name of the company but one has only has Google the name and 'fee complaints' to understand she isn't the only person to have been stung and made a complaint.