Edgewood Veterinary Group speak out after abuse from public

Edgewood Veterinary Group, which has services in Purleigh, Maldon, and Burnham, said its staff has been shouted at and sworn at despite doing their best.

Practice manager Gemma Higgs decided to write a post online to bring the issue to light, saying the practice will not tolerate abuse or aggression.

Edgewood Veterinary Group practice manager Gemma Higgs

She said: “We have had two incidences of clients swearing at our team in front of other clients - one of whom had just lost their pet.

“On both occasions it was due to us running late, which due to the unpredictable nature of this profession is a frequent occurrence.

“We never want to upset our clients but hope people do understand our predicament and are mindful of the types of situations we are dealing with, which put simply can be life or death.

“In additional to these quite extreme incidents, we have noticed an increase in the amount of general rudeness, intolerance and aggression on the telephone.

Edgewood Veterinary Group practice manager Gemma Higgs with a dog at the surgery

“We understand Covid has had a huge impact on us all for one reason or another, everyone is fighting a battle of some sort and times are incredibly tough, but please do not bring added stress or aggression to the lives of the people who work hard to care for your animals when they are in need.

“It is not justified, and it will not be tolerated.

“If you have a genuine complaint that has angered you please do contact me directly.

“Finally, I truly understand this message simply will not apply to the vast majority of our clients who are always an absolute joy to deal with and support us as we do them.

“It is extremely sad that I have to create a post asking people to reflect on how they are treating our team, but unfortunately it's a necessary one.”

The Government has said practices across the country can remained open during lockdown.

The Royal College of Veterinary Surgeons, alongside the British Veterinary Association has published guidance for veterinary practices on working safely as lockdown restrictions are eased.

College president Mandisa Greene said: "None of us could have predicted quite what an extraordinary and extraordinarily challenging 12 months this has been for everyone.

"On behalf of the council, I would like to thank sincerely once again all our veterinary and veterinary nursing colleagues, and all those in practice teams around the UK, for their awe-inspiring commitment, adaptability, resilience and sheer hard work in continuing to provide essential veterinary services and look after the health and welfare of the nation’s animals, in what have been the most difficult of times.”