Newsletter. Summer 2013. Members Only. The Veterinary Defence Society Ltd.
Mrs Pargetter wept as she faced the inevitable and finally agreed to have her 18 year old Miniature Poodle, Matilda, put to sleep. Through floods of tears, she informed the receptionist she was too old to consider getting another dog, and in any event Matilda was ‘simple irreplaceable’. To add to her anguish, the fees associated with individual cremation were beyond the munificence of a state pension. But she was greatly reassured by the kind-hearted receptionist who explained that Matilda’s ashes would be scattered in the ‘Rest A While’ pet crematorium’s ‘spectacular’ gardens.
Weeks later, Mrs Pargetter was still struggling to come to terms with her loss and, having plenty of time o her hands, decided to use her senior citizen bus pass to visit the ‘Rest A While’ gardens, as they had sounded such an idyllic resting-place for poor Matilda. After three tortuous bus journeys, she rather regretted her decision.
She found herself on a lacklustre out -of-town industrial estate, rather than in the peaceful rural countryside she had imagined after perusing the glossy crematorium brochure provided by the vet practice. Entering the crematorium’s unkept offices, Mrs Pargetter was greeted by Alf, a rather dishevelled individual blending in nicely with the decor, who hastily pushed a bulging yellow bag out of view with his left foot.
Although he was more that happy to answer Mrs Pargetter’s enquiries, after decades working with the dead he had been left with little sense of tact. The little old lady left the building with one sentence ringing in her ears ‘the ashes just go into landfill luv’.
It came as quite a surprise to the vet practice when ‘nice old’ Mrs Pargetter wrote a belligerent letter of complaint, graphically outlining her unpleasant experience and seeking ‘significant compensation’, or rather less practically, insisting Matilda’s ashes be recovered from the landfill site.
The RCVS took up the claim and explained to Mrs Pargetter, as sympathetically as possible, that whilst the practice was mortified to have misled her, albeit unintentionally, she had suffered no real financial loss and was not therefore due any compensation. The claims consultant was able to sweeten the pill by explaining that the practice hoped she would accept a memorial in the form of a bench or tree, on Matilda’s favourite walk to give Mrs Pargetter something to remember her by, together with the reassurance that the members had dispensed with Alf’s services.
Mrs Pargetter, not a cantankerous soul by nature, was mollified, and accepted the offer. However, in closing the case, the claims consultant explained to the practice principal that this was not the first claim of this nature, and some had involved substantial loss and significant pay-outs. More importantly such events were frequently accompanied by adverse publicity in the local rag and no little embarrassment for members.
In addition, he pointed out there had also been a number of RCVS complaints involving less than open communication regarding a crematorium’s activities and it is therefore always advisable to ensure all members of the practice team know exactly what does happen to little Fido’s or even Neddy’s remains when they leave the surgery or stables. A practice charabang outing to view the crematorium facilities is prudent, as it is best to be completely honest with clients, however unpalatable the truth might be.
www.thevds.co.uk 01565 652737.
This article was sent to us and would normally only be seen by the Veterinary professionals.
There are many Pet Crematoriums across the UK. Please check prices against the charges your vet will make.
One we can recommend is www.dignitypetcrem.co.uk Run by Pet Lovers for Pet Lovers. enquiries@digitypetcrem.co.uk 01252 844572.
