A joint statement from PDSA and Vets Now (pet emergency service)

09 August 2017

Over recent days we have been subject to much comment and criticism based upon a social media account of a puppy that sadly died over the weekend and was pictured in the arms of its owner.

We have tried repeatedly to contact the dog’s owner to discuss the matter and check some key facts, but to date we have received no response. We appeal once again for the owner to get in touch and, in the meantime, will continue our attempts to make contact.

As veterinary organisations we are bound by strict confidentiality rules which restrict what we are able to publicly say. However, in order to correct certain claims and assumptions, which are both damaging and distressing for everyone involved, we would like to clarify the following, based on our internal investigation undertaken so far:

• All emergency cases reported to us last weekend were offered an immediate appointment to see a vet
• In this particular case, we believe that a relative of the owner contacted us regarding the puppy in the early hours of Saturday morning. They were offered an emergency appointment and asked to attend the Pet Hospital as soon as possible. The owner did not attend this appointment.
• A follow-up phone call was made by us within two hours of the missed appointment. This was not answered and we left a voicemail asking them to contact us, as we were concerned about the wellbeing of this pet.
• During the original call, there was a discussion about veterinary costs, which would have applied. We would never refuse to see a pet in an emergency if any resulting bill could not be paid in full at the time. (This message was repeated in the voicemail that was left.)
• The owner did not attend the Pet Hospital following this call and no further contact was made with us that morning (or since).
• The door entry buzzer was working correctly all weekend and we are confident that no-one was denied entry to our Pet Hospital.

Finally, we want to reassure everyone that if any pet owner attends one of our Pet Hospitals or a Vets Now pet emergency service – or indeed any vet – with a pet in need of emergency care, they will always be offered to be seen and provided with emergency treatment.