Problems with the vets

[Ben1990]

First time I've posted in mumsnet and not sure if it's the right place but I know it has a reputation for people giving good answers so I thought I'd try here.
Recently my partner and I adopted a kitten, when we first got her she it turned out she had conjunctivitis.
We took her to the vets initial appointment cost £39 for the consultation Plus another £22 for the proscribed eye ointment that the vet suggested. He told me that he would like to see my cat again in 10 days for a free follow up check.
He also told me there were two types of ointment I could try but the one he sugested was the stronger one which covered a broader spectrum. I got home and tried using it and the stuff was awful super thick, came out of the tube like a thick wiggly worm like substance that just dragged across the eye and came right back out again. It was almost impossible to get into such tiny little eyes and when I finnaly did her eye puffed up and got twice as bad within 5 minutes.
I went back the next day and spoke to the nurse behind the desk explaining the problem and that it was hurting more than helping my cat and asked if I could swap the ointment for the other type, I know from past use the other type was allot thinner and more of a drop.
They told me as I had opened the other tube they can give me the other drop but I would have to pay for them, I could not get a refund on the first lot.
I accepted this as I really just thought I had no choice and I wanted my cat to get better.
10 days later with the new drops she was looking almost good as new.
I went back to the vets like requested so they could give her a quick check.
Went in they said she it's looking allot better, to keep her eye clean and Finnish the tube of drops if there were any left just to be sure as an extra few days couldn't hurt.
Was done in the space fo 3-4 minutes.
After the appointment I just walked out the vets no need to book another appointment so I Dident even speak to the desk and as they said on the first appointment it was a free follow up.
Then the next day I get a phonecall saying that I walked out yesterday and I owe them another £35 for the consultation fee on the follow up.
They insist that the vet never told me it was a free follow up and I had to pay for it.
I argued on the phone about it and they say its my word over the vet that saw me and I have no proof of him saying it was a free follow up so I have no choice I have to pay for it.
What should I do?

Any replies would be appreciated

The only time I've ever gotten a free follow up was if it was a post surgical care, which is normally included in the surgery fee. If you only paid a standard consultation fee the first time I think it's reasonable for them to charge for the second visit.

You used the vet's time, you should pay.

You had a veterinary consultation so you should pay them for it.

Would you call out a plumber and refuse to pay? There isn't an NHS for pets sadly.

I'm not doubting what you were told, but it sounds like a misunderstanding between the vet and the admin desk. I'd expect to pay per consultation, so I think it's normal.

You could complain to the practice manager or if it's a chain of vets there might be a central customer service number online. You could also shop around if there's another vet in your area, because £39 sounds on the high side for a consultation - it's £25 at my vets (though this might be a regional thing - I'm up north)

Vets are professionals and have to charge for their time and expertise. Would you expect a dentist or a solicitor to do work for you for free? Do you work for free?

I wouldn't expect to pay for the follow up. They were checking their diagnosis and treatment had worked. They also asked you to return, not 'get back in touch if it doesn't work'. I genuinely wouldn't pay it.

I've only ever had a free check up following a surgical procedure.

Sounds all very normal, to be honest.

Pets are expensive. Get used to it.

The only free follow up we have ever had is after surgery.
You can’t expect a refund on a medicine you’ve opened and used some of.
Time for pet insurance.
Our old girl was on £60 of meds a month in the end. Nearly 10 years ago.

If the vet told you it was a free follow up it should have been free, I have had free follow up appointments in the past.

Not giving you a refund for the open medication is fine, my cat threw up after being given liquid meds and it was fair enough I had to pay for the replacement tablets.

You need to find a new vet.

Our “old” vet used to charge for each and every appointment, follow ups included. We have never paid for for a follow up consultation with our “new” vet. After the follow up visit I always check before leaving though - mostly just out the sheer novelty of hearing the cheerful “nothing to pay today” from the receptionist.
My advice would be to shop around for your vet - we stayed with our “old” vet for far too long. “New” vet is brilliant - small vet practice so usually see the same person, so familiar with our pets (“old” had a parade of locums), “new” have a much better bedside manner and then there is the added bonus of being a little less expensive.

Thankyou Everypne for your replies, I expect I'll have to pay for it if I ever expect to use thst vet again, as I have a pet plan with them for vaccinations and such I don't really have much choice in that matter.
And its not that I expect them to work for free I'm aware pets are expensive, it Just seems unprofessional to be told by the vet that I need to come back for a free follow up check and then have them claim they never said that and faine ignorance.
If they had told me it would cost me £35 to come back just to tell me something I could see myself I would never have bothered to go back in the first place. Only reason I did was because they basically told me I had to.

If it's something that it will be obvious has cleared up (or not), I never book a repeat appointment on the day - I just say I'll phone for one if needed.

I'd be surprised if you get free follow up for a medical condition. Surgical follow ups are included in the price.
My cat is very prone to conjunctivitis. I just buy over the counter chloramphenicol drops. (Ointment is too difficult) I realised the vets used the same ones we use on children!

I think people are being a little harsh here, if you were told to go back for a follow up of course you wouldn't expect to pay.. i wouldn't with my cats. Vets are funny places. Probably a little misunderstanding, i would just pay the fee and learn the lesson for next time 😸 glad her eyes are better!