‘ 5 pathetic precious minutes ‘
Dear Puan Hasina from Wad Kesayangan Haiwan UPM,
You’ve probably heard that my dog Buffy from wad no. 27 passed away yesterday (17th January).
She came out of her surgery yesterday and I was given verbal permission by Dr Gayathri that I could see her after 6pm. I called you at 5.15pm from the UPM parking lot expressing my desire to see her. Instead you turned me away brashly, saying, “It’s after visiting hours and we all are going home”
I highlighted to you that I’m here because I was informed by Dr Gayathri that I could see my dog since she gave me the instruction. You retorted rudely, “she’s in training for 3 weeks and she’s not here now and didn’t give me any notice”
At this point, I was already disappointed at the inconsiderate rudeness and the lack of professional etiquette to solve this discrepancy internally. It shouldn’t be an outsider’s responsibility to ensure the needed paperwork/permission is granted to the right parties. All we want is to see our beloved four-legged friend after an intensive surgery.
Mind you, my dog just came out of a major surgery, she is a heart patient and has a tumour and had to be amputated. The very fact that she made it out of a 4 hour surgery was already a miracle and all I wanted was to give her strength and encouragement.
Luckily, I also remembered another doctor’s name – Dr Siti. I mentioned her name as well, then you negotiated with her and eventually granted me a ‘pathetic 5 minute’ visiting time.
I wasn’t entirely pleased but I took whatever I got just to see her face. When I got in, I saw how rudely you spoke to your fellow colleagues and Dr Gayathri (who showed up coincidentally to visit her cases). I was shocked to see how you screamed saying, ‘I nak balik dah ni’, and ‘no visitor after 6pm’
As an outsider I was appalled to see this unwillingness and rudeness not just to me but also to the internal staff. You were rude in your demeanor and I got to see your lack of professionalism and was surprised you’re still at your job. The way you acted doesn’t do justice to UPM and the hard work the vets put in. I’ve been so pleased with the professional conduct of all the vets who’ve I’ve encountered so far. And one bad apple shouldn’t ruin the whole bunch.
My dog Buffy, passed on few minutes after I left. My heart sank.
Imagine if you didn’t grant me that time at all? I wouldn’t have gotten the chance to see my dog alive for the last time.
That 5 minute gave me the chance to remember her trying to get up to greet me. Soon after I left, she had breathing problems and passed on.
I hope the next time you turn away dog owners who desperately want to see their dog after a major surgery, you will think of how that ‘5 minutes’ you granted me helped me record a lasting image of my dog alive.
I’m glad I got my last 5 minutes; though short it gave me a strong mental picture of my beautiful dog.
I wonder how many desperate dog owners didn’t get that chance because you had to leave at sharp 6. You’re working in a department that heals animals and that requires compassion and gentleness.
I know there are rules, but there’s also such a thing called compassion and that’s when you use your heart to make the discretion. Good examples of some vets who go beyond their line of work are Dr Sylvia and Dr Gaya who’ve not only shown me dedication and professionalism but also a lot of heart.
Thank you for granting me that ‘5 minutes’
Note:
The visiting hours in UPM are currently from 11am – 12noon and 2.30pm – 3.30pm (Mon – Thursday), on Fridays 11am – 12pm, on weekends it’s based on appointments with your vet. If you get permission from the vet in-charge you can visit them after visiting hours. Ensure you check the timing as they do get revised.
So, don’t give up if you encounter a rude staff, know your rights!
