I’ve worked like 20 min from the teaching hospital for 4 out of the 5 years I’ve been out, and I get this all the time. It really doesn’t bother me at all.
If they complain about cost, I just say that they’re actually pretty cheap on a line item by line item basis. Meds, diagnostics are cheaper there than most private practices, gp included. Sure you have to pay the emergency fee or specialist consult fee, but that’s what you’re there for. I say that the pets who have to stay there are typically those who need advanced care, and that’s what gets expensive. I also say they always have to offer the best, and their best is very advanced and thus expensive. You don’t need to say yes to any or all of it. It might not seem like it at the time, but no one is judging them for declining advanced diagnostics.
If they complain about service/slowness/incompetence, I tell them “yeah... it is a teaching hospital so there is a bit of a hot mess element to the experience. You can usually be assured your pet will have everything sorted out in the end, but between students, interns, and more experienced to top of the field specialists, your pet does get managed by a number of people and that can get confusing. If that bothers you and you desire a more streamlined Hospital that is more accommodating to your personal needs as the pet’s owner, I can refer you to a private practice specialty clinic that is a little further away and a bit more expensive”
If someone is totally off the rockers, I just say “woah ok, sorry you had an awful experience. You don’t have to go back there ever.”
My motto is that in veterinary medicine a client can choose places that excel at most 2 of the following 3, but not all 3, and that determines where they should go for care: Quality, Efficiency, Price
Some places are mediocre or bad at all three. But you’re not going to find a super high quality place that performs high level of care and client service with lots of one on one doctor/client time, that is speedy with excellent support staff skills/people skills, that is cheap.