REVIEW DATE: 1/22/24…read more
TLDR: Take your furry family members elsewhere. This place has gone downhill, and I won't be coming back after bringing my two cats and my mother-in-law's cat here for over a decade. Please note, I RARELY write bad reviews, but after the last three months, I'm writing this review of Winter Garden Animal Hospital.
THE REVIEW: My husband brought my 14 year old cat in for a routine follow-up. He was asked about labs, including a more expensive comprehensive blood test for geriatric cats. My husband declined since our cat had been doing alright. He was losing weight, but we figured it was due to age. This was the Monday after Thanksgiving. We never got lab results back, and we never heard back from the vet. In our mind (living with a newborn baby of our own), no news was good news. Well, that turned out to be a big mistake.
Fast forward several weeks later ... Our cat was not eating and looked sick. We scheduled an appointment. When I called for the appointment, I asked for a copy of the labs. I didn't get them. So I called again, and again, I did not get them. I took him to the vet on Friday, and by this point, he was extremely sick. Oh, by the way, they tried to CANCEL my appointment 30 minutes before it was scheduled. (Their excuse was continuity of care. That's fine except they should have planned it when I was scheduling - not 30 minutes before.)
We didn't know what was going on with my cat. It turns out he was in end-stage kidney disease. He had been on a steroid for inflammation, which likely accelerated the kidney disease progression. I asked to speak with the office manager, Nicole, in between the vet tech coming in/out. Nicole told me that they hadn't gotten the lab results until the day before the visit. She also kept going back to the fact that the vet was concerned by the initial labs (which she had also said they hadn't gotten earlier in this conversation) and asked to run the expensive labs we had declined. However, I think the most important point of this is, which Nicole later admitted, how unacceptable it was that we were not informed about the abnormal lab results. This was egregious in my mind. We trust that the practice would look out for our furry family members.
When the vet tech came back in, I asked to see the paper chart. I went over the results with the vet. I am not a doctor... I am not a vet. But when I saw his lab results, everything was abnormal. My cat's comprehensive lab results came back THE DAY AFTER the sample was sent to the lab. So his kidney had been in decline for two weeks, and nothing was done to tell us.
At this point, I knew how dire the situation was, but I had hope. I understood that there was no transplant for cats. They recommended starting IV fluids and monitoring him overnight. We followed their advice because what else could we do. But I asked to speak with Nicole again. She then said that she relied on what the vet staff had said to her about the labs. Nicole promised me that she'd look into it.
The end of our story at this practice is that we said goodbye to our cat the next day.
Why we are chosing to move on is because of the failures that led up to this. Imagine my surprise when I get a call from the office... only to tell me that my cat's remains were there. I never got a call from the office manager who had told me that she'd look into it. It has been a month. I've been patient and waited until after the holidays. I've asked to speak with her twice, but my calls have gone unanswered (ten days in between).
When I went in to pick up my cat's paw print, I asked about my other cat's lab results. Well, they couldn't find her chart. They had to print out the electronic copy. (Think about it, they have two avenues to get labs? Fax and electronically? There's just no excuse for what happened.)
Once upon a time, I would have recommended this practice in a heartbeat. But now, I'd recommend looking elsewhere. At the end of my time here, I felt like this was just a dollar sign for them to make money off of. I will say someone complimented Missy, and she was the only one to follow up with what she promised (getting me an answer to a diet question for my other cat).