Update: We have received our pets' clinical records now. On the latest, it states "DO NOT TRUST/CARE"
I've been with them as a regular customer for 3 years + (for 3 pets). However, my most recent experience with them has left me now moving vets.
Summary - overbooking appointments so vets are always in a hurry and delayed. Thus not able to give thorough care.
1.Lack of proper COVID provisions, overbooking and delays
Yesterday we had an appointment and my husband ended up waiting for an hour. They didn't have a suitable provision in place for waiting outside and were very delayed. As a result, there was limited social distancing and animals were very close to one another outside. Our dog became very stressed and my husband informed the receptionist that he was going to wait at the front of the cafe next door. Although this was agreed with the staff, they obviously forgot about it. My husband was left waiting for an hour..... When he went in it was clear they had forgotten. So we rebooked for today...
2. Lack of professionalism - Unclear instructions from the vets, less than 5 min time for over £60.
The vet was polite but seemed to be in a bit of a hurry. There were two wound sites we wanted to have inspected but the vets just looked at one.
The vets were in a hurry and didn't take time to explain what they wanted me to do with the dog and why. So when I failed to understand they got annoyed at me. He instructed me to hold the dog's harness which I did. But the dog growled and turned his head towards the vet. The vet then made a sarcastic comment of "so much for holding his harness". I was confused as I was still holding his harness. If he spent 30 more seconds explaining what he wanted to do next and why he wanted me to hold the dog in a certain way then I could have done it.
We were in there for around 3 mins and charged over £60 for the service and a cream.
We have now decided to move vets. Our pets are so important to us and if something were to happen due to the poor quality of care and services then I would never forgive myself. read more