The way I was spoken to over the phone tonight was absolutely disgusting. My Chihuahua was in severe pain, screaming, crying constantly and unable to walk, so I called for urgent advice. The man I spoke to was incredibly rude and dismissive while I was already extremely distressed.
When I explained that getting to our emergency vet in Wembley was extremely difficult because my mum has a genuine fear of motorways, he said, “not fancying a drive to London is not a valid emergency.” He also dismissed me when i stated my dog’s condition had been worsening significantly over the previous hour, as he repeatedly ignored my concerns.
The man over the phone even told me that if I turned up at the practice with my dog who is in agony, he will simply ‘tell me the practice is closed then’.
I completely understand if they were unable to treat my dog and needed to direct us elsewhere, but there was absolutely no need to speak to someone in such distress with such a lack of empathy. I expected much more compassion and professionalism from a veterinary practice
the staff at this establishment need to be addressed as the over phone conversation i had this evening was disgusting and quite frankly sadistic. The gentleman i spoke to regarding my dog in agonising pain was the furthest from sympathetic and seemed to get enjoyment from hearing about my stressful situation. I was completely dismissed when i asked to come to the hospital with my pet, despite his critical condition. This however is not the main issue. The issue is the way the situation was handled by the man who i spoke with. I begged him to see my dog, practically crying down the phone, and was told that if i turned up in need of help for my pet, he wouldn’t see to me or my dog, and would tell me to my face that the hospital was closed, in an attempt to avoid helping my distraught animal. Places like this should be filled with staff who have compassion and sympathy for animals, not sick and twisted individuals who get a kick out of upsetting owners going through a stressful time, and have no care or empathy for animals that are suffering.
I was very nervous about taking my female cat in to be spayed, but the entire experience turned out to be completely seamless and stress free. The veterinary team and doctors are very skilled, experienced and kind.
The surgical stitches were so clean and precise and my cat woke up fully conscious and recovered far better and faster than I could have ever expected. What I appreciated most was their incredible support, whenever I had a question or needed reassurance, they answered the phone right away and were always so helpful. I am so glad I trusted them with her care and cannot recommend this clinic highly enough!
Such caring and helpful staff
Excellent care from reception, nurses and vets. Highly recommend been a customer for 30 years.
My experience of Vets has often been rocky, this stems from a poor childhood experience of having a cat put down. We had to go through this again just before Christmas with a very poorly cat. Suzy has changed my perception of vets, she was very understanding and had the empathy which very few vets seem to have. Look after her, as she has looked after us. Thank you Suzy.
They are just not prepared to handle life threatening illnesses. Had to seek referral after a day of hospitalisation, which I just wish I had done in the first place, go straight to the experts.
In the end, I felt like I was pressurised and harassed into having my pet euthanised too quickly by being bombarded with phone calls, and my feelings and wishes were not listened to.
Definitely a lack of empathy and was spoken down to by a couple of the vets here during a very upsetting time.
I would also suggest that some of the money that this practice makes with it’s expensive charges, is spent on the improving the facilities housing the animals in their care, as my cat could not even turn around in the tiny cage that he was put in and as such would not use his litter tray, which would have been very painful and distressing for him.
The facilities have seen better days and look worn out. A terrible experience in the end that I would not wish on any pet owner.
This is from a Partner within the practise, this behaviour is beyond unprofessional and not to mention upsetting.
The newer vets here obviously need more training as well, I can honestly say that I knew more than them about my cats illness.
Avoid this place, they are truly awful, unsympathetic people. Would also add that they banned me for leaving a bad review, not that I would consider using them ever again.
I have had several bad experiences with them now including missing cancer in my previous cat so it was too late to be treated.
I have taken my cat here once before some years ago and the care she received was really impressive. Many years later at 14 she needed the care of a vet again and do I didn’t hesitate to take her back. I’ll keep it short. This time not only did they take magnificent care of her, they did it with such kindness and compassion that an upsetting time was made a bit easier. I can not fault the time and effort they took to do everything for her. And as a result I am and will recommend to anyone who will listen. 10 out of 10!
