Georgina cArr
⸻ Losing my dog was devastating. What made it even more painful was the way communication was handled throughout my experience. When I first called because my dog had collapsed, I was told they were dealing with another emergency and to call back in ten minutes. At that moment, it was truly a life-or-death situation. Pet owners need immediate guidance, reassurance, or clear triage direction in emergencies. Being asked to simply call back left me feeling unsupported during the most critical moment. Tragically, my dog was put to sleep due to a splenic bleed — a situation the vets could not have changed. Afterwards, when I raised concerns, I was advised there was a 14-day timeframe in relation to my complaint. This was later described as a misunderstanding. I understand that miscommunications can happen; however, clarity and consistency are especially important when someone is grieving and seeking answers. The shifting explanation added confusion and unnecessary stress at an already traumatic time. Rather than clear accountability, responses often felt focused on process rather than acknowledging the emotional impact of the situation. Clients should not have to repeatedly push for clarity when raising legitimate concerns. While reports were eventually provided, the overall handling of communication added avoidable distress during an already heartbreaking experience. I hope Holly House reflects seriously on how communication, triage procedures, ownership, and empathy are delivered in situations where pets’ lives are at stake
