Carrie Fisher
I absolutely cannot fault the vets at Minster – every one we’ve seen has been fantastic, and the care they’ve given my dogs has been outstanding. Unfortunately, my experiences with the reception team have been consistently disappointing. On multiple visits, I’ve not been greeted with even a simple “hello,” even when the waiting room has been empty. This lack of basic customer service often leaves me feeling uncomfortable. Over the past year, despite visiting several times with my puppy, I’ve not once felt any warmth or interest from the reception staff, which I find surprising for such a customer-facing role. When the time came to put my elderly dog to sleep, I was particularly disheartened. On arrival, my family and I were not acknowledged for several minutes, despite this being a pre-arranged appointment. At such an emotional time, a kind word, a seat offered, or even a small gesture of recognition would have made a huge difference. I understand that the team likely deals with these situations frequently, but for each family, it is a deeply personal and heartbreaking experience. Other practices I’ve attended have taken small but meaningful steps — such as lighting a candle or closing the blinds etc — which show compassion and sensitivity. Sadly, the same lack of warmth was felt when I returned to collect my dog’s ashes, and it’s ultimately the reason I’ve moved my pets to a different practice. I do appreciate how busy and demanding the role can be for the team, and I understand that everyone has off days, but a simple smile or “hello” really does go a long way. To reiterate, I have nothing but praise for the vets themselves, who have been consistently wonderful. I have also been to the Bingham branch on different occasions and always had a lovely experience in that branch. I only wish the reception experience reflected the same level of care and compassion in the Calverton practice and hope this will improve for other customers bringing their much loved dogs here.
