Alison Sethna
My 86-year-old mum took her 13-year-old Staffie, Ruby, to Streetly Vets so that she would have a local practice nearby in case of emergencies. As a new client, we were drawn in by their advertised “Free Consultation.” What we experienced, however, was very different. The consultation was only “free” if Ruby had no issues requiring care — something we were not made aware of beforehand. Ruby was given a pain-relief injection and ear treatment without any discussion of the costs involved. My mum was simply presented with a bill for around £260 at the end, with no explanation or opportunity to give informed consent to the treatment provided. Given that veterinary practices are already under scrutiny for a lack of transparency and inflated pricing, this experience sadly demonstrated exactly why. Vets have an obligation to be upfront and honest about costs so that owners—especially elderly ones—understand what they are agreeing to before treatment takes place. No pet owner should feel as though they are signing a blank cheque. We are very fortunate with our usual vet in Peterborough, who always discusses treatment options and associated costs beforehand. It is disappointing that Streetly Vets did not show the same level of integrity or clarity. I hope this feedback encourages the practice to rethink how they communicate costs to clients so that others are not placed in the same position.
