Natasha Baker
I am genuinely surprised that this practice has a 4.8-star rating. My two dogs (now aged 6 and 7) were registered here for around two years, having previously been with other V4P practices across London. Although this is one of the less busy practices we’ve attended, the experience has consistently been disappointing. The reception staff, in particular, have been repeatedly rude and abrasive. On more than one occasion, written responses from reception were so unprofessional (that I complained - something I've never done before) and the practice owner had to call me personally to apologise. It’s unacceptable that communication reaches that point before being addressed. The most concerning issue arose when one of my dogs required investigations for blood in his urine. I was told I would receive a call within two hours with the results. No call ever came. I had to chase the practice approximately five times before the results were eventually relayed to me (by a nurse) - poorly explained and, as I later discovered through another veterinary practice, incorrectly communicated. That level of inaccuracy and lack of follow-up is deeply worrying when it concerns an animal’s health. As a result, I chose to move to another practice, as I did not feel confident entrusting them with my dog’s further investigations and eventual surgery, when even a basic urinalysis could not be communicated properly. I also could not face further interactions with the reception team. No client should feel anxious about simply collecting flea and worm medication, particularly when it’s a paid service. The reception team make the process feel unnecessarily difficult - and I'm fully aware of the companies policy around collecting routine preventative treatments, (as I used to work for the company myself), and this team guard it like it's a Class A drug! Odd! Overall, the lack of professionalism, poor communication and dismissive attitude have left me extremely disappointed and I'm not willing to deal with poor attitude from front of house staff - when their only job is to achieve customer satisfaction.
