Samantha Goldsmith
Yesterday was an extremely stressful experience at this practice when we brought our dog in with a serious tail injury that required treatment. While we appreciate that the clinical care was ultimately provided and our dog is now home recovering, the way we were spoken to during the process was very upsetting and lacked compassion. From the moment we arrived, the situation was presented as if our dog was likely to die within hours if surgery to dock his tail was not carried out immediately. An insurance claim was submitted and were waiting for pre-authorisation, however we were repeatedly told it was unlikely to be approved and that we would need to pay a large amount upfront. We spent the entire day desperately trying to find ways to raise the money, as we were told that if we could not provide the funds by a certain time our dog would be put to sleep. Being given that kind of ultimatum when you are already frightened for your pet is incredibly distressing. Thankfully our insurance did approve the claim and treatment was able to go ahead, and we are grateful that our dog is now recovering at home. However, the pressure placed on us while we were trying to resolve the insurance situation felt unnecessary and lacked the empathy that pet owners hope to receive in emergency situations. When people bring their animals to a vet they are often scared and vulnerable. Clear communication and compassion would make a huge difference to the experience. I would like to share my appreciation to Joshua and the reception staff, they were all very helpful and understanding to our situation.
