Response from the owner - 3 months ago
Thank you Mike D, for your feedback. I am sorry to hear of your experience, and that you feel that way about our service. As I do not know the specifics of this case, I cannot comment on this forum, but I will address a few points in general.
Every practice or business needs certain protocols in dealing with situations. This situation is something we train our staff for, and so I am surprised, and disappointed, to hear that you feel they were rude and lacked training. We have not had any other feedback about this aspect of our service for a long time. I am obviously keen to know more of the detail of this experience.
Each Companion Care practice is a separate limited company. We are not branches of each other, and are all independent businesses. Consequently each practice could, in theory, have different management styles and clinical approaches, which have to be valid under the guidance of the Royal College of Veterinary Surgeons. There are certain protocols that need to be followed when dealing with a patient who has been treated by another vet recently, and our staff were following the accepted protocol.
I hope you pet recovering well now.
If you would like to discuss this further, please contact me at the surgery.
Practice Director and Partner