The incompetence and disregard for the health of my cat is mind-blowing. I came to see the Vet as my cat seemed to have a urinary infection and bloody urine. After the exam and medication that was prescribed, I was asked to bring in a urine sample from the cat the next day. I brought the sample in early Thurs morning, and it was very red/bloody. I did not get a call back about the results, so on the next Tuesday (they had the sample for 6 days) at around 10, I called. I got a call back just before 4 from a nurse who told me the BLOODY SAMPLE WAS SITTING ON THE RECEPTION DESK FOR 6 DAYS. The nurse wanted to know if I wanted the sample sent in since it was old and the result may not be accurate. THERE WAS NO MENTION OF TALKING TO A VET OR MANAGEMENT ABOUT THE ISSUE. AND NO CONCERN FOR THE HEALTH OF MY CAT. I had to determine what to do with the sample. I asked to speak to a manager, and she told me not to expect a call back for 2-3 days!! Not believing the message would be relayed, I called back an hour later and asked to talk to a manager or a vet. I still could not get past the receptionist. I was told to email my complaint. THERE WAS NO ONE IN CHANGE IN ANY MANNER THAT I COULD SPEAK TO NOR COULD I SPEAK TO A SENIOR VET. I asked to have a Vet call me as I had no idea what to do and was concerned about my cat. The receptionist could not understand why I wanted to talk to a Vet. I had to explain why I would be concerned about my cat, who had bloody urine compounded by their mistake. You would think Dicks Vet of the University of Edinburgh would be first and for most a veterinarian practice. The bloody sample sat on the desk for 6 days, and how many receptionists saw it and did nothing. Why when I called and the mistake discovered was a vet not consulted for advice about what to do FOR THE HEALTH OF THE ANIMAL before calling me. The whole things was just covered up! I still have not spoken to a Vet. Update: later in the evening, I did receive a call from a Vet who was amazingly kind and understanding. She seemed to really understand the concerns was that no thought had been given to my pet. So I am happy with the Vet response. I still have concerns regarding the receptionist and the nurse.
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Reviews
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Adam Blum ★☆☆☆☆
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Robert Stone ★★★★★
When I say this vets is phenomenal, it comes from the bottom of my heart. My dog (Sam) has been transferred here three times now in the last year from my local vets when they had done all they can. Despite being at deaths door he's come back from a rare parasite and immune disease, and it's all thanks to the fantastic team here. The vets themselves are clear, verbose in their answers and make you feel like they do want the best for your animal - and what's better they back it up with results. Sure the front desk staff can be a little hit and miss, but the main thing is I know that my animal is getting the best care he needs. Sadly (for my finances) I am not insured, but all the options were laid out clearly and are great at informing on the cost Vs benefits and allow me to make an informed decision. Jennifer, Conor, Ana, Maria, Olivia, Karen - you guys rock!
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Richard Sutherland ★★★★★
Exactly what I thought, absolutely brilliant treatment from vet Tyler, he explained everything so clearly and was so very knowledgeable and caring First class administration department,everything went so smoothly.
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Ian Hatten ★★★★★
Friendly reassuring staff. I was here with my last dog after being referred by my local vet so when I needed a referral to a vet hospital for my current dog I had no hesitation in choosing here. Back for a review of my dogs progress, they are happy with progress and reassuring me
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Kyrsta Macdonald-Scott ★★★★★
A reassuring and fantastic experience. Highly skilled staff, from reception, to vet nurses, to triage, to medical to surgeons and all the others. Well laid out reception with sepperate animal areas, good parking, 24 hour support, excellent facilities. Highly recommended for all pet needs.
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Elizabeth Parker ★★★★★
This appointment was with the nutritionist and went really well. This is a free service which is much appreciated. The nutritionist was very knowledgable, helpful, thorough and patient (especially as my dog was hardly on her best behaviour!) Plenty time allowed and next appointment booked. Couldn't have gone better.
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Kenneth Brill ★★★★★
Great staff and services.
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Paul Macdonald ★★★★★
Fantastic vets. Staff are so kind and caring. Veterinarians are very knowledgeable, explained everything very clearly. Cannot recommend this place enough!
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