Pet Care Veterinary Surgery

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Reviews

1. Susan Susan ★☆☆☆☆

   My experience with Pet Care Vets, Northumberland Heath, was extremely troubling. My 15-year-old dog underwent major abdominal surgery and was discharged the same day before eating or showing any stable recovery behaviour. He deteriorated severely overnight, and when I contacted the emergency vet, they told me they had never received his medical records. Without these, they could not safely continue his pain management. The next morning I no longer trusted Pet Care to look after him, so I removed him from their care and he required three nights of hospitalisation at another veterinary practice. There were also serious communication issues, including a misleading phone call implying histology results were ready when they were not, and a confirmed billing error that was never reimbursed. The internal complaint responses later contradicted the vet’s own verbal admissions and apologies, which raised even further concerns. Based on my experience, I would strongly discourage anyone from using Pet Care Vets and would recommend seeking treatment elsewhere.

   almost 2 months ago
2. Karolina Sokolowska ★☆☆☆☆

   Sadly this place is all about money and no respect. The 4.6 rating is what was left after Kevin, the previous owner and a fantastic vet. If you look at the most recent ratings, current Pet Care vets could probably get 3.0. And look at all the amazing reviews from before the company was acquired in September 2023. My partner took my dog in with an infected ear last week. They couldn't look into it as my dog is still traumatised after the last visit and is terrified of touching his ears. They gave him sedative tablets to be administered at home and told to come back for a swab next day. But they still charged for the swab on the day even though it didn't happen yet. When I came home in the evening, I decided that the sedatives are not required as I can take the swab myself without using them. My partner called the Pet Care and was told we will be refunded for the tablets and the swab. Next day they said they wouldn't refund the tablets as they left the building and it didn't matter these were unopened. My partner had an argument with them about this and next day I received the attached letter. Not even sure you can call this a letter, no "Dear Miss...", no "Regards' at the end, nothing. And that's because they don't have any respect to customers. Also, it's great to see they judge me by my partners' behaviour, we are not the same person and I haven't even spoken to or seen Pet Care about my dog's ear. I started looking for a new vet before getting the letter anyway as I knew this was our last visit. They treat people with zero respect, doctors are not the best and definitely not the nicest, and I feel sorry for the reception staff who still remember Kevin and I'm sure they miss him... We all do, he was amazing!

   almost 3 months ago
3. Jacqueline Arnold ★★★☆☆

   Have been using the surgery for 30 years. Care is always excellent, but their prices and charging policy is now extortionate. We were charged today for a consultation, plus extra for cleaning the wound that the consultation was supposed to be about. £124 in total. I'm wondering if they've been taken over by one of those expensive corporations, as the original vets are also never there any more.

   almost 3 months ago

1. Kerry Bernard ★☆☆☆☆

   This place has gone down badly since the new people took over. I was asked to bring my cat back in after a week on antibiotics so they could check how he was doing. I was then charged again for a consultation when I had already paid on the first visit. A follow up should never be charged for and I was not happy. This surgery is going to lose customers with their greed and lack of empathy. K.B.

   almost 4 months ago
2. A G ★★★★★

   Amazing vets! They always do their best to accommodate appointments, and they are professional and always very gentle with my dog. It’s nice to see that there are still some local, smaller clinics that provide an honest service and genuinely care! Would recommend to anyone considering using their services.

   almost 2 years ago
3. Malvika Chandel ★★★★★

   Excellent vet care and surgery. My cat has been with them since 2015 and all the doctors and nurses have been exceptional. It is the best vet surgery I have come across every in London.

   almost 3 years ago

1. Martyna Sroka-Lalewicz ★★★★☆

   Lovely vet very thorough and taking their time. I'd just appreciate recipe for some pills rather then them bought over the counter more pricey at the practice as I don't always claim every vet visit on my insurance... Lesson for the future for me but they also could ask the clients if they will claim and don't mind sorting out their meds themselves online...

   almost 3 years ago
2. Stacey Smith ★★★★★

   Have been bringing my cat here for a few years and cannot imagine taking her elsewhere. From top to bottom the service is incredible. From the owner to the vet to the nurse to the receptionist to the locum specialist I truly believe that everyone in that building cares as much about my cat as I do. I have never been rushed off the phone, any questions I have are answered in full (and they give me time to write things down), they talk to my cat (not just me) when treating her and give her time to adjust to her surroundings and despite being very people averse she adores the staff. Their recommendations (both medical and non) have been spot on and costs are always disclosed upfront before anything else happens. e.g. they recommended a particular painkiller for my cat, explained the individual cost of each bottle, calculated the cost for the duration of treatment and checked I was happy before prescribing it. They also took the time to explain what to do if common symptoms appeared (not all need a vet visit). As someone who has only owned dogs I was confused about cat carriers (suitable size, shape and style) and they took the time to explain what to look for for her and as a result I safely and comfortably transport my cat to and from her appointments and am confident in my decision. In short this is a wonderful veterinarian and while all vets love animals, there's something special about this place and the people in it.

   almost 3 years ago

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