Awful Management - in Pets life threatening emergencies take somewhere else
I want to start by saying the veterinary team who looked after my cat Moon were fantastic. They were professional, caring, and clearly did everything they could for him during his stay. The nurses and vets kept me updated every step and I could tell they genuinely cared about his recovery. For that, I am truly grateful—especially because of how serious this case was.
However, my experience at discharge was completely ruined by the practice manager.
Before he even spoke to us, we witnessed him arguing rudely with another client who was calling him out for his poor communication. Minutes later, I had to deal with him myself. He was rude and dismissive from the start, told me a payment plan had already been discussed (it hadn't), then went upstairs for 10 minutes and came back down to say the exact same thing. When I told him that wasn't the case and it hadn't been discussed, he blamed me for not answering a call—which I had returned within 10 minutes, and that call also did not mention this.
Once it was clear that it had not been discussed and this was because of his poor communication, he made me feel like I was being difficult—even though I had already paid over £5,000 in a week and was just asking for a bit of flexibility.
He demanded payment today. I told him frankly that wasn't possible. Only then did he agree to give us more time—after I said I would be taking Moon elsewhere. That tells me they could have been flexible all along but chose not to be until I pushed back. Reading the Google reviews seems to suggest management is clearly an ongoing issue with this practice.
The vets and nurses are good but the management lets them down badly. I won't be returning in the future and will be taking my pets' follow-ups to another vet. I can't recommend this practice to anyone—it's better to go elsewhere than have to deal with managers like these, especially in such serious situations.