I took my dog for a fitting for a inflatable collar after his castration at another surgery as they didn’t have a collar to fit him.The vet tried to fit him with it in the waiting room with loads of dogs around he was very scared and frightened as he didn’t know this practice at all and recently had surgey,he was trying to get away from me as so scared and he clawed my arms and hands I was bleeding and the vet just laughed not just once several times I was hurt and embarrassed as lots of people in waiting room.I didn’t think this was professional at all.
Dear Elaine. Further to my previous email and phone call in response to your complaint, I am sorry that you have had a bad experience at our practice the other day. I have spoken to the vet who saw you that day, and he was mortified to discover that his attempt to "lighten" the atmosphere out of the stressful experience for all parties, ended up being taken in a way that was most definitely not his intention. As I have discussed, the reason we ended up fitting the collar in the waiting room was due to the fact that as a non-booked appointment, we didn't have any available consulting rooms to utilise. Sadly, dogs that are not familiar with their environment (and particularly if they are stressed anyway due to recent surgery) can react in unpredictable ways. You agreed yourself that even if we did have a room available, you felt he wouldn't be happy going in anyways.
We always take our customer feedback very seriously, and we have taken your points into consideration and, as always, shall be trying to find ways to improve the level of service that we offer. I can only apologise again if you felt that the standard of care you received that day fell short of your expectations.
We all hope that your dog continues to improve after his surgery and can get back to his normal level of activities as soon as possible!