I had my cat, Loonie, for 21 years and it was clear to me, she was at her end. I dreaded this day would come, but it had. I contacted Black's vets as my partner takes her dog there and she always raves how good Black's vets are. I contacted them and within the hour, we were booked in. After waiting patiently with Loonie and being asked by the receptionist if I would like some quiet time in another room with Loonie, I went into the consultation room. The lady vet there, from the off, was uncompassionate, direct and very matter of factual. Almost like this was a hinderance and inconvenience for her to see us. She took Loonie through to be prepped and 5 minutes later, came back and hurried me through. I can't remember what she said to me in the back room, where Loonie was lying motionless, as I was quite distraught with the whole situation. All I heard was a monotone voice, bleating what was about to happen. As she administered the purple coloured injection, I looked into Loonie's eyes and I thought, she's already gone. I sobbed. While I wanted things to be quiet and peaceful in those last seconds together, all I kept hearing were the stages of her death being droned out by the vet. I blocked her out and turned to the assistant. She at least looked sympathetic and put her hand on my shoulder to consolidate my loss and Loonie's end, to which I thanked her quietly. I was asked if I wanted to stay with Loonie a while but I was so angry, I just wanted to get away from the vet and say my goodbyes properly at home. I was told I could settle up at a more convenient time.
I got a card from Black's with some 'Forget Me Nots' seeds in the post, sending condolences from Claire.
A week and a half later, I went back to settle up the cost. I've been told that end of life injections for pets should be no more than £26. I was asked to pay £101.92.
Respect for my Pet - 1 star as I don't think the vet showed any kind of compassion.
Friendliness - 3 stars as the receptionist and assistant showed great compassion, in my situation.
Value for Money - Had to give 1 star as 'The field is required' came up. Zero Stars as I don't feel that end of life for a loved one can have a value to and certainly not £101.92 for around 7 minutes work.
Professionalism - 3 stars as the receptionist and the assistant certainly propped up the vets failings
Cleanliness - 4stars as I don't really remember much about how clean it was as I was more preoccupied with my Loonie.
We are so sorry for the loss of Loonie.
It is incredibly rare that we receive complaints. Our walls are filled with thank you cards from owners who feel we have gone above and beyond what could have been expected of us, even in times where their much-loved dog, cat or rabbit could not be saved. We understand that Loonie was your world, we know that it’s not possible to understand the full force of emotion of losing a pet unless you have sadly experienced it. We also know that we all deal differently and need different things at this difficult time. We are sorry that you feel the vet didn’t meet your needs on this occasion. The vet you saw is highly experienced and requested by many clients due to their high standards of commitment to pet care. We are glad you found support in our receptionist and nurse at the time.
Thank you for taking the time to leave us your thoughts during a very difficult period, we value feedback so we can continue to learn and improve our service. Again, please accept our heartfelt condolences for the loss of your beautiful Loonie.