"Overall, I feel my pets are cared for adequately, the entire support staff is kind and knowledgeable. Most of the charges for services and medications are reasonable. The clinic facility- waiting area and treatment rooms are dated but very clean looking (and smelling) which is important. I have never seen the same Vet twice but for the most, they are knowledgeable, mostly thorough and mostly easy to talk with. The “set-up” seems to be more geared to say an “urgent care people clinic” than a neighborhood Vet Clinic or animal Hospital though.
There are a few things, 4 specifically, I feel could be improved. Since I am directed above to not be shy, I will be thorough.
First, Vet availability. Robinson on Foy Fitch in Gray has been our vet choice for 2 years and over those two years we have made multiple visits. Only once have we seen the same Vet. Every other time it has been a different Vet. It seems to be a revolving door. To be fair, I have not asked for any specific Vet so it could be an issue of how I my schedule our appointments. The name does imply hospital instead of clinic too. The support staff faces are familiar but not the Vets. The issue with this is the Vets don’t get familiar with the animal history. Lack of familiarity with the pets wouldn’t be terribly huge if the new/different Vets took time to review pet history/previous treatments and working treatment plans.
Second, record keeping/pet treatment recall. As there does seem to be a “revolving Vet” occurrence, I would imagine that is a “known” instance and as such, the treating Vet would be prompted to write adequate notes so any receiving Vet would have some idea of history, treatments and the like. Not the case as each time I visit I have to restate the pet history and treatment every time. Also, I have made appointments and been told there are no records of our being there. Specific example: I had one issue- a rough and challenging pet illness that required several follow-up visits. The slack record keeping and revolving Vet issue compounded my situations because with each check up I had to reiterate the entire history, advise the current vet of the last Vet’s treatment plan and it got very daunting because it was treatment follow up for a litter of kittens. Third, treatment options. (Above example- expanded): I had 2 foster litters of kittens. 1 litter was positive for Pan-Luk and 1 litter had been exposed by the +Pan-luk as was my resident cat. The lack of treatment suggestions for the 2 kitten litters was- nil. I was advised to take the + litter back to the shelter to be euthanized. Little hope was given for the exposed litter. My resident cat was well vaccinated and older so outlook was very good for her. Not satisfied with that, when I went to shelter with the kittens, the shelter staff told me there was a chance and asked if I was willing to take on possibility of saving them. I was, so they supplied me with fluids and a treatment plan. Out of 9 kittens, sadly 2 were too far gone and did not make it but 7 are heathy, thriving and have great homes now. The Vet I saw for the PanLuk kittens was by far the best of all I’ve seen at any visit and she was very positive and helpful with treatment of my resident cat but for the + kittens, the most advise I got for them was take them back and bleach everything that could stand immersion in bleach solution for 10 min. She didn’t mention the 2 other cleaners that were also effective in killing the very resilient virus but weren’t as damaging as bleach. The next problem was ear mites. I received another foster kitten who needed Vet care. Before I got him, pet shelter Vet records he had been given Revolution to treat ear mites. I brought him in for double check of that and for a check of a post op infection he had. Another new vet. He did a quick look at his ears and incision site said he was good, no need for ear wash or further treatment for ear mites and finish the antibiotics for the infection. Well…a little time later and more ear scratching’ kitties! just yesterday I had to treat 4 kittens for ear mites. The original ear mite kitten plus 3 more who picked them up from him. This not only cost extra time but a lot of extra money for 4 more doses of Revolution instead of being thorough with the re-check of the first one.
Lastly, scheduling/emergency and some ancillary charges. On one of my last trips in, I noticed a sign that read all same day appointments will be considered emergency and will be billed as emergency service. I don’t think that is quite fair. I believe that a standard algorithm could be devised to objectively identify what constitutes an emergency charge if there isn’t one already. This leaves one to believe there is no option for a same day visit even if the schedule allows. Visit scheduling can be padded to allow for emergency needs in many ways. Extra charges: On one of my visits with kittens I brought a “sample.” Turned out the sample wasn’t needed so I asked if they had a receptacle. The sample was disposed of - and I was charged for it. The reason it irritated me is because I could have just dropped the dodo baggie in the “doggie doo” receptacle out front had I been told there was a charge for it.
As I noted in the beginning, over all, this is a fine Vet clinic. I do feel though that I would find it better if I could build a better relationship with the Vet. “Any available” is definitely fine for an emergency situation, but a scheduled visit for check ups and the like with a known Vet would be appreciated. If that’s not available then at least a quick read over treatment notes and plans before seeing the animal would be beneficial all around. That would be easier done with thorough record keeping. Even a brief SOAP notes can still be very informative. A hint of charges beforehand would be also be appreciated."
- Renee Midgett