Abbey House Veterinary Hospital
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I have used this vets for a few years…
I have used this vets for a few years now and they have been really good with both my cats and rabbits. However, until this occasion. My rabbit became ill with a chest infection the vet was really nice and experience with exotic animals. I was prescribed two lots of meds and told by the vet it was 10 days worth. I called on the Saturday and said it was the last dose and must have been measured out incorrectly. Had to chase again and was told at 4.30 it was measured out but not above. I received a message in the evening. It was too late as I have young children at home and my nan was in hospital. Arrived Sunday due to nan being in hospital. Medication was handed over and I check and said it was two lots of metacam instead of pain relief and antibiotic. Third issue!! But I thought, let it go.... Until the older lady on reception was rather rude told me I had to pay for the difference. I told her I had been given 10 days of meds and was given short by 4 days so there was nothing to pay. Her tone and how she spoke was rude and embarrassing. I explain I was told 10 days and it was short by 4. I started to write a review whilst sat in the surgery. One of the younger receptionist came over and was lovely and spoke to me about the situation and explain the situation and was empathic. Then another receptionist said there was no managers on to cover the weekend practice. I was having the conversation with the reception and half way through the conversation the lady who was original rude, shouted out while the other receptionist was explaining. Being rude again.... I am really shocked at how the reception team are, bar one who spoke to me. I was then put into a room, and I could hear them talking about me whilst in the room. Completely unprofessional again. The Head nurse came back and listened to everything, we are now at 1 15 mins and explained there was no one on sight to approve the extra dosage! Which was given short. Which I understand but there should be a senior always available on the phone to reach out so the vets can have someone who can make decisions. Options given: you can take it if you pay for the top up and we can sort out after or wait due to having no one on sight or via phone to approve. The nurse was helpful and did as much as she could. What a shame an amazing set of vets, that's let down by a reception team and a system that doesn't support the nursing staff and vets. Abbeyhouse Morley; please train your reception team to be kind, empathic. Please put a better system in place to back up your nurses and vets if an urgent decision needs to be met. Total waiting time: 2 hours sat waiting for a mistake by the vets. Left with no medication. No result..... a list of mistakes Time lost, extra cost for driving over and will have to do a return trip once someone is available to be reached.