The check-in process at this clinic was chaotic and poorly managed. The receptionist appeared overwhelmed by the volume of clients entering and exiting, creating an atmosphere that was far from the “fear free” environment the clinic advertises.
During my visit, two dogs were barking continuously in the waiting area, causing significant distress to my cat, who is ordinarily very calm but was crying loudly throughout the ordeal.
When I asked whether we could wait in an exam room — which had previously been standard protocol — the receptionist responded defensively and unprofessionally, stating, “Can’t you see I’m busy?” She then struck her pen on the desk and confronted me in the waiting area in front of other clients. This escalated an already stressful situation and only added to the chaos affecting both clients and animals.
It was also concerning that the clinic appeared to abandon procedures that had previously minimized stress and congestion, including:
1. Escorting clients directly into exam rooms upon arrival to avoid exposing animals to crowded waiting areas and barking dogs; and
2. Separating check-ins and check-outs through different entrances/exits to prevent bottlenecks at the front desk.
Instead, the receptionist allowed the desk area to become severely congested rather than requesting assistance or directing departing clients to use the designated checkout area according to clinic protocol.
Equally troubling was my interaction with the individual identifying himself as the clinic manager. His demeanor and presentation were highly unprofessional, and communication was extremely difficult. Despite my repeatedly explaining that I am hearing impaired and asking him several times to speak more clearly, he remained largely inaudible.
More concerning, he cited unspecified “records” as justification for abruptly terminating my cat’s care, yet offered little transparency or explanation regarding those allegations. We have been clients for nearly 5 years and have never had a problem.
My cat, Scout, is currently undergoing treatment and monitoring for a serious thyroid condition at this clinic. Abruptly terminating care in the middle of active treatment — without warning, without consultation with her primary veterinarian, and without ensuring continuity of medication or referral — was deeply unethical and distressing.
Had Dr. Perry, who had been treating Scout, been consulted before this decision was made, she would have known that Scout was in the middle of evaluation for a potentially life-threatening condition and required ongoing medication and monitoring.
Instead, care was terminated abruptly, with no referral assistance and insufficient support to ensure continuity of treatment.
The experience demonstrated a profound lack of professionalism, compassion, and clinical judgment at multiple levels of the practice.
Wonderful practice! They are organized, compassionate, friendly and take great care of their patients. Very grateful for them!
