Hot

It would be great if you could mention that you found this business on The Good Vet and Pet Guide 

cat and dog trans

West Midlands Referrals - Lichfield

 
4.9 (19)
5 Britannia Way, Britannia Enterprise Park, Lichfield, Staffordshire, WS14 9UY, United Kingdom
01543 414248 / 07944 105501

User reviews

Filters 1 reviews with 3 stars

19 reviews

 
(18)
4 stars
 
(0)
 
(1)
2 stars
 
(0)
1 star
 
(0)
Overall rating 
 
4.9
 
5.0  (19)
 
4.9  (19)
 
5.0  (19)
 
4.8  (19)
 
5.0  (19)
 
4.8  (19)
Back to Listing
Already have an account?
Ratings (the higher the better)
Standard of care
How satisfied were you with the care you and your pet received at this practice?
Communication
Was everything explained clearly to you during your consultation?
Appointment
Were you seen promptly or did you have to wait?
Customer Service
How helpful were the reception / support team?
Value for money
Would you recommend?
Would you recommend this veterinary practice to a friend?
Interested in
Comments
You will be able to upload media right after you submit your review.
1 results - showing 1 - 1  
 
 
(Updated: June 05, 2017)
Overall rating 
 
3.3
Standard of care  
 
5.0
Communication  
 
2.0
Appointment  
 
5.0
Customer Service 
 
2.0
Value for money 
 
5.0
Would you recommend? 
 
1.0

Puppy Magic

I found J. rude used inappropriate language, and I was spoken to like a child, he showed no care or compassion towards me , as I was in bits or my dog .I was told to put my dog on the floor that I couldn't hold her, While she was on the floor she stood up on me on her hind legs, one badly fractured!! 'so I quickly picked her back up, being told she could not be picked up for 6 weeks, he then picked her up off me and walked carrying her into the back ? On return to collect her I was also passed her to me by some one holding her,after being picked up .?? ,Not being fully informed of the insurance details , Even though my insurer had told them on day one, they had not itemised every item, so they were short of paying out 144 pounds, I've had a most traumatic day dealing with my own vets, Lichfield Referals ect when it could have easily been avoided,if they had sent the paperwork asap to my insurer itemised,I have also paid the 2 lots of excess ,one to my vet has been taken,I also paid referals on leaving and after no phone call this afternoon,as promised to refund my excess ,this is now dragging into another day ,hoping for my much needed excess refunded to me as promised.Extremely stressful when this is the time you need support efficency and a vet that doesn't use terms like tits up. That is not professional! , HOWEVER Magic the surgeon who operated on my dog Magic! Was second to none.his manner was perfect,even though he spoke to my friend like Magic was her dog while practically ignoring me,until I told him Magic was my dog.After all I did breed her,was holding her lead blanket and the bill!! His surgery has probably saved my dogs leg .She badly fractured her knee, he said the operation went better than expected,I give the surgery 5 stars, she's doing so well,however I'm supposed to return for 2 check ups and I never want to set foot in the place again,I do not doubt their expertise in helping animals saving legs/lives ect,I just feel the whole thing could have run a whole lot smoother without the stress chasing up paper work,their job not mine ! They just especially Jon ego maniac need to work on their people skills ! Also good value for money !

Owner's reply

1) Relating to holding the pup / putting it on the floor of the consulting room:
If I asked an owner with a dog with a broken leg to place it on the floor, that would be because I was concerned about the pet jumping down and injuring itself further, or else because I was worried that the owner was holding it in such a way that its injured leg was being "scrunched up" which can be painful and cause further injury to soft tissues.
When we carry pets with such injuries, we do so with the injured leg away from the body and hanging free in extension to minimise pain and damage.
If a pet is put on the floor, it obviously can't then fall further, and it can position itself as it wants to maximise its comfort.
Getting an upset and stressed owner to concentrate on the fixation plan and the aftercare implications that they need to thoroughly understand can be a challenge sometimes. In this case I suspect that it would have been a much better idea if I'd taken the patient straight through to the kennels, and then come back and talked to the owner without the distraction of having the pup in the room.

2) Insurance:
Our policy for insurance is clearly explained at
http://www.wm-referrals.com/for-clients/insurance/
Unlike many referral practices, we allow do allow clients to cover their accounts with us with direct insurance claims to save them having to find all of the money at short notice up front. This pup had a fracture, an acute injury, and there will probably have been no time to do a preauthorisation of insurance cover. All we ask is that clients pay their insurance excess to us, and in the unlikely event that this isn't taken off our insurance claim, we then promise to refund them this sum promptly - within a few days.

3) Not realising who the owner was!
We get a wide range of friend and family groups coming into consult rooms with pets. It is often not immediately apparent who the owner is. I'm sure no offence was intended.

4) Use of "inappropriate language":
I'm sorry that the use of the phrase "tits-up" has offended the owner. I accept that this slang phrase is a little vulgar, but I would contend that it is not offensive phraseology, and certainly no offence was intended.

Jon Mills
On behalf of West Midlands Referrals

Was this review helpful to you? 
1 results - showing 1 - 1