I attended the PDSA Coventry out of hours service at 2am on a Sunday morning with my dog, who was in severe pain and extremely unwell. I was already distressed and worried, so the experience that followed was incredibly upsetting.
From the moment I arrived, the receptionist was rude and unwelcoming. There was no empathy or understanding of the situation, despite it being an emergency visit in the middle of the night. I was told to sit and wait, even though nobody else was there, and ended up waiting around half an hour to be seen. I had been sent there by vets now and the receptions was also extremely rude on arrival as “they weren’t expecting me”.
When we were finally called through, the vet appeared disinterested and dismissive and had clearly just woken up from a sleep. My dog was barely examined, and I was quickly told there was nothing they could do and to see my regular vet on Monday. There was no real attempt to investigate the issue or provide reassurance. I had to push just to get pain relief for my dog, which should not have been necessary given how much discomfort she was clearly in.
The main focus seemed to be on the cost, whereas my only concern was making sure my dog was not suffering. It was extremely disappointing and upsetting.
While waiting, I also overheard the receptionist speaking very rudely to another client on the phone, telling them their pet was not registered and stating, “the only dog we have registered says it’s dead,” which I found completely inappropriate and insensitive.
I left feeling distressed and unsupported and immediately went to The Willows for a second opinion.
I would not return and cannot recommend this practice based on my experience.
Polite helped hooch quickly and calmly
Save my boy they are the best
The only thing that was good was the actual vets themselves, my senior boy went in for a consultation to have a dental before Christmas and i got it scheduled in for January 2nd (fantastic for me because i have anxiety around christmas time when everyones a bit more on edge than usual) Paid the initial consultation fee when i got into the reception which was fine, my vet told me i could make a small donation towards a deposit and pay the rest before the appointment but nooo i get to the reception and the girl there with dark hair and glasses basically spoke to me like i’m an idiot (assuming because she thought i was too young and naive to understand what a deposit was) however i am entitled to LOW cost treatment and had just paid £25 but I was basically given 24h to round up another £50 for the deposit otherwise my appointment would be cancelled yet it wasn’t until January so not quite sure why it was that urgent that i paid within the 24h but whatever I paid thats fine. Skip forward to the appointment for his surgery, I went in early as we walk because PDSA is relatively close to our home, checked in was completely fine apart from that one receptionist that everyone else has mentioned looked so glum and just told me to take a seat, fine understandable it was before 9am some people take a bit of time to defrost, we came with a pet stroller because my cat is a senior cat who absolutely hates the standard cat carrier and is absolutely terrified of it the vet said it was completely fine and they would transfer him in a cage like box which is okay for him because he wouldn’t be in it for very long, time rolls around i get the call that he did perfectly and that i could pick him up at 5, we arrived early again just because I was eager to see my boy and the receptionist who was LITERALLY there when i dropped him off in the stroller asked if I had a carrier which i pointed at his stroller and said that it was perfectly safe because he has a harness with the attachments and i literally heard her moaning about the fact that it was a pram to the vet and the lady who took the stroller back to him to get him ready to come out was literally completely fine with it and put his jumper back on and his harness and he was safe and secure like… So then they said they would call me TODAY aka Monday to check in on how his recovery is going and I waited around all day for the phone call and never received one with no communication whatsoever from the vets.. fairly disappointed with my encounter because to say it’s a charity who are supposed to be the MOST considerate to circumstances all they seemed to care about what making a profit off of my boy, to add to this quickly make sure you have extra money seeing as apparently the cost of the deposit and the actual appointment didnt cover the cost for his medication which fair enough it wasn’t that expensive but I was not expecting to have paid closer to £400 when the actual dental itself was £350.. UPDATE: It is now 9pm on Wednesday and I have still not received a call from the vet who did my cat’s dental or even the reception team for that matter, I am not surprised at all and genuinely disappointed, definitely more clear to me that this was their way of making a quick profit off of my cat and not being there to at least give some aftercare advice, luckily google is my friend and this is not my main vet and quite frankly i’m happy it isn’t, after almost a week since his surgery i’m appalled and I hope a staff member reads this and learns to do better on their promise as being their for your animals best interests.
Very helpful. Good service. Great staff
So kind took my little fur baby
I donated £50 for them to give me the bare minimum medication. I had to push for anti biotics for my cat & he started to get better but wasn’t enough to fix the issue so now I have to go back for a 3rd time. I won’t be donating again this is ridiculous & he wasn’t even checked over properly
If I could put 0 stars I would. Vile staff, no heart, rude and all they care about is taking money. My cat has been ill for days. They took him away, God know what they did. Brought him back out and told me to pay £620. And the verdict wasn’t even told by the vet, it was told by admin team who very quickly said ”i don’t know im not clinical”… so what am I paying all this money for when I can’t even speak to the vet to see what has gone on? She couldn’t answer any questions and got really arsy! She told me I couldn’t pay on my own insurance the way I wanted to and tried to insist my insurance go through them. When I told her absolutely not and I do as I please she ran out of the room. Before that she told me how dare I be so demanding ”the vet is trying to save a dog”. Erm yeah that’s great, that’s the vet’s job. And my cat is no less important especially when you are asking that kind of money. Anyway, it was only after I kicked up a fuss to speak to someone competent to find out what they did to my cat they all of a sudden had a nurse free. She explained what they had done, what the next steps are etc. And as I was leaving they decided to jab my cat with anti sickness drugs. Could that not have been done during treatment? God save Broadland vets I tell ya. Best vets ever. You should learn from them you weirdos. PDSA only takes advantage because they’re the only option for emergencies and out of hour treatment that’s why they behave that way because people have nowhere else to go in an emergency. People do not take your pets to this clown house.
