We were automatically forwarded to this 24h vet hospital when we phoned our own vet after hours. They were somewhat confused that we didn't know who they were or where they were located. Once we got there and admitted our cat, the vet was fine, and we got our procedures and meds in due course. On checkout, the receptionist asked if we had the cat. We were like "uh...no, we hope you do!". The bill was presented and we were asked to pay without anyone showing us the bill, then when we got an itemized version, we actively had to ask the technician to explain what was what. When we explained that we hadn't spoken to the vet yet after the procedures, they apologized and started to understand our dismay. It was probably a little pricey, but I understand that manning a clinic 24/7 with all that staff costs $$$. As I said, the emergency vet was fine, but it would seem the front line staff need to be better organized and more customer oriented.