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| - Summary: Horrible reception staff and the office is too busy to provide quality care.
I first took my cat there after moving back to Avon Lake on an emergency visit and truthfully, it was a great experience. Dr. Dodson on staff is amazing and I felt that she truly cared and she took extra time to explain her recommendations and interventions as well as ask open-ended questions.
However, my follow-up encounters did not follow suit. Dr. Dodson was on maternity leave so I was given another vet to see. I arrived to my scheduled appointment 15 minutes early, saw patients who had arrived after me get seen before me, waited 35 minutes before complaining that my cat was getting agitated being in her carrier before the receptionists had the good sense to give me one of the open rooms to at least let me cat out of the confined carrier. There was no continuity of care, had to reexplain everything, was there for over an hour for just blood work, charged for a full visit, and after opting to have the vet call me back with the results of the blood work so we could head home - didn't get a call back until 11 pm that night. Fine. I changed the medication regimen the way the vet recommended and my cat was stable for awhile.
Almost three months later, my cat then started having acute exacerbation of her issues and wanting to have continuity of care, called to Avon Lake Animal Clinic. I left a message w/ my vet who did advise that her hours had changed and that it may take 48-72 hours for a callback. My cat then has worsening of symptoms, so I call back and ask to speak with another vet on staff. I'm told by the office staff that all the other vets are just so busy that no one can break to answer my brief questions on whether or not I should bring her emergently in or if I can just schedule the next regular appointment. I'm told my regular vet will be in at 3 pm and that the receptionist will leave her another message to call me when she gets in. I call back at 4 pm to have another, different receptionist rudely tell me that my vet is far too busy to check her voicemails right when she gets in and that she'll leave her another message to contact me. She gives me general advice that I don't need to bring her in at this time unless she has a seizure that she can't break out of. I didn't receive a call that night from my vet.
I call back the next day, explain that I made multiple attempts to contact my vet - or even a professional who can give me advice on what I can best do in this moment to help my cat - yesterday. I am very upset at this point and receive no compassion whatsoever from the receptionist. She snottily tells me that "vets are like regular people doctors who aren't able to just chat on the phone." As a follow-up, this person tells me that she can tell me whether or not I should bring her in emergently, gives me contradictory advice from the person I spoke with yesterday, and then when I ask for confirmation of what I should do, very curtly says "I don't know. I'm not with the animal in person like you are." Wooooow.
I got off the phone and started crying. My cat is like my family member and as a healthcare professional, I can't image speaking to anyone, much less a patient/client with a sick loved one, in this manner. My previous vet from my prior residence (who is an hour away) was much more helpful and caring in this instance and set the bar high. I will never bring my cat back to this place d/t the lack of genuine concern and common courtesy and I don't advise that you bring your pets here either.
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