As we all know; 1st impressions are absolutely everything. Unfortunately my 1st impression of VOSM was not welcoming or pleasant at all. Our vet, Dr. Cudjik spoke very highly of VOSM on our visit to his office on 2/7/18. He is confident that our puppy's fracture will be repaired by experts in the field. Before he left his office he had SC's x-rays and H&P emailed over to VOSM to "get the ball rolling." He informed us to call VOSM that evening to schedule a consultation and possible surgery.
That evening I did as instructed and called. The lady answered and hastily informed that there were customers in front of me and I would have to be placed on hold. This was not a problem and I patiently waited on hold for her to return to the phone. When she returned I informed her that my vet had informed us to call about a new admit.
She interrupted and informed me that she was the only one working and was very busy. She requested that I go to the website and enter SC's information on the website. I informed her that we were informed that SC's information had already been emailed. She disputed this claim stating; she has been the "only one checking emails" and had not seen it. I asked her was she sure and she said without hesitation that she had not received it. She hastily said she had to place me on another hold. Of course my husband and I are looking at each other like "what just happened" (we were on speaker phone). When she returned this time; the phone disconnected. I did not even bother calling back. We were put off by her tone and haste.
We called Dr. Cudjik's office to clarify, and they assured us that they had sent the email with x-rays and h&p. Dr. Cudjik's office placed me on hold while they quickly made a call to VOSM. They reported that they spoke with VOSM and confirmed all information was sent. They informed me that I should call VOSM yet again to schedule consultation and possible surgery.
As you can imagine; at this point my husband and I were highly frustrated. We hang up from Dr. Cudjik's office and immediately VOSM is calling back. It is the same exact lady, however this time her tone has all together changed. She was very pleasant and very apologetic about the "confusion." Admittedly, she was remorseful, however the damage had already been done, and the 1st impression lost. She reported that she had, indeed, received the email and was ready to schedule our puppy for consultation and surgery the very next day.
My husband and I begrudgingly scheduled based upon Dr. Cudjik's confidence in this practice, however, honestly speaking we have a bitter taste in our mouths about this encounter. My husband and I both work in healthcare and understand the pressures that the field can produce, however this experience was less than shining for VOSM.
I would suggest hiring more staff on evenings to answer calls so that those answering the calls do not transfer their stress to the customer. Maybe some customer service training is be called for.
Otherwise; our experience has been top notch, and I see why Dr. Cudjik speaks so highly of VOSM. Ms. Maryland (sp) has been great and very kind. We appreciate her kindness during this most stressful time in our lives.
Thank you for the opportunity to share our experience.