We had great experiences with Willard until yesterday when our dog went in for surgery. Everyone has always been very nice and helpful and our dog has had excellent care there. A series of clerical errors and misinformation lead to this review.
There were three problems yesterday. First, in trying to plan my day around my dog's surgery, I asked questions like, when should I bring him in? What time do the surgeries start? Around when can he be picked up? Depending on who I talked to at reception, those answers changed every time I asked. I had no idea how to plan the logistics until the day of.
Second, they said that they sent the pain prescription to the pharmacy earlier in the day, and so my partner decided to pick it up on the way to getting our dog from the vet. When he arrived, the pharmacy did not have any prescription for us, so my partner then went to the vet. He asked the receptionist about the prescription. She said that they sent it and that it should be there. Turns out, after two trips to the pharmacy and a 45 minute state of confusion in the pharmacy with a sad dog in pain in the car, the pharmacy discovered that the vet clinic sent the prescription WITHOUT ANY IDENTIFYING INFORMATION ON IT. No name. Just a fax without any mention of who the prescription was for.
The third issue was that the receptionist experienced a card error when processing our payment and instead of being careful about it, she proceeded to empty our bank account by trying it over and over again. My partner had to stop her from trying it a fourth time. By then, the card was declining because we had no money left. My partner spoke with the vet's accountant today, who was very helpful, and we are working through the payment issue, though at this time it is still not resolved.
We moved and wanted to keep bringing our dog to Willard at least through the surgery, even though it was an hour away. We already were planning on finding a new vet closer to us, but this made it an easier decision to part ways with Willard.
Hi Ms. Walsh,
We're sorry to hear about your experience with your dog's neuter. When there are multiple surgeries scheduled, we don't always know in which order the doctor will perform procedures. Every animal is different in terms of how long they take to wake up from anesthesia and this in turn dictates what time they are ready to go home that evening. We know surgery days are stressful for owners, so we have discussed this constructive criticism with our front desk for future scheduling purposes. In regards to your issues with the prescription, we always send our prescriptions in attached to a piece of paper containing identifying information (the patient's name, date of birth, and breed, along with the owner's last name, address and phone number). This is required for the script we send in, Tramadol, since it is a controlled substance. We also call in the prescription to the pharmacy, again because it's controlled.
I'm glad that our office manager was able to help with your payment situation. Unfortunately we have recently installed a new credit card system and have been working out the kinks, so we do apologize for the issue you experienced. If you would like to discuss any issues further, please call us at 617-773-6565 at any time. If you need anything else from us in terms of Pippin's care, please don't hesitate to ask.