Highly disappointed

I was referred to Bryanston Veterinary Hospital (BVH) on 21 July 2026 to have my 7-month-old Golden Retriever examined for severe bilateral hip dysplasia.

A deposit was paid as she needed to be admitted for sedated X-rays.

Later that day, I received a phone call informing me that my dog—despite the referral clearly stating she is female—was repeatedly referred to as “him.” I was simply told that she was not a candidate for DPO/TPO surgery and that I could collect her from 15:00. I naturally expected that the specialist would discuss the findings with me when I arrived.

Instead, I was handed an invoice. There was no consultation with the specialist, no written report, no explanation of the X-ray findings, and no copies of the X-rays after payment.

When my girl was brought to reception, she was being led on a rope around her neck, pulling so hard that she was choking herself while desperately trying to get away. The happy, confident dog I know was visibly distressed. During the drive home she struggled to catch her breath, and it was heartbreaking to see.

I arrived home with a dog who was traumatised—frightened of her own shadow, desperately thirsty and hungry, and with a paw still covered in blood where the IV catheter had been placed.

I am deeply disappointed in the level of communication, compassion, and patient care we experienced at BVH. Owners deserve a proper explanation of their pet’s diagnosis, and animals deserve to be treated with kindness and care throughout their stay. I sincerely hope the hospital invests in better staff training, communication, and handling practices to ensure that no other pet or owner has to go through an experience like this.