1 reviews | Active since Sept 2021
SPCA Grassy Park
I have been coming to this SPCA for years and have never had a problem, but because I work during the week, my mother had to bring my dog Mishu in for a check up as she had not eaten for days. They checked her out, sedated her. Told us that she has some gastro problem, and to monitor her for 2 days. Done so....she still had not eaten, my mother took her back on Wednesday 8th September. She had been admitted into the hospital as she needed to be put on a drip. Only on Friday I had recieved a call to say that mishu had gotten tick fever and they would need to immediately treat her for accordingly. The women I spoke to was very kind and had a sweet voice, said she would be monitored and they would give me a call on Saturday or Sunday when she would be ready to collect, she said twice that it will most probably be on Sunday.
Went to the SPCA today, Sunday 12 September. Firstly as I stepped in, the women assisting told us we need to wait outside, in the ugliest tone. (Note: the poster on the outside says maximum 7 people in the reception area the, there were only 4 people seated) The women I spoke to said they don't usually allow visitors, but let me see my dog which was fine. I had explained to her what the women told me on the phone, she rep**** "no, I'm not sure who you spoke to but we don't do enquiries over the weekend" and I cannot take my dog as she has tick fever.
I totally understand that my dog needs to be treated accordingly for whatever symptom they had picked up only 5 days later, but the lack of communication between the staff members and the owners are ridiculous. If I had not gone to visit Mishu, which bare in mind is "not allowed" I would never have known how she was doing. When I asked the women when I can fetch her, she said I can call on Monday between 2pm and 4pm. Not they will call me. The hours of calling are odd. I only get home at 6pm. My dog is not eating and stuck in a cage for 5 days now. It's extremely frustrating.
Best regards,
Best regards,
Dear Reece JThank you for reaching out to us. We pride ourselves in providing a high standard of service delivery, and we are sorry to hear your experience did not meet this standard. We rely on candid feedback to ensure we maintain our client experience and satisfaction at the highest level of primary veterinary care. We initiated an internal investigation to address this incident and have contextualised our response after reviewing the CCTV footage and interviewing our Staff. We have on record that you and your father returned at 11:27. Our attendant was busy tending to another client at the time when she asked you to wait by the door to ensure we enforce our COVID protocols. You and your father were assisted at 11:29, and were taken to see Mishu with the food you brought from home. After your visit, our hospital reception informed you to call between 14:00 – 16:00 for an update the follow day. If there are any serious concerns, our Vet will contact you. We appreciate your concern for Mishu’s wellbeing. She is currently receiving treatment in our high care ICU ward overseen by two vets and is on a drip with additional supportive medication. We will never neglect animals in our care. We are a high volume facility seeing at least 14 patients every hour. Please accept our sincere apologies for any inconvenience caused. Our Staff intended no malice as they take pride in their service in animal welfare.
Best regards,
Dear Reece JThank you for reaching out to us. We pride ourselves in providing a high standard of service delivery, and we are sorry to hear your experience did not meet this standard. We rely on candid feedback to ensure we maintain our client experience and satisfaction at the highest level of primary veterinary care. We initiated an internal investigation to address this incident and have contextualised our response after reviewing the CCTV footage and interviewing our Staff. We have on record that you and your father returned at 11:27. Our attendant was busy tending to another client at the time when she asked you to wait by the door to ensure we enforce our COVID protocols. You and your father were assisted at 11:29, and were taken to see Mishu with the food you brought from home. After your visit, our hospital reception informed you to call between 14:00 – 16:00 for an update the follow day. If there are any serious concerns, our Vet will contact you. We appreciate your concern for Mishu’s wellbeing. She is currently receiving treatment in our high care ICU ward overseen by two vets and is on a drip with additional supportive medication. We will never neglect animals in our care. We are a high volume facility seeing at least 14 patients every hour. Please accept our sincere apologies for any inconvenience caused. Our Staff intended no malice as they take pride in their service in animal welfare.
Best regards,