RANT EN DAL ANIMAL HOSPITAL

Luka deserved better

I am writing this letter to express my profound disappointment and dissatisfaction with the care, communication, and lack of compassion shown by your veterinary clinic during one of the most heartbreaking experiences of my life. On Thursday evening, I brought my beloved Great Dane, Luka, to your clinic for an emergency splenectomy. I was specifically referred to your practice because I was assured that you provide 24-hour care and that the post-operative monitoring was of the utmost importance. Before leaving, I was asked to pay a 40% deposit, which I did without hesitation. Your staff also took two contact numbers to ensure I could be reached at any time should there be any change in Luka's condition. That phone call never came. My family and I spent the entire night anxiously watching our phones, waiting for an update. At approximately 06:15 on Friday morning, I eventually managed to get hold of the veterinarian myself. I was told that the operation had gone well and that Luka had been checked during rounds at around 01:00 and was doing well. When I questioned why no one had contacted us, I was simply told, "We tried to phone you, but never mind that." It is not "never mind." We were waiting desperately for any news. You had two contact numbers, and not one successful attempt was made to inform us of Luka's condition. Then, at approximately 08:00, I received the devastating call informing me that Luka had passed away. I advised the clinic that I would collect her body at 13:00 that afternoon. When I arrived at approximately 13:10, I asked to speak to the veterinarian because I still had many unanswered questions. Instead of receiving empathy or clear explanations, I experienced what felt like defensiveness and blame shifting. What happened next was beyond comprehension. I was informed that the company responsible for collecting deceased animals had already taken Luka that morning. Imagine arriving at a hospital to collect your child, only to be told that their body had already been removed without your knowledge or consent. That is the level of shock and heartbreak I experienced. After more excuses and further blame shifting, I eventually received Luka back at approximately 18:00 that evening. She was transported on the back of a bakkie, uncovered, without dignity, without respect, as though she were nothing more than cargo. That image will remain with me forever. Luka was not just a dog. She was my family, my guardian, my companion, and one of the greatest loves of my life. After everything she had been through, the very least she deserved was to be treated with dignity and compassion in death. Ironically, the people waiting to help us bury her demonstrated more humanity than the veterinary clinic entrusted with her care. They gently carried her, climbed into the grave themselves, laid her down softly, bowed their heads, and carefully covered her resting place with respect. Not once did they treat her carelessly. That is the compassion I expected from a clinic that promotes itself as being run by animal *****s. I understand that not every life can be saved. I do not expect miracles. What I do expect is honest communication, accountability, empathy, and dignity for both the animals entrusted to your care and the families who love them. The failures in communication, the lack of accountability, the unauthorized removal of Luka's body, and the undignified manner in which she was ultimately returned to me have added immeasurably to an already devastating loss. I sincerely hope that by sharing this experience, meaningful changes will be made so that no other family has to endure what we have. Luka deserved better.