I am extremely disappointed with the care and communication we received during the final weeks of our much-loved dog Otto’s life.
Otto had been unwell for several weeks with vomiting, and significant weight loss. Despite repeated visits, his teeth sorted and a scan of his abdomen, he continued to deteriorate.
I sought a second opinion as did not feel there was any urgency, This second vet recommended a full abdominal ultrasound and X-rays where they identified a severely thickened and abnormal section of his intestine. Sadly, Otto was so poorly by this stage that we made the heartbreaking decision to let him go while he was peacefully under anaesthetic. He was only nine.
I am not suggesting White Mill caused Otto’s condition, although I do have concerns about the lack of urgency and follow-up as his symptoms progressed.
What has upset me most is what happened afterwards. I emailed White Mill to tell them Otto had died, explained the serious findings from the second-opinion vet and provided the clinical records. I received no acknowledgement at all – not even a simple “we are sorry for your loss”. Yet they responded to a later email from me on the same day regarding my decision to move my other dogs to another veterinary practice.
I find that incredibly upsetting. After trusting a veterinary practice with a much-loved member of our family, I would expect basic care and compassion when that animal dies.
Sadly, the complete lack of acknowledgement at such a difficult time has left me feeling extremely let down.
Always greated with a smile, ladies on reception are always nice and helpful. When phoning for an appointment, they help to get you in, in a timely manor, depending on your animals need. Recently we had to have a quickly arranged appointment, due to a very high temprature they admitted our elderly dog in to try and reduce her distress. Sadly they tried their best to help her however due to complications, we made the decision to say goodbye. Even then they gave us all the time we needed to say or goodbyes. Then they let us out of a side door, so we didnt have to walk out past a waiting room full of people and their pets. A week or so later we received a card from them, which is a nice touch that shows they care.
Everyone involved in the practice plays their part and we have used this vet service for over 24 years. We would recommend them to everyone, and we will continue to use them.
Good team of vets offering care for pets to large animals
Vets great, some of the receptionist staff requires a training in communication skills. We have missed appointment due to different types of of emergency and I called only 15 minutes later and apologies and asked if we can move it. I have been grounded like a little girl that they are busy and I should call 15 minutes before not 15 minutes after appointment. (Understandable however tone and communication can be handed professionally and gently not abruptly and with condescending tone) looking at the fact that every time we have appointment and we are seen 30- 45 minutes later our call was just in time. Little piece of advice, you don’t know what people are going through personally.. so to keep conversation in nice tone and professional is the least you can do.
Been with white mill vets for 18 years. Had equine vet Robyn Gulley out today to see my asthmatic pony that is having a flare up. From initial phone call to vet arriving was less than 2 hours (non emergency) Robyn checked him over thoroughly and gave him an injection. Was happy to answer any questions too. Lovely experience that put us as a family at ease and the injections seem to help him too
Fantastic family practice! honest approach to care with wonderful service.
We have been with White Mill vets for years, even before they were White Mill. They have always been wonderful.
I had to have my beautiful cat Izzy put to sleep on Monday, bless her heart. She was 16 and had cancer, she had done well but her breathing had become laboured and she had lost her appetite.
Laura and Carli came out to my home. They were so kind and gentle with my Izzy and made this awful, sad time much more bearable. There was no rush and it was all so very peaceful.
They sent me a beautiful condolence card too.
I am beyond grateful for their care and kindness, I will never ever forget it.
Thank you
We have been with White Mill vets for years, even before they were White Mill. They have always been wonderful.
I had to have my beautiful cat Izzy put to sleep on Monday, bless her heart. She was 16 and had cancer, she had done well but her breathing had become laboured and she had lost her appetite.
Laura and Carli came out to my home. They were so kind and gentle with my Izzy and made this awful, sad time much more bearable. There was no rush and it was all so very peaceful.
They sent me a beautiful condolence card too.
I am beyond grateful for their care and kindness, I will never ever forget it.
Thank you
We have had experience of equine visits to home and dog consultations in Aylesham and Sandwich. Kerry, Nick and Ben have all been fantastic. We never felt rushed and they have offered so much help and support. We’re really lucky to have such great vets for our lovely animals
