Mobile Vet Newcastle

Do not use unless your absolutely desperate. Our experience was horrible. Since they have no email address listed for feedback I will put the email i intended on sending them here: I just wanted to provide some feedback on a recent experience we had with a member of your staff. I know this is a lengthy email but I would greatly appreciate it if you would read it and potentially take on the feedback to discuss with the staff member involved. My family brought our white boxer ‘Mister’ in the past week and he spent the evening getting a number of tests. He was diagnosed with pancreatitis and discharged with a bill of approx. $1400. My aunt picked him up and was told the information about what had occurred would be on the bill. She was charged the $1400 but the bill was incomplete and only seemed to have 1 of 2 paged printed so we are still unsure of what over $800 of the bill was actually for. She felt pushed out the door. While she was waiting out the front, getting ready to leave, the vet did in fact come out and explain things to her briefly. She still however had allot of questions that everyone seemed too busy to answer. Regardless we took him home with no complaints and continued his new diet. He rapidly deteriorated yesterday, with his back legs becoming completely paralyzed and his breathing becoming strained. We contacted your front desk to get some advice, even though we knew it was the end for Mister. The first girl who answered (Jo) was very accommodating and when my mother (who is on a disability pension) told her, in tears, that she had no more money left to further assess Mister, she was told not to worry about the bill and that your facility would send a vehicle to pick up mister (as mum and I could not lift him) and assess him. She was to call back in 10 minutes after speaking to the vet. We did not receive a call back. We called once roughly 10 minutes had passed, Mister was continuing to get worse. His tongue now had a blue tinge and his breathing was erratic. Our family member was slowly dying in front of us. Another lady answered the phone this time. Her words and attitude can only be described as sickening. Mum explained we were waiting on a call back in regard to Mister. This lady said the vet had now left (he was there 10 minutes prior and was meant to be calling us back?) and they could offer us no help. She told us not to bring him in as there was no vet onsite and they could offer us no assistance. My mother, crying, asked what had changed in the last ten minutes and what she was meant to do now as she had already spent her entire disability pension this week for his treatment and couldn’t afford to take him to another vet who would charge to euthanize him. The lady advised us we could wait until the morning to bring him in or we could “do the right thing” and find somewhere else to take him and pay. Mum was very taken back by this rude comment in a time when she was already distraught, watching a family member die in front of her. The lady on the other end of the phone continued to be rude and tell my mother she had no further advise for us. Mum at this point said I’d rather financially struggle and pay someone else to see him than bring him back to a facility which has such a callous person working there. The lady then asked “well why are you ringing us then?” We both sat in utter disbelief that a vet worker would have such little compassion and such a poor attitude towards clients whose dog was rapidly deteriorating in front of us. She did not offer us the contact details of any other vets. Mum then asked for the ladies’ name between 4-5 times, to which the lady declined to advise what her first name was. She said I’ve said my name at the start of the conversation and I won’t say it again. Her tone was extremely rude at this stage. She continued to decline to give her name (which to me is pretty telling that she did not want to be held responsible for her behavior) and told mum, who was crying, that she had given all the advice she was going to give and hung up on us as our dog lay distressed with difficulty breathing in front of us. She did not bother to pass on the details on any other vets. We rushed him, with great difficulty, to a vet in Wallsend, who attempted to ring your clinic multiple times to get Misters treatment history. There was no answer. Mister was then euthanized, at this point paralyzed, incontinent and struggling to breathe. I do hope that you will read the entirety of this long email. I understand that your colleagues work in a high stress environment and deal with people who are very emotional on a regular basis. I would know, I am an emergency nurse. But the way in which your colleague dealt with a distressed client was truly horrible. If I were to deal with a family member of a patient in that way at work I would be disciplined and re-educated on ethical and compassionate care. I look forward to your response. Read Less

Paul and his amazing team from Mobile Vet Newcastle are wonderful. I don’t drive and love the convenience Mobile Vet Newcastle has to offer from General vet checks to Microchipping, Grooming, Vaccinations etc. Paul and his staff are always friendly, professional and helpful they treated our Labrador Ruby for 14 years with the upmost care and I am sure they will continue to do so with our Cavoodle Chiko. With your pets health and well-being as their highest priority you can trust the team at Mobile Vet Newcastle to provide you and your beloved pet with the care they deserve. Lisa Dobson Read Less

I have been using mobile vet for over 10 years as it is very convenient for me. In all those years I have been very pleased with the service I have received. The staff are all very pleasant to deal with. I recommend Mobile Vet Newcastle to any one. Read Less