We are sorry to hear you were disappointed with your first experience at our hospital. We would like to take this opportunity to reply to your review and urge you to contact us directly if you would like to discuss this matter further. When you presented Bonnie to Kincumber Veterinary Hospital, you had advised us that she had been deteriorating over the last week. To get a better understanding of her current condition we offered you a fully itemised estimate diagnostic testing in addition to the urinary test you had directly requested. This was offered for a couple of reasons. Firstly, the medical records transferred from your original vet contained no medial detail of Bonnie's previous examination, medical condition/s or any test results, just simply an abbreviated list of tests which had been performed. We when requested further details from your original vet they were unable to be provided. The lack of medical records left us working from our physical examination alone. Secondly, Bonnie's condition had deteriorated, and we were trying to ensure we were not missing any newly developed condition - you may recall me discussing my concerns about the development of pneumonia with you during the consultation. Within 5 minutes of Bonnie's examination it was discovered that she required oxygen, we took Bonnie to our treatment area and started her on oxygen therapy with you right by her side. Saying good bye to a pet is never easy, and unfortunately for Bonnie she was desperately unwell and could not be taken off oxygen in our intensive care area for you to have time alone with her. You may recall me advising you that to do so would be grossly distressing to Bonnie as she would be unable to breath and would be suffocating. We were able to accommodate both you and your daughter in the room but unfortunately not your other dog, and so I arranged for a nurse to look after him while you stayed with Bonnie. Sadly, there are situations when the goodbyes cannot last as long as we would like or be in such a way that is ideal. Without clients discussing their unique wishes with us, we are unable to try and make alternative arrangements to meet these wishes where possible nor explain why it may not be possible for their wishes to be met. We really try to limit these occasions as much as possible but still put the welfare of the pet first. We have found that most pet owners prefer to settle their account before saying goodbye as this gives them the opportunity to leave after their goodbyes without having to face others in the waiting room when they would just rather leave quietly when they are ready. Again, we apologise that this was not done in the manner that may have allowed you to feel more comfortable, but without any indication from you or your family, we could only do what we have found works in the best interest for our clients in the past. We would again like to extend our sympathy to you and your family for the loss of Bonnie. We realise that you did not expect to lose her so quickly, but unfortunately, she very, very unwell and struggling to breath when you brought her in. Repectfully, Dr Liia Kelman Veterinarian and Hospital Owner.