Northpoint Veterinary Hospital

I have been a client of Northpoint veterinary hospital for over 10 years. Me and my present and past cats have always been treated with respect and caring hand's by ALL Dr.'s and staff. The Dr.'s and staff have treated my animals as if they were their own fur babies. I will continue to bring all my future animals to this animal hospital. THANK YOU Dr's and staff for making me and my animals feel happy and comfortable in your care. Read Less

Dr. Pannu is abrasive and made our dog extremely anxious. She falsified written information following a procedure that went wrong after we filed a complaint. Our dog went in for an ultrasound and blood work and ended up in the ER on oxygen for 35 hours at OUR expense! The practises of this newly licensed vet are highly unethical, under investigation. Dr. K (owner) was very calming with our dog. However when we scheduled a visit specifically with him he left the exam to go check medication doses and never came back instead passed the visit over to Dr. P and did not return to answer our questions. He made notes in our dogs file NEVER to use a particular sedative that our dog reacted to under Dr. Ps care and offered to try doing the next procedure without sedation as when he observed our dog he seemed calm enough to be able to do so. The day of the procedure his name was the Dr. we signed for on the procedure consent form yet when we came to pick up our pet and we noticed he was unwell immediately and asked to speak to him we were told he had gone home. When we requested the clinical notes we found out that he was NOT even in with our dog for the procedure AT ALL! We also found out from those records that the same sedative and the same dose of it that caused a reaction last time that we explicitly had Dr. K document in the file was used AGAIN by Dr. P and it caused our dog to end up in the ER and we had to be told to euthanize him!!! Dr. K advised through his technician to stop our dogs diuretic medication until results came back yet when we got to the ER the x ray showed his lungs were full of fluid yet Dr. P claims she listened to his lungs ANY professional vet would have heard lung crackling however Dr. P only amended her clinical notes to state that she listened to our dogs lungs AFTER the ER report came and we asked for the file. Dr. C (owner) violates confidentiality against his own office policy and also falsely interprets information relayed to him by his staff to support a narrative that is in their offices favour to protect them from legal ramifications. Unethical. Dr. C claims our dog ended up in the ER because we refused to do the x Ray. He doesn’t address that fact that Dr. K had told us we could do the procedures with no sedation on separate days to reduce the stress on our dog. He also doesn’t address that his front desk staff that took our dog in on the morning of the procedure advised us that x rays had NOT been recommended this time???? Dr. C claimed he reviewed surveillance and our dog was not breathing the way we sent him a video that he was at home he accused me of taking that video some time later yet I offered to prove the time. I even mentioned to check the clinical note that Gabriella noted part of my complaint Chelsea was the RVT responsible for our dog during his procedure and she has no seeming knowledge of how to work with an anxious teacup senior dog. He had 6 puncture holes in his one front leg from missed IV site attempts! We went to a new clinic trained for anxious animals and they used NO sedation, let us be present in the room, were aware of his nature used a cone NEVER attempted the front leg only the back leg so he doesn’t get more anxious seeing you coming and used a tiny needle the size of a sewing needle and in 1 attempt drew blood from his tiny leg vein! But this clinic and their staff couldn’t even draw blood properly! They stressed our dog out causing crisis. After leaving the ER spending a week or more giving 24/7 care at home we were able to against the vet threats save our dog he didn’t die but required constant care because of this clinics negligence. Now he has a great QOL and a great new vet and team elsewhere caring for him!! Gabriella is listed as a RVT as of 2023 on this office website however when filing a complaint with the college you are made aware they are NOT a registered staff member. We specifically asked to speak with Dr. K, the doctor we had booked the procedure with that never was involved that we found out later. Gabriella jumped in and said she would handle us and took us in a room but left us waiting for some time before finally bringing our dog to us despite their calling that he was ready to be brought home. I asked her specifically “why is he breathing like that” she told me it was due to the opioid they had given him but did not advise me it was the same brand and dose on file they were instructed NOT to give by Dr. K. Gabriella also said it was temporary and may last a few hours but that he was anxious. She said we are here for you we are open until 6pm call if anything. So at 5pm when my husband called the tune had totally changed we were not told to come in for the “registered” staff to look at him instead we were told by Gabriella I don’t have a doctor here he should be fine if his tongue is turning blue then go to the ER. Yet their consent form for sedation says if any emergency arises they will take care of it and even Dr. P when she called to advise they have to give some mild sedation but he will be totally fine added but if any emergency we will be here to help.That wasn’t true! In the interim we needed to order our dogs medications there until the new vet could see him and wanted to deal with Dr. K and were very untrusting on the phone speaking with Chelsea for VERY obvious reason yet she had the audacity to tell us ‘we don’t want to loose you as patients but if you don’t have trust you can go elsewhere’ we said; we are, but in the meantime, we paid your office $400 for these medications and expect dosing instruction from the vet that ordered it. Luna called initially to tell us medication options before this procedure or crisis took place. We told her our dog was so picky with eating and we didn’t think we could “pill” him so we asked about other options. She suggested liquid which was a great suggestion however we told her that Dr. P had told us that we could not use it because they had a dog that was taking liquid and the cardiologist told them to stop because it was ineffective so Luna suggested chewables but we asked if these were small enough to pill if necessary as he was only 5lbs we didn’t want to risk choking with a collapsed trachea but knew getting him I eat them would be an issue she said yes. Turns out the chewables were huge and we could not pill them and we had to always have meat available to mix but that was a concern because of too much protein. Funny the day of the procedure we gave them the chicken and chewable and said we were not sure if he could take before the procedure so we gave it to them if that’s Ok they took it but never told us only by reading the notes I found out they NEVER administered the dose. From telling us it was easy to give these “professionals” couldn’t even do it and didn’t even disclose to us he missed it!! I also spoke to their cardiologist myself because we paid for his ultrasound and he advised he does not advise against liquid form and explained exactly what he supports. Funny at the new vet the liquid is fully supported too and is MUCH LESS expensive so obviously Dr. Pannu advised against liquid because it’s $55 a month instead of $395! Both are compounds so have equal efficacy ACTUALLY! But the chewable needed extra protein for a dog with kidney disease and extra stress!! Dr. C to cover himself from malpractice amended the clinical note to say he called someone else in our family that he had no consent to breach confidentiality to do so he could note that he told them our dog was in crisis because my husband declined the x Ray. What a sad excuse from a vet. Not that they took him off the diuretic, or didn’t listen to his lungs, or advised us that it could be done separate days too. Or that this staff member argued he didn’t even order it to begin with! Wow the lies are insurmountable and this is being taken to court. Front Desk Staff were always understaffed and excessively occupied, leading to disorganization and poor communication. Once we were told by administrative staff that we could put the urine sample in the fridge overnight prior to attending an appointment then when we got there with it, we were told to redo it the following morning and drop it off as it had to be from the morning and could not be refrigerated as per Dr. P. The amount of times this office had contradictions and miscommunications between staff and doctors all not on the same page, was unreal. Another time we were told an appointment time that kept changing from what we were told in person, on voicemail, on email and when we called in, it ranged from 8, 8:30, 9, 9:30am. When calling to clarify why this kept changing, we were given attitude. Certain staff members are poor at active listening and like to talk over you when you are speaking or talk down to you. We were sold expired canned dog food as well. The worst was when we dropped our dog for a procedure and had to sign the procedure form and it just said ultrasound and we asked what about the bloodwork and X Ray that I was calling and emailing back and forth trying to confirm all were booked with all the time mix ups so many times already? We were told by the front desk staff x rays were not recommended today. No registered staff member or doctor was called over to clarify. We had to pull out the paper quote we were given when booking to ask if they were sure? They said yes you did it last time. Then later said oo actually it was here but by that time it felt like a money grab as we had to fight so many times to see if the dog actually needed this as it obviously didn't seem urgent or documented by the staff after asking several times to ensure it was booked accordingly. Since our dog was already doing an ultrasound and they didn’t even seem to think he needed it my husband said we can skip it then. Dr. K had already told us the procedures could be done on separate days if we wanted to reduce stress especially if we wanted to try without sedation. Dr. P called us a while later to ask if they could give some mild sedation but never took the opportunity to explain why an X Ray was needed or different from the ultrasound and Dr. K who we thought was doing the visit that we signed our consent to his care on the procedure consent form was nowhere to be found which we didn't find out until we requested clinical notes. YET when our dog ended up in the ER with an almost $4000 bill, despite their consent form and their staff and doctor claiming we would have their full support in the event of an emergency we were refused care and were stuck with the bill despite asking them to own up to their involvement in our dog reaching a point that we were told to euthanize him as a result of their negligence. Instead one of the owners, Dr. C called a family member not listed on the file so he could note he told them it was my our fault this happened because we declined the x ray, how ironic. Read Less

Our experience is always good. They treat our fur babies like family. I never worry leaving them for a procedure as the staff and doctors are fully knowledgeable. I love how accommodating they are. Fantastic veterinary hospital. I highly recommend Northpoint Read Less