New England Animal Hospital

I’ll copy/paste feedback I sent directly to the office on 2/20/21. I’d decided to give them some time to get back to me before I posted publicly - an opportunity, in fairness, to add their response to my review. Unfortunately, nearly a month later, I’ve not received correspondence. “My interactions with staff were frequent this week, and I felt that my concerns were not being taken seriously; I also found the communication between your staff and doctors to be, unfortunately, lacking. After being told to keep the hospital updated on an ongoing issue with my dog, I was shocked and disappointed to find that Dr. Lord was never given details of said issue (vomiting w/ blood, abnormal bowel movements, disinterest in food, lethargy) before our appointment on Wednesday 2/17. I’d even called prior to the appt. to ask if I should send photo evidence of these symptoms to aid the doctor, as my presence isn’t currently allowed inside the office, and was told that he’d call me if he needed them. When he did call post-appt. to let me know a swelling I’d believed conspicuous was simple muscle mass, he was surprised to learn about everything else I’d been calling in about for the last couple of days (these GI issues were THE MOTIVE for the appt. in the first place, the “swelling” was merely something to be checked out as a possible cause or connection). Even more shocking to me was the fact that the doctor didn’t bring my dog back in after learning this new information, simply chalking it up to a change in diet causing stomach upset (despite my explaining that I switch up her food regularly with no issue). When I called your emergency line yesterday (2/19), all but begging for my dog to be seen ASAP (as her bowel movements that morning consisted only of moderate amounts of blood with some mucous - which was, in fact, explained to the staff member who took my call), I was placed on a hold which I ended after no less than 11 minutes. I received a call back another 10 minutes after that, a voicemail suggesting a “bland diet with some medication” (the doctor explicitly told me to avoid a bland diet on 2/17, and what exactly would this medication be treating without having received the proper exam when she saw you prior?), “or, if you want, um, we could definitely have you seen, um, on an emergency basis.” When your call finally came in, I was already in the midst of a frantic trip to an ER in Swansea - where they asked questions and follow-ups, and had me describe symptoms with detail. A theory was formed based on this information, and subsequent bloodwork (which your office failed to consider doing, for reasons which are beyond my plebeian grasp) revealed indications of Hemorrhagic Gastroenteritis, confirming said theory, and for which my dog is currently being treated. To say I’m disappointed from top to bottom would be an understatement. I hope this feedback will be taken seriously and used as a learning experience with future patients.” Read Less

We have been bring our companions here for over 10 years. The staff and doctors are the best in the industry. They take the time and show true care and attention to both you and your pets. We highly recommend them! Read Less