Vets Now (Hemel Hempstead)

Firstly, being able to park on site removed a lot of stress, as I didnt know the area. Everyone I came into contact with whilst at the vets was kind, honest and supportive. I will be honest and say that my bill was huge, nearly £700, however, it was late at night and I was worried sick. The vet that dealt with me explained the costs of the treatment beforehand, then gave me 5minutes in private to think about my decision to go forward and discuss costs with my family before any treatment was given, which I very much appreciated. Everything was explained clearly to me during the treatment of my dog, who I stayed with. I'm glad to say he seems to be doing ok, however, there is still no sign of the sock!

I am extremely disappointed with my recent experience at Vets Now. Despite raising a formal complaint, the response I received did not address all of my concerns or answer important questions about the care my pet received. The investigation lacked depth, and the outcome left me with more uncertainty than reassurance. My cat was misdiagnosed with a kidney infection but on referral to specialists, it was found that she had an intestinal blockage. They neglected to take into consideration the initial diagnosis of her vets, who said that the problem was gastrointestinal after they transferred her to their care. Her vet's initial diagnosis was not communicated to me until after my formal complaint to Vets Now which I found to be negligent. They carried out various tests, including blood tests, urine samples and abdominal scans which did not show anything in her intestines. My cat was later referred to a specialist (RVC) who was able to diagnose my cat accurately. What was especially worrying was that the tests done on her urine sample at Vets Now did not match with what the specialists found. She did not have a kidney infection, and there was nothing wrong with her kidneys. I was told that she has kidney disease and in their response to my complaint, they claimed that I misheard them and that none of the nurses on duty said this to me. I have not reason to make up a condition and they made it seem like it was my fault for misunderstanding them. I asked a few times when I visited my cat for advise about kidney disease and kidney function and was advised that if she made a full recovery a comprehensive plan to support her kidney function would be discussed with me. As a pet owner, I expect transparency, compassion, and clear communication especially during stressful situations. I escalated this to an independent body and they refuse to add further comments to my concerns so I cant take it any further. Sadly, I did not feel fully heard or supported, and the handling of my case has shaken my trust in any of their services. When looking for a new vet when I moved to a new town, I purposefully avoided vets that use Vets Now for their out-of-hours services. There is nothing that they can do or say that will restore my trust in their services.

Amazing service. My dog was seen quickly, nurse was so friendly and explained the process to me of what was going to happen. I was kept up to date during the process and the on duty vet also came out afterwards to provide additional information. Really lovely team through a very scary experience for me, and very reassuring.

Honestly? Outrageous costs for desperate pet owners who have very sick animals. I was charged twice for blood sampling fees - that wasn’t even the blood tests. The nurse I dealt with was abrasive and dismissive - told me there was no point getting upset, when I thought my cat might be dying, and kept cutting me off when I was trying to describe the worrying symptoms I was seeing. Receptionist was lovely mind you. Helpful, kind and personable.

Brought my cat in this weekend and was really impressed with how quickly they were able to see her. The staff are all wonderful—super friendly, caring, and professional. The vet who saw her was very gentle and empathetic about the pain she was in. I really appreciated the help—such lovely service! :)