Vets Now - Sutton Reviews 132

Paige and her team acted so quickly in getting a diagnosis for our cat Mylo, I know he wouldn't be here if not. We will be forever thankful

There was a long wait, staff was kind, it would have been helpful to know the length of wait, but were happy with visit once we were seen.

Very expensive. We were sent home with pain killers on a bank holiday Sunday and had to wait until our own vet opened on Tuesday to get proper treatment, which cost less than the what we paid on the Sunday

Sutton Vets Now provides out of hours emergency cover for our usual practice in Redhill. This was the first time we have had to use this service. We were absolutely impressed with the service.

Holly took our call and was excellent in terms of being professional and friendly. She promptly assessed our needs and gave us clear instruction as to possible costs and location. We were also send a SMS with location details.

On arrival we were welcomed by very pleasant, professional staff and the practice itself was modern, professional and clean.

We had a very small wait time and we were introduced to our Vet. A shame I cannot recollect her name but she was very thorough, professional and engaged. We had absolute confidence in her quickly despite never meeting her before. We are both medical ourselves and the treatment provided was in line with what we anticipated.

Subsequent billing, receipts etc were all efficiently and effectively processed and as per our experience mirrored the same level of professionalism.

We were very impressed and have no hesitation in using this practice again.

I called them in a emergency for my dog, they were very helpful and understanding the problem, sure me straight away and took wonderful care of my baby, he's doing wonderful after the vista.

They were very efficient booking me in, Paige the vet was lovely with my cat, and explained all the options. They helped me get a taxi home when the consultation was finished and got me something to drink. Can't fault them.

Unfortunately, we have had to use this out-of-hours service several times this year as our dog has several health conditions.
The level of service from the vets is hit-and-miss. We have seen an excellent vet, we have seen a hopeless vet who entirely misdiagnosed our pet (she told us he was dying, there was nothing she could do - this was not the case at all), and we have seen an ok vet.
The wait to be seen can be lengthy. We have rarely arrived to find a receptionist available or had a receptionist available when we need to pay and leave.
On a previous visit, our dog was admitted for the weekend. We were promised regular updates which never came. On the second day, we got fed up and turned up to see him. The staff were sitting chatting when we arrived and throughout our visit so it is hard to understand how they were 'busy' and unable to call us. When we were taken to the kennels, I was shocked to see what appeared to be mildew on the rooflights (or at least remnants of mildew - either way it didn't fill me with confidence).
Claiming back the eye-watering costs has never been easy. The clinic has always emailed an invoice promptly. However, they have not always sent the link to the claims service. The claims service did not send the claim to the insurer promptly and when they did, they made errors. They have the cheek to charge £25 for this 'service', this is on top of the inflated prices they charge for consultation, admissions and drugs.

I appreciate there are extra charges involved in out-of-hours care. However, the care and customer service is not always of a good standard.

We rushed our Spaniel in after she was poisoned, the staff were amazing and really professional, they put us at ease immediately and constantly updated us. I don't belong to these vets but I'd have no issues returning and would recommend 100%.

Great friendly helpful staff. Special thanks to Beth for all her support with my dog - Rex

Turned my puppy who has seizures, and given ok to go lady took my pup out back come back few min later flopped him back in my arms told he to drive over hour and 20 min and gave me to put up his bottom if a fit last more than 2 min wen I said I'm disabled and can't get him there girl said well you have a car don't you. Nuffield said.

I took my cat for the night to the vets now and I had great experience with great customer service at the reception and a lovely nurse!!

A brilliant team that helped me with my Daschund when I was in a blind panic as she was choking, really friendly staff who kept me informed throughout, can’t thank them enough

I found the vets very helpful and had a really good way with my dog.

Vets Now have cared for my dog on 3 separate occasions now, all times overnight care. Each time I have received the same high standard of care. I’ve appreciated their honesty and empathy in what has been a very difficult time. This 3rd time around, sadly my beloved Darcy had to be put to sleep, however the compassion of every single person in the team showed (and in Maven Vets too) was second to none. I was actually quite relieved when they said she was too poorly to be transferred to my original vet as I am not convinced she would have received the same treatment. I particularly appreciated the card and seeds sent by Vets Now after her passing. This was a very thoughtful touch and just goes to show their empathy - my ‘normal’ vet hasn’t even made contact, let alone to offer any condolences. Thank you to Vets Now for the care you gave to my sweet baby in her last hours, I will forever be grateful 🥲 xxx

We visited when we were very distraught after our dog had be savaged by a bigger dog...
The staff and service was very good and they explained everything and how much it would cost.
They even help you with claiming on your pet insurance.
I don't want to say I will visit them again as I don't really want to...
But you know what I mean

I can’t fault the team in anyway when we visited with our bearded dragon they were all so friendly and empathetic.
However no one on site had enough knowledge about exotic animals to diagnose the problems with our pet and a specialist was unable to be reached.

Once again, when we needed them, they were there. Calm friendly helpful, reassuring and very caring.
The vet Steffi spent time with us, explaining everything. She was so kind and compassionate

The communication every day, twice a day and the reassurance in allowing us time to visit our dogs made this horrific time easier. The love and care given by everyone there is faultless

Amazing staff and service honestly felt so comfortable with how my dog was dealt with while he stayed there

Wonderful vet (apologies, I have forgotten her name) - very thorough and explained everything extremely well. Bit of a wait, but that was completely understandable given it was way out of hours… thank you!