Forest Veterinary Centre, Harlow

A great vets with very good staff. Lorna is excellent with dogs and really makes them feel at home. Would 100% recommend

In June, I sent an email to the surgery for a e-consultation for my dog. I received a very prompt response from one of your Veterinary Nurses. She was able to make ‘a diagnosis’ from the photos I sent. Two days later, I picked up the prescribed medication for my dog. This is where unfortunately things start to go wrong. Each packet of medication had a label stating how regularly it should be administered and the quantity that should be given. I had paid for two types of antibiotics and Piriton, which all had been correctly labelled. When I checked the label on the packet for the de-worming/flea/tick medication, it stated that there would be three tablets, each to be given 4 weeks apart. You can imagine my shock when I had only received 1. I rang the Surgery the same evening, and was told that I was only supposed to have received 1 tablet. When questioned about the label, the receptionist said that the surgery is unable to give more than one of these tablets at time due to weight fluctuation. This tablet is for dogs in the weight category of 30-60kg. I think most people would be surprised if their dogs weight changed substantially enough in this time for this to be true. I was told if I would like to finish the course of treatment I can always make another appointment (additional charge), at which point I would be given a ‘free tablet’ and kindly confirmed that each tablet was worth £21. Upon research, you can buy a packet of 3 (via VetUK) for £26, you need to pay £15 for a prescription first which still works out cheaper. I spent £111.02, which includes Piriton (nearly £10 for 10 tabs), which I was assured by the veterinary nurse is sold at the surgery cheaper than the shop price (average price of £3 for 12, in Asda Tesco and Sainsbury). The remaining cost was mainly for the course of antibiotics, which I was later informed are a general course of medication which is given to any dog that shows the same signs as mine. This one size fits all view of treatment is not fitting with the price tag. After contacting the surgery to express my disappointment, it was clear they were unable to accept their mistake and unwilling to do anything appropriate to remedy the situation. At this point I contacted the VCMS. As an impartial mediation service, it is their job to work out a mutually agreeable solution for BOTH parties. Angela, my case manager, did start our process off with a promising start. She was very attentive and appeared to want to help. However after a chat with the Surgery, this quickly changed. She started to justify their behaviour and showed a clear bias, stating that their offer was ‘fair’. She also made it clear that she believed I had not been told that I would have to pay for follow up appointments. This was then proceeded by trying to force me into accepting an offer from the surgery of a refund of the Piriton (which they’d overcharged me for anyway) and the appointment fee, however at this point you begin to lose hope that a mutually amicable solution would be reached. Once an offer was made, I was given a deadline to accept as cases are unable to be kept open past a certain time. Not the ‘impartiality’ that you’d expect. To top this all off, I have recently received a letter from Forest Vets saying that my pet is no longer welcome at their surgery. What part of this service would suggest I would ever return? All they’ve done is incorrectly diagnose my pets condition and overcharge me for the luxury. Last week we visited another Veterinary Clinic, who were able to see my dog and diagnose a more appropriate course of medication. His condition has cleared up dramatically and is a much happier dog for it. So it is clear to see that I was correct in my assumption that Forest Vets were incompetent in our case. Maybe if Forest Vets and VCMS is not willing to do the right thing, then maybe Trading Standards will.

Called to book an appointment; initially no issue, put on hold, then informed the practice was not currently accepting new registrations. No mention of this quite important fact on their website!

thank you so much for hectors dematt yesterday he is so much smaller but a very happy little boy without all those horrendous matts

Amazing veterinary and staff , especially Lorna . She made my dog who is usually nervous with new people and places feel very comfortable. Couldn’t recommend more.