Vale Veterinary Centre Barry

Sadly Our 141/2 year old King Charles cavalier, Alfie had to visit The Vale for the last time on Monday.I have to say how wonderful and compassionate everyone was ,many thanks for all you sympathy,care and dignity. Amazing xx

STAFF NEED TRAINING ON PTS SERVICES OFFERED TO LIMIT DISTRESS I HAVE EXPERIENCED!!I registered with Vale vets only a few weeks after its opening in 2014 and was so impressed with Richards Ethos of giving excellent customer/pet care in an environment where relationships were built with the pet and owner unlike large group vet practices where there was no consistency or personal service. Other vets not knowing the animals history or owner, roll forward a few years and what has happened opening hours changed from the once 7days a week 8am-8pm to now 5 but really 4 as no vet on a Wednesday 9-6pm with hour for lunch and no weekends increase in registered pets since covid leading to never being able to get an appointment unless you pay £95 for an emergency appointment and even pre-booked appointments you still are kept waiting outside constantly and staff are rude when you question this after waiting 30mins outside for labrella injection in the boot of my car which takes seconds.AND NOW TO MY REAL AND UPSETTING COMPLAINT!!Monday 30th January after an awful weekend and my dog not well I rang the surgery to ask what was the procedure and services they offered for euthanasia as my boy was around 16 and I didn't want him to suffer anymore after years of back and leg problems, the receptionist said she didn't know and would find out and call me back which she did and passed the phone to the nurse who had zero empathy and told me I would need to see a vet first and go from there but no appointments were available but I could go to Newport I said why would I go to Newport when my vet is in Barry(also didn't know they had a practice in Newport)at this point as I was upset I said I would call back the following day, Tuesday first thing I rang again and spoke to the receptionist and I asked for an appointment to see Richard I was told I could have an emergency appointment at £95 which I agreed to as still at this point I had know idea what services they provided to put my baby to sleep, receptionist said she would need to check again with vet she rang back and said it wasn't possible as Richard was to busy and they had no appointments Wednesday as it was nurse only so offered an appointment in Cardiff again not my Vets and not the Ethos Richard started so I may as well have been with any large vets as I was now seeing someone I didn't know on the saddest and hardest day, we arrived at Poncanna for our appointment and it was awful, Vet asked what can I do for you today when we went in after the whole family had said our goodbyes and she offered us Morphine to see how he would get on....Shocked I said he cant stand up and is so lethargic so she checked him and said he had a heart murmur something that had never been mentioned before, Papers signed she explained she would take him to put the canular in not once explaining this would hurt him as the sound of my baby screaming in the other room broke us, it was horrific and when she brought him back in said aw bless him he missed you, she then administered end of life drug and he was gone in seconds I was holding and cuddling him and then all this fluid poured out his nose and I was covered in it when the nurse came in as my coat hands face was covered she said that's normal I said how would I know after multiple calls not one person explained what happens and this was my first pet PTS.THIS VETS NEED TO TRAIN ITS STAFF ON WHAT SERVICES ARE OFFERED FOR PTS AND WHAT IS INVOLVED AS SINCE THEN I HAVE BEEN TOLD THIS COULD HAVE BEEN DONE AT HOME A SERVICE THAT WAS NOT OFFERED TO ME AND STAFF JUST WANTED IT TO BE DONE ANYWHERE BUT THEIR VETS CENTRE, MY LAST MEMEORY OF MY BABY IS HIM SCREAMING IN PAIN AND FLUID PUMPING EVERYWHERE AND STAFF WHO REALLY COULDNT OF CARED LESS!!

Sadly I have to write this post on behalf of an elderly couple.Took their dog to the vets as an emergency as she was lethargic and couldn’t walk. The main vet would not see her and was happy to walk around talking to the nurses with no interest in this little dog in our arms. Vet nurse said “well all we can do is take bloods” I insisted she gets checked properly by the actual vet and they wouldn’t allow this as apparently he was to busy. Then slapped a bill of £290 for the bloods. I just couldn’t believe it. Got back home to then be contacted to say we owe more money as we didn’t pay for the emergency fee of £95. This place is a big scam. Not one bit of care for the pet or the owner.

Just called as my dog was lost. In a panic, gave his details In case somebody had brought him in, I was understandably sobbing. Explained about chip in previous owners address but had other proof of ownership. Reception staff was so rude didn't even end up giving my details! Just glad the receptionists are not practicing vets is all I got to say! No compassion and hard hearted.

This used to be a very good veterinary centre with good and friendly staff, however since the regular vet moved to their new location and a new lady has taken her place it has gone very much downhill. This is our second visit within two weeks - the new vet is very frosty, bizarrely doesn't seem to be good with animals and her offensiveness leads me to believe she's out looking to create dissension and cause upset. Not what's needed when your little pride and joy isn't very well. We will be looking for a new vet, however I hope for their sake that this improves.

Havent been going to this vets very long but I find some of the receptionists a bit unapproachable and a bit unfriendly. The vets are lovely there though. An elderly man brought his dog in whilst I was waiting and the one receptionist was quite rude to him. Used to go to Vets for Pets, Cardiff Bay and the girls on receptionist were always lovely and welcoming and made you feel at ease when you were worried about your Pet. I only left as I couldn’t go back and there as my other dog was put to sleep there. I have now changed to a different vets. The first point of contact is important and they need to be more approachable.

I have been with Vale veterinary for 6 years now. After today appointment I realised how lucky we are to have such a amazing vet. We couldn't have ask for better care for our Fibi. Always very helpful and caring. Thank you for everything

Moved to this vet surgery because I liked what I read on their website and thought that they would live up to this ethos. Today was only our 3rd visit. Last week we had to pay £85 as an emergency fee during normal hours to be seen as they were busy Today was the 5 day follow up that I pre-booked. Upon arrival there was only 1 other person there and I waited 10 minutes before I could get my dog booked in. Then I waited 40 minutes outside in the freezing cold. In this time the 3 receptionists/nurses were chatting and laughing not thinking to come and check if I was seen to. One passed to take another dog in that arrived after us and I asked when we would be seen …I’m still waiting for her to come back to me as she didn’t even have the decency to let me know. Today they were not busy as there was only 1 other person who arrived after me. I eventually went in to enquire about the hold up only to be asked by the same receptionist who I was!! When I said I was already booked in and that it is appalling that I was waiting for over 40 minutes they all scrambled. Then the vet came out and asked if I was seen to and I said no. Unbelievably she became so offended and was very rude explaining that I should not complain to her as I didn’t have an appointment so others with appointments will be seen before us! Once I confirmed that I did have one, she told me to take it up with the receptionist and said I was welcome to make a complaint. I told her that I have been waiting 40 minutes after my appointment in the cold and her response was … it’s not my problem … why didn’t you wait in the car?I was gobsmacked!!! When she returned with my dog, she was not going to speak to me. I politely asked her never to speak to me like that in front of others and she apologised. I asked her who to make a complaint to and she gave a name not ‘knowing’ the person’s second name and said I should ask the reception! My dog didn’t not get the care and attention that he should have. My experience was nothing like they describe they strive for as an award winning vet. An awful experience so far and their staff could benefit from a few lessons in customer service!

I had an appointment to get my dog his annual vaccination. Had a long wait outside. Apparently there was a very sick cat being treated, if so why couldn't the receptionist tell everyone waiting there will be a delay !So badly organised and no professionalism. The staff really need to be trained on customer care and awareness.I have used Richards practise virtually since he opened in Barry and I can only comment the more successful he has been the less attention is paid to customers.Pre-covid I have sat in the waiting room and witnessed the total apathy of the receptionists , they have been on the phone or up and down the stairs while there could be two or three people waiting at the desk. Not once did I witness them explain they were busy or say I will be with you in a minute.I was originally very pleased with Richards services but sadly no longer.Now looking for a new Vet.

Yesterday my French bulldog (stitch) had his BOAS op at Barry clinic , Richard done an amazing job. I was so so nervous . He went though the full op with us , got us booked in 3 weeks later and it’s over and done with now.Stitch is doing great he has been since he left no issues what so ever . Brilliant service the girls there adored stitch . Very helpful and polite , we have not been left with any unknowns throughout the whole month from the consultation up to now. (Post op waiting for the 10 day follow up appointment)thank you so much vale vets (Barry) and Richard for giving our baby the best nose job I could of imagined and taking good care of him ! ⭐️⭐️⭐️⭐️⭐️