Dr. Basak has always been kind, if not a little nervous of my larger dog, and very comprehensive…read morein his care. Imagine my surprise when, Just last week I received an email dismissing me from this practice! I have been taking my cats for years prior and most recently my dog to Dr. B. since 2015 and have always kept up to date, if not above and beyond required care. Never defaulted, Never cancelled, always paid in full.
I think this Practice has changed it's 'tone' and is now headed into another kind of baseline of expectations; A new, more 'progressive' Vet onboard perhaps?
I booked ELECTIVE (completely my Choice/Preventative-dental cleaning for overall great teeth and 2 small benign fatty lumps to be removed) surgery in June, cancelled 4-5 days(can't remember exactly) prior due to the heat wave/cone required post surgery and rebooked for mid-August. I cancelled August 3 for August 11th surgery date, due to changed summer plans to be away for that week, stating I would call to rebook in the Autumn. That's 8 Full days Notice!
I had already done the PreSurgery bloodwork in June and was committed to the care.
The reason given was 3 cancellations. Ummmm, No! I cancelled twice, Not 3 times, and with more than reasonable and considerate Notice. I have worked in a similar industry and suitable notice, whatever that Practice requires, does not constitute a 'Cancellation' of Note, and Client notification would be always be Best Practice before enforcing such a policy.
Even with that, measuring the loss of a good, long term patient vs. dismissing a patient and risking bad 'press' (like this) and in the world, is always to be a strong consideration for any business.
Of NOTE- NO Cancellation policy was, or ever has been, given or stated to me by anyone at the Practice after the first cancellation, which would have been the time to state it, and I would have understood AND only IF the cancellation(s) were short notice/ last minute.
The 3 times stated include their PreMed Reminder Notices only on their calendar: As in, I was to drop in 2 days prior to pick them up. So, that should be 4 'missed appointments' if that was their rationale.
Regardless, I am clearly very disappointed in this new direction that Dr. Basak and his Practice has now taken. To be fair, I will be having a conversation with him to this effect in order to clear up any misunderstandings and cannot return as the status quo of professionalism no longer stands at Speedvale Vet Hospital.
