Wonderful people from the front office/reception to the doctors to the VA at checkout. Took time to…read moreexplain everything to us. They calmed us down at every step. Whole experience was great. Professional and caring people. God bless for all you did for our Wilbur!!

I am not satisfied with my experience at this hospital for several reasons. First of all, Dr…read more Purdy's bedside manner and demeanor are deplorable. When I first met with her to discuss the upcoming CT procedure on my cat, she was bizarrely upbeat, peppy, and cheerful when telling me that it was likely my cat had terminal cancer. I was completely taken aback and startled by the disconnect between what she was saying and how she was delivering that message. There was no compassion, empathy, or understanding that the message she was delivering was devastating - her demeanor was more in line with a positive, optimistic prognosis. In addition, she kept rearranging her hair and grooming her nails while talking to me about the looming death of my beloved pet and I just couldn't wait for her to leave the room. Later, when she called me to let me know the CT procedure was complete and my cat had woken up from sedation, she had the same peppy, cheerful attitude when telling me that the preliminary results were consistent with nasal lymphoma. She never once expressed condolences or acknowledged how upsetting this news would be. She never said anything like "I'm so sorry to deliver this news, this must be upsetting for you." She was annoyingly and inappropriately cheerful and peppy and bubbly. It was completely shocking and I could not believe what a terrible bedside manner she had. A few days later, she called me with the results of the CT and said that the images are consistent with nasal lymphoma, a terminal diagnosis as chemo/radiation are not financially feasible nor do I believe they will offer my cat any meaningful quality of life. Once again, her attitude, demeanor, and delivery were terrible and completely at odds with the somber and serious news she was delivering. Even when I choked up and started crying a little bit, she never expressed any compassion or empathy - she just continued on with her chipper and upbeat attitude. At one point, I mentioned how difficult it was to administer the pills that had been prescribed for my cat because he kept spitting them out and was starting to avoid me when I came towards him with the meds. In a bright and cheerful voice, she said "Yep I wouldn't be surprised if this interfered with your relationship with him and possibly shortened his lifespan!" I could not believe she said that - it made a difficult situation so march harder to handle. I have never experienced a healthcare professional with such a terrible ignorance and unawareness of their inappropriate demeanor. She needs very specific and targeted education and training on how to deliver bad news about her patients to their owners. Losing a pet is devastating and if she can't handle owners' emotions appropriately and carefully, she needs to find another job. I want to point out that I am a healthcare provider myself and I have had to deliver upsetting and sad news to patients many times over the course of my 20+ year career. I am ALWAYS aware of the impact of my demeanor and attitude on how my patients process what I'm saying. It's so important! Especially when bad news is being delivered, compassion for people's emotions should be TOP OF MIND!!! Finally, when I dropped my pet off in the morning, I was 100% clear that I wanted to be told about any and all "extras" that appeared on the invoice before anything additional was done. Dr. Purdy assured me that nothing additional or extra would be done without my permission. Later in the day, she called me during the CT scan procedure to say that a pharyngeal mass had also been identified (in addition to the nasal one) and asked if I gave my permission for this to be biopsied as well. She told me this would be an additional $400. I gave my consent and they moved forward. Later, when it came time to pay my bill there was a fee of $200 for the histopathology associated with this biopsy, which Dr. Purdy never told me about. She only said it would be $400 more. When I expressed my disappointment, nobody was willing to acknowledge that a mistake had been made. I spoke to the clinic manager and she just kept pointing to the "extras" listed on the original invoice as proof that it was ok to charge me this additional money, even when I told her that I had asked to be informed of all "extra" fees before anything was done. She then told me that they could just not send the tissue samples for histopathology, even though I would still have to pay $400 for the procedure. So in essence, I would have to pay $400 for nothing. After the upsetting interactions with Dr. Purdy described above, this added insult to injury and I just wanted to get out of there and go home and cry. I will not be coming back to this hospital if at all possible and I do not recommend it to anyone else.