Tel: 01273 540 430
East Sussex BN1 8QR
Reviewed by: jack on 27/04/2016
I like to thank you all so much for taking care of my jack and getting he's ashes back to me so quick.
Reviewed by: Lou on 14/04/2016
The vets and nurses that looked after my pet were brilliant. They really cared and I could not have coped without them.
Unfortunately after the treatment was over it went downhill.
My pet passed away and when I asked if I could collect his ashes I was told I could not do that until the bill was settled. Which was fair enough as it was a lot of money and the insurance hadn't paid out yet. But when I called a week later to see if they had received anything from the insurer as I was anxious to get the ashes I was then informed that I could pick them up whenever I wanted, no need to settle the bill first.
Then when I received the invoice it said "perhaps you have overlooked the fact that your account is currently overdue". I haven't overlooked anything. It was agreed that as soon as the insurance cleared they would contact me and I would pay the remaining amount. The wording on the invoice made me feel like I had been trying to avoid paying.
Next problem was with the invoice again, it didn't tell me how to pay the "overdue" amount. So I had to call the vet to clarify this and the lady on the phone seemed to misunderstand my query. She thought I was saying I wasn't able to afford the payment. I was obviously unclear about my query but she said with an unpleasant tone that I would have to call back another day to sort it out. I then clarified that it wasn't that I can't afford to pay but that the invoice doesn't tell me HOW to pay. That cleared up the matter and I could then settle my bill over the phone. It was sorted out in the end but it wasn't very pleasant.
My pet is gone. I am trying to grieve him and the process after his death has been rather difficult.
Once again though I will point out that the vets and nurses are amazing. There is no fault there. They deserve full marks. It is just the admin processes aren't very customer friendly.
Firstly may I express our deepest sympathy regarding the loss of your pet. I truly appreciate you taking the time to write this review. I am glad to hear you received 5* treatment and support from our clinical team, but I am saddened to hear this wasn't carried through our admin team on this occasion and I sincerely apologise for the unfortunate confusion.
We are currently reviewing our processes regarding this sensitive subject and staff are going to be retrained to ensure these situations are handled appropriately.
Once again, may I thank you for your review, we will build and learn from this.
If you have any further queries please do not hesitate to call us.
Reviewed by: VanessaL on 07/11/2015
Such a relief to find such wonderful vets after a bad experience with another Brighton chain of vets. They treat both animals and owners with enormous respect. Friendly staff throughout the practice and some very useful plans to help spread basic care. Would definitely recommend.
Reviewed by: uibpribr on 07/07/2015
Reviewed by: Andrea Barnes on 19/05/2015
Last Tuesday morning my worst fears came true when I awoke to find my beloved 3 year old cat Percy slumped covered in blood and limp in my conservatory. He was initially seen by the Mewes vets in Haywards Heath, who due to his injuries immediately referred him to Priory Vets.
I arrived around six pm last Tuesday with a very distressed cat, who was in a very poor state. He was struggling to breathe and was unable to move much due to his injuries. I myself was in a terrible state and was aware that I could lose my beloved baby at any moment.
From the moment I arrived I was met by incredibly caring and sensitive staff, who took great care of Percy from the word go but also reassured me throughout.
The last week has been horrendous, however the staff at the Priory have been beyond outstanding. They have been honest, kind, caring, realistic and have made a truly awful week 1 million times better than it could have been.
These people genuinely care about the animals as if they were their own, i have seen so many different people there in the last week, yet every single one of them I really couldn't credit more.
In particular Hannah, Polly and Adam have been superb, they may feel they are just doing their job, however the professionalism, kindness and compassion shown by each of them in this last week has been beyond amazing..
In the nicest possible way I hope I won't need to return again, however if I did I would have no qualms about doing so having experienced the warmth, thoughtfulness and compassion shown to me and my beloved Percy this week.
I can't rate this practice or its staff enough.
Reviewed by: Sue Par on 26/01/2015
Been using the New Priory since 1974 when it first opened so have seen many vets come and go but they are always replaced with top quality people. The practice has grown immensely since the early days with a lot of investment, all for the best. I generally like to see either Gordon Richards or John Haggar but realise that the practice has grown and this is not always possible especially in an emergency, IÃ¢ï¿½ï¿½m usually a bit wary when seeing a new vet but they are always very kind and understanding. for me its very important to have a good relationship with your vet and I certainly do with mine.
I would never go anywhere else
Reviewed by: Dee on 27/12/2014
Reviewed by: DAVE on 14/11/2014
I was expecting a lot better. Staff were grumpy, atmosphere was bad and the cost was excessive compared to my last vet (retired) I got the impression that knowing i had insurance they wanted to add test after test and i came away no wiser than i had before except the option of more tests. Okay this practice is high tech and obviously proffesional but nothing was explained to me and i wasn't given a run down on what i was paying for. Wouldn't return there.
I'm very sorry you weren't happy with your experience Dave. I can assure you we are not 'all about the money' but beyond that it is difficult to comment further without knowing the details of your pet's treatment. If you would like to discuss anything with me, which I would be very happy to do so, then please contact me on 01273 540430 and we can talk about your concerns in more detail.
Reviewed by: Margaret on 21/10/2014
I found the Priory after they helped me rehome a dog I had found. I was so impressed by the helpfulness, compassion and friendliness that I registered my 3 cats there.
The vet was so lovely when my cat went in he was purring away and happy. All an owner ever wants.
Reviewed by: Carette on 11/09/2014
My 2yr old cat, Mia was referred to the hospital by my vets where she was admitted and monitored day and night by staff. I always felt well informed about her treatment and the staff were friendly and took the time to explain all options in her care. The daily updates were a comfort to know that they were doing everything they possibly could. Many thanks to all and I'll be bringing my other pets to them from now on.