animaltrust.org.uk

NO COMPASSION AT ELLESMERE PORT

I visited animal trust today to pick up my beloved pets ashes after a short battle with parvo. We went to reception & said why we were there - (in a waiting room of two other dogs and people including a child).We were left standing at reception to my dismay in front of other clients whilst the receptionist went to ‘find’ his ashes. She came back twice saying she couldn’t find them and didn’t know where they’d been placed (completely nonchalant with no empathy or apology). She finally found them and brought a box out into reception in front of a waiting room of other people... it was already difficult enough seeing people leaving with their pets etc., but to have other clients have to witness me picking up my beloved pets ashes was just horrible I felt violated.When I asked if everything I had asked for (paw print & fur clippings) was in the box I was told they don’t know as they don’t check the boxes but it should be if it’s what I requested.I left upset & had to check the box in my car as we were given no privacy & noticed the clipping of his fur was missing from the box. I then had to go back into a waiting room of strangers visibly upset asking for his fur and was told ‘I’m with someone’ the other lady on reception went straight into the back for me and came back out with his fur clippings in a plastic bag with his wrong details on & 'unknown gender' on the packet just no care what so ever. Also in plain view of the whole reception again. Again no apologies but instead receptionist 1 shouted some defensive explanation as to why I wasn’t given it all at once (whilst another client was stood in front of her at the desk). It might just be a job to you but you are communicating with people who are grieving from the loss of their pets surely there is basic training around this? In my opinion someone with such a severe lack of compassion for owners who have just lost a pet under their care should perhaps not be working in veterinary services.This was suppose to be a special day for my boy who I am absolutely heartbroken over & sadly it feels like it has now tainted my view of animal trust & made an agonising day unnecessarily worse. The process of giving owners their pets ashes needs to be looked at and improved with some compassion.I will note that prior to today my experience with Animal Trust had been positive, the vet (sorry I don't know her name) who admitted my pet into their care, was so kind & knowledgable. The nurses who provided daily updates on his progress were also compassionate & thorough. Chloe who looked after him in his final hours was also lovely & made a heartbreaking appointment a lot more comfortable for us. I also speicfically chose Animal Trust over PDSA despite the significant difference in distance due to the reviews. But sadly today just tainted that whole experience for me as it was like walking into a completely different vet with staff completely the opposite to what I have experienced before at Animal Trust.There also seems to be several negative reviews about a receptionist, curious to know whether it’s the one I had the misfortune of dealing with today & why nothing has been put in place to improve said processes from reception staff!

Date of experience: Mar 01, 2025