This is a letter I wrote.Dear Doctors and Staff,
I like to write letters when, as a consumer, I have an exceptional experience. Sadly, usually, service or goods fall on the side of exceptionally
poor. Every once in a while, the expected “average” is exceeded, and I experience a service that is exceptionally
good! Wednesday’s trip to
Airport Animal Hospital was one of those times.
My dog Kibble is a fraidy-dog. She takes a while to get to know a person. She has some anxiety in certain situations, and surely going to the vet is one of those situations. Isn’t it for all of us? Kibble needs to be muzzled even for getting her vaccinations.
Last month, I picked Kibble up from the boarder and found that she had a wound on her hind leg. It had become infected and needed cleaning. I took her to our usual veterinary clinic that is not the Airport Animal Hospital. It was quite a trauma to have Kibble up on the table, muzzled, held down by three people while the veterinarian shaved, poked, prodded, and cleaned the wound. It was trauma for her; it was trauma for me (I was one of the three holding her down).
When Kibble cut her paw pad during a run in the creek-bed last week, I decided to take her to see a vet, after much thinking and more than a little trepidation about subjecting her to another traumatic vet experience. Because of various factors concerning that particular “other” veterinary clinic, I decided to take her to the Airport Animal Hospital on the recommendation of a friend.
On the intake form, I mentioned that Kibble is anxious at the vet and is not a very good patient. That was all it took to transform a possibly traumatic vet experience into a friendly, warm, supportive vet experience.
Dr. Steve Lewis was wonderful! He had me hold up the injured paw so he could see the wound, and he immediately determined that this one would heal on its own. Antibiotics would be prescribed as a precaution, but no other treatment would be necessary. He didn’t cause any anxiety for Kibble. She didn’t even know she was in a vet’s office!
In addition, the wise Dr. Lewis prescribed some tranquilizers for the next time Kibble needs vet treatment. No need fighting anxiety, he reasoned. He also suggested calling or emailing before coming in next time, so that perhaps the problem could be solved without an office visit.
Dr. Lewis is obviously an insightful and creative healer. He was warm to me and supportive of Kibble’s special needs. It was a pleasure to talk to him. I especially appreciated his parting words. “We’ll do all we can to keep you out of here.”
I look forward to using the services of Airport Animal Hospital for my two dogs’ and my cat’s future veterinary needs.
Sincerely,
Izzy
P.S. The front staff was great, too! Friendly and warm! Thanks for a great experience!
Photos by Erito
