Mayow Veterinary Surgery

Very friendly, professionals and kind people. Both the doctor and the receptionist. I appreciate them accessing little Trixie as an emergency visit.

As an organisation, this group of veterinary practices is very poorly run. I’ve been to this clinic and their emergency vet in Streatham, and both are run down, understaffed and visibly dirty. I could look past those things if the service and staff were excellent, but unfortunately that hasn’t been my experience either. I’ve noticed on several visits that one younger woman on reception is consistently rude to people. She comes across as defensive, hostile and constantly ready for an argument. I’ve witnessed the way she speaks to other customers before and always thought, “I really hope she never speaks to me like that.” Well, today was the day. I arrived 15 minutes early for my appointment, having paid £17 for an Uber Pet, only to be told that my appointment had been cancelled because they were dealing with an emergency. She had apparently just tried to call me, literally seconds before I arrived. So effectively, I was given 15 minutes’ notice of a cancelled appointment that I was already travelling to. Obviously I was frustrated. I expressed that frustration politely, only to immediately be met with hostility, defensiveness and what felt like a lecture about a dying pet. The emergency itself is not what I am angry about. Of course emergencies happen at a veterinary practice and of course an animal in a critical condition needs immediate attention. What I object to is being treated as though I was unreasonable for being frustrated that I had been given virtually no notice whatsoever. As someone with autism, sudden changes of plan are particularly difficult for me. I simply explained that 15 minutes was not sufficient notice to cancel an appointment and that I had already spent £17 getting there and would now have to pay for another Uber home. I am £33 out of pocket for absolutely nothing. If the clinic were adequately staffed, it should be better equipped to deal with emergencies without the entire service falling apart around them. And even where an unavoidable cancellation does happen, reception staff should be capable of dealing with a frustrated customer with basic empathy and professionalism rather than immediately becoming hostile and defensive. Again, I am not angry that an emergency took priority. I am angry about how the situation was handled and, in particular, the attitude of the receptionist. Based on this interaction alone, I will now be cancelling my subscription with this practice for both of my pets and moving them elsewhere. The receptionist involved needs a serious warning about her conduct and proper training in how to communicate with customers, particularly when those customers are already being inconvenienced through no fault of their own. The way she speaks to people is simply not acceptable.

Really happy with the service. Everyone is always helpful and kind. They were able to find me an appointment at short notice

Always excellent service from the team at Mayow. Our dog was recently attacked and sustained a nasty bite; Toni called the next day just to check up on him (and us!). Lovely, thoughtful gesture.

Very friendly staff team and excellent level of expertise in the staff

Such lovely care ! Boe loves coming to the vets as the staff are so kind and patient with him! Highly recommend!

Nurse Lucy was very competent and caring for my dog