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Review content:
In response to Dan R.'s review. . .\r
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Dan,\r
I’m so glad that you and I had a chance to speak about your experience with us here at Good Hope Animal Hospital. Obviously, you felt frustrated – enough so that you wrote this review without delay; well before you and I had an opportunity to talk and straighten things out. But I do understand. We all have moments when we just need to be heard. While I regret that we hadn’t spoken before you wrote your review, I am satisfied knowing that we’ve addressed your concerns.\r
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As we are a full service medical and surgical facility, we handle emergency situations when they arise. Unfortunately, that means that we have to occasionally inconvenience our other clients. Although this doesn’t happen very often (we work hard to prevent it), it did happen during the evening you came in for your visit with us. As you pointed out, that event resulted in a delay for some of our appointments that evening, including yours. I do apologize for this. If you had happened to come in at any other time, I can assure you that you would have had a very different experience. Normally our doctors run on time and clients only wait in the reception area for a few minutes. Nonetheless, I’m sorry for the way things worked out.\r
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I’m also pleased that we had an opportunity to discuss your concerns over our fees. Aside from being upfront about our regular exam fee (which is competitive with exam fees charged by other veterinary clinics in the area), we do strive to give our clients treatment and medication options whenever possible. And we try to make sure that our clients understand the costs of those options. Ultimately, our goal is to give our patients the very best care we can give them, while also considering the needs (financial or otherwise) of our clients. It can be a balancing act at times, but we always try to collaborate with our clients to find solutions that are most suitable for them as well as their pets. \r
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I’m proud, too, of the fact that our fees are pretty well middle-of-the-road. We couldn’t afford to hire and keep the best vets and support staff, or purchase and maintain the latest equipment if we charged the least. On the other hand, we want to keep our services as affordable as possible, so we don’t charge premium prices either. So, instead of taking a position on one end of the price spectrum or the other, our goal has always been to provide the best overall value. Naturally, this approach means we won’t be a perfect fit for everybody.\r
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Once again, I’d like to reiterate that I’m sorry you were less than satisfied with your visit. I’m happy we had a chance to talk about it, and whether or not you choose to see us again, I sincerely wish you the best.\r
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- Dr. Robert Heidecker\r
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