Three Rivers Veterinary Group 70 Hall Road, Norwich NR1 3HP

"We joined Three Rivers last year after moving to the area and have received great care for our dogs from vets Tessa, Sophie & Matthew when they both became sick at the end of 2022. One dog was diagnosed with bowel disease and our second dog had a slipped disc that required emergency spinal surgery around the same time. However we have had no choice but to leave Three Rivers following repeatedly awful interactions with one of the Hall Road receptionists who has been nothing but rude and condescending anytime we have needed to visit or speak with the clinic. I have never in all my life known such a rude receptionist. This is a person who is suppose to represent front of house in an industry that requires warmth and compassion but instead treats you indignantly. Aside from being rude in general, there have been stand out instances when this receptionist has been really difficult to speak to. One time this receptionist overcharged me and when I raised a query regarding this I was belittled and then ignored. My husband had to call and rectify the issue over the phone. Another time my 17 year old daughter tried to collect a repeat prescription for one of our dogs and was badgered to pay a final invoice after our insurance paid out whilst simultaneously being told she was not old enough to collect the medicine. If that is the case, then surely she is also not old enough to be dealing with financial concerns? My daughter left in tears, embarrassed that this receptionist had spoken to her in the way that she had, loudly in front of a waiting room full of people. There was also an incident where this receptionist rudely demanded I paid over £3000 despite the fact our insurance company had paid the clinic already, and when I emailed proof that the money had been paid there was no apology or anything. In fact, there has never been an apology. But it is not these misunderstandings that are the issue. It is the way in which she has spoken to us every single time we have had to speak with her. When I finally addressed my concerns with this receptionist over her rude tone and the fact that she had made my daughter cry, she practically laughed at me, and told me she wouldn't speak to me. She was completely uncaring that she had made somebody cry. How can you work in such a sensitive environment and be so cold and dismissive? Another much kinder and professional receptionist on duty at the time listened to my concerns, apologised and has arranged for somebody to get in touch and I wish that each time I have visited in the past I would have had the pleasure of speaking with this receptionist (or any other receptionist for that matter) instead."

"Excellent service!! Warm, friendly, empathetic, and professional staff. Sophie,the vet, who treated woody explained the diagnosis fully, and the different treatment options.I felt, not only was my woody thoroughly checked and cared for, but my feelings and concerns were also taken into consideration. The reception staff are always very pleasant."

"A positive visit for my nervous spaniel. Vet was caring, well informed and explained the treatment well. The practice team are friendly and professional. I am happy to recommend them."

"Always for me anyway a welcoming environment, I have many Furbabies and these vets have supported me through many things over the years , I would not go anywhere else , because familiar is very important to me and its always that feeling when I have had to take one of my fur children to see either Vets or Nurse ."