New Malden Vets

Warm welcome from the reception staff and vets - very knowledgeable and friendly. There are separate waiting areas for cats and dogs either side of the reception area.

The only drawback is the parking restrictions (see attached photo for parking times provided by the vet practice) but between 9.30am and 4.30pm is fine.

The most untrustworthy vet ‘professionals’ I have ever come across. Staff conveniently seemed to have not logged vital call information and other information about my dogs when an exceptionally serious matter had been brought to their attention. Utterly heartbreaking and unforgivable.

This is the second review I write for New Malden Vets as I feel the update might be of interest.

Our cat Mary has been registered with the practice since 2014 the year when we adopted her from a rescue home. She came to us with known health issues, namely a diagnosis of IBD, furr loss, suspected skin allergies and food sensitivities.

My first review focused on how well Mary had been looked after by New Malden Vets along the years leading to major improvements/control of all her symptoms.

In September 2021, however, Mary had a sudden and unexpected relapse of her main problems linked to IBD. It was upsetting and concerning and it also coincided with an extremely challenging time for me working as a health care professional in the response to the covid-19 pandemic.

First of all, I wish to thank the whole staff for the enormous effort they've made, and continue to make, to keep everyone safe at the practice. All the measures put in place as well as the polite assistence and competence of the team at reception meant that the numerous visits we had to make with Mary to the practice, in the months that followed her relapse, felt comfortable and safe for me.

Every single member of the nursing team looked after Mary with extreme competence, kindness and understanding when Mary needed it most. Their work was flawless.

As I mentioned in my first review, Elizabeth has been looking after Mary since 2014 and, in the new circumstances Mary found herself in, her care and dedication has been simply outstanding.
I'm extremely grateful for the approach adopted with Mary along the years, always conservative, and aimed at sparing Mary any examination, test or medication that wasn't deemed absolutely necessary.
This is the reason why, when in September 2021, Elizabeth informed me that she felt Mary needed to undergo a series of tests as she had some reasons for concern, I knew that my adored cat was going to be facing a bit of a difficult time. The first tests did reveal a new condition/aspect of Mary's chronic disease and led to the need for more in-depth investigations and a new treatment.
As always, no effort was spared to make sure that Mary was as comfortable as possible, and I was allowed all the time needed to discuss every aspect of Mary's health and the new course of action.
I can't thank Elizabeth enough for her patience and commitment, for all the extra work that was done to ensure that routine appointments like vaccinations were tweaked to suit Mary's new health challenges. There wasn't ever a single call that wasn't returned as soon as possible and, when matters were urgent and/or time sensitive, Elizabeth was so kind to call us well beyond the practice's working hours. I remember at least two occasions when we concluded a phone call after 9pm! At a time that was so difficult in so many ways, such generosity and utmost dedication made a world of difference to Mary and to myself. For this, I'll remain always grateful beyond what words can say.

Mary has navigated through choppy water for several months, but I'm very happy to report that the exceptional care she has received at New Malden Vets has meant that she has made a full recovery, adjusted very well to her new treatment, and she's now back to living her best life.

We are enormously grateful to Elizabeth and the whole team who, we have always felt, work tirelessly well beyond their professional remit to guarantee all patients the best possible care.

We were clients for many years, thankfully with not many visits. In the last year, they have really disappointed. They never give costs before a treatment, charge way more than expected, and cannot answer any of my questions regarding my dogs. It really feels like they have turned into a big chain, only worried about profit and not about the welfare of the animals under their care.

I purchased some indoorex flea spray from them which they charged me £27.99. I saw the same item a month later at pets at home for £13.99. The exact same thing.

All staff members and Vet Zoe is a fantastic! We have three of our pets registered, and have enjoyed every appointment. Highly recommend ❤️

Shocking vets, my poor dog dolce went in and had to undergo an X-ray. I specifically asked and called to confirm that I did not want him to be given a sedative, however they proceeded to give him one which resulted in him passing away several minutes later.
I was distraught to say the least and when I attended to collect his body and say goodbye they escorted me around the back entrance and asked me to be quite so as the other customers could not hear me my distress and warnings to other. I would never bring any future pets to them again. And I will be contacting the RCVS following advise.

Really friendly and lovely place all round. Thank you for allowing our cat to explore to calm his nerves while we waited for our appointment.