This profile has been claimed by the business owner or representative.
Animal Hospital of Newport Hills
- Veterinarians
- Newcastle, WA
About this business
Location details
13018 Newcastle Way, Newcastle, WA, 98059, United States
Get directions| Weekday | Schedule | Status |
|---|---|---|
| Mon | 8:30 a.m. to 5:00 p.m. | |
| Tue | 8:30 a.m. to 5:00 p.m. | |
| Wed | 8:30 a.m. to 5:00 p.m. | |
| Thu | 8:30 a.m. to 5:00 p.m. | |
| Fri | 8:30 a.m. to 5:00 p.m. | |
| Sat | 8:30 a.m. to 2:00 p.m. | |
| Sun | Closed |
We used to love this place. The staffs and the vets there were so kind and knowledgeable. It seemed it ran downhill the recent years and it's been horrible the past year. Their appointment and check in system is terrible. Long hold on the phone and take forever to a hold of them and even if you have an appt. not sure if the staffs were overworked but they aren't as kind and friendly. It really is a hassle to go in even if I want to. With the pandemic over a year, can't believe they have not smoothed out their process.
Business response:
Crystal, we have worked hard this last year to accommodate more patients in need with less staff. More patients are coming in need due to most vets being booked weeks out. Due to the pandemic and its demands we lost several doctors and support staff. We have moved to curbside for client and staff saftey which has made the check in and out process more difficult. We added texting, and changed our walk in process to allow drop offs to limit wait times since walk in practice. Starting in April we now have added appointments to ... read more
Called to get my 2 dogs routine vaccines. I completely understand and agree with Covid precautions and procedures. We are told to call/text when we get to the clinic and then wait in the car for them to get the pups. They do not take appointments for routine vaccines. Called at 1:20 pm on a Thursday. They said 15 minute wait. Came and waited in the parking lot. Called again after waiting 30 minutes. They said we're next in line. Still waiting and it's been over an hour. Called again and they said they don't have a tech... read more
Business response:
Sue, I apologize for the delay in my response as I have been gone on maturity leave. We have since added another receptionist, will be adding a new phone triage system, and TECH VISIT APPOINTMENTS as requested! We hope to help with the busy front desk. We are tirelessly working at ways to improve wait time with curbside and look forward to reopening once everyone is vaccinated and COVID cases are reduced.
Our emergency visit was very $$$$$$ and they recommended unnecessary tests. Staff was nice, but overall wouldn't trust this as our main veterinarian. Took our dog to our normal doctor after the visit, (they don't do emergency hours, so couldn't do that originally), and they said that our dog was fine, nothing to be worried about and they thought the tests provided weren't necessary. But if you need to bring your pet somewhere close and quickly, this place is good for that. They have good weekend hours.
Business response:
Erika, we understand that veterinary care can be costly, which is why we always try to accommodate our clients to the best of our ability. We offer a variety of treatment options so that you may select a less costly alternative, if and where possible. We aim to provide you with the information and educational resources to make the most informed decision for your pet. We appreciate your feedback and will ensure to address internally and happy to discuss with you directly.
Their reputation has gone to their head and they are now too big for their britches. Called SEVEN TIMES in the past week. Put on hold for 15+ minutes each time and gave up. Tried to book online. Not available. The last time I called, I begged them to not put me on hold AGAIN. She was quite rude, said there were people in front of her and 5 lines on hold and put me on hold again without letting me respond. They are so special now that as a business they don't even have to give a proper greeting. No: "Thank you for ... read more
Business response:
Sema, we are truly sorry to hear you had a negative experience with us and appreciate you taking the time to chat in more detail. Our number one goal is to offer exceptional care and service, so please know we take this feedback seriously. We have shared your comments internally and will be working hard to improve. Since COVID we are forced to do everything by phone, including checking in and out, plus all doctor communications. Also, due to the increased demand on the veterinary industry and most clinics booked out weeks we... read more
Sadly, after having 3 dogs go here over 25 years, I have noticed compassion and caring have given way to the desire to turn a profit. I called early this week as my dog literally lay dying on my floor. While being put on hold twice, I got to hear the little spiel about being nice to workers since covid shutdown was so hard on them. When I got off of hold, I asked for advice on in-home euthanasia and end of life care. I was basically given a couple of names and numbers but was never offered an opportunity to talk to a doc... read more
Business response:
Thank you for providing your feedback and letting us know about your experience, Terri . We set a high standard for ourselves and are truly sorry to hear that we did not meet your expectations. Since COVID we are no longer able to offer in home euthanasia services, I assure you we strive to provide quality care and compassion with every client. We never want someone to feel we were unable, or unwilling to help during such a difficult time. Please call us at (425) 643-1170 and we'd be happy to discuss your experience further ... read more
Omg! I usually love this place and have been going here for years but they cannot get it together during this COVID crisis. It's so bad! Don't bring your animal here unless it's an emergency during this time. There's no organization as to whom is first or next to be helped. This is my third time here and all visits have resulted in over an hour wait to be helped. Today I'm approaching 1.5 hours....for a ear re-check. That's it. Run the dog make sure the meds worked....best part is tech after tech comes out the door wit... read more
Business response:
Janel, we appreciate the feed back. Currently we have all patients put into a calendar that lets us know who is next and what doctor is working on the case. Being a walk in clinic and due to the fact we are seeing more critical patients we have had unpredictable wait times. We advertise these and offer drop off appointments. With curb side things take longer since everything has to be done over the phone. We are trying to implement more digital form options to try to adapt to this difficult time. We appreciate your patience ... read more
I had been going to AHNH for 35 years. First 2 cats and then 2 dogs. My dog was having a hard time breathing and her tummy was very distended. I took her in and it was 5:30. The receptionist asked if I had an appt. When I told her no she simply said my dog couldn't be seen and handed me 2 phone numbers for 24 hour vet clinics. It just so happened a vet tech was walking thru the waiting room and saw my dog. She came over, took one look at her and grabbed her out of my arms and ran her to the back, telling the receptionist the... read more
Business response:
Sara, we appreciate your feed back and are saddened that you were not happy with the care we provided on your June 2019 visit. We are not a 24 hour or an emergency clinic and try to accommodate walk-in during the evening appointment hours the best we can. Our reception team has grown in the last year, and is trained to recognize emergencies and always checks with doctors before recommending secondary options. We also understand that emergency veterinary care can be costly, which is why we always try to accommodate our client... read more
I have been a customer for almost 12 years with two dogs and a cat. Tonight, my two labs got into a bag of organic bone meal fertilizer. We called and was told they were too busy to see our dogs and we should go elsewhere. When I said they've been our vet for over 12 years and didn't want to go anywhere else, they said oh well, we don't have time to see them. I asked to speak to someone else and was told there was no one else and good luck. Time to move our care elsewhere.
Business response:
Alan, first and foremost I am sorry we were not able to support you in your time of need. We try our best to balance walk in emergencies, and already scheduled evening appointments. We rarely turn people away, I will personally check why we were not able to work you in. Some times this can depend on level of care and time needed to treat the emergency since we are not a 24 hour clinic, and how many walk ins we have on top of appointments already here. It is important to us to be able to provide quality care for all our patie... read more
For all the recent low reviews it's because over the last year this place had a CHANGE IN OWNERSHIP. You can tell because all of the staff that used to be there for years jumped ship when the past owner and good doctors opened a practice elsewhere. Now it functions more like a franchise and you will be overpriced, over delayed, and under taken care of. Another give away is all the old cute photos of dogs on the walls have been replaced because those photos were the property of the old owner. The signs are everywhere that thi... read more
Business response:
Amybeth, I have worked here at Newport Hills for 8 years, first as Veterinary Assistant, then Licensed Vet Technician, now management. Dr Olsen over 20 years, Dr Thomas O'Brien over 9, Dr Davidoff 6 years, along with many support staff and DVMs over 5 years. Yes we have had turn over like any clinic in this industry, we help send our support team to school, and they move on to become Veterinarians, manage other clinics, or branch out to start their own clinic. We work with multiple rescues and partner with the Humane Society... read more
Frequently asked questions about Animal Hospital of Newport Hills
How is Animal Hospital of Newport Hills rated?
Animal Hospital of Newport Hills has a 4.2 star rating with 919 reviews.
When is Animal Hospital of Newport Hills open?
Animal Hospital of Newport Hills is closed now. It will open tomorrow at 8:30 a.m.