Frustrated? Urban Animal would like to share a few thoughts.
Posted in: News
To all Urban Animal clients,
*PLEASE READ* Whether you’ve been frustrated with your veterinary care or think you may need veterinary care in the near future.
THE STATE OF THINGS
Urban Animal understands it’s been a challenging stretch of time to receive veterinary care. Most days there’s 2-5 hour wait times to see a veterinarian – we’re frustrated too. In Seattle and across the country, the industry is in the throes of several serious conditions which are being felt by everyone. We’re asked a lot of questions and hear different feedback from clients. Urban Animal wanted to take a few moments to answer some of the most pressing questions:
1) WHY ARE WAIT TIMES SO LONG?
The veterinary industry is struggling. An issue fueled by multiple aspects which manifests into long wait times.
• Pet ownership increased significantly during Covid. Simply stated, more pets = more wellness checks as well as more sick and injured pets who need care.
• Staff Shortages. Prior to the pandemic, it was challenging to find qualified staff. The problem only worsened during Covid, and the scarcity of finding and hiring experienced veterinary professionals continues to be a big hurdle. Urban Animal is constantly and aggressively looking for the right people.
Urban Animal is not alone in this predicament. This summer the topic has been in the news; check out King 5’s news story; and articles written in MyNorthwest and Fortune.
“King 5” https://www.youtube.com/watch?v=WazHI74q7ik
“MYNorthwest” https://mynorthwest.com/3073625/staffing-shortage-leads-to-backups-at-puget-soundvet-clinics/
2) WHY CAN’T I SCHEDULE AN APPOINTMENT?
Urban Animal operates as a walk-in approach which allows us to offer services at a lower price point over an appointment model. From the beginning, Urban Animal embraced smart and sensible veterinary care because we wanted all pet owners to have access to affordable care. As we’ve grown and are faced with a variety of issues, Urban Animal is taking a fresh look at what today’s pet owners need and want. While we’re searching for more doctors and support staff, Urban Animal is evaluating different approaches to meet our clients’ needs such as wellness clinics, options for appointment-based services, and how to elevate the walk-in model.
3) WHAT IF I JUST NEED A WELLNESS EXAM/ANNUAL EXAM/ROUTINE CHECKUP?
Right now, the number of sick and injured pets needing care is overwhelming. Many veterinary ERs have been forced to close, are reducing hours, turning patients away, or managing more than 8-hour wait times. Regardless of Urban Animal’s model, our primary function and duty is to help sick and injured pets.
However, we know wellness exams and the like are still important to your pet’s overall health. And yes, we know it’s unreasonable (and no fun) to wait hours for a wellness exam. One solution available at Urban Animal is to ask about a technician appointment. These technicians are skilled professionals who are extremely capable of helping keep your pet’s vaccines current.
For other wellness concerns – for the moment – if you need your pet to see a veterinarian for a non urgent matter, and you’re unable to wait, it may be better to try and schedule an appointment at another general practice. But know, Urban Animal wants to be your vet of choice.
We are committed to providing wellness clinics in the near future. Stay tuned!
4) IS URBAN ANIMAL AN URGENT CARE OR A GENERAL PRACTICE?
Prior to Covid, we had always been able to take care of pets’ urgent medical needs as well as provide general wellness. Urban Animal is not just capable, but really good at both! This is because of Urban Animal’s walk-in model and having highly skilled doctors and staff with experience in urgent care situations. While we continue to have highly skilled and capable people, the current overwhelming demand has created tenuous challenges. Yes, we want to be your regular vet, but we can’t ignore the need for urgent care which ultimately leads to longer wait times.
5) WHAT IF I’M SO FRUSTRATED, I WANT TO EXPLODE?
Please don’t. Take a deep breath.
Every day Urban Animal is trying to help as many pet owners and pets as we possibly can. Our team is typically working 12-hour shifts with little rest and recharge. Even though you might be frustrated and stressed – becoming irate, using toxic language, or berating Urban Animal in person or on Yelp does not help. We’re doing our best to manage clients’ expectations in a currently difficult environment.
Speaking of Yelp – please don’t write a Yelp review venting your frustrations. Talk to us and give us an opportunity to make it right when you feel we’ve fallen short. Without a chance to hear your frustrations, we can’t help you – or your pet. We want a relationship with you; to be a trusted resource for your pet’s health and to have a two-way dialogue to navigate stressful situations when your beloved pet’s health may be in peril.
Bad Yelp reviews hurt actual people – our people. It’s demotivating and unnecessary. If you’re unwilling to give us a chance before you tell Yelp – we can no longer have a relationship.
6) WILL IT ALWAYS BE THIS WAY? WHAT IS URBAN ANIMAL DOING TO MAKE THINGS BETTER?
No, it will not always be this way! Urban Animal is creating a workplace where every veterinary professional WANTS to work and where clients and pets receive high-quality and efficient care. There are several things we’re working on to achieve this:
1) a dedication to creating an employee-owned veterinary company (there are way too many corporations versus people owning veterinary practices);
2) instituting a business model that allows Urban Animal to provide fair and market-driven compensation for our skilled workforce; and
3) hiring more staff to help provide efficient and high-quality care to all pets and owners.
With more staff, Urban Animal’s goal will be to re-open weekend hours, significantly reduce wait times, and explore wellness clinics. All with the aim to care for more patients in a smart and sensible manner as Urban Animal evolves.
In the meantime, we continue to appreciate your patience while we work through these mounting challenges and ask for as much kindness as you can spare. Urban Animal is confident in our ability to resolve these issues.
Thank you for being part of the Urban Animal Family.
