Type	Comment
Customer	 Sometimes it takes multiple days just to arrange an appointment, and then I have to wait for even longer to actually have it.
Vet	 I rely on the CR team to tell me what my schedule is, because it keeps on changing.
Customer	 I had to call three different times before anyone could tell me which site had availability. My cat was in quite a lot of discomfort by the time we finally got her seen.
Vet	 Half the time I arrive at a farm call and the details I was given are wrong or out of date. I do not know if it is a records issue or a communication issue, but it needs sorting.
Customer	 I have been coming to Pritzki for eleven years. Lately I dread having to ring up. You are put on hold, transferred, and then told someone will call you back. They do not always call back.
Customer Response	 I am managing three different paper diaries and a shared email inbox that nobody else checks. If I am ill, the whole thing falls apart.
Customer	 The vets themselves are wonderful. Getting to them is the problem.
Vet	 I sometimes find out about a follow-up appointment for one of my patients only when the client mentions it during the visit. That is not acceptable when you are managing an ongoing condition.
Customer	 I left a message about an urgent matter and heard nothing for six hours. I ended up going to another clinic.
Customer Response	 Clients ring up angry and I understand why. I am angry too, and I work here.
Customer	 I was sent a reminder for an appointment at the wrong site. I drove twenty minutes in the wrong direction.
Vet	 There is no way for me to see my own record of resolved cases. I have no idea how I am performing or how my clients feel about me specifically.
Customer	 When I finally got through to someone, she was absolutely lovely and sorted everything out. It is just the getting through that is the trouble.
Vet	 The CR team work miracles with what they have got. I do not envy them.
Customer	 The appointment itself was excellent. My dog was treated with real care and the vet took time to explain everything clearly.
Customer Response	 Once you know the system, you can make it work. It is just not something a new person can pick up quickly.
Customer	 I have never had cause to complain about the quality of care. Pritzki vets clearly know what they are doing.
Customer	 They are reliable out here, which matters. I have worked with worse.
Customer	 Ringing ahead to warn them we were coming in as an emergency, they had someone ready for us when we arrived. I was grateful for that.
Vet	 When the CR team get the notes to me in time, the handover between sites actually works reasonably well.
Customer	 It took a while to get the appointment, but we were kept informed, which made the wait more bearable.
Customer Response	 On a quiet day, honestly, it runs fine. It is when things pile up that it becomes unmanageable.
Customer	 I have used three different vets over the years. Pritzki are not the easiest to deal with administratively, but I keep coming back because the standard of care is simply better.
Vet	 I would like to be able to update a case note from the road. By the time I am back at a site, I have seen six more animals and the details blur.
Customer	 Nobody could tell me what the visit would cost until after it had happened. I appreciate that emergencies are unpredictable, but even a rough estimate would help.
Farmer	 I have had the same vet for most of my call-outs this year. That consistency matters when you are dealing with livestock. Long may it continue.
Customer	 My previous clinic had an app. I could book, cancel, and see my pet's history all in one place. I miss that.
Customer Response	 Sometimes I am chasing the same piece of paperwork across two sites and three phone calls. It would be faster to drive there myself.
Customer	 The grooming service at the main site is a lovely addition. Booked that easily enough online, funnily enough.
Vet	 I have patients I have seen four or five times and I still have to ask the CR team to pull their history for me before each visit. It breaks the continuity.
Customer	 We were called to confirm an appointment we had already confirmed twice. Small thing, but it does make you wonder what else is slipping through.
Customer	 Getting hold of someone at short notice is hit and miss. When you reach them they are helpful enough, but you cannot always afford to wait.
Customer Response	 I have started keeping my own personal notes because I do not trust that the official record will be where I left it when I next need it.
Customer Response	 Customers ask me to pass messages to their regular vet and I do my best, but I cannot guarantee anything reaches anyone in a timely fashion. That is an uncomfortable position to be in.
Customer Response	 We had three people ring in one morning asking to cancel appointments that were not even in the diary. To this day I do not know whose appointments they were.
Customer Response	 New starters take weeks to get up to speed, and even then you worry about what they might miss. There is no checklist, no guide. You learn from whoever trained you, and hope they learned it right.
Customer Response	 I spend more time on the phone coordinating between sites than I do actually helping the clients in front of me.
Customer Response	 I flagged a double-booking three weeks ago. It was resolved, but I had to follow it up myself four times before anything was done.
Manager	 I am trying to build a picture of client retention but the data simply is not there. I know we are losing people. I cannot tell you precisely who, when, or why.
Manager	 Collating feedback at the end of each quarter takes the better part of a week. Half of what we collect is not comparable because the forms have changed twice in two years.
Manager	 I asked for a count of urgent care cases across all three sites last month. I received three different answers.
Manager	 We have no reliable way of knowing whether a complaint was resolved or simply went quiet. Those are very different outcomes.
Manager	 If a GDPR request came in tomorrow, I genuinely do not know where all the relevant data lives. That is not a position any of us should be comfortable with.
Manager	 The feedback we do have points clearly to scheduling. But I cannot cross-reference it with case outcomes, revenue, or staffing levels, so I cannot make a proper argument for change. I am working with instinct where I should be working with evidence.