Willett House - Staines

We had to attend an emergency vet on a Sunday evening as our little cat had suddenly lost the use of her back legs. 💔 We knew the outcome was not going to be a happy one for us, but the vet here was so caring and assured us that Squeaks couldn't be saved. I would like to thank the Vet here ,(I can't remember her name) but she was so sweet to us. Thank you again 💓

Poor communication, not animal-centred, and focused on additional charges. I went in for my kitten’s first vaccination and was charged this unnecessary £70, even though it was just an initial vaccine visit that could not be performed, and they wanted me to pay an additional fee for a second visit. My kitten had regressed from historically walking a few steps and now can only crawl on his arms. The wait-and-see approach shocked me and, as expected, led to no improvement. Reading the notes now, there are inaccuracies in what I was told — the vet suspected congenital CH, but the records indicate significant neurological abnormalities. I was only offered a hypothetical expensive specialist referral with no details and no guidance on supportive care. When I highlighted financial concerns, I was simply told to wait and see, leaving me perplexed at my options. When I independently attempted to arrange physiotherapy, they effectively blocked the appointment. If due diligence and care for my kitten had been their aim, they would have contacted me directly, but they have not reached out at all since my appointment. By contrast, Vets4Pets gave a clear, direct, and timely prognosis; helping me understand my kitten’s capabilities and weigh the pros and cons of further tests. They did not charge despite him being unable to receive a vaccination. I would not return or recommend Willetts clinic. Worse, I had informed them of my long-term health struggles — and was still charged this unnecessary £70 and expected to pay again for a second visit, despite them knowing and not fully informing me of the extent of my kitten’s poor expected outcome.

Whilst the staff at the surgeries are genuinely lovely and have always treated our pets with care and respect, we found the practice to be very expensive compared to other local surgeries. I am giving two stars due to a particularly poor administrative experience when transferring our pet to another practice for these reasons. It took over five weeks for the required paperwork to be released, despite repeated chasing. This caused delays to our pet’s treatment and resulted in unnecessary suffering. Once the transfer was finally completed, we were then contacted for a final payment relating to a pet club membership we were unaware we were still enrolled in, despite no longer being registered with the practice. The information provided at the outset of the transfer was unclear and incomplete, and when we raised our concerns, the response focused more on pursuing the outstanding balance than on acknowledging the impact the delays had on our pet’s wellbeing. Based on our experience with the administration, I would not personally recommend this practice. That said, I cannot fault the vets and nurses themselves, who were excellent whenever our animals required treatment.

Willett House Staines have been looking after my dogs for the past 25 years. I am blown away by their kindness, expertise and professionalism. Your animals are in safe hands at Willett House. Huge thanks to Gerard and team. Janet Davies

⭐️⭐️⭐️⭐️⭐️ Absolutely amazing experience! The whole team at the vet surgery were kind, professional, and genuinely cared about Dexter’s wellbeing. From the first call to the follow-up after her visit, everything was handled with warmth and compassion. They treated her with so much love and patience, making sure she was comfortable every step of the way. I felt completely confident she was in the best hands. I couldn’t recommend them more highly — truly outstanding care! 🐾