Bush Veterinary Neurology Service

We did not have a positive experience with Bush Neurology, and while Bush is pretty much the only pet neurologist in the area, I still want to provide this feedback so that Bush can improve their customer service experience. Several less-​than-​ideal interactions we had with Bush were:
–We received a call from Bush to discuss prescription refills. My partner was at the office and asked if he could call back in a half hour (still very much within their business hours) to provide pharmacy information. When he called back, he received a voicemail indicating that the office was closed. We needed a prescription that day and did not receive one until the following day.
–My partner was designated as the primary point-​of-​contact for our pet. I received a voicemail providing me with instructions about my pet’s medication dosage. Not only was this information not provided to the primary care-​taker, it was given in a voicemail, which I may or may not have received before it was time to provide medication.
–Our pet was having a very difficult few days, and when I called Bush to see if I could speak to a vet, I was first given unsolicited advice from a receptionist about our pet’s condition and then told I would receive a call back from a vet. Two hours later, I received a call from a vet tech, who provided me with a quick response to one of the problems I had described. I communicated that we were very concerned about our pet’s condition and that we had multiple questions that we would like to discuss that day regarding end-​of-​life care. I was repeatedly told that my doctor was not in that day, given more unsolicited advice from the vet tech about my pet’s medications, and told to schedule an appointment for the next day despite repeated requests to speak to a vet. We were told that Bush was our primary care provider for the duration of our pet’s illness, but this interaction did not display a commitment to care. We then followed up with our normal vet (not Bush), who fit us in and answered all of our questions that day.
–The following day, I received a call from a vet at Bush that was a half-​hour later than our scheduled appointment time. The vet then recommended giving a dosage that our pet was already receiving (indicating a lack of knowledge of our pet’s plan for care).
I would expect that an office that regularly deals with patients receiving end-​of-​life care would have a more positive customer support experience. Bush, please take this into account moving forward.

My pet recently had back surgery to remove a ruptured disk. Dr. Indrieri, Mark, and entire staff were wonderful. Very caring and I’m so happy to say surgery was a success. Highly recommend. Great to know such expert services are available if you need them.

A professional vet in every sense of the word. The place looks more like a furnished apartment than a cold clinic. Every member of the staff was compassionate and obviously loved the animals they’ve seen. They made me feel welcome and respected.
Dr. Indrieri was a very friendly, thorough vet. He was able to explain to me in simple terms what was going on with my dog and offered options on how to proceed with treatment. I drove an hour and a half to get there to diagnose my dog and was not disappointed. It is not cheap, but this place will give you peace of mind and extraordinary care for a special member of your family.