I’ve had a lot of positive experiences with this clinic overall. The vet techs are wonderful, so sweet, informative, and helpful, and the doctors have always been great. Everyone is incredibly kind to my Lola, and I genuinely appreciate the care they provide.
Unfortunately, I had a very frustrating experience today while Lola was there for her dental. I had an Amazon prescription request for her medication that was canceled and instructed me to contact the clinic. I called and spoke with a front desk employee, who couldn’t confirm whether the prescription request had even been received. After that, I was directed toward ordering the medication through the clinic’s website. I explained that I wanted to use Amazon because I have Prime and the clinic’s website charges for shipping, but I was still directed to use the clinic’s website.
I was also told that prescription requests from outside pharmacies are only checked once a week. I was told that if Amazon had canceled the request because the clinic was considered unresponsive within Amazon’s required timeframe, there wasn’t anything they could do about that.
When I picked Lola up, I spoke with a different front desk employee and was again directed to use the clinic’s website. I was ultimately given a paper prescription, which means I now have to figure out how to mail it to Amazon, delaying Lola’s medication.
I want to be clear that the vet tech who gave me the paper prescription was genuinely trying to help. She was our tech today and was clearly doing her best to make sure we had what we needed. My frustration is with the prescription process and the communication from the front desk, not with her or the veterinary staff.
What makes this especially frustrating is that Lola’s previous prescription was ordered through Amazon and approved by this same clinic, so I’m confused about why I was told they may not be able to receive Amazon requests now.
I really like the doctors and vet techs here, and Lola has always been treated wonderfully, which is why this experience was so disappointing. I completely understand having policies around outside pharmacies, but being told that outside pharmacy requests are only checked once a week, especially when that can result in a pet’s medication being delayed, left me questioning why the process is handled this way.
I hope the clinic will clarify this process and improve communication around outside pharmacy requests. I would hate for another pet to experience a medication delay because of an unclear or unnecessarily slow prescription process.
**UPDATE**
After posting this review, I looked up Vista Pet Hospital's prescription policy and found that they specifically state that online pharmacies such as Amazon can contact Vista directly for prescription authorization. Since this was an Amazon prescription request, I am surprised by how the situation was handled. I was also told that prescription requests are only checked once a week, which seems inconsistent with the clinic's published policy stating that refill requests may take up to 72 hours to process. I wanted to add this clarification so others have the full context when considering how prescription requests are handled.
