July 13, 2020

To Our Clients from Co-owners of the Gardner Animal Care Center, Dr. Michael McTigue and Dr. Brian Hurley:

All of us are enduring an exceedingly difficult time with a very much altered way of doing things, thanks to a worldwide pandemic. At the animal hospital, we have had to make tough decisions to protect our staff and our clients. We have had to suspend much of the face-to-face interaction that we feel is an important part of the communication process. We are continuing to engage in “curbside” service, which comes with its own set of challenges, especially when dealing with what most people regard are their family members, their pets. We ask that all our clients wear masks when interacting with our team including daycare, boarding, and grooming services.

We need our clients to know that we are doing the best we can under difficult circumstances. Spring and summer are typically our busiest times of the year and this year is no exception. While most of you have been patient and even appreciative of our efforts, we have experienced a few folks who have expressed frustration and anger over how we have had to do things. Our support staff (technicians and receptionists) are the ones that are exhausting themselves on the phone, running back and forth between your vehicle and the hospital, and keeping our packed schedule running as smoothly as possible. We cannot do any of this without them. However, they are the ones that have taken the brunt of the frustration and anger. Please know that they are doing more than we have ever asked of them and they are doing an amazing job for us. While we understand that this pandemic has increased the stress level of almost everyone, we need to ask for your patience and understanding as we continue to bring the best service possible to our wonderful clients and their pets. We will not compromise the safety of our team, as much as this can add to the burden of how we must do things. If you must express your frustration, please ask to speak to either one of us or a manager as we will not allow verbal abuse to be directed to our team members.

Our appointment schedule has been overwhelmingly full every day. This has been another point of frustration for some clients. Be assured that we are seeing the maximum number of patients we can while still maintaining the quality of care that you have become accustomed to. If we inform you that we cannot see your pet and you at a time that you prefer or need, it is because we are already overwhelmed and cannot take any more patients on that day.

We have the best clients anywhere and we value the relationship we have with you and your pets. Thanks for recognizing that we want what is best for your pets while we take care of you and our team.

Thank you for your patience and understanding.