This is an edited version of the letter sent to AIMSS (edit due to character usage not content). I have always thought that Veterinarians helped animals communicate with their owners. You are the conduit that helps us help our furbabies. You notice all the subtle nuances of an animal and are able to translate those nuances into needs for the owner. Communication and follow up, in any business is paramount, but is essential when you are dealing with the life and health of a living creature. In a lot of ways surgery is the easy part, all the aftercare that takes place at home that is vital for full recovery. Our experience at your clinic comes with mixed review. While I feel that Dr. Willianson, Dr. Black, and Dr. Neilson are extremely competent and wickedly smart and your clinic is comprised of kind, compassionate staff, I feel that there has been a serious lack of communication and follow up. On the rare moments you have had the time to speak with me, you’ve explained the boom of business you've been experiencing due to the other emergency vets in the Bay Area cutting their hours and how overwhelming it has been for your clinic. I saw this boom as I sat in your waiting room from August 9th - 13th. It is a revolving door. From admission to Discharge (4 days) I saw a vet twice. When I told a staff member about my experience of only seeing a vet twice during our 4 day stay. Her response at that time was "oh, the standard of care is for the vet to call owners twice a day when a pet is hospitalized." In a 3 week time period I have sent 3 emails and made 5 phone calls to the clinic seeking advice for the care of my dog (med questions, activity restrictions, etc). In total, I have received one return phone call from Dr. Black and zero response to the emails. ***There are several instances where I reached out for help and no one ever followed up, but due to character limit, I am unable to include them***After my 2 week follow up appointment I was doing some exercises with Bisquit when I noticed a lot of creaking and popping in her joint. I immediately called the vet to ask if Dr Neilson had made any comment about this in her notes. The receptionist sent me the progress note that Dr Neilson had written. After I read the progress note, I still had questions, so I responded to the email twice asking for clarification. These emails were never responded to. I pose these questions, if I was a concerned parent calling in about creaking and popping in a joint of a surgical site, shouldn't the vet be made aware of that and if that vet was made aware of me calling that day, wouldn't that vet want to call me to follow up? This is the after care I am referring too. When an animal is admitted to the veterinary hospital for an emergency their care does not stop at discharge. t is unfortunate that your clinic is experiencing growing pains. It is unfortunate that your clients are not receiving the aftercare that they need and deserve. Follow up care is vital for full recovery. Being there to support us parents so we can support our animals is fundamental to the Vet-Pet-Owner relationship. Will Rogers said "The best doctor in the world is the veterinarian. He can't ask his patients what is the matter he's got to just know." I trusted you to be my dog's voice. I trusted you to be there to answer my questions so I could support Bisquit to the best of my ability. I needed your help. Your clinic has let down not only me, but most importantly my dog. Please, every day in every second, while you practice, remember the Veterinarian's Oath that you took. I hope this review will promote some changes in your clinic so other animals and their owners can receive exceptional care that they deserve. Have you ever thought about a Care Coordinator? Someone who is dedicated to solely following up with patients. I know you can't cap you admissions per day,