Loyal Family Veterinary Hospital

Dear Loyal Family Vet,

Thank you for being the BEST vets in town! From day one, Dr. Kuyper has been there for my puppy Tano. She is very professional, kind, and is in your pets corner.
Dr. Hornickel is another great vet as well!

Thank you entire team for always taking care of my little one!

I appreciate the "response from the owner" below. It has been a better experience lately and Dr. Hornickel in particular is amazing!

The doctors are always great. The techs are always great with my pup. But I don’t feel well treated as a human by reception.

Example 1; when my dad died, I wanted to take my dog with me as comfort to go and handle everything. I had never flown with my dog before so I didn’t know what was needed. Talking the receptionist was painful. Just very robotic questions and responses and unwillingness to work with me to get the certificate done the next day given the circumstances. Even if an appointment couldn’t be made, it would have been kind to have empathy and apologize or try to talk with the staff and call me back to see if something could be worked out. But it was very black and white, “we don’t have an appointment on such short notice.” Sorry that my dad’s death didn’t fit your schedule.

Example 2: I spoke with a doctor about international travel with my dog. We made a plan. She told me to call back closer to my leave date to set the actual appointment. I did that but when I called back the receptionist I spoke with kept asking me to reshash all of the details again and was obviously not happy with me not just directly responding with a straightforward answer. I tried to explain that I did that with the doctor and just need to speak with her to set the appointment. Finally, they said she’s not in today so they can leave a note for her to call me back the next business day. I said thank you I’d appreciate it because it’s a lot of details. And then they just abruptly hung up.

Example 3: When I tried to call to initially ask about international travel I was dismissed. There are many specific tests and requirements for any country you go to, I learned later through my own research, and all I got was “it depends on the airline you fly with”. It’s like they don’t take the time to hear me and just assume and respond and then become easily frustrated.

Everything about the visit to the Loyal Famoly Veterinary Hospital was great!! Making an appointment was straight forward and we were able to be seen quickly. Dr. Hornickel phoned me to discuss the options for bringing Holly's vaccine records up to date from heart worm and fleas and tick prevention to canine influenza, rabies, and all during the annual exam. Dr. Hornickel discussed the steps for flushing clean Holly's ears. They followed up the next day to check in and answer any questions. They responsibly social distance and follow safe practices to prioritize safety. Highly recommend if you're looking for a vet!

I have felt very well taken care of from the very first vet visit we have had with our now 5 month old puppy. However, I really have to highlight my recent experience with Dr. Hornickel. She is one of those doctors that just goes above and beyond to help you and your pet. You can really tell that she cares about your pet and that it is important to her that you feel all of your questions are answered. She is patient, caring, attentive, and very professional. Highly recommend this place and especially Dr. Hornickel.

We have been going to Loyal Family for about 4 years and are always impressed by their care. Over the past few months, our dog Molly has had a number of complicated GI issues that we have seen Dr. Nelson and Dr. Hornickel for. They have spent a significant amount of time and attention on her care, including multiple follow up calls after appointments to ensure she is improving.

Due to the pandemic, currently the front desk staff, techs and doctors are communicating with pet owners over the phone while their pet is in the clinic for the appointment. Despite these changes, I have never once felt like they have compromised quality of care. They spend just as much time, if not more time, ensuring that they understand your concerns and explain their plan over the phone. We are always provided with thorough explanations to our questions as well as a cost breakdown before proceeding with any diagnostic testing or treatment. Thank you to the entire team at Loyal Family for always taking such good care of Molly! We will continue to recommend you every chance we get.