It was my first time and as soon as we walked in doors they greeted us by first name and checked us in and usher us to a room no wait and tech came in and explained what they were going to do then veterinarian came in and did an exam and explained what was wrong and went over treatment and meds and made sure we had their number to call if we had questions or complications with meds and expectations and to follow-up in month. Very thorough and a very pleasant experience for my dog and me.