Since COVID-19 this practice has adopted a new bus...

Since COVID-19 this practice has adopted a new business model. You are no longer allowed on the premises. You check in from your phone in the parking lot, a technician comes to retrieve your pet and any conversations with the vet are by phone. I would be OK with these changes if they were well run but they are not. Since they started with their new business model I have experienced dropped calls, long hold times, lost files and excessive wait times. The practice has become very disorganized and I have seen a marked decline in customer service. I understand we are all getting used to the "new normal" with the pandemic but even then I don't think making an appointment, and actually being seen, should be a struggle.