The business is a well-established veterinary clinic with a good reputation. The overall score of 4.5 reflects a high level of quality, pricing, and innovativeness. The staff is caring and knowledgeable, and the facility is clean and well-maintained. The clinic offers a range of services, including emergency care, and has a team of experienced veterinarians and support staff.However, one issue stands out. A small number of customers have reported poor communication and a lack of urgency when dealing with emergency situations. In one case, a customer reported having to call multiple times for results and being sent on a "run around" mission. Another customer reported feeling like they were being treated like "nothing was wrong" while their pet was potentially dealing with a serious health issue.While the vast majority of customers have had positive experiences, it's clear that there are some issues with communication and customer service that need to be addressed. The clinic's ability to provide exceptional care and service is evident, but it's also clear that there's room for improvement in terms of how they handle emergency situations and communicate with customers.In terms of innovativeness, the clinic seems to be doing well in this area. They have a team of experienced veterinarians and support staff who are committed to providing the best possible care for their patients. They also offer a range of services, including emergency care, and have a clean and well-maintained facility.Overall, the business has a good reputation and a high level of quality, pricing, and innovativeness. However, there are some issues with communication and customer service that need to be addressed. With a bit of effort, the clinic could take their service to the next level and provide an even better experience for their customers.