This rating is for their emergency services. My cat got injured (fell from a counter). I don't know if it's a sprain, broken or just injured foot/leg/hip, etc. It's 11:40pm at night on Sat, I call the emergency number. On hold for over 6 minutes, nobody answers. Call 3 more times, finally getting an answering service. The person was half asleep, made me repeat my info multiple times. 2 hours later, no call from the on call doctor. Call back the number get answering service again. They try to connect me to the doctor with no luck. Sent another message over to the doctor. I am waiting for a call. It's 1:40 am. I just want to know how to examine my cat and if they think it needs an emergency visit (google only tells you so much).