Coronavirus – Client update – 15.1.2021

Following the government announcement on 4th January, we thought it would be beneficial to publish an update to reassure you that our priority remains to do everything we can to protect our clients and staff, in order to prevent the spread of the coronavirus and to remain open in order to look after your pets and provide an emergency service.

Based on current advice from the British Veterinary Association and the Royal College of Veterinary Surgeons our policy is:

Contacting the surgery

The best way to contact the surgery is via pets app for non emergencies. Head to the app store or play store and download the app! From here you can speak to our receptionists, arrange a video consult with a vet and order any medication including flea, tick and worm treatments!

You can still contact us by phone but please note you may experience a longer wait than usual at busier times of the day.

During the current lockdown we will be offering video consultations. This is following guidance from our governing body that where possible we should be carrying out video consults as they are safer for our staff and clients.

If you do however need a face-to-face consult, then these can still be booked. At the time of booking the appointment the receptionists will ask you a few COVID related questions – please note these are standard questions and are only being asked to protect our staff and other clients.

Visiting the surgery

Should you have a face-to-face consultation appointment booked then we will:

Ask that all clients check in at the front door and then go back and wait by their cars
Clients will be greeted into the surgery by the vet and escorted to the consult room
You will be required to wear a face mask and wash your hands thoroughly with anti-bacterial soap
We ask that all our clients attend the surgery alone where possible to reduce the amount of people we have moving through our surgery
We are aware that some clients may need a companion with them to make decisions about care and finances and we ask that this is a member of the same household
Once your consultation is finished clients will be asked to wait outside for any medication and to pay. We are requesting that all payments are made by card rather than cash where possible.
If you do not feel comfortable coming into the surgery, then our vet will speak to you in the car park and may take your pet into the building for treatment
We ask that our more vulnerable clients (the elderly, pregnant women, pre-existing health conditions) to stay in the car and phone us from the car when you have arrived for your appointment.

***Please note that from June 2020 we no longer offer an account facility, so payment is required at the end of your visit unless you are making an insurance claim for the treatment of your pet***

Home visits

Home visits can still go ahead for euthanasia’s and in exceptional circumstances only (i.e. where the client cannot drive)

Our vet will attend wearing full PPE and you will be required to wear a face mask at all times
We ask that the procedure can be carried out in a well-ventilated area of your home
Our vet will distance themselves from you but will take into account giving you reasonable amount of time to say farewell to your pet.
Home visits do require some planning to fit around our busy schedule of clinics and procedures. Therefore, where possible, allowing some ‘advance warning’ time for this, and flexibility over you availability during the day would be appreciated.

Drugs

As it stands, we are not experiencing any difficulties in the supply of medication so there is no need to order any more than you normally would.

There is a delay in some food deliveries so please bear this in mind when ordering. There is no need to order more than you normally would, just do not leave it until last minute if at all possible.

If you have any concerns please do not hesitate to contact us,
Thank you

EMERGENCY?