Before you arrive, please remember

• Follow any instructions regarding starvation of food or water before your pet’s visit; and the giving of any medication.
• Bring any paperwork, e.g. lab results, x-rays, that your vet may have given you.
• If your pet is having occasional “funny” attacks, which they may not show when they come to us, a video of the episode on your phone/camera is really useful.
• Please try to ensure your pet has evacuated his/her bowels before seeing us. We do have a small shingled area for this purpose next to our car park.
• While we appreciate that your pet may have a “favourite” toy or blanket, please do not bring these for 1-2 day procedures. In order to maintain our strict hygiene levels, everything is washed several times a day, and on a busy day it can be very difficult to keep track of individual blankets in the washing. For longer stays, we recognize the value of having something “smelling of home”, so please discuss this with the ward nurses.
• Bring your insurance claim form, already signed. We cannot be paid until we receive this and, similar to all small businesses, we have to ensure we keep our cashflow moving!

On arrival

Our receptionists will welcome you. There is complimentary tea and coffee available for you after your trip. Please allow yourself 10 minutes to register and relax!

The consultation

• The first thing we do is to make sure we know all about your pet, his/her habits, normal activities, and also their problems. This may well repeat the information we have from your vet, but it is more helpful for us to hear your version, rather than relying on a printed summary. These details may be taken by the specialist or by one of their Interns. (The Interns are qualified vets studying with us to further their knowledge, and possibly become specialists in the future).
• The specialist then will examine your pet, and discuss with you his/her findings, the options for further investigation or treatment, and the costs involved (taking into account any insurance policy you may have).
• We may occasionally have to repeat previous tests performed by your vet. Your vet will often perform “screening” tests to look for problems, e.g. blood tests or x-rays. These may be relatively low cost to ensure they do not spend too much of your money on unnecessary tests. However, if they do highlight a problem, we may need to repeat them in more detail to explore the exact cause.
• Should further investigations be needed, we will try to do these on the same day, so you may need to leave your pet and come back later in the day. Alternately, we may decide to investigate and, if appropriate, to keep your pet in for treatment  (surgery or medical) over the following days. In all cases, we will liase with you to ensure you are happy that the treatment options fit in with your circumstances.

Dropping off your pet for procedures

Some pets will have had previous investigations, and you will be dropping them off for surgery, or to have a specific procedure carried out. In these cases, a veterinary intern or a qualified nurse will admit your pet. You should let them know if there have been any changes since we last saw your pet.

Visiting times

Visiting times are avilable for our long staying patients for the duration of 20 minutes. Visiting hours will be between 11-12:30pm and 3-4pm Monday to Saturday and are by arrangement only. Emergency visits only on a Sunday. 

Discharge

Pets will be discharged within our opening hours of 8 am - 6 pm Monday to Friday, and 8 am - 12 pm Saturdays. These times are due to our planning restrictions, and only in the case of emergencies will Sundays be considered for discharge. 

You will see either your specialist, a veterinary intern or a qualified veterinary nurse when your pet goes home. This will depend on your previous discussions with the specialist.

You will always receive direct feedback from the specialist involved with your pet before you collect him/her – either at discharge or by phone.

You may also be booked in to see one of our physiotherapists, should your pet need further physio treatment at home and/or with us.

You will also receive written instructions regarding our findings, details of medication, when to return for re-examination and any physiotherapy that may be needed. We will also arrange the recheck appointment if appropriate.

Your vet

We fax and/or email, as well as post, a written report to your vet the day following the discharge of your pet. We will often speak to them on the phone as well to ensure they are aware of treatment we have given.

Any questions afterwards

• If your pet has come home following surgery or a procedure and you are worried about anything at all, please phone us on 01425 485615. You will initially reach one of our veterinary interns or nurses, who are at the practice 24 hours a day. They may not be familiar with your pet’s particular problem, but they will be happy to give general advice.
• Should your pet’s problem be more serious, our specialists are on call, and our interns will be able to contact them and get them to call you back to discuss the problem. In some cases, we may see your pet here, or we may suggest you see your local vet who will be nearer.
• Any questions regarding appointments, insurance claims or invoices should be directed to us from 9:00am - 5:00pm Monday to Friday.