Practice Information

Consultations

In Wellington we consult throughout the day from 9.00am to 6.30pm Monday to Friday and 9.00am to 12.20pm on Saturdays. All consultations are by appointment. Please telephone between 9.00 am and 6.30pm to arrange an appointment. If you are a new client or have a new pet we can register your details at this time. To enable continuity of treatment each small animal vet has consulting and operating periods spread throughout the week. If you would like to see a particular veterinary surgeon, please ask. Appointments in Wellington may be at the main building or the Lancer Court branch (next door to the main building).

Operations

We like to admit pets for pre-booked operations between 0810am and 0900am. This is done at the main building in Wellington. Two vets operate every day Monday-Friday from 9.00am to 4.00pm. Pre-booked procedures are generally carried out in the mornings, although dentals may not be done until late morning or early afternoon. It is always possible, however, that our theatre list may have to be rescheduled due to emergencies or complicated procedures. If this is the case we will always try to contact you to let you know. Most animals that have operations in the morning go home between 2pm and 4.30pm and animals having their operations in the afternoon go home between 5.00pm and 7.00pm. As we have nurses on-site 24 hours a day we will try to accommodate admittances and collections outside these times by prior arrangement. Pre-booked operations are not routinely carried out on Saturday mornings as we reserve these slots for emergencies.

Nursing Clinics

We run regular nursing clinics, staffed by Qualified Veterinary Nurses, to give advice on all aspects of pet healthcare such as nutrition, weight control, worming and flea control, dental health and care of the older pet. Additionally, nurses will be pleased to carry out routine procedures such as nail clipping or the administration of medication. Nursing clinic appointments are charged at a lower rate than veterinary appointments and in many cases are free. Please contact reception for details of nursing clinics.

Behaviour Department and Puppy Parties

We have our own animal behaviour department run by Jackie Cook, a fully qualified animal behaviourist. Jackie can help with any area of your dog or cat’s behaviour that is causing you concern. In addition, Jackie can offer advice on how to avoid those common pitfalls that can lead to problems developing. Jackie runs evening puppy parties at the Hospital to encourage your puppy to become a happy well-socialised pet as well as running her own training courses for older pups and adult dogs. To book your pup into a puppy party simply give us a ring.

Out of Hours

We provide a dedicated small animal emergency service 24 hours a day 7 days a week 365 days a year. While the nurses remain in the Hospital to look after the inpatients, the vets work on an on- call basis, that is, they come in when requested to by the nurses. Should you need us out of hours ring the normal telephone number (01823 662286) and a nurse will answer. The nurse will discuss your pet’s problem and if necessary arrange for the on-call vet to speak with you or meet you at the Hospital. Please remember that the out of hours service is for genuine emergencies only. To reflect the increased staff costs of running an out of hours service there will be an out of hours fee and treatment provided out of hours will be charged at a higher rate than during working hours.

Home Visits

We prefer to examine your pet at the Hospital or one of the branch practices, where we have the facilities, equipment and trained nurses to give your pet the best treatment. Treatment at home is limited at best and the time necessary for home visits incurs additional expense. If specifically requested however, home visits will be made. Please telephone before 0930am for a visit the same day. Home visits cannot be carried out at our busiest times and we will usually arrange a time in the late morning or early afternoon. If you are considering a home visit to have an elderly or unwell pet put to sleep we will always try to accommodate you.

Repeat Prescriptions

Please telephone in advance (ideally 24 hours) to arrange repeat prescriptions for standard medicines. Unusual medicines that are not always kept in stock may need a little more notice. We are happy to provide repeat prescriptions as long as your pet is under our regular care – this means that we will provide repeat prescriptions for a specified period from the time of last examination. These periods depend on your pet’s condition and the medicine prescribed.

Fees

We accept payment by cash, cheque (with banker’s card), Switch, Delta and most credit cards. All fees are due for payment at the time of consultation and all operations should be paid for when your pet is collected. Please discuss fees with the veterinary surgeon or receptionist before treatment is given if you are concerned. We will be happy to provide you with an estimate of the likely costs of investigation and treatment on request.

Insurance

We recommend that you insure your pet for illness, injury and third party liability. Veterinary treatment is becoming increasingly sophisticated and the cost of providing the latest equipment and medicines is likely to continue to rise. Insurance provides peace of mind and ensures that your pet can receive the very best treatment should a complicated illness or accident occur. Choose your insurance policy carefully and consider whether the premium, level of veterinary fees cover (whether it is life-long, individual condition or annual cover), the policy excess, the exclusions and other details suit you and your pet’s situation. Please be aware that any pet health conditions previously recorded or claimed for may be excluded if you decide to change insurer. Pet insurance is a contract between the owner and the insurance company, not between the owner and the veterinary surgeon.

It is always a good idea to ensure that your dog is in fact covered before embarking on expensive treatment, as you will be liable for the costs of treatment should your insurance company refuse the claim.