Our latest updates on COVID-19

For all farm and equine updates, please follow ‘Mount Vets Farm Practice’ on Facebook.

Whilst we understand that these are anxious times for everyone, please be respectful when speaking to our staff. Without them, there would be no service at all. Thank you.

Our latest updates on COVID-19

For all farm and equine updates, please follow ‘Mount Vets Farm Practice’ on Facebook.

Whilst we understand that these are anxious times for everyone, please be respectful when speaking to our staff. Without them, there would be no service at all. Thank you.

Our Appointments

Due to the current COVID-19 circumstances, the way in which we carry out our services will slightly differ to normal, in order to adhere to the most up to date COVID-19 rules and regulations. 

Some appointments will be taking place outside (subject to weather and temperament). Please respect other people’s privacy when these appointments are taking place. Every appointment with a vet or vet nurse is a confidential consultation, regardless of location, and information overheard from these appointments should not be publicly posted anywhere.

Scroll down for our FAQs

Mount Active Pet Health Club Members

If you are a Mount Active Pet Health Club member, the health checks included as part of your plan will be honoured and scheduled. If your pet needs to restart their vaccination course due to implications related to the COVID-19 lockdown, the additional costs will be covered by your plan.

Your Mount Active Pet Health Club membership is a twelve-month contract. If you decide to terminate the membership early, you will be liable for any costs in full which were claimed as part of your membership plan, minus the membership fees you have already paid. Terminating your Mount Active Pet Health Club membership means no benefits under your plan can be claimed thereafter, and any additional costs implicated by the COVID-19 lockdown period, e.g. restarting your pet’s vaccination course, will not be covered and you will be liable for these costs.

Prescriptions & Food

For all pet prescriptions, including tick, worming and flea treatments, please ensure you allow us 24H notice before wishing to collect them (prescriptions ordered after 4pm on Thursdays will be ready from the following Monday to collect). We are trying our best to refill stock as quickly as we are dispensing it, so please be patient during this unusual time as our suppliers are not delivering as often as usual. We can post your pet’s prescription to you for a £4.50 fee (please call us to arrange – unfortunately we are unable to post food), or you can collect your pet’s prescription from our Wellington Hospital on Taunton Road:

 

  1. Call us to ensure your prescription is ready and pay over the phone or via our online payment link (if you know the amount) before leaving your house. Alternatively, you can pay at our payment window to the right (blue side) of the hospital building upon collection.
  2. When you arrive, please park your vehicle in our car park and make your way to our payment window on the right (blue side) of the hospital building. Please maintain your distance from other clients when waiting for your prescription.

Vet Video Consultations

If you are unwell or self-isolating and your pet is not an urgent case, you can arrange a video consultation by calling us on 01823 662286. Vet video consultations are £25 per 15 minute appointment. If your pet does need to come into the hospital for treatment, we can put you in contact with a local, reputable animal ambulance. For guidance on what you will need for a vet video consultation, please see below. You will receive further guidance once you have booked and paid for your consultation over the phone.

Our Appointments

Due to the current COVID-19 circumstances we are limiting physical appointments to emergencies, ill, injured and priority pets only. This means no routine appointments will be made until further notice ie. spays and neuters, dentistry, pregnancy scans, annual boosters and vaccinations etc.

Some priority appointments will be taking place outside. Please respect other people’s privacy when these appointments are taking place. Every appointment with a vet or vet nurse is a confidential consultation, regardless of location, and information overheard from these appointments should not be publicly posted anywhere.

If your pet is ill or injured, please first call us to discuss your pet’s symptoms. Our receptionists are trained to identify which symptoms are urgent and which are not. If our receptionist does not identify your pet’s symptoms as urgent, you will be directed to a vet video consultation option (please see below).

Puppies still require their initial vaccinations and will be able to come in for their 8 week and 12 week vaccinations.

Pets with allergies will also be able to come in for their immunotherapy injections

Mount Active Pet Health Club Members

If you are a Mount Active Pet Health Club member, the vaccinations and health checks included as part of your plan will be honoured and scheduled post-COVID-19 lockdown. If your pet needs to restart their vaccination course due to implications related to the COVID-19 lockdown, the additional costs will be covered by your plan.

Your Mount Active Pet Health Club membership is a twelve-month contract. If you decide to terminate the membership early, you will be liable for any costs in full which were claimed as part of your membership plan, minus the membership fees you have already paid. Terminating your Mount Active Pet Health Club membership means no benefits under your plan can be claimed thereafter, and any additional costs implicated by the COVID-19 lockdown period, e.g. restarting your pet’s vaccination course, will not be covered and you will be liable for these costs.

Prescriptions & Food

For all pet prescriptions, including tick, worming and flea treatments, please ensure you allow us 3 working days notice before wishing to collect them. We are trying our best to refill stock as quickly as we are dispensing it, so please be patient during this unusual time as our suppliers are not delivering as often as usual. We can post your pet’s prescription to you for a £4.50 fee (please call us to arrange – unfortunately we are unable to post food), or you can collect your pet’s prescription from our Wellington Hospital on Taunton Road:

 

  1. Call us to ensure your prescription is ready and pay over the phone before leaving your house.
  2. When you arrive, please park your vehicle in our car park and notify our reception team of your arrival by calling us from your vehicle.
  3. Our reception team will then deliver your prescription to the bench at the front of the building. Please do not come to collect it until the receptionist has moved away.

Vet Video Consultations

If your pet is not an emergency/urgent case but is unwell or injured, you can arrange a video consultation by calling us on 01823 662286. Vet video consultations are £25 per 15 minute appointment. If on the video call, the vet refers your pet to the hospital for treatment, you will be refunded the £25 vet video consultation fee. For guidance on what you will need for a vet video consultation, please see below. You will receive further guidance once you have booked and paid for your consultation over the phone.

What do I need for a vet video consultation?

What do I need for a vet video consultation?

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An Internet Connection

Your internet connection speed not only allows a consistent connection during your vet video consultation, but it also determines the video quality so our vets can see your pet clearly. Please don’t rely on 3G or 4G connections when making the call. Ensure your device is connected to wifi and is within a suitable range of your router, or is connected to your wifi via an ethernet cable.

A Suitable Device

A laptop, computer, tablet or smart phone all have the capability of using the ‘Zoom’ application used for our vet video consultations. Try to use whatever device you are most familiar with. If your pet has a visible illness or injury, tablets and smartphones are preferred due to their ease of mobility in showing our vets your pet’s issue.

Camera & Microphone

Nearly every tablet and smartphone will have microphones and cameras built in. Newer laptops also tend to have these functionalities. If you are using a computer or laptop without these functionalities, you will need an external camera, such as a webcam, that you can plugin to your computer so our vets can see your pet, and speakers so you can hear the vet. Alternatively, you could use headphones with a microphone functionality to support your audio.

The 'Zoom' Application

This is only essential if you are using a tablet or smartphone for vet video consultations. ‘Zoom Cloud Meetings’ is a free application you can download from your device’s app store. Download the application before your vet video consultation is due to start to maximise your appointment time. You do not need to sign up to Zoom or pay for any features on Zoom in order to have your vet video consultation. You are free to delete the application after your consultation.

FAQs

What happens when I bring my dog in for a consult or hospital admission?

To minimise the risk of COVID-19 coming into the hospital, clients are not permitted to be inside any part of the building. If you are having a consult, it will be outside in one of our gardens, adhering to social distancing rules, or your dog will be taken by one of our vets/nurses into a consult room.

Please follow the guidelines below to ensure your visit to the hospital is as safe as possible for you, your dog(s) and our staff:

  1. Upon arrival, please telephone reception (01823 662286) to let us know you’re here.
  2. When the vet/vet nurse is ready, they will come out to your car and take your dog’s medical history while maintaining a two metre distance. In poor weather, the vet/vet nurse may telephone you from the consulting room to take the history before collecting your pet from you. If you are happy for our vet to take the lead from you using outstretched arms we will do so. If you’d rather maintain a further distance, we will follow steps 3-5 below.
  3. You will then need to walk it into one of the side gardens indicated by the vet/vet nurse.
  4. Secure your dog to the garden fence by either looping it’s lead over the picket fence or attaching it to the available carabiners.
  5. Once you have retreated two metres from your pet, the vet/vet nurse will then secure a Mount Vets slip lead over your dog before releasing it from the fence to provide additional security when walking it into the hospital.
  6. Your dog will then be taken into the consult room for a clinical exam, or examined in the garden, keeping a two metre distance from you if weather and temperament permit.
  7. The steps will happen in reverse when you take your dog back and you will be presented with your invoice.
  8. Finally, your vet will direct you to our payments window on the right (blue) side of the building where you can also collect your pet’s medications.

 

What happens when I bring my cat in for a consult or hospital admission?

To minimise the risk of COVID-19 coming into the hospital, clients are not permitted to be inside any part of the building. If you are having a consult, it will be outside in one of our gardens, adhering to social distancing rules, or your cat will be taken by one of our vets/nurses into a consult room.

Please follow the guidelines below to ensure your visit to the hospital is as safe as possible for you, your cat(s) and our staff:

  1. Please bring your cat to the hospital in a secure cat basket.
  2. Upon arrival, please telephone reception (01823 662286) to let us know you’re here.
  3. When the vet/vet nurse is ready, they will come out to your car and take your cat’s medical history while maintaining a two metre distance. In poor weather, the vet/vet nurse may telephone you from the consulting room to take the history before collecting your pet from you.
  4. If you don’t have a cat basket, the vet/vet nurse will place a Mount Vets one on the floor and retreat two meters for you to then collect it and place your cat inside.
  5. If/once your cat is in a secure basket, please place it on the floor and retreat two meters so our vet/vet nurse can pick it up and take it into a consult room for clinical examination.
  6. When the examination has finished, our vet/vet nurse will anti-bacterial wipe the cat basket. These steps will then happen in reverse to return your cat to you in the basket and you will be presented with your invoice.
  7. Finally, your vet will direct you to our payments window on the right (blue) side of the building where you can also collect your pet’s medications. 

 

What happens when I bring my small animal in for a consult or hospital admission?

To minimise the risk of COVID-19 coming into the hospital, clients are not permitted to be inside any part of the building. If you are having a consult, it will be outside in one of our gardens, adhering to social distancing rules, or your pet will be taken by one of our vets/nurses into a consult room.

Please follow the guidelines below to ensure your visit to the hospital is as safe as possible for you, your pet(s) and our staff:

  1. Please bring your pet to the hospital in a secure, appropriate container.
  2. Upon arrival, please telephone reception (01823 662286) to let us know you’re here.
  3. When the vet/vet nurse is ready, they will come out to your car and take your pet’s medical history while maintaining a two metre distance. In poor weather, the vet/vet nurse may telephone you from the consulting room to take the history before collecting your pet from you.
  4. If you don’t have a secure container, the vet/vet nurse will place a Mount Vets cat basket on the floor and retreat two meters for you to then collect it and place your pet inside.
  5. If/once your cat is in a secure basket, please place it on the floor and retreat two meters so our vet/vet nurse can pick it up and take it into a consult room for clinical examination.
  6. When the examination has finished, our vet/vet nurse will anti-bacterial wipe the cat basket. These steps will then happen in reverse to return your pet to you in the basket and you will be presented with your invoice.
  7. Finally, your vet will direct you to our payments window on the right (blue) side of the building where you can also collect your pet’s medications. 

 

My pet is being discharged from the hospital, what procedure do I need to follow to collect my pet?

To minimise the risk of COVID-19 coming into the hospital, clients are not permitted to be inside any part of the building.

The below guidelines outline the process we have in place to ensure collecting you pet from the hospital is as safe as possible for you, your pet(s) and our staff:

  1. You will be telephoned to arrange a discharge appointment and be provided with information regarding medications and post-operative or hospitalisation care.
  2. Upon arrival, please telephone reception (01823 662286) to let us know you’re here.
  3. If your pet is a dog and you are happy for our vet to give the lead to you using outstretched arms, we will do so. If you’d rather maintain a further distance, we will walk it into one of the side gardens, securing him/her to the garden fence by attaching their lead to the carabiner. Once the vet/vet nurse has retreated two metres from your pet, you can then take your pet from the carabiner and back to the car to be taken home.
  4. If your pet is a cat or other small animal, the vet/vet nurse will place your cat basket/secure container (or Mount Vets cat basket if your pet was not admitted with your own basket/container) with your pet inside, on the floor outside the hospital. Once the vet/vet nurse has retreated two metres, you can then collect it and take your pet to the car.
  5. When returning your pet, our vet will present you with your invoice and direct you to our payments window on the right (blue) side of the building, where you can also collect your pet’s medications.
My pet is coming in to be put to sleep, how is this done in the current situation?

To minimise the risk of COVID-19 coming into the hospital, clients are not permitted to be inside any part of the building.

The below guidelines outline the process we have in place to ensure putting your pet to sleep is as stress free and safe as possible for you, your pet(s) and our staff:

  1. Upon arrival, please telephone reception (01823 662286) to let us know you’re here.
  2.  If your pet is a dog and you would like to be with him/her when he/she is put to sleep, the vet will come out and advise you of which garden to take your dog into. If you are happy for our vet to take the lead from you using outstretched arms we will do so. If you’d rather maintain a further distance, you will need to secure your dog to the fence using one of the carabiners, or looping the lead over the picket fence and retreat two metres before the vet can then administer a sedative. After the vet has moved two metres away you can stay with your pet until he/she falls asleep and you have said your goodbyes. The vet (and vet nurse if required), dressed in appropriate protection, will then take your dog into the hospital for the intravenous injection.
  3. If your dog is unable to leave your car of its own accord, a vet (and vet nurse if required) will wear appropriate protection to remove your pet from the car. You can then choose to have him/her put to sleep in front of you in one of our gardens, or we can take him/her into the hospital to be put to sleep.
  4. If your pet is a cat or other small animal, you will need to place your secure basket/container on the floor and retreat two meters so the vet can collect your pet and take it into the hospital to be put to sleep. If you would like to be with your pet when he/she is put to sleep, the vet will administer the sedative in the hospital and bring him/her back out to you so you can be with them until they fall asleep and you have said your goodbyes. Your pet will then be taken back into the hospital for the intravenous injection.
  5. If you would like to bury your pet at home, the vet (and vet nurse if required) in appropriate protective dress will, after putting your pet to sleep in the hospital, bring your pet to your car wrapped in a blanket or towel. You can then take your pet home.
  6. We will then email you with a secure payment link so you can pay your vet invoice. If we do not have your email on file, we will telephone you for payment. To update your email address, please click here.

Our Risk Assessments

Our Risk Assessments

COVID19 Risk Assessment - Managing COVID-19 In The Workplace (Social Distancing)

Please click here to view our risk assessment.

COVID19 Risk Assessment - Office Spaces / Contact Centres

Please click here to view our risk assessment.

Book a Vet Video Consultation

Can’t visit us in person? For non-urgent cases book a vet video consultation. We can put you in contact with a reputable animal ambulance if required.