Covid-19: Frequently Asked Questions
Are you open?
We are only open for Video Consultations, Emergencies and to fulfil urgent prescriptions. All routine appointments have been postponed, once all restrictions have been lifted we will be in contact with you to rearrange your appointments.
Is my appointment/surgery routine?
A routine appointment would classify as vaccinations, nail trim, general health check (when you have no concerns), nurse weight & confidence clinics and routine anal gland expression. All routine surgeries have also had to be postponed, such as neutering (in a single pet or same-sex pet household) and dental scale and polishes.
What is a video consultation?
How do I know if it is an emergency? (Taken from BVA Guidelines)
Emergency appointments are by appointment only, so if you believe you require to be seen please contact the practice on 01565 337999 to arrange an appointment.
As defined by the British Veterinary Associations, an emergency is defined as an immediate threat to life; significant impact on health/welfare and likely to deteriorate if left unmanaged. In normal circumstances these are cases that would be seen out of hours or fitted in on the same day.
An emergency would include (but is not limited to):
- Severe trauma, eg RTA
- Significant weakness or collapse
- Cough >one-week duration
- Difficulty breathing (open mouth breathing in cats)
- Acute severe lameness
- Abdominal swelling
- Significant bleeding
- Toxin ingestion (if phone/video triaged as significant)
- Struggling to urinate or defecate
- Excessive urination or thirst
- GI signs (vomiting and/or diarrhoea) with significant mental depression
- Ongoing treatment and monitoring of Addison’s patients
- Monitoring of unstable diabetics
- Ileus (small mammals)
What are examples of health issues that should be assessed by video call in the first instance? (Taken from BVA Guidelines)
- Mild trauma, eg nail pulls
- Skin issues, including flea allergic dermatitis
- Anal glands/scooting
- Post-op checks
- Repeat medication checks, if stable
- Vomiting/diarrhoea in a well animal
- Dental complaints
- Non-acute lameness
- Eye complaints
- Vaginal discharge
- Non-specific lethargy
How do I get hold of my pet’s repeat medications/preventative treatments (flea & worm)?
To reduce face-to-face contact we are posting out medications to you via Royal Mail Recorded Delivery for £4.99. Please allow 2-3 working days for all deliveries. Where medication can not be posted, in the case of controlled drugs, refrigerated medications or urgent supplies, we will arrange collection from the practice once payment is received.
What measures are been taken within the surgery to protect clients and staff?
Below are a number of changes we are implementing with immediate effect within the surgery.
- Until further notice, we will be closing the practice completely between 1-2 pm to deep clean the reception area and consult rooms. This will allow us to use a virucidal aerosol which then must have a contact time of 30 minutes to be effective.
- You will be asked to disinfect your hands on entering the practice.
- We are introducing a video consultation service for all non-emergencies. Consultations will cost £20 (refundable if a follow on physical consultation is required within 3 working days). Simply visit http://vet.lc/ma5vk3 to book an appointment. We will send you a link to join the video call via email. This service uses Google Meet and requires Google Chrome or you can download the Google Meet App for Android here and for Apple here. Missed appointments may still be charged.
- In the event of an emergency and if you require a face-to-face consultation we would ask that your pet is accompanied by one person only. Depending on the breed of pet and particular health concern, we may ask you to handover your pet outside the surgery.
- If you wish to wait in your car rather than the waiting room you can telephone reception who will check you in then call you when the vet is ready
- We are going cashless. Payment will be taken by card only. (Following WHO advice to minimise cash handling)
People who are following government advice to self isolate can access our services using our video appointments service as the first port of call. This includes those living in a household where someone has exhibited symptoms of Covid-19, over-70s or anyone with serious underlying health issues. We ask you to stay away from the surgery if you have any symptoms that could be associated with Covid-19, we will do our utmost to make alternative arrangements for your pet if necessary.
IF YOU HAVE ANY FURTHER QUESTIONS PLEASE DO NOT HESITATE TO CONTACT US ON 01565 337999 or firstname.lastname@example.org