We do all we can to provide up-to-date, caring attention for pets and prompt, reliable service for owners. Sometimes unforeseen emergencies can arise and this can lead to delays in running surgeries or returning phone calls, and we do apologise for this.
The information given here will help prevent unnecessary waiting or poorly timed appointments and so will help us all.
- Ask the receptionist to book appointments or operations with the Vet who knows your pet and his/her current problem best. Continuity is good for everybody.
- If you think your pet might need an anaesthetic (for example if they have a cut or have had a road accident) do not give them any food.
- Delays are more likely toward the end of evening surgeries and on Saturdays as these are the most popular times. If you can make your appointment in the morning or afternoon, you'll avoid the busiest times.
- If your pet has a complicated problem which needs extra time to discuss or you would like to come at a quiet time, our receptionists will be happy to arrange this for you. Tell them about your concerns when you're booking an appointment.
The waiting room
- If you know your dog will be excitable when meeting other dogs in the waiting room, please let the receptionist know when making an appointment.
- Cats should always be brought to the surgery in a suitable carrying box and dogs should be kept on a lead. There is a Cat Waiting Area at Dalston to try and make the experience less stressful for both Cats and Clients.
- Unvaccinated puppies should be held or transported in a pet carrier. We also request they are kept off the floor in the surgery in order to avoid unnecessary exposure to new bugs and other animals.
- If your dog has a cough or diarrhoea which has come on suddenly we would be very grateful if you could let the receptionist know when making the appointment and on arrival. Such dogs may be infectious to our other patients and may be better waiting outside until the Vet is ready.
- After telephoning the surgery your prescription will be made up and stored at reception. If there is a reason why your prescription can't be made up we will try to contact you before you set off. It is vital from a clinical (and legal) perspective that we monitor patients on long term medication regularly, even if the condition appears stable and well controlled. 6 months is the maximum interval allowed by law and in many cases it is desirable to make more frequent checks.
- Don't hesitate to ask any Vet for an estimate of cost in advance of treatment.
- For routine procedures (neutering, vaccinations etc.) a firm estimate can always be given.
- Nurses can often help with straightforward estimates but will refer to a Vet when asked about a more complex procedure. In these cases it is better to deal with a Vet you have already consulted. Alternatively if you have not yet consulted with a Vet it may be wise to do so, and to have your quote explained.
- We rarely know at the start of the more complicated procedures exactly what will be involved but we are more than happy to discuss options and how much they're likely to cost. Clients should always discuss quotes with their Vet to establish exactly what is included. Antibiotics, painkillers, an initial consultation and VAT will accompany most operations.
- We are happy to perform home visits where necessary, especially to vaccinate large numbers of animals. However, it is always worth bearing in mind that on a visit the Vet will only have a handful of drugs at his/her disposal and will probably not be able to carry out any further tests.
- Most animals would be best treated at the surgery where nurses, equipment and a wide variety of treatments are available.
- If transport is a problem, we can recommend taxis that will carry animals (and which will almost certainly prove cheaper than a Vet call-out).
- If you decide a home visit is essential then please ring the surgery as early as possible.