Frequently Asked Questions
Registration
How do I register my pet?
Visit our registration page and fill out the online form. You’ll receive a copy of your completed form by email, and we’ll be in touch to confirm once your pet has been officially registered.
You can also give us a call on 1624 663399 and our reception team will be happy to assist you.
What if I'm moving my pet from a different practice?
That’s no problem at all. Simply complete our registration form, and we can request your pet’s history directly from your previous vet. This ensures continuity of care and a smooth transition.
Appointments
Do I need to book an appointment in advance?
Yes, all consultations are by appointment only. We do not accept walk-ins to help minimise waiting times and reduce stress for our patients. To book an appointment please call 1624 663399.
How long is a consultation?
Our standard consultation slots are 30 minutes. This allows our vets to provide thorough care, especially for more complex cases. Please note: the consultation fee is for the service provided, not the duration of the appointment.
Can my dog be seen outside if they are nervous?
Yes, if your dog is uncomfortable indoors, you can request an outdoor consultation. Please let us know in advance so we can prepare accordingly. Please note that not all types of consultations can be done outside.
Will I get a reminder for my appointment?
Yes, we send text message reminders the day before your appointment.
What happens if I miss an appointment?
If you don’t let us know that you’re unable to attend, a no-show fee will be applied.
Emergency care
Do you provide emergency services?
Yes, we have an on-call vet available outside our opening hours and on bank holidays. In case of emergency, call +44 7624 318444 and leave a voicemail with your name, contact details, and the nature of the emergency. We will return your call as soon as possible.
What if I need advice but it’s not an emergency?
Our partnership with VidiVet gives all our registered and active clients free access to a 24/7 vet advice app. You can get expert guidance from qualified UK vets anytime, without needing to visit the practice.
Payments & Insurance
When do I pay for services?
Payment is expected at the time of the appointment. If we are submitting an insurance claim on your behalf, you must still check out with our reception team to confirm how you wish to handle the payment.
Do you accept insurance claims?
Yes, we can help you submit claims directly to your pet insurance provider. Please speak with our team in advance to arrange this.
Prescriptions & Refills
Can I order repeat prescriptions online?
Yes! If your pet has been prescribed long-term treatment, you can request a refill online. Please allow up to 72 hours for processing.
How often does my pet need to be seen for ongoing medication?
According to current RCVS regulations, pets on long-term medication must be examined by a vet at least once every 6 months. This is to ensure the treatment remains safe and appropriate.
Are there any exceptions?
Yes. For antiparasitic treatments (e.g., worming, flea & tick), refills can be provided for up to 12 months, as long as your pet is up-to-date with their annual vaccinations.
What if the medication is out of stock?
If a product is temporarily unavailable, we’ll inform you and may offer alternatives or advise on the expected delay.
Complaints
What should I do if I have a complaint?
We’re sorry to hear that something didn’t meet your expectations. Following our complaint policy, you can file an official complaint to our Practice Manager (Paula Callister) via email or you can use our online complaint form.
Still Have Questions?
If your question isn’t listed here, please don’t hesitate to get in touch. Our team is always happy to help!