Guidelines for clients

Whilst we are adapting to the ‘new normal’ around the world due to the Coronavirus, we must continue to monitor how we work at the practice to ensure the wellbeing of both our clients and our team.

If you’ve had to visit the practice for an appointment or to collect food or medication since the 1^st of April this year, you would have been met with some restrictions including a locked door policy or your pet coming into the practice for their appointment whilst you wait outside. We do appreciate your patience and understanding during these very strange times.

As the government eases its restrictions for the country, we too will be changing how we work from the 1^st of July 2020;

• Clients with small pets that can be examined on the consulting room table may be booked for an ‘in practice’ consultation meaning that you may be allowed to accompany your pet in the practice. We have screens in place in the consult room that are limited to the consult table allowing for short periods of close proximity between staff and clients in a safe manner. We can’t currently do this safely with larger dogs.
• A screen will also separate you from the reception team as you enter the practice.
• If you or anyone in your household are exhibiting any Covid-19 symptoms you must not attend the practice for an in practice consultation. Alternative arrangements will be made in these instances such as a telemedicine consultation.
• If you are booked for an in practice consultation, a face covering must be worn at all times such as a face mask or scarf. Disposable masks will be available at a cost of £1 should you not have access to your own.
• We request that only one client attends the practice for their appointment.
• Please call to advise that you have arrived for your appointment. You may be asked to wait in your car or outside until we are ready to invite you straight to the consultation room
• You will be asked to sanitise your hands upon entering and leaving the practice
• Time inside the consultation room will be limited to a maximum of 15 minutes.
• Any food or counter goods such as toothpastes that are required during your visit must be obtained from our shelving area by a member of our team.
• For larger patients we will be continuing to ask clients to wait outside whilst we examine your pet and will liaise with you over the phone or from a safe distance in our secure garden. However we will assess each case individually.
• Telemedicine appointments may still be offered in the first instance to avoid the need for face to face contact.
• We ask that all food and medications, including parasite control is ordered 48hrs in advance. We will ask for payment in advance of collection where applicable, either over the phone or by online payment on our website. An invoice number will be requested for online payments but if you don’t have this to hand, using your pets name will be sufficient.
• Consultation and procedures must also be paid either by card or by online payment to avoid the handling of cash.
• If you come to the practice to collect food or medications, please knock on the door or give us a call if we are not alerted by your presence straight away.