Our Patient Charter

Animal health & welfare is our first consideration and we will provide appropriate and adequate veterinary care within our capabilities as a first opinion veterinary practice.

Prescribe and supply medicines responsibly we can only prescribe medicines for pets we have recently seen to understand their current medical condition.

Provide information about the costs of services and medicines and seek your consent for treatment and procedures.

Provide 24-hour emergency care - our vets will provide first aid, pain relief, emergency treatment and advice whilst the surgery is closed.  In the unlikely event that they are unavailable, we will engage another provider and supply full details about this service on demand.

Your privacy – we promise we will always keep you and your pets information confidential (unless animal welfare or the public interest may be compromised).

Complaints – we will respond promptly, fully and courteously to any concerns you may raise.

Act promptly - if you have any concerns about your pet’s health always contact us for advice.

Appointments – please arrive on time but not too early as we have limited space.

Anxious, aggressive & reactive dogs – please let us know if your dog is anxious or aggressive and always keep them on a short lead.  We can provide a muzzle if needed.

Cats, rabbits, guinea pigs & small furries – please bring them in a secure pet carrier.

Listen to our advice – be open and transparent.

Know the date – when your pet is due their regular vaccinations, flea & worm treatment.

Give medicines as directed.

Out-of-hours arrangements – save our main contact number (01983 653769) on your phone and plan ahead - how will you transport your pet in an emergency?

Payment is due on the day - ensure you have the funds to pay for your pet’s medical care.  We strongly recommend you consider taking out pet insurance. 

Payment plans – these can only be given in exceptional circumstances at the discretion of the director or practice manager.  They must be agreed in advance of any treatment.

Conduct – I’m sure you’ll agree that all our staff deserve to be treated with the utmost respect when providing care for your pets.  We will not tolerate any abusive behaviour in the practice or over the telephone and reserve the right to withdraw our professional services.