We have compiled a list of frequently asked questions and put together some advice pages to help alleviate concerns you may have. You can also get in touch via our email, Facebook page and phone, however we politely ask that you try to keep our phone lines as free as possible to allow emergencies to get through.
Is All Pets still open?
Yes! As an essential business we will endeavour to remain open throughout the pandemic. Along with many other businesses we have had to take drastic measures in order to protect both staff and clients, to maintain our standard of care to patients and to ensure we survive as a business.
As veterinary surgeons we are regulated by our governing body the Royal College of Veterinary Surgeons (RCVS). During the pandemic we are following guidance issued by the RCVS and other professional bodies such as the British Veterinary Association (BVA) who work closely with the UK government. This guidance is changing frequently, so please regularly check our website and social media channels for updates.
Currently, we are only able to provide appointments at the practice for urgent and emergency care alongside some* routine procedures and vaccinations.
If you have an animal emergency please call the practice immediately on 01534 745999 or 07700 722994 during out of hours.
*please see below or contact the practice for more information.
My pet is due their vaccination – can I bring them in?
As of the 14th April 2020, and following revised guidance from the RCVS and BVA, All Pets are now permitting the following vaccinations on a risk assessed basis:
- Primary vaccination courses for puppies and kittens
- First year adult vaccinations for dogs and cats
- Rabbit vaccinations
If your pet is due their annual vaccination and health check but does not fall into the categories above, we strongly advise that you book a video consultation. The video consultation is an excellent opportunity to discuss concerns you may have, for the vet to see your animal and to give advice and take appropriate action where necessary. It also means we can continue to dispense any prescription parasite control and medicines. The cost of the video consultation is redeemable against the vaccination once permitted.
Please note we are not offering Kennel Cough vaccinations at this time, and Rabies vaccinations will be assessed on an individual basis.
I am on the Pet Health Plan, will I still receive my check ups and treatments as part of the plan?
Yes. All 3 and 6 month health checks will now be conducted via video consultation and are included as part of your plan. If your pet is due their vaccination we advise you follow the guidance laid out in the question above, and note that the video consultation charge will not be applied to PHP members.
How do I maintain social distancing if I have to bring my pet in?
Following the government social distancing order, we are no longer allowing clients into the building. This is to protect both you and our staff. Please remember to bring your mobile phone, as on arrival we ask that you phone reception to let us know you’re here. The vet will then phone you once we’re ready to start the consultation and advise how we safely transfer your pet into the building. Cats and smaller animals must be in secured carriers, and dogs must be on leads that cannot slip off.
My animal had a routine surgery booked in, do I need to cancel?
We are contacting all clients with routine procedures booked to advise them of cancellation. Under the RCVS guidance we are unable to perform any routine procedures unless postponing them would impact animal health and welfare in the immediate future. Each case is assessed on an individual basis, however in some cases neutering will be permitted, please contact the practice to discuss this further.
Can I still collect food and repeat prescriptions?
Yes. The same rules apply for requesting repeat prescription medication, we require a minimum of 48h notice and your pet may need a video consultation with the vet depending on their medication and if they haven’t been seen in 6 months. We are no longer accepting cash payments so ask that all items are paid for over the phone prior to collection.
Due to the government social distancing order, clients are currently not allowed into the practice. Please phone reception on arrival and your medication will be placed outside for you to collect in a safe manner. We are also offering deliveries of both food and medication should you be unable to collect in person.
My pet is unwell, but it is not an emergency, what should I do?
Please book a video consultation with one of our vets either via the website homepage, our Facebook page or by phoning the practice. Should your animal subsequently require a visit to the clinic, the video consultation fee will be fully redeemable against the cost of your consultation. The fee for our video consultations is £31.50 per animal and we require this to be prepaid via BACS or telephone.
For those clients without access to video technology, we are also offering telephone consultations.
Are you still doing home visits?
For the safety of our staff and clients, and to comply with the government social distancing order, we are no longer offering home visits unless in extreme circumstances. Please call us should you wish to discuss this in further detail.
Am I able to make a direct insurance claim if my pet is insured?
All Pets is still able to process direct insurance claims as long as you meet the previously established criteria for doing so. However, we must make clients aware that the RSA insurance group is no longer able to pay claims directly to the vet, and so we are currently unable to process direct claims for RSA insurance policies. This includes the following companies:
- More Than
- Marks and Spencer
- John Lewis
Our team is working incredibly hard to process your claims as quickly as possible in order to reduce any delay on your refund.
I am self isolating so cannot come in, what should I do?
If it is to collect food and medication orders, we are able to send some items via the postal service or we offer a delivery service to your house.
If it is because your pet is unwell, we advise you contact the practice to discuss whether it is suitable for your pet to be seen via a video consultation, and to discuss transport options to the clinic if not.
I saw on the news that cats should be kept inside?
Following a BBC report about keeping cats inside, the BVA released a statement to clarify their position on this issue. To summarise, the advice to keep cats indoors applied to cats from COVID-19 infected households, or those households that were self isolating. Their full statement can be read here: https://www.bva.co.uk/news-and-blog/news-article/bva-statement-on-cats-and-covid-19/
To read about how you can keep your cat safe during this pandemic please visit our advice page.