FAQs
Frequently asked questions
Appointments, emergencies, registering, insurance and more. Can't find your answer? Just give us a call.
Do I need to make an appointment to see a vet?
Yes. Please make an appointment by calling our team on 01856 872859, or send us an appointment request.
How do I make an appointment?
Call us on 01856 872859 between 8.45am and 6pm, or use our appointment and prescription request form for non-emergency appointments and repeat prescriptions.
Please always phone 01856 872859 for any emergency: this number is available 24/7.
We also send text reminders for appointments if we have a valid mobile number on your account.
What if I have an emergency, or need help out of hours?
We provide our own 24 hour emergency service, ensuring continuity of care for our patients. If you have an emergency or need help or advice out of hours, call our usual number 01856 872859. Your call will be picked up by our out-of-hours answering service, who will take your details and contact the vet on call.
How do I register my animal?
New client: we welcome new clients, and registering only takes a few minutes. We'll ask for your name, address, postcode, contact phone numbers and an email address if you have one. Register online here or phone us on 01856 872859.
New animal: we'll ask for your animal's name, breed and date of birth, plus their microchip number if you have it. If your animal has had treatment at another practice or with a previous owner, we'll ask for the previous vet's details to obtain their history. You'll need to contact your previous vet to give consent, or ask them to send your animal's history straight to us.
Do you have parking?
Yes, we have parking outside the practice.
Do you have disabled access?
Yes, we have disabled access. Please let us know if you need help with your pet during your visit; our staff are more than happy to help.
Can I get vaccination reminders?
Yes, we send these by email, or can post them to you if needed. However, it is the client's responsibility to keep vaccinations up to date and book the appointment.
Can you give advice on buying a puppy?
We are more than happy to advise if you are looking to buy a puppy, especially if any red flags come up. Puppy farming is a growing, illegal industry that catches many people out, so it's important to do your homework to make sure you buy a healthy puppy.
The Dogs Trust buyer advice has excellent guidance on choosing the perfect puppy.
I have a new puppy or kitten. Where do I start?
See Your new puppy and Your new kitten for how to keep them healthy, which vaccinations may be needed, parasite prevention, neutering and insurance. And don't forget our free puppy and kitten packs at their first visit!
Will my pet have to stay overnight after an operation?
Wherever possible your pet will go home the same day. Sometimes they need to stay overnight, especially if more treatment is required, and the vet on call will look after them. Where possible we always discuss this with you before admission. Read our surgical information.
How often should I flea and worm my pet?
It depends on the product. We have a selection of tablets and spot-on treatments for dogs and cats that are given monthly or three-monthly. If your cat or dog is a keen hunter, you may need to worm monthly. We recommend treating your pets regularly to prevent fleas and ticks.
How do I claim on insurance for my animal's treatment?
Contact your insurance company to let them know your pet is receiving treatment. They will direct you to a printable form or an online link. Fill in as much as you can, including your details, policy number and signature, and we'll complete the rest and process your claim. For a direct claim, an admin fee may apply.
We accept all pet insurance policies.
Can you activate any insurance cover?
If you bring a puppy or kitten (up to 18 months of age) in for a vaccination or health check, we can activate 5 weeks' free insurance with Agria. This covers them immediately for injury and illness for the next 5 weeks, and no bank details are taken. If you then take out a full policy, Agria will give you the first 2 months at half price. Find out more about Agria.
How do I raise a concern or complaint?
We are committed to high quality clinical and client care through an accessible, responsive veterinary service, and listening to your comments and concerns helps us improve. If there is something you are not happy with, we would like to hear from you and work with you to resolve it.
Call the surgery on 01856 872859 and ask to speak to one of our partners, or send us a message. Our full complaints procedure is in our terms and conditions.