Please find below our latest update. Previous updates below have been edited

Standard Operating Procedure for CLIENTS during COVID-19

The practice is following a ‘locked door’ policy following guidelines from BVA and RCVS. The surgery is switching to providing

  • Emergency care only
  • Fulfilment of urgent prescriptions
  • Maintaining the food supply chain

If you are unsure if your request meets these needs please contact the surgery on 0117 9571110 or email us on [email protected].

Ordering Prescriptions and Food for your pet

  1. Orders will only be taken via our JOTFORM (this is the preferred option) , by TEXT message (07418 340 134) or online at ( Select Orders/ Prescriptions tab on right hand side and complete all details)
  2. Please note we are only processing urgent prescriptions at this time. Food for your pet can continued to be ordered.
  3. When your food and / or prescription is ready for collection you will receive an email notification. Please contact the surgery on 0117 9571110 and select option 3 to pay for your order and organise an allocated collection date and time.
  4. Client’s collecting food and/ or prescription must not be coming from a COVID-19 positive house, self- isolating or showing symptoms such as a fever or new cough. Please organise for someone else to collect or speak to the practice to see if a delivery can be arranged.
  5. You must arrive at the surgery at your allocated time slot. Please remain in your car and phone the surgery to inform the receptionist if you are parked in the front or rear carpark. ( please advise them of your licence plate number)
  6. Please allow the receptionist to maintain a social distance of 2 metres, do not get out of your car. The receptionist will either place the food/ prescription on the floor or bonnet of your car (please specify which you would prefer). Once the receptionist is 2 metres away please collect your items.



These are unusual times we are living through, but regardless of what Corvid-19 throws at us, pets still need veterinary care and owners still need advice and reassurance, and vets, nurses and veterinary support staff across the country are still heading into practice, or working from home waiting, by phones and computer screens ready to be there when you need us.

To help the fight against Covid-19 to minimise risk of infection on clients and staff, consequently helping to relieve some pressure on the NHS we have reduced clients and patients coming into the practice to emergencies only, but with modern technology we can still see you for consultations for any ailment or illness, we can still advise and reassure, dispense medications, and if further treatment or procedures are needed, we organise with our in clinic staff to get your pet in and treated, all with a telemedicine video consult.

So how does a telemedicine video consult work?

  1. Call or email us with your enquiry.
  2. We will book you a slot with one of our vets or nurses and send you our terms and conditions.
  3. Download the ZOOM app onto your phone. It is available on apps and on the website. It is a great app for family and friends to use as you can all video call each other anyway so everyone should have it
  4. We will text you through a confirmation, with easy to access link on your phone.
  5. At the appointment time, click on your invite link and it will take you straight through to seeing one of our vets.
  6. We recommend using your phone rather than a computer as we may ask you to move the camera close to your pet to look at a certain area or film them moving around.
  7. Try to have someone else on hand so that you can hold the phone while the other person lifts paws, or lips to show us the gums etc
  8. After the consult we will dispense any medication needed
  9. We will also discuss a follow up a date and send your through your invite for another consult to check in with you on how you and your pet are doing is required.

So far these have been working really, while it does limit us in that we can’t get our hands on your pets, it has been unexpectedly useful in other ways; we can see your pet relaxed in their own home. (If we had pound for every time someone comes in and says “he was really poorly but we have just walked in and he seems fine, or he was limping this morning but he isn’t now) this is usually due to the excitement or anxiety of coming into the vets, your pet suddenly seems to perk up, so now we get to see what you see at home!

Reduced stress and anxiety for your pet, which is only ever a good thing, no one wants to stress their poorly pet out.

We get to see them move around their home, run in the garden, jump off the sofa, sit in their bed and bite their feet, or even what has been left in the litter tray (Gross but useful)

So while something new like this might seem scary or a lot of faff, in these times we are all adapting and learning how to still ensure we give you the same gold standard care and reassurance we have always given you

Emergency Care

Only patients deemed as an emergency under the Veterinary Surgeons decision will be permitted onto the premises. If you are concerned about your pet please contact the surgery on 0117 9571110.

To maintain safety of yourself and staff please follow these guidelines:

  • Only 1 member of the family to bring the pet to the surgery
  • If you are self-isolating, from a Covid-19 positive household or showing symptoms such as a fever or new cough please organise for someone else to bring the pet or speak to the practice to see about alternative methods.
  • On arrival of the practice please remain in the car and phone the practice to inform us where you are parked.
  • A veterinary nurse will collect the patient from the car- please adhere to social distance of 2 metres. We ask that you remain in the car whilst your pet is examined by the vet.
  • The veterinary surgeon will call you to discuss findings and develop a treatment plan.

We continue to ask you all to do what you can to restrict our staff’s exposure as much as possible so we can continue to look after you and your pet




As government advice changes we are trying our best to keep up to ensure the upmost care for our staff, owners, and of course your pets.

  • Routine appointments such as vaccinations, neutering, weight check, nails clips and adolescence checks just to name a few, are being postponed and rescheduled until May 4th.
  • I know the biggest worry is vaccinations lapsing. There is a 3month window in which to get vaccination done, should your pet exceed this we will be offering the start up course for the same price as the standard booster from May the 4th
  • You will still receive a vaccination reminder so you can book those appointments in your diary – starting May4th.
  • If you are concerned that your pet has lapsed already and the 3 months is too long – email us on [email protected] and we can discuss your individual situation.
  • From Monday 23rd we will have minimal staff on site at a time with a 2 team strategy so please bear with us if we take a little longer to answer the phone or come to the front desk, but have a range of staff working from home so ask that you send as many of you queries and requests via email so that our staff offsite can work on these.
  • We now offer telemedicine – our vets are able to do a very comprehensive consultation over video conference and in most cases we can dispense medication after the consultation. If you require this service please call us.
  • Behaviour consultations: our behaviour consultations will continue as before – Claire will do a consultation via video conference. Please call and we can help book you in.
  • Our repeat prescription form has been updated and asks if you require delivery of medication or food. We have limited availability to deliver food but we will help where we can. If you need emergency supplies of anything please let us know we will try and help.
  • We continue to ask you all to do what you can to restrict our staff’s exposure as much as possible so we can continue to look after you and your pet.

If you have any questions or worries about your pet and Covid-19, or how you may access veterinary care during this time please ask and we will do what we can to answer your concerns at this time


We are taking the coronavirus situation very seriously and will be updating you on a regular basis via the website and our facebook page. Our practice remaims open for business as usual and we are taking a number of steps in place to ensure we reduce the virus transmission. The health and wellbeing of our staff, clients and the wider community is paramount. The steps we are putting in place will hopefully lesson the impact on the NHS. 

The steps we are putting in place to help protect everyone are:


  • Increasing the length of our appointments to reduce the amount of people in the waiting room at one time. When brinigng you pet we ask if only one person accompanies their pet. 

  • Decreasing the amount of routine appointments and operations to ensure that our resources are managed most effectively in order to provide the best possible care during this time. 

  • Using out Buzzer system - Means you do not need to wait in the waiting room, you can wait in your car and we will call you in with the buzzer system. 

  • We have strict cleaning protocols in reception to make sure all the computers, phones, credit card terminals and all seating are disenfected regularly.

  • We ask if everyone could pay by card or apple pay to reduce the risk of spreading the virus.

  • Please use the hand sanitiser when on site. 

  • Strict protocols in disenfecting not just the waiting room but the whole practice by using disenfectant "bombs". These are released/ activated regularly to control any and all contamination

  • We are offering video and telephone consultation for people who are unable to come to the practice with their pets.

  • All at risk staff as defined by have been sent home. They will be working from home where possible.

  • If anyone is in isolation then we have one of our nurses Chloe delivery of medication free of charge in the BS16 area. 

  • In the unlikely event that someone is in islolation and connot get someone to help them and your pets needs emergency/ urgent care we will send a car and staff to collect your pet. 

Should we go into lock down we would like ot reassure you all that we will be doing our very best to keep the practice open to be able to treat your pets even if you are in isolation. We have been working hard on a new two team approach to minimise the cross over of staff to reduce the risk of spreading the virus. 

Thank you for your support and understandind so far and in the coming days and weeks.