How to get the best out of us

  • Of course, we would like everyone to have their pets fully vaccinated and insured, on a Practice Plan, regularly de-flead and wormed, and their pet food, treats and equipment all bought from us.
  • Life gets in the way. However, we are a small independent practice so it is worth getting to know us, and also bring your pets in regularly so that they are not frightened of us. This is easier with dogs and there is more information on our ‘Socialisation’ note.
  • We are moving towards a cashless society and our preferred method of payment is a debit card, even for tiny amounts.
  • Our primary method of communication with you is by email. Try to make sure that we have a current email for you at all times. Of course, we put out general information on our social media outlets, but for specific information relating to your pet we first use email. We email your receipt after every transaction.
  • We try hard to run on time. Occasionally a case is complicated and we run over. Our appointments are 15 or 20 minutes (30 minutes for new pets.) We ask your forbearance in these cases, as if it was your pet, you would not like to be rushed either.
  • When your pet is in with us for a procedure and you give us a mobile number for contact, please, please, please, make sure you can answer it. Animals, your animals, suffer when (as is frequently the case) you don’t answer. If you know you will be on the Tube, can’t use a phone in work etc. – tell us when you will be available - and perhaps give us an alternative number for someone who can answer and make important decisions.
  • It sounds trite, but if something is wrong, tell us, if everything is terrific, tell everyone else. That way you get what you want and we too. We have no false sense of infallibility and when we get something wrong we want to fix it.
  • You can be absolutely frank with us, and we welcome it. It is always a good idea to make a list before you come, especially if you are worried. That way you won’t forget anything, and you can make sure we don’t.
  • Never be reluctant to ask us to explain more simply, more slowly, or without scientific terminology and in day to day language. We often have the problem where we refer to a fracture one time and to a break the next. They are the same thing.  A fractured leg is a broken leg. So, don’t let us confuse you with terminology.

For more on this topic, see our Podcast, or ask any of our clinical staff.