Wear Referrals COVID-19 Update 1st November

As the COVID-19 situation evolves, we are continually reviewing government advice and professional guidance from the RCVS, to safeguard public health and that of our clients and colleagues, while providing excellent veterinary care – specialist and emergency – to our patients.

We are operating as normal in terms of the level of care we can offer to patients; there are some ongoing adjustments to the way we perform on consultations to allow us to work in a COVID-secure manner. This should have no impact on patient care. We are sorry if the process seems less personal – in normal times we’d welcome you into the hospital with open arms – but we’re sure you understand the importance of keeping the hospital operational and people safe.

Following referral by your primary vet (or if you are bringing your pet to us in an emergency), the consultation may happen in one of two ways:

1. By telephone while you remain in your car.
2. Face-to-face in a consultation room.

Which of these happens will depend upon a few factors:

– Your preference.
– The preference of the clinician (some may be at greater personal risk).
– Consultation room availability.
– Ability to observe strict social distancing.
– The number of people already in the building.

Process for face-to-face consultations:

1. On arrival in the hospital car park, please telephone reception on 01388 777770 to let them know you have arrived.
2. Please state if it is an emergency.
3. When your clinician is ready (and the room has been cleaned after the previous client) the client care team will telephone you to ask you to enter the building.

Only ONE person per patient may enter the building.

4. Please wear face coverings where possible and sanitise your hands before entering the building.
5. Please sanitise your hands after entering the building.
6. Your clinician will call you into the consultation room, which has a transparent screen between you and the clinician.
7. Please sit in the chair provided, keeping your mask on and maintain control of your pet.
8. The clinician will conduct the consultation with you and make clinical notes.
9. The clinician will take your pet into a clinical area for examination after the consultation (or occasionally beforehand if more urgent).
Clinical examination will usually not be performed in the consultation room as it is impossible to maintain social distancing if you are holding your pet.
10. After the end of the consultation please report to the reception desk, continuing to wear your mask and maintain social distancing.
11. Please sanitise your hands before exiting the building.

Process for telephone consultations:

1. On arrival in the hospital car park, please telephone reception on 01388 777770 to let them know you have arrived.
2. Please state if it is an emergency.
3. When your clinician is ready they will telephone you and conduct the consultation during the phone call.
4. After the end of the consultation, the clinician will meet you outside the hospital and will take your pet from you, while continuing to observe social distancing.
We have secure handover points for pets outside our hospital building for this purpose.
5. On occasion they may ask you to enter the hospital for the handover, in which case please put on a face mask and sanitise your hands before entering the building AND sanitise your hands after entering the building.
6. The client care team will telephone you after the consultation to discuss insurance or payment.

Process for collecting your pet or collecting medication:

1. On arrival in the hospital car park, please telephone reception on 01388 777770 to let them know you have arrived.
2. If collecting medication, this will be brought outside and placed in the collection box once you have telephoned reception.
3. For discharge appointments, you may be telephoned to ask you to enter the building or to relay the discharge information by telephone.
4. If the discharge appointment is conducted by telephone, at the end of the call the clinician or nurse will bring your pet outside to handover at a secure handover point.

Please note that in an emergency your pet will be brought into the hospital before the consultation begins. Please telephone reception on 01388 777770 on arrival in the car park and state that it is an emergency.

We appreciate your help in reducing risks and keeping our hospital COVID-secure so that we can continue offering crucial services to unwell pets.