FAQ’s

Coronavirus (Covid-19): what measures remain in practice to minimise risk?

Coronavirus and measures remaining in practice to minimise risk

387 Vets is open during our normal working hours. We are offering a full portfolio of services, but still have certain measures in place to help keep us all safe.

Appointments:

We would be grateful if pet owners can continue to make enquiries and appointment bookings by phone or through our PetsApp messaging facility.

We remain keen to limit the number of people in our reception and waiting area at any one time. Therefore, we kindly request that, if possible, the number of family members accompanying their pet into practice is kept to a minimum and is ideally no more than two.

On arrival, you will be directed to sit in one of our partitioned bays in the waiting area. Please wait here until otherwise directed to help us safely manage waiting room traffic.

Should you prefer to have an outdoor consultation, please let a member of our team know and we will be happy to accommodate you.

Repeat prescriptions and pre-ordered food: 

To help us streamline this service, please give us 48 hours’ notice to ensure your prescription is ready for you when you come to collect. If you can ring us on your intended collection day and pre-pay, this will help to reduce any waiting time.

Home delivery: 

Please ask us about the option of posting medications to your home. A parasite treatment free home-delivery service is available to clients who subscribe to our Your Pet Our Family Pet Wellness Plan.

General protocols

We continue to be rigorous with our cleaning and disinfecting regimes to look after everyone’s welfare and minimise virus risk, not just from covid but from seasonal illnesses too.  Our team remain vigilant about hand washing and hand sanitising, and we wear appropriate PPE as required.

Measures for pet owners to reduce covid risk

We have in place telephone consultations with vets to minimise the need for face to face contact, should you prefer. 

If you are coming to 387 Veterinary Centre for an appointment, but on the day of your appointment you have coronavirus symptoms (a new dry, continuous cough, a high temperature or loss or change in sense of taste or smell), we kindly request that you do not attend and phone us to rearrange. If it is critical that your pet is seen, we will discuss how we can best support you.

Can I catch Covid-19 from my pet, or can my pet catch it from me?

The virus is generally passed from person by person by coughing and sneezing, and there is no current evidence that companion animals can spread the virus from person to person.

The World Organisation for Animal Health (OIE) states that there is a possibility for some animals to become infected with Covid-19 through close contact with infected humans. Several dogs and domestic cats have tested positive for Covid-19 following close contact with infected humans. 

If your pet is exposed to the virus, it’s possible that the virus may remain on their fur for a short period of time, just as the virus can remain on other surfaces such as tables and doorknobs.

The British Veterinary Association recommends practising good hand hygiene by washing your hands thoroughly (for 20 seconds with soap and water) after stroking, touching or cuddling your pet.

Terms of Business

What are our opening times?

• Monday to Friday: 8am to 6.30pm
  • 15-minute consultations: 9am to 12.30pm and 2pm to 6.30pm
  • Operations: 9am to 3pm
• Saturday: 8.30am to 2pm
  • 15-minute consultations only (unless an emergency)

How do I book an appointment or contact the practice?

Contact us during opening hours on 01922 411755, or use our PetsApp facility to message the practice and a team member will message you back during the course of the working day. Our response times are normally pretty quick. You can also request appointments via this facility. Download PetsApp for free from Google Play or the Apple App Store and simply follow the app instructions to get started. 

Routine appointments can also be reserved via the online booking tab on our website homepage.

Do you offer home visits?

In most cases, pets will be better served being seen in practice where we have a full range of facilities, team and equipment on hand. However, we do appreciate that in certain circumstances home visits may be more appropriate.

Home visits are at the consulting vet’s discretion. Where appointments accommodate, we will always try to arrange a home visit, on request, between 8.30am and 6.30pm.

What are your fees?

Our consultations are 15 minutes long. Our consultation fee is £58.

Should your pet require medication, tests, further procedures or surgery, a cost estimate will be given on a case-by-case basis. Estimates are provided verbally either at the time of booking or during a consultation. Written estimates are available on request.

Please bear in mind that all estimates are approximate and that a pet’s illness may not follow a conventional course. Complications or unforeseen circumstances can result in additional costs. In cases where fees are significantly different to an initial estimate, we will endeavour to contact you prior to proceeding further.

Please note, fees may be subject to change without prior notice.

What are your settlement terms?

All fees are due for payment at the time of consultation or, if your pet is in for a procedure, at their discharge appointment.

All services and products are subject to VAT at the current rate and all prices quoted include VAT. A full cost breakdown will appear on your invoice which can be emailed to you or printed on request.

Should your balance not be paid at the time of treatment, any outstanding amounts will be invoiced to you. After due notice, overdue accounts will go through our debt reclamation process and further charges may be levied in respect of costs incurred in collection of any debt.

If, for any reason, you are unable to settle your account as specified, we ask that you discuss the matter as soon as possible with a member of our team. 

What methods of payment do you accept?

We accept cash and card payments (except American Express). We regret we no longer accept personal cheques.

We accept Cats Protection neutering vouchers.

What if your pet is insured?

If you are making a claim for insured pets, we ask that you settle your account with us on the day and claim the cost of treatment back from your insurance company.

Direct claims are occasionally offered, but this is on a case-by-case basis with a pre-agreed insurance provider and on receipt of your original policy documents showing proof of cover. Please speak to a member of our team for more information. There is an insurance claim processing fee for this service.

Please be aware that you remain liable for all fees not covered by your insurance policy.

We aim to process insurance claims within 10 working days of receipt.

We strongly recommend that pet owners consider pet insurance to remove the worry of veterinary expenses for unexpected pet illness or injury. Our team are happy to discuss what pet owners need to look out for in policy small print to ensure your pet has the cover you expect. Equally, if you are considering cancelling or changing your pet insurance provider, please do speak with a team member for advice.

Do you see second opinions and referrals?

We are very happy to see pets from other practices for a second opinion. Our team has a wealth of experience. Four of our vets are additional postgraduate certificate holders having undertaken considerable study, research and examination in various fields of interest: Emma Goncalves in Feline Practice, Carlos Boix Boente in Small Animal Surgery, Selenia Davolio in Small Animal Dentistry and Hamish Duncan in Small Animal Medicine.

In second opinion cases, we will need to contact your existing vets for a clinical history so that we can familiarise ourselves with your pet’s condition and any treatment or tests to date.

We are happy to refer cases that warrant it or if requested. Referral centres will usually contact you directly to arrange a mutually convenient appointment, except in the case of emergency referrals where we will liaise directly with the referral centre.

Should you wish, it is your right to seek a second opinion at another practice, and this will in no way compromise our ongoing service to you and your pet.

Do you issue prescriptions?

Prescriptions are available from this practice. You may obtain Prescription Only Medicines Veterinary category (POM-Vs) from your veterinary surgeon OR you can ask for a prescription and obtain these medicines from another veterinary surgeon or pharmacy. Please be aware there is a charge for this service. Your veterinary surgeon may prescribe POM-Vs only for animals under their care.

A prescription may not be appropriate if your pet is an in-patient or if immediate treatment is necessary.

You will be informed, on request, of the price of any medicine that may be dispensed for your animal. Further information on the prices of medicines is available on request.

How often will you need to see my pet if they need repeat prescriptions?

In accordance with the Royal College of Veterinary Surgeons (RCVS) and the Veterinary Medicines Directorate (VMD), pets need to be reassessed by a veterinary surgeon at regular intervals when on repeat medications to confirm medication efficacy and review your pet’s health . Time required between medication check appointments will vary subject to the medication involved and the patient’s condition, but will not normally exceed 6 months. There is a standard re-examination fee for each of these visits of £58.

We are unable to prescribe drugs to a pet that has not been examined by us or where the review period has been exceeded.

We kindly ask that you leave 48 hours between making a repeat prescription request and collection to ensure that we have your medication in stock and ready for you.

Am I eligible for financial aid?

Free vet care: If you receive Housing Benefit or Council Tax Benefit, means-tested help with your rent or Council Tax and live within a PDSA PetAid Practice catchment area where the practice is still accepting new clients, your pet might be eligible for free treatment funded by the veterinary charity PDSA. Visit the PDSA website to find out if you qualify. If you are eligible, you will need to attend a qualifying PDSA Veterinary Practice to receive free veterinary treatment.

Means-tested cat neutering scheme: Please contact the charity Cats Protection directly on 03000 12 12 12 (option 2) to enquire about funding as their national neutering scheme is currently under review. Lines are open on weekdays from 9.30am to 1pm.

How will you use my data?

We are committed to protecting your personal data and to storing this safely and securely on our Practice Management System. We will use your personal data to register you as a new client, to manage our relationship with you and manage payment for services provided. We will also use your data to contact you with regard to your pet’s condition should your pet be admitted into our practice, and to keep you up to date with vaccination reminders, appointment reminders and parasite treatment reminders for the health and wellbeing of your pet.

You can choose how you would like to receive communications from us, and can opt in to a range of communications around services we offer.

Please see our privacy notice for further information on how we manage your data under General Data Protection Regulations (GDPR) and your rights in relation to your personal data.

Can I access my pet’s records?

All case records and documents relating to animals we have dealt with are retained by us. Should you wish to change practice, a summary of your pet’s history will be passed, on request, to the veterinary practice taking over the case. In line with data protection legislation, your verbal consent is required before we can release your pet’s notes. Please note that in the event of an insurance claim, we are permitted to send copies of your pet’s medical notes to the insurer.

On request, you are entitled to copies of your pet’s clinical records. Radiographs taken on site remain the property of 387 Vets as x-ray fees relate to interpretation only.

How do I make a complaint?

We hope you will be very happy with the service you receive at 387 Vets. However, if you are unhappy, please do tell us so that we can work to improve our service for you and the rest of our clients. Do speak to one of our team members. If the person you need to talk to is not available, we will ask them to contact you, or if you prefer, please put your complaint in writing to our Clinical Director Hamish Duncan. We aim to respond to all complaints within 7 days of receipt.

What happens if I have an emergency or need vet advice after closing?

VidiVet: There may be times when you are unsure whether your pet needs emergency out of hours care when the practice is closed. For this reason, we have partnered with the 24/7 digital emergency triaging service Vidivet. You can text, video or send your photo query to a Vidivet vet, all of whom are over 5 years qualified, and you’ll receive a prompt personalised video response giving you helpful guidance and advice. We believe this is such a valuable service that we have made VidiVet FREE for all clients registered with us. More information about VidiVet is available at www.387vets.com/vidivet/

If you haven’t already received your link to access this facility , please contact us.

Symptom checker and poisons guide: Check out the 24/7 Advice tab on our website for lots of information around pet health issues, including our symptom checker  and poisons guide. If you are in any doubt about your pet’s condition, it is always best to contact VidiVet or to call us on 01922 411755 to speak to a vet. 

Out of hours care: If you need to speak to a vet directly or if your pet’s condition is a clear emergency, please call 01922 411755 and follow the answer machine instructions. Our out-of-hours provider is Pool House Veterinary Hospital in Lichfield (Fosseway Lane, WS13 8JY), and the on-call team will be able to advise you whether your pet needs to be seen.

Out of hours consultation fees at Pool House Veterinary Hospital (excluding any treatment) are as follows:

• Weekdays: between 7pm and 11pm: £270.50; between 11pm and 8.30am: £350
• Saturdays: between 2pm and 11pm: £270.50; between 11pm and 10am on Sunday: £350
• Sundays and Bank Holidays: Between 10am – 1pm: £270.50; between 1pm and 8.30am the following day: £350

What overnight care is available if my pet has to stay in?

If your pet requires hospitalisation overnight, the vet will discuss care available to you. For pets that require close observation, our out of hours provider Pool House (in Lichfield) is staffed 24 hours a day, and night duty staff will be on hand to monitor your pet. You will need to transport your pet to the hospital facility, or we can arrange for a pet ambulance (fee applies).

387 Vets does not have team members on site overnight. If your pet stays with us, the admitting vet and duty nurses will agree out of hours checks, but generally pets on the premises will not be routinely checked between 10.30pm and 7.30am.

General pet care questions

When is the best time to neuter your dog?

We recommend neutering dogs, females (spaying) and males (castration), at six months of age, unless they are large male dogs, where we recommend castration at 18 months old. Research shows that there are no significant disadvantages to neutering dogs/bitches before puberty, that the surgery is simpler and that the animals recover much faster.

When is the best time to neuter your cat?

We recommend ‘early’ neutering in cats – between four and five months of age – as advocated by Cats Protection. This markedly reduces the risk of unwanted litters.

What are the benefits of neutering?

The benefits of neutering include:

Females:

• No further seasons
• No unwanted pregnancies
• No phantom or false pregnancies
• No potentially life threatening womb infections (pyometra)
• Massive reduction in the risk of developing mammary cancers (if neutered at a young age)

Males:

• More biddable nature and easier to train
• Less frustrated
• Less likely to inappropriately mark territory (including indoors)
• Cannot develop testicular tumours
• Massive reduction in the risk of developing prostate disease
• Less male dominance aggression and in cats less fighting and roaming (statistically entire male cats are more likely to be involved in traffic accidents and more likely to catch fatal FIV infection from fighting).
• Entire male cats smell very bad!!

Should I neuter my rabbit?

Neutering your rabbit is important for behavioural and health reasons. Entire male rabbits can become be very aggressive and difficult to handle, as can entire female rabbits. In the females, this is related to their hormonal cycles, repeatedly coming into season and then developing false/ phantom pregnancies and nest guarding. Neutering also prevents uterine cancer, which affects 80% of females before they are 4 years old. Read the Rabbit Welfare Association & Fund’s ‘Neuter your bunnies’ article for more information/

Should I get one rabbit or more?

Rabbits are best kept as pairs or trios. Rabbits are not meant to live in solitude and have a deep need for companionship that can only partially be met by humans. Visit www.rabbit.org/faq-should-i-get-a-second-rabbit/ for more details. Rabbits do not always get along when kept together but once neutered it is far less likely for them fall out. Please be careful when buying 2 rabbits together – it is a very common story for a pet shop to sell you 2 rabbits of the same sex, only to find that one of them subsequently produces babies! The evidence actually indicates that the best pairs are usually a male together with a female, both of them having been neutered.

What age does my pet have to be to have its first vaccination?

Though you can start a dog’s vaccination course from 6 weeks of age we advise starting at 8 weeks old. Dogs must be at least 10 weeks old before they can receive their second vaccination but we advise waiting until 12 weeks of age if possible. The two vaccinations must be at least 2 weeks apart and no more than 4 weeks apart.

We recommend cats receive their first vaccinations at 12 weeks. They receive two injections which must be 3 to 4 weeks apart.

How soon after my dog’s vaccinations can I take it for a walk?

Puppies can be taken for a walk no sooner than 7 days after their second injection (unless advised otherwise at the time of vaccination).

Can I take my puppy in the garden before the vaccination course is finished?

The risk of your puppy catching one of the diseases we are vaccinating against in your own garden (as long as it is enclosed) is extremely low so we would advise that you toilet train and socialise your puppy in the garden immediately. Socialising puppies well is essential so we strongly advise exposing your puppy to safe, new experiences from an early age – please speak to one of our vets or nurses for more information and advice.

What should I consider before taking on a new puppy?

New puppies are absolutely gorgeous, but do be aware they require a lot of time, commitment and investment.  To make sure your prospective new puppy is absolutely right for you and your lifestyle, carry out some research on the breed you are interested in. Do consider things like exercise requirements, temperament, potential health issues that may arise … even how big your puppy will get! And if you have a family, how will they take to a boisterous (if cute) new addition who will grow bigger and older and become one of the family too? Find out as much as you can before you commit to make sure your new friend becomes your best friend! See our Resources page for links to helpful advice.

Where is the best place to source a new puppy?

We strongly recommend sourcing a puppy through a responsible breeder.  Responsible breeders will always let you visit a puppy’s home environment and see the puppy’s parents.  The Kennel Club runs an Assured Breeder Scheme so you know the puppies you are going to see have been raised to good health and welfare standards. For more information, click here. Using The Puppy Contract is another way to help ensure your puppy has had the best start in life.

Do be mindful that newspapers, pet shops and internet forums are all places where puppy farmers can advertise. Puppy farms are usually sources of poorly kept breeding bitches who have little social interaction, have multiple litters each year and often produce weak and nervous puppies.  These puppies may also carry infectious diseases such as potentially fatal parvovirus which can be expensive to treat.

Why should I insure my pet?