Thank you for choosing us to look after your pet’s healthcare and well-being. We promise to do our utmost to provide you with excellent service. We continually strive to deliver you and your pet with pioneering and compassionate medicine and surgery.
All our vets have a wealth of experience, and our team of nurses and support staff complete a highly effective and proficient team.
We run 15 minute appointments per patient, but understand that sometimes you may need more of our time. During each consultation, we shall provide a comprehensive examination, discuss a treatment plan and discuss differential diagnoses and prognosis. We shall answer any questions you may have. We shall discuss costs and provide you with an estimate if requested. We shall do our best to make sure that you and your pet feel at ease always. Please let us know in advance if your pet is especially nervous of going to the vet so that we can arrange an appointment at a quiet time.
We shall send you a text reminder for your appointments (with your permission). We shall also email you when your pet is due a vaccination or anti-parasite treatment and when we have a new newsletter.
We stock Hill’s Vet Essentials, Hill’s Prescription Diets, Royal Canin and Canagan foods along with a range of toys and accessories including Hunter leads and collars.
You can keep up to date with all our latest news and offers by following us on Facebook, twitter and Instagram
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Monday to Thursday: 8.30am to 6.30pm
Friday: 8.30am to 6pm
Saturday: 9am to 11am at Barons Court and 11am to 1pm at Notting Hill
We are open all day for enquiries and emergencies. Consultations with the vets or nurses are by appointment.
Vet consultations happen between 8.30am and 11am, between 2pm and 3pm, and between 4pm and 6pm during the week
Nurse appointments are between 1030am and 11am in the morning and between 3.30pm and 4pm during the week
Acupuncture appointments are on Thursdays every week.
An initial consultation with the veterinary surgeon costs £58; subsequent consultations are charged at a reduced rate if rechecks are required.
We have enclosed a fee guide at the end of this information pack to give you an idea of our costs. All our bills are fully itemised and estimates are provided on request. Please do not be embarrassed to ask for an estimate. Medical bills are expensive and it is important to us that our fees are fully transparent and accessible to you. It is important to understand that often we can only give an estimate and not a definite quote. We shall, however always inform you if the bill will be larger than we were expecting and seek your consent before doing any additional work (except in an emergency when we may not have time to speak to you before we act).
We accept emergencies throughout the working day. If you are worried about your pet please call us straightaway and tell us immediately that you think you have an emergency.
When we are closed, we pay for Elizabeth Street Hospital(ESH) in Victoria SW1 to see our patients if emergency treatment is necessary. We shall be informed the following morning by email and we shall contact you to see how your pet is doing and, if necessary, see you the same morning to continue treatment.
The telephone number for ESH is 020 7730 9102 and the address is 55 Elizabeth Street, London, SW1W 9PP. The cost for a consultation there depends on the time of day but is roughly £150. Please only call them in an emergency as they do not have access to your pet’s medical notes
Both Notting Hill and Barons Court branches are very proud to be Accredited by the Royal College of Veterinary Surgeons as General Practices. This means we follow strict rules about the services we provide to you, the care we take in looking after our clients and more importantly our patients(!), the continuing education we undergo, the maintenance and quality of our equipment and medicines, and the facilities we provide to you. We have:
Sometimes we advise that we admit your pet to our wards so that we can perform tests or procedures to diagnose or treat for example if your pet requires intravenous fluids, an x-ray or an operation.
We shall usually admit your pet in the morning and send him or her home with you in the evening. Occasionally we may want your pet to be looked after by Elizabeth Street Hospital overnight as at the end of the day we go home. We shall ask you to take your pet to ESH at the end of the day and then bring them back to us the following morning.
We do not have any staff on the premises overnight. Very occasionally we may agree to keep your pet in overnight for example if they need some intravenous fluids. In this case one of the vets will visit them overnight.
We may advise that we refer you and your pet to a Referral Centre to see a specialist. We pride ourselves on having close working relationships with all the best specialists so that we can make sure we get the best possible care for your pet during these sometimes stressful and worrying times. Examples of when we might refer are:
We shall always discuss costs and options with you before we refer.
If your pet is on long term medication we shall need to see him or her at least every 6 months to provide you with more medication. The charge for this re-examination consultation is £52.
On request, we can provide you with a prescription so that you can but your medication elsewhere. We charge £18.70 for the time involved on writing a prescription. We ask you to remember that we make a small profit from stocking and running our in-house pharmacy and this contributes towards us keeping down our consultation charges. We strongly believe that all pets should have access to veterinary care and we continually strive to make our fees as affordable as possible in the face of the increasing costs and overheads of running the business.
We offer home visits. Please bear in mind that we must fit these visits around our working day and therefore we can never give an exact time. Also, please remember that all our facilities are at the clinic and therefore we are very limited in what we can do on a visit. Please only request a visit if you cannot possibly bring your pet to the practice. The cost is £180 on top of our normal fees.
We are happy to see second opinions and for you to seek a second opinion if you wish. If you wish us to give a second opinion then we shall request your pet’s notes from your previous vet, we shall give you our opinion and then we shall offer to send your notes back to your previous vet. It is up to you whether you wish us to do so. If you request a second opinion after seeing us then we shall transfer your full notes to the new vet with your consent.
We take your privacy seriously. Your personal details are kept in the strictest confidence. We shall not transfer or discuss your notes with anyone else without your consent. You are welcome to have a copy of your notes upon request. We shall email them to you within 24 hours if requested. If we send a sample for example blood from your pet to an external laboratory we shall request your permission to share your name and your pets name for identification purposes, but we shall not share your address or contact details.
A large percentage of our clients have insurance. Insurance covers most non-routine medicine, surgery and diagnostics and allows you to claim back your costs. We shall usually request that you pay our bill at the time. We shall fill in our part of the insurance claim form and process it free of charge. Occasionally, and only with our prior consent we shall claim the money back from the insurance company. We shall require you to pay the excess on the policy and provide proof of insurance before we can agree to this. We regret that we do not process direct claims for Animal Friends or Equine and Livestock policy holders. We shall usually only consider making a direct claim if you are experiencing financial difficulties in order that your pet doesn’t suffer.
If you wish us to make a claim we require a form that has been filled in as directed by your insurance company and signed. We shall agree with you when we are going to submit the form. We shall then fill in our part of the form and process it usually within 3 working days.
We aim to provide the highest standards of veterinary care and customer service. We take any complaints very seriously and value your comments. If you wish to make a complaint or a comment then in the first instance please email us: firstname.lastname@example.org for the attention of Dr Emma Nicholas. We shall respond to your complaint within 48 hours. If you are not satisfied with our response then we are governed by the Royal College of Veterinary Surgeons (RCVS.org.uk) and we shall advise you of how to contact them if you wish. Should the need arise we shall co-operate fully with the RCVS.