As of Tuesday 3rd April 2018, our procedure regarding the care for emergency cases outside of normal consulting hours will change. We are collaborating with The Mount Veterinary Hospital to continue to provide our clients with an excellent professional service at their brand new, purpose built hospital just off the A38 in Wellington, a short drive from Taunton.
Why:
- The main reason for the change is to be able to provide the best care possible for your pet at all times, whether day, night or weekend. Whilst our staff can focus their attention fully during daytime hours to ensure your pet receives the utmost professional care we can offer, we can now also extend that to all hospitalised cases 24/7
- A dedicated duty nurse will provide care for all in-patients around the clock, ensuring that their needs are met at all times. This is especially important to the intensive care patients requiring constant monitoring
In case of an emergency:
- Phone our usual number (01823 333909 or 01823 340660) where you will be given an option to be transferred to the emergency number if one of our veterinary surgeons is not available
- Please state that you are a client of Tone Veterinary Centre
- The duty veterinary surgeon or nurse will offer advice
- If it is necessary for your pet to be seen, they will then discuss the details with you
- Payment, as is the case currently, is at the time of the appointment or discharge
Frequently asked questions:
Q: Where do we take our pet when they require emergency treatment out of hours and how do we contact them?
A: On April 3rd we will change our emergency out of hour arrangements. Phone our usual number (01823 333909 or 01823 340660), where you will be given the option to be transferred to The Mount Veterinary Hospital at times when our practice is closed. You will then speak to either the duty veterinary surgeon or veterinary nurse, who will give you advice, or arrange to see you.
The Mount Veterinary Hospital, Taunton Road, Wellington, Somerset, TA21 9FG, Tel: 01823 662286, is less than 20 minutes’ drive for more than 95% of our clients. In exceptional circumstances where possible, home visits will be carried out, but that is no different than our own current policy, where visits are only done when circumstances allow, as besides euthanasia procedures at home, it is in your pet’s best interest to be examined at the practice, where we have all the necessary equipment, facilities and treatment to give a far superior service. Alternatively, pets can be transported by taxi, or use the dedicated Pet Ambulance Service provided by Animals at Home Pet Services on 07788500767.
Q: Why are you making this change as you have always provided us with a 24/7 service?
A: The main reason for the change is to be able to provide the best care possible for your pet at all times, whether day, night or weekend. Whilst our staff can focus their attention fully during daytime hours to ensure your pet receives the utmost professional care we can offer, we can now also extend that to all hospitalised cases 24/7.
A dedicated duty nurse will provide care for all in-patients around the clock, ensuring that their needs are met at all times. This is especially important to the intensive care patients requiring constant monitoring.
Q: What are your “out of hours” times?
A: Our normal practice consulting hours are 08:30-18:30 Monday to Friday and 09:00-13:00 on Saturdays. Outside of these times we will transfer our emergency services to The Mount Veterinary Hospital.
Q: What are the cost and payment implications?
A: The payment policy for The Mount Veterinary Hospital is exactly the same as our current policy: an out of hours surcharge depending on the time of day is applied to the consultation and payment is expected at the time of the appointment, or when your pet is discharged if it had to be admitted to hospital. Our fee and pricing structures are very similar and therefore the costs for emergency care will not be more expensive than our current charges.
Q: What about insurance payments – do we have to pay two excesses?
A: Your insurance policy will require you to pay only one excess per condition on your claim, even if both practices have treated your pet (similar to when your pet is referred to a specialist). Direct claims at both our practices are done on an individual basis and this will continue to be the case.
Q: What about follow up visits – where do we go for those?
A: All follow up visits and treatment will be carried out at your usual branch (Norton or Blackbrook). We will receive the clinical notes from The Mount Veterinary Hospital in order to continue treatment and/or ongoing care.
Q: What about access to my pet’s clinical notes?
A: When it is necessary to transfer your pet in our pet ambulance to The Mount Veterinary Hospital, we will take with us all the relevant clinical notes and hospital sheets and we will discuss the case with the duty vet/nurse to ensure continuity of care. The reverse will also apply when they are transferred back to us.
Q: What happens when my pet is transferred to The Mount Veterinary Hospital, or when I take him there when you are closed?
A: To ensure the welfare of patients, we will keep the transfer of patients to a minimum and only move them when it is safe to do so. Saying that, we will try to ensure that where possible, procedures, investigations and operations are carried out by the veterinary surgeons at our practice in our premises. Obviously, for emergency surgery, this will be done by the duty vet at The Mount Veterinary Hospital.
Q: Will my pet always have to go to The Mount Veterinary Hospital if they require hospitalisation?
A: We are planning to still provide in-house care for non-critical cases, as they will have the necessary checks and treatments given by our own nurses, but only if we are sure they will not require intensive care. This will be discussed with you if the situation arises.
