COVID-19 ADVICE FOR OUR CLIENTS

Last modified: 02-11-2020

To All Our Lovely Clients,
We just want to reassure you that we will continue to be available to care for your pets 24hrs a day, in the safest way possible during the coming national lockdown. The new regulations state that Veterinary Practices may stay open to provide essential health and welfare services and members of the public are permitted to travel to access veterinary services, however, the overall message of the national lockdown is to stay at home.

Passionate as we are to provide the best of care to your pets, we have established a COVID19-safe way of working throughout the pandemic and this will continue.

To help you to stay at home:
• you can have a PetsApp video consultation with one of our vets or nurses
• we have delivery services for parasite control products and food delivery will be available very soon through our website.
• you can use PetsApp chat to ask us any questions and just keep in touch.

If you need to bring your pet to the practice:
Rest assured that your safety is of great concern to us.
• We are waiting for exact guidelines from our governing body as to which services are able to continue during this lockdown. If you have an appointment that might be affected we will discuss it with you as soon as possible.
• We will collect your pet from you in a socially-distanced manner whilst wearing full PPE, examine them thoroughly and then discuss them with you over the phone or video app. We request that you wear a mask and respect 2 metre distancing whilst handing over and collecting your pet.

Thank you for your understanding, stay safe and take care.


Ian, Jacky and the Team

If you’d like to see our COVID-19 Risk Assessment, please click here.

New Services

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  • PetsApp webchat service: message us at any time to make appointments, ask questions, let us know you are in the car park or order food and medicines. The app can be downloaded from here.
  • Remote Consulting: We can also offer a consultation with a vet by telephone or via our webchat and video portal, PetsApp. We can often avoid the need for you to bring your pet to the surgery and, during this pandemic, we are permitted to prescribe medicines and treatment remotely.
  • Healthy Pets Club: now with Free Product Delivery
  • Our Vet Shop: postal delivery for parasite control and food – please call to enquire & order (online ordering COMING SOON)

If you need to come to the surgery:

  • To reduce the numbers of people waiting at the surgery, and therefore the spread of infection, please give us a call or send us a PetsApp message when you have arrived outside the surgery, and we will let you know as soon as the vet or nurse is available to see you.
  • We will ask you to remain in your car while the vet or nurse brings your pet into the building and examines them. Cats and rabbits should be in a secure, clean basket and dogs on a lead that can easily be removed. The vet will then communicate with you by phone or video call. Please be sure to have a working phone with you.
  • You will be requested to pay at the time. We can accept all major credit cards remotely. We are not taking cash or cheque payments at this time.

This video shows what social distancing measures we have in place so you know what to expect:

https://www.facebook.com/macqueenvets/videos/280865539760960

Vaccinations

Our team has been working hard since the last lockdown to get everyone’s boosters up to date. There was a big waiting list! but we managed to catch-up and are now contacting boosters for the coming month. If you are wondering if your pet is due a booster and annual health check, or you are concerned that you haven’t had a call, text or email from us, then please do send us a PetsApp message, or call 01380 728505.

Neutering

We are now able to offer all routine surgery including laparoscopic (keyhole) bitch spays.

Healthy Pets Club 

We can now offer a free upgrade to postal delivery on all your parasite control products. Our nurses continue to offer free nurse consultations by video. 

Repeat Medications

When appropriate the medication health check may be carried by video consult. Please give us 48hrs notice to process medicine requests. We are also happy to personally deliver medicines.


We kindly request owners not to bring their pets to the surgery:

• if you, or members of your household, are self-isolating because of a suspected or confirmed case of COVID-19.

•  if you have been confirmed, are suspected of COVID-19, or are self-isolating, and urgently need your pet to see a veterinary surgeon, please arrange for a friend or family member from outside your household to bring your pet to the surgery. We may not be able to make home visits in these circumstances. Please see further advice at the end of this document.


Clients who are shielding

We are also concerned to maintain our services for our most vulnerable clients. While we are hoping that everyone can stay healthy, we believe that having a plan in place gives great peace of mind. If you are in the category of ‘vulnerable’ (and we appreciate the official guidelines are changing rapidly) please consider taking the following steps:

•  Please make a plan for your pet’s everyday care in the event that you are taken into hospital. This way you can be reassured that you will have nothing to worry about for your pet’s wellbeing.

•  If you live alone, please ensure that there is a friend or family member who has a key to your house, in the event that your pet needs care in your absence. For more recommendations, please see our advice for older owners.

•  Please share any concerns about your plans with us, we are here to help.

•  you can consult the NHS and government websites for your personal health advice.


If you are diagnosed positive for the coronavirus:

•  If your pet requires care, wash your hands before and after any interaction with them.

•  Keep cats indoors if possible and try to arrange for someone else to exercise dogs, taking care to restrict any contact with your dog walker and making sure that they practice good hygiene. This is to reduce the likelihood of your pet spreading the disease through environmental contamination on their fur or lead – there is no evidence that pet animals can spread the disease or that they become sick themselves.

•  If your pet shows any signs of illness, please call us for advice, before coming to the surgery.

•  If your pet requires emergency treatment, call us for further advice. Do not bring your pet to the surgery unless the vet instructs you to. You may need to arrange for someone else to transport your pet for treatment. We may not be able to make home visits in these circumstances.


This situation is evolving and changing rapidly, so we will continue to monitor the situation and update these guidelines as necessary.  We really appreciate your co-operation.

We will continue to endeavour to provide you and your pet the best possible care during this difficult time.

Thank you,

Ian, Jacky and the Team


Additional Resources

Guidance for Clinical Procedures during COVID-19

This flowchart gives a basic overview of the guidance we are following during this time when taking on clinical work, to ensure the maximum safeguarding for all staff, clients and patients alike…[Download]

RCVS Flowchart PDF thumbnail

Behavioural changes in your pets?

We are living in very unusual times. Social distancing and staying at home due to COVID-19 restrictions is having an impact on everyone. It is inevitable as we change our routines that the animals who live with us are affected too…[Download]

Dog Walking & COVID-19

For many dogs, going out for a walk is an important part of their daily routine. However, measures introduced to reduce Coronavirus mean that lots of owners won’t be able to do this so may be relying on others to help them. If you have offered to walk someone else’s dog, here’s some guidance to help keep everyone safe…

Advice for Puppy Owners

Puppy with toy

If you have recently welcomed a puppy into your household, then you may be worried about the impact of the restrictions related to the COVID-19 outbreak on your puppy’s development and well-being. These guidelines are intended to help you and offer advice at this challenging time…[Download]

How to reduce Behavioural Problems in our dogs during the pandemic

For those dogs who struggle with stress and anxiety, having the family at home will have both positives and negatives. For the dogs who seek social contact, this may be…[Download]

Pet Insurers reassure Britain’s 7.7 million pet insurance customers

The ABI is reassuring pet insurance customers that its pet insurance members will be offering enhanced help and support through a number of pledges to customers who may understandably be concerned about the health of their pet during the Coronavirus outbreak….[More]

COVID-19 Advice for Cat Owners

Many cat owners are now working from home, self-isolating or social distancing. While cats are pretty adaptable and may well enjoy having owners at home, there is also a lot of discussion asking if pets can spread coronavirus, should they be allowed outside (if they normally go out) and what to do if you have contracted the virus…[Read More]

Useful Webinar for Cat Owners

International Cat Care Logo

Speaker: Vicky Halls RVN DipCouns Reg. MBACP Join International Cat Care’s Feline Behaviourist Vicky Halls to find out what you can do to make sure your cat’s needs are met during restrictions put in place to help combat the Covid-19 virus….[Read More]

Advice for Kitten Owners

kitten sniffing nurse

If you have recently welcomed a kitten into your household, then you may be worried about the impact of the restrictions related to the COVID-19 outbreak on your kitten’s development and well-being. These guidelines are intended to help you and offer advice at this challenging time…[Download]