Quality, professional veterinary care, tailored for you and your pet.
JULIE INNES VETS, HAMILTON
This year has certainly brought it’s challenges! Obviously the main event has been
the arrival of COVID 19 to our lives, and it has had a huge efect on the way we are
having to work. We have implemented many changes to try to keep our staff and clients
safe. We understand many of these changes will not necessarily be ideal, but there
is a real need to do our part to prevent spread and to enable us to keep the surgery
open and functioning. AS we are a relatively small practice even one member of our
practice contracting COVID could effectively mean temporary closure, due to track
and trace, so we are working hard to try to prevent that..
For this reason we have decided to not allow clients into the practice with their
pets. We know this is difficult for you, but rest assured your pets will still get
all our care and attention when you are not there (and plenty of treats and cuddles!)
We have installed a buzzer system so we can talk to you via the camera intercom,
then let you into the hallway where you can leave your pet securely. We will examine
your animal then call you to discuss their care, so keep your mobile handy! We are
using various mobile phones, so it will come up as a private number. When we are
finished with your pet we will place him or her, along with any medication, in the
hallway again and buzz you in to collect. We have installed a new mobile card reader
in there too so you can pay safely without having to enter the main practice and
to try to help keep phone lines free, but you can call to pay over the phone if
you need to. The only exception to this is where we are carrying out euthanasias.
We understand that this is a difficult time so we have cleared a room and are allowing
one person to come in with the animal. Your pet will be sedated and you can sit with
him or her until he or she is fully asleep, then we will take them away for the final
injection. We know that this is not ideal, but we feel this is the best way to allow
you to be with your pet in their final conscious moments while still protecting everyone.
Because we need at least 2 members of staf f for each consultation, and because we
need to use PPE and clean more thoroughly between each appointment we do have fewer
appointments available. We are only booking appointments on the day, to ensure that
more urgent cases can still be seen promptly, and that we have staff available. We
appreciate your patience with this and hope to be able to do more as we become accustomed
to the new way of working. We are still doing operations and dental treatments, but
again are not booking too far in advance to accommodate emergencies. We have a list
of routine operations that we are working our way through and again appreciate your
Regarding booster vaccinations, many are overdue to the initial lockdown, but we
are trying hard to work our way through them to ensure that your animals’ immunity
isn’t compromised. The vaccine manufacturers assure us that we have at least a 3
month window where we don’t need to worry. We ask that you call us and we will add
you to our list and we will call you to arrange a time to suit.
Because appointments are limited the nurses will initially get a vet to call you,
so we can ascertain if your pet needs to come down to the surgery and when, or whether
we can prescribe something over the telephone. Even if you feel that your pet needs
seen these telephone consultations are useful, because the vet can get all the relevant
history from you so that when your pet does come down we already have that information,
so the system runs more smoothly. Vets calling from mobile phones allows us to leave
our main phone lines open, as we appreciate these can get very busy. We are using
e-mail (firstname.lastname@example.org) too, so you can send us pictures and updates.
Medication can be ordered as before, and collected via the buzzer system. It does
help us keep the phone lines clear if you can pay when you collect them via the card
machine in the hallway.
We do understand that all this is frustrating at times, and we really do appreciate
your patience. We are working really really hard to ensure that we can continue to
provide great care and service for you. As this means no breaks for us during the
day we have reduced our hours currently to 9-5 Monday to Friday and 9-12 on Saturdays
to try to prevent staff burn out. Often we have buzzers and phones all going at once,
while also trying to deal with animals in the surgery, so bear with us! Hopefully
we will get back to some kind of normality in the not-too-distant future, but in
the meantime we need to adapt. We are not accepting new clients at the moment as
we are so busy and we need to look after the clients we already have, so apologies
to anyone who has not been able to register. We look forward to the day when we emerge
from the other side of this and can welcome everyone back in!