Telephone Vet Consultations

Like many organisations, we are adapting our processes, so we can balance the needs of our clients’ with the need to adhere to Government COVID 19 guidelines. We are now pleased to offer telephone consultations for your pet during the COVID-19 pandemic if you are unable to attend the hospital due to self-isolation.

Can any pet owner use this online booking facility?

 At present the online appointment booking service is only available to book for cats and dogs.

If you would like to book for another species with our exotics service, please phone the hospital so that we can collect all the important information needed ahead of your booking with the vet.

NB: New clients: If you are a new client that is looking for a second opinion consultation, please phone us for your first appointment so that we can gather the required information from you ahead of the consultation. 020 7387 8134

Requirements for telephone consultation

• A phone number that we can contact you on (and for any mobile to be charged sufficiently for the conversation to be completed)
• A credit or debit card for payment over the phone (please note we cannot accept American Express cards)
• An email address for payment confirmation

How much does a phone consultation cost?

 Phone consultations are charged at the same rates as a physical face-to-face consultation ie: from £42.

If the vet determines that your pet needs to be seen for further examination or investigation, then we can arrange an in-clinic appointment. There will be no additional consultation fee for this specific consultation that needs to be conducted at the practice within 24 hours.

Which days/times will telephone vet consultations be available?

Monday-Sunday during our current business hours

What is the telephone vet consultation process?

• Follow the guided process online for booking your appointment
• Complete your pre-authorisation for payment of the consultation fee (this will not be deducted from your bank account until after the consultation is complete)
• Once you have completed your online booking and payment pre-authorisation, you will receive an email confirmation
• If you have access to a smart phone, it may be helpful for you to reply email with relevant photos or short videos of your pet’s health concern prior to your appointment to assist with the consultation (please reply to the booking confirmation email to ensure our reception team can link your images with your pets file)
• The vet will telephone you within one hour of the booked appointment time to discuss your pet's needs.
• Once your telephone consultation has been completed, only payment for the consultation fee will be taken from your designated payment card
• Important note: pre-authorisation of payment is required to secure a telephone consultation. If you have not completed the pre-authorisation process before the consultation time, your appointment will not take place

What happens after the telephone vet consultation?

If the vet determines that your pet needs to be seen for further examination or investigation, then we can arrange an in-clinic appointment. There will be no additional consultation fee for this specific consultation that needs to be conducted at the practice within 24 hours.

Prescribing medicine for your pet

In these special circumstances, vets are also able to prescribe your pet medications remotely if they believe this is in your pet best interest. Remote prescribing can only be done for patients that we have examined at the hospital within a reasonably recent time.

If medication is dispensed following your telephone consultation, a member of our team will be in touch to inform you when the medication is ready and to obtain payment online or by phone These prescriptions will then be posted to you unless they are required to be collected from the hospital.

Repeat pet medications

Please order your repeat medications online and we will contact you when ready. This will help us reduce the number of people who need to be in our hospital reception area.