Welcome To Our Website 

 

Welcome to our practice website. This site has been designe.d to provide you with an insight into our veterinary practice, the team and the services we offer.

UPDATED 2/11/20

Once again, we are facing a lockdown from the 5th November.   We are waiting for official guidance from the RCVS, but it is likely that we will be seeing urgent cases only.   We will try to provide puppy vaccinations, and any boosterw which are overdue more than 5 months (approaching the need for a restart course) , but will not be performing routine boosters other than those.   Routine operations will once again be cancelled, and those of you waiting for BOAS assessments have my apologies - due to staff taking long overdue holidays recently, it has not been possible to arrange a date.   Plans to arrange a date for late Novemebr will need to be knocked back.

We will be increasing spacing and reducing footfall within the building as much as possible, and ask clients that if they can wait in cars once they have given their name in, please do so.   We do not want to go back into a zero public admittance again, as the sheer volume of phone calls resulting from that policy overwhelmed Reception.

Wearing of masks inside the surgery will continue to be required, and it will be strictly one person per appoujntment (not per animal) other than if small children need to be brought., or for euthanasia appointments.

Please do not enter the surgery if you have Coronavirus symptoms, or if you have been told that you need to self isolate.   If you need repeat medicaiton, and cannot have it collected by a third party, pre-order, remain in your car and phone on arrival - we will 'post' through the window!   If your animal needs treatment, we will arrange to collect it from you by staff wearing PPE/

We have enough PPE for the staff, but will be unable to supply clients.   If you haven't be mask, or cannot wear one for health reasons, we will see you outside. 

Open Surgeries

There are no open surgeries running at the moment

Booster Vaccinations

We will take bookings for April,May, June and July

Phones Un-Answered and Cut Offs

PLEASE, PLEASE STOP emailing and sending us facebook messages about phone calls cutting off and un-unswered phones. 

We have never received so many incoming calls per hour, and have two Receptionists answering  phones virtually without any pauses all day.   The sheer volume of incoming calls is over-loading the BT lines and causing cut offs - there is nothing we can do about this.  We understand that it is frustrating not to get an answer straight away, but by sending emails and facebook messages that require replies you are taking time away from veterinary staff who should be treating pets. 

Please keep trying, and avoid calling on the hour or half hour, as we notice a flurry of calls when TV programs finish.  If the phone is ringing - stay on the line until we answer - one of the Receptionists might be temporarily away from the desk and the other on a call that cannot be put onto hold.   We may answer and  immediately ask you to hold whilst we complete transactions or hand out an order outside, please bear with us.

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We will be increasing social distancing provisions within the building, which will allow you to continue to enter with your pets for consultations and to collect orders, but due to the necessity of limiting numbers inside, you may be asked to wait outside - please stay in your cars to reduce numbers clustering at the doors and on the ramp..   Our 'last visit' room will remain open, so that you can talk to your pet at this difficult time, although still not hold.   

We are using the normally shuttered unit two door for entry to the building (top of the ramp on the right), and the usual door is exit only.   Things seem to be running smoothly, but your cooperation and consideration for others is vital if we are to remain open to clients.    Please stand behind the screens when talking to the Receptionists.

Our staff MUST follow the social distancing rules and wear PPE.   You cannot hold your animals, as you will be within the one meter distance required.   If your pet is difficult, or stressed, sedation may need to be administered to allow us to examine or treat that animal following the advised social distancing rules.

If you are deaf and need to lip read, please let us know, and we will remove the masks, but will then need to stand back from you.   We are working in small teams, so that a positive test does not result in the entire staff needing to self isolate, but many of the staff have 'at risk' partners, and we must minimise the risks of taking the virus home.

Neutering/Routine Operations

Once again, routine operations will be put on hold during the new lackdown, but we will still be operating on urgent cases and emergencies.

We ask that operation appointments arrive between 8.30-9.00aml, so that animals can be admitted before clinic appointments start at 9.00am.

BOAS testing and hip/elbow score xrays are not being booked duing the latest lockdown, but these will open up once things settle down.

Our thanks the vast majority of you who are cooperating fully with us and appreciate that we have been here for your animals when they need us. 

Horse  Vaccinations

For horse vaccinations, due to social distancing we will not be visiting yards, but will vaccinate your horse in a box or trailer at the surgery it it is quiet and liable to stand.   Prior appointments only.   We hope to have vets free for yard visits soon.

Facebook/Email

Please don't contact us via Facebook for emergencies or repeat meds, as the page is administered by a third party and messages take about a day to get through to us.   E-mail too can be delayed at the moment, as we are short staffed due to self isolations and checking of emails may be delayed.

Opening Times

We are  seeing consultations by appointment only, once we have reached the end of the daily list we will close early.   Anyone intending to collect a prescription or diet food after 5.00pm weekdays or 11.00am Saturdays should contact us before coming to the surgery.

Repeat Prescriptions from 5/11/20

We waived the three monthly examination/ check during the restrictions, and have been supplying repeat drugs on a monthly basis.   You can continue to receive monthly drugs at the moment without a checkup during the latest lockdown.  .

For collections, phone when you arrive and if Reception is free you will be invited to come in to collect and pay.   If you are shielding we will continue to bring items outside for you.

'Un-answered' Phones

We have two Reception phones.   Demand on our system is very high and at times over-loads and calls are cut off.   Please try to avoid phone calls 'on the hour' as we have noticed there is a flurry of calls at this time when TV programs finish.   If you can't get through, KEEP TRYING. 

Payment

We prefer payment by card at the moment, although will accept cash if offered.   Contactless is availible inside the building.    Please pay before exiting if you have been seen inside the building, to reduce the volume of incoming phone calls as much as possible.  Later payment over the phone for those clients shielding will be accepted.

Working for animal and client health,

G A Maxwell BVMS, MRCVS

Practice Principal

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We offer a full range of veterinary services for the Chester Le Street area, and welcome clients from the surrounding areas. Currently, clients of the practice also live in Consett, High Spen, Gateshead, Washington, Sunderland, Seaham, Mutron, Durham and Peterlee, but you should consider travel time in an emergency situation from addresses to our out of hours service provider when making your choice of veterinary practice, as our small animal out of hours service is now provided by Wear Referrals, Bradbury. (see 'in an emergency' page).

Our professional team is committed to providing quality care and treatment to your pet who we consider to be a member of your family, and our practice policy is to treat your pet as we would our own.   This translates into a practical approach based on what drugs, treatments or surgical proceedures we would apply to our own pets, and most of the staff do have pets of their own.   We understand how worrying ill pets are but we are not a practice whose aim is simply to sell you the most expensive drugs, lab tests or surgery!

We have started a pet care plan for our dog, cat and rabbit clients.   A monthly direct debit will cover the cost of flea treatments, worming, annual boosters and a mid year checkup.   Clients on the scheme will benefit from discounted prices on some of our other services, and their overall discount more than pays the scheme fees.

We run Canine First Aid courses in conjunction with Baindream Dog Training Centre.   These have been very popular, and offer theoretical teaching and practical bandaging using Gill and Daves own dogs as the patients!   Full course notes, tea and biscuits and a certificate of attendance are provided for £40.00    To book places please contact Dave Bain PPDTI on 07919 867118 or contact us on 0191 3885125.   There are no First Aid Course planned until Coronavirus settles down, and lockdown is fully lifted.

For Baindream Dog Training, please look in the drop down menu under 'services' at the top of the webpages.

We hope you enjoy browsing our website

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NEWS - Gill Maxwell is now a Kennel Club Assessor for the BOAS Scheme for Pug, French Bulldog and Bulldog breeding stock.   Correct forms have arrived so testing is now live !   Afternoon apointments with Gill  charge  £ 32.00 /dog

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Facebook - many of our clients are enjoying the content on our Facebook page, but please note that it is administered by a third party, and although any messages will be forwarded on to us, they will inevitably be delayed.   For most questions about costs, treatments offered, appointment times or the most appropriate vet to see your animal, a direct call to Reception on 0191 3885125 will be the quickest and most efficient method of getting your answers.

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We are always keen to hear your views so please feel free to provide feedback if you have any comments or suggestions concerning our website or the services we offer.

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