PAWS Client Information

Client Information

Emergencies and Out of Hours

In case of emergency - Telephone 02476 384064

In all cases of emergency, contact the surgery on the above number. During the day we will see emergency cases as soon as possible. Please be aware that in this situation, there may be a delay with routine appointment times. We will keep you updated of such delays.

In cases where the surgery is closed, you will be given the number of the emergency out-of-hours clinic.

Information about the emergency clinic is given below.

Vets Now is a company specialising in the provision of dedicated Out of Hours veterinary care to clients of member practices.

Clinics are staffed by fully qualified teams who are based on site for their entire shift- working out of hours ensures your normal Vet gets rest and the out of hours team rest once your vet is back in work!

All staff receive regular training updates with the emphasis of emergency and critical care.

Open whenever we are closed, you’ll have access to Veterinary Services, day, night, weekends and all bank holidays.

Out of hours please call our practice number to obtain the number of the local Vets Now clinic.  Map and contact numbers can also be found on (please note calls are logged and recorded for reference purposes)

Fees will vary according to the time of day and what treatment costs are additional and will be discussed with you prior to commencement.

Telephone advice is free.

Vets Now fees should be covered in the same way by your insurance as any other veterinary fees- check with your provider if in doubt.

Emergencies are nearly always better to presented at the clinic where the staff have access to all the equipment they need- we will advise you on transporting your pet if required.  By planning ahead Vets Now can plan for your arrival.

In order to make a house visit out of hours the duty vet will need to consider the cases already at the clinic and to arrange staff cover.  For this reason Vets Now will only make a house visit where there is a clear medical need- in this instance the clinic staff will do everything they can to attend your home.  The costs involved in home visits reflect the travelling, staff cover and time involved.

Terms and Conditions

Our aim is to provide you with a modern, caring, friendly service. In order for us to be able to concentrate our efforts on veterinary care and to reduce our administrative burden we operate a payment at the time of consultation system. 

Payment up front or deposits will be requested for some routine procedures, consultations, operations and previous failure to attend appointments.  Refunds will only be given if cancellations are made with at least 24 hours notice. (Please note should the practice need to cancel a booking at short notice due to an emergency or unforeseen circumstances then payment will be honoured)

Payment can be made by cash, cheque, credit/debit card or BACS


All fees, diets and drug charges are subject to VAT at the current rate. Fee levels are determined by the time spent on a case and according to the drugs, materials, consumables and diets used. You will receive a detailed invoice for every consultation, surgical procedure or transaction with us. More common fees (consultations, vaccinations and routine neutering) are available at reception and on our website pages;


We will happily provide a written estimate as to the probable costs of a course of treatment. Please bear in mind that any estimate given can only be approximate – often a pet’s illness will not follow a conventional course and treatment plans will vary dependant upon earlier test or treatment results.

Inability to pay

If, for any reason, you are unable to settle your account as specified, we ask you to discuss the matter as soon as possible with our administration manager Mrs Debbie Holmes. 

Should an account not be settled by the end of the month during which treatment was performed, a reminder will be sent with an additional accounting fee in respect of administrative costs incurred. Should it be necessary for further reminders to be sent, further charges will be incurred.
After due notice to you the client, overdue accounts will be referred to our Debt Collection Agency and further charges (£ 40 minimum) will be levied in respect of costs incurred in collecting the debt: such as production of reports, correspondence, court fees, attendance at court, phone calls, home visits, etc. Any cheque returned by our Bank as unpaid, any Credit Card payment not honoured and any Cash tendered that is found to be counterfeit will result in the original account being restored to the original sum with further charges added in respect of bank charges and Administrative costs.

Once referred to our debt collection agency, we may withdraw our provision of Veterinary Services.


Midshire Vet Group strongly advises pet insurance to cover unexpected illness or injury. We ask that you settle your invoice with the clinic and then reclaim the costs from your insurer. In exceptional circumstances we may allow payment to be delayed pending payment directly from your insurer. Please note however that where there is a delay in payment caused by your insurer this may incur administration fees and we reserve the right to request payment from yourself in this instance.

An small insurance processing fee is applicable per claim. 

Medication Prescriptions and Repeat Prescriptions

Only veterinary surgeons may prescribe and authorise medication. The vast majority of routinely used medications are available to be dispensed from the practice. Written prescriptions can be provided on request. There is a fee for this service.

For those patients on long term medications, repeat prescriptions/dispensing may be authorised by the case veterinary surgeon. The period of time that prescriptions can be dispensed for will vary on a case by case basis and will be as advised by the vet. This may vary from a few weeks to several months dependant upon the condition being treated and the condition of the patient.

The maximum period we are able to dispense medication to any patient without a check-up is currently 6 months.

PLEASE NOTE we CANNOT refund any medication once it has left the practice premises.

Hospitalised Patients

Where patients require hospitalisation, this will be undertaken at our PAWS surgery or our emergency service provider, Vets Now in Coventry.  

Patient Records

Whilst all medical records relating to your pet are the property of Midshire Veterinary Group we are happy for you to view these at any time by request

Lost + Found Animals

Whilst healthy animals cannot be admitted to the practice all injured animals should in the first instance be reported to the RSPCA who will authorise any veterinary treatment and issue a log number.
Injured wild animals will be checked at the practice free of charge and released where possible.
Stray dogs are dealt with by the Local Authority Dog Warden and via the Local Authority Kennels.

All strays presented to us will be checked for a microchip to enable reunion with an owner as soon as possible.

If you have lost a pet we will be happy to record the details in case your pet is brought to us.


Complaints Procedure

Midshire Veterinary Group is committed to high quality veterinary service and client care. If you are unhappy about any of the service you have received please contact our Directors either in writing or via the surgery email where they will endeavour to deal with the matter as soon as possible.

We hope these questions help you understand our Terms of Business please feel free to contact the practice with any further questions you may have.

No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by one of the practice Directors. No agent or person employed by, or under contract with, the practice, has the authority to alter or vary these conditions in any way.

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