PAWS Client Information

Client Information

Emergencies

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 privately owned 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 www.vets-now.com (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.

Out of Hours

In case of emergency - Telephone 02476 343400

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 in the documents below.

​Complaints Procedure

Midshire Veterinary Group is committed to high quality veterinary service and client care. If you are unhappy about any f the service you have received please contact our Practice Manager Miss Tammy Kennedy via the surgery.

Should the matter not resolved to your satisfaction at this stage you may be asked to submit the matter in writing for the attention of the Directors where we will endeavour to deal with the matter as soon as possible.

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

We will happily provide an 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 condition may require individual adjustment.

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.

If for any reason you are unable to settle your account as specified we ask that you discuss this as soon as possible with a member of staff.

Please note that unsettled accounts are subject to administration charges and further recovery action and costs where payment remains outstanding.

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.

Students and EMS

Like many veterinary practices, we are not only involved in training the next generation of veterinary nurses, but also vets as well.

Veterinary students are required as part of their university training to spend a significant portion of their time between terms undergoing further "practical" training with veterinary practices - Extra Mural Study (formerly "seeing practice", for those of us of more senior years!).

As a large mixed practice, it is not unusual for us to have multiple students with us for a large percentage of the year.

Veterinary students wishing to 'see practice' with us can now book with us via the VetEMS website, run by XLVets. Please click on the logo to request a booking (website will open in a new window).

We also receive a large number of requests from school and college 'pre-veterinary' students wishing to find a placement for their work experience. These requests should be made via our Practice Manager Miss Kennedy.

Please note, however, that we receive many more requests for such placements than we have availability. We give preference to university undergraduate students, and all our availability is booked many months (sometimes a year or so!) in advance.

We encourage younger students considering becoming a vet to gain experience with animals via such means as work on farms, at stables, kennels or other similar placements. Such experience will be invaluable when applying for a veterinary degree course.

You can find more information on veterinary careers at the RCVS website here or by clicking on the logo.

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