PENNINGTON HOUSE VETERINARY CENTRE

PENNINGTON HOUSE VETERINARY
CENTRE
Newlands Road, Leigh, WN7 4HA
Tel: 01942 262051/673777
Fax: 01942 262691
LADIES LANE VETERINARY CENTRE
18 Ladies Lane, Hindley. WN2 2RG
Tel:01942 522999 Fax 01942 522899
TONGE MOOR VETERINARY CENTRE
391/393 Tonge Moor Road, Bolton. BL2 2JR
Tel:01204 526936 Fax 01204 364195
CECIL AVENUE VETERINARY CENTRE
1 Cecil Avenue, Sale, Cheshire. M33 5BW
Tel/Fax : 0161 973 0375 Fax 0161 973 0802
E Mail: [email protected]
Web: www.vetcareltd.co.uk
Introduction
3
Welcome
4
Practice History
7
The Practice
7
Reception
8
Consulting Rooms
9
Nurses’ Rooms
10
Kennels
11
Preparation and Examination Areas
12
Theatre
13
Diagnostic Imaging
15
Laboratory
16
Library and Office
Preventive Health
17
Vaccinations
20
Worms
21
Flea Control
22
Neutering
23
Diet and Nutrition
Nurse Clinics / Clubs
24
General Clinics
25
Puppy and Kitten Club
26
Dental Club
27
Junior Club and Weight Club
28
Club 8-Plus (Geriatric)
29
Small Furry Club
30
Pregnancy Club and Identification Chips
Other Services and Practice Information
31
Pet Insurance
32
Pet Travel Scheme (PETS)
34
Complementary Therapy
35
Euthanasia, Death and Bereavement
36
Administration and Management—Terms of Business & Computers
37
Prescriptions and Dispensing
38
Staff Training and Development
39
Practice Management
40
RCVS Accreditation
42
Directors
43
Management Team
44
Nursing Team
46
Veterinary Surgeons
47
Client Care Managers
48
Administration and other Support Staff
49
Vision and Mission
2
Vetcare Ltd is a veterinary practice dedicated to the treatment and welfare of small animals.
We care for some 30,000 Dogs, Cats,
Rabbits and other animals in the areas
of Leigh, Bolton, Hindley and Sale and
provide a sensitive, competitively
priced, approachable and quality
service with an emphasis on customer
as well as animal care.
Our routine opening hours vary
between surgeries and are shown at
the bottom of the page.
Appointments are available from 9am
to 9pm, Monday to Thursday, until
7pm on Fridays and until 3pm on
Saturdays. We also have an emergency
surgery on Sunday mornings at Leigh
from 11 until 11.30am.
Our facilities provide for all facets of
first opinion companion animal care,
and you will be served by a team of
highly trained and dedicated
Veterinary Surgeons and Veterinary
Nurses supported by skilled Reception
and Administrative staff.
Vetcare is also a Royal College of Veterinary Surgeons recognised
Veterinary Nurse Training Practice, supporting and mentoring
student Nurses throughout their time in the practice and beyond
qualification.
The Practice is committed to the training and further
development of all its people and this ensures we are able to
provide veterinary care using the latest knowledge, current
treatment modalities and equipment.
Each of the Veterinary Surgeons are experts in their own right and
keep abreast of general advances as well as those in their own areas
of interest.
Bolton
Mon
9 - 8.30
Tue
9 - 6.30
Wed
9 - 6.30
Thu
9—8.30
Fri
9 - 6.30
Sat
9 -12.00
Sun
closed
Hindley
9 - 8.30
9 - 6.30
9 - 6.30
9 - 6.30
9 - 6.30
9 -12.00
closed
Leigh
Sale
9 - 9.00
9 - 6.30
9 - 9.00
9 - 6.30
9 - 9.00
9 - 8.30
9 - 9.00
9 - 6.30
9 - 7.00
9 - 6.30
9 - 3.00
9 -12.00
11 –11.30*
closed
*emergencies
only
All times shown are am to pm
3
Walter James recounted some of the
history of the Practice post retirement in
1991:
“James ‘Jimmy’ Holt founded the Veterinary
Surgery in Leigh in the early 1930’s. The
surgery building then consisted of two
Walter James
rooms – a small waiting room and the
adjacent room which housed a consulting
table, an operating table and an alcove from
where the nurse/receptionist sat taking
payments, dispensing medication and
organising farmers’ visits etc. Most of the
work of the Practice centred on farm work
and horses including pit ponies. Small animal
work was also carried out and, when busy,
consultations were carried out in the same room as operations (often at the same time)!
At the end of the Second World War Frederick Gordon Greer (known as Mick) joined the Practice.
During the war he was a Captain in the Royal Army Veterinary Corps serving in the Chindits in India
(devoicing mules amongst other things).
He took over from Jimmy who later died from Tuberculosis. Jimmy had rarely kept books and only
collected payments from clients when they offered them (sometimes in the street). Mick
reorganised the Practice running it with a string of Veterinary Assistants. The pharmacy arsenal in
those days consisted of few drugs – perhaps a few bottles of calcium, several hundred weight of
sulphanilamide and some Epsom salts!
Mick took on Harold Geoffrey Holt (no relation to Jimmy) as a partner in 1963. Walter James joined
the Practice in 1965 from work in Shropshire. He came in as a partner straight away having been
known to the Practice as a student and having been a locum for the Practice in 1959 when he
qualified. Walter lived initially in a bed sit - downstairs at the front of the 81 St Helens Road house.
Geoff Holt qualified in 1960 and initially worked in Crosby and then Bury from where he brought
many clients to the Practice. This meant, at the time, that the Practice served farms over a 600 sq
mile area.
In 1965 the Practice was known as Greer, Holt and James and the work consisted of 50% farm and
equine work and 50 % small animal work.
‘Mick’ Greer died in the early 1970s and David Maddrell Joined the Practice becoming a partner in
the mid 1970’s (At that time he and his wife Julie drove a moped)!. Later in the decade Geoff Holt
died from Leukaemia and the partners, James and Maddrell, continued the business until Anthony
Buxton became a partner.
Walter James retired from the partnership in 1991 but still enjoyed continuing to work for the
practice part-time until he had a heart bypass in May 1995. Walter and his wife Anne lived on a
local farm where they enjoyed Walter’s well earned retirement. Sadly Walter died in 2008, but Ann
continues showing their collection of Morgan Horses. Tony Buxton retired from the Partnership in
1998 and David Maddrell retired from the Partnership in the summer of 2001.
4
Neil
Taylor
Neil Taylor and Chad Northcott
worked for the practice for several
years until they became partners
in 1993 and 1997 respectively.
Their shared vision embraced
many new initiatives which have
helped the practice move from the
20th to the 21st Century.
The Leigh property expanded as
the properties at Rear of 79 and 81
St Helen’s Road became part of
the Practice as operating theatre,
kennels, office, x-ray, preparation
area, library, laboratory, staff
rooms etc.
Chad
Northcott
The surgery at Bolton was initially at the lower end of Tonge Moor Road and was owned by the
National Canine Defence League (now the Dog’s Trust) before being bought by Greer in the late
1960’s. This was pulled down to allow for road widening and the Surgery was moved to 393 Tonge
Moor Road and expanded into 391 shortly afterwards.
There used to be a branch surgery at Swinton which was built into a thriving business by David
Maddrell in the early 1980’s (David having carried out by hand much of the interior design). The
Swinton surgery was sold to Tony Buxton as part of his retirement settlement.
Greer also used to own a branch in Wigan that was run by one of his assistants Ben Caldwell. This
was sold on to a Geoff Worrior soon after Walter became a partner and, for a while, this was the
Practice’s only real source of competition for much of the work in Hindley and the surrounding area.
In 1965 the Practice also had a branch in Culcheth that was set up to work for the planned
Warrington New town which was never built at the originally planned site. The old surgery building
now houses a Taxi Company.”
The Practice became 100% small animal in 1998, after the loss of many of the small dairy herds we
used to serve and with the advent of purely equine Veterinary Centres better set up to serve the
needs of their clients.
The Practice personnel are now focussing on their own specialisations within the realms of small
animal work although the Directors all have fond memories of the their Farming adventures.
Today the Practice is thriving with new Veterinary Centres opened in Hindley in 1999 and in Sale in
2002, serving, in total, a small animal client base approaching 30,000. The Hindley Surgery was
opened from new. The Sale Surgery had been an established and popular practice for many years,
personally cared for by Robert Ruberry. Chad, who lived in Sale and spent many months as a
student working with Bob, knew the Practice well and was pleased to be able to purchase the
practice as Bob retired and ensure ongoing commitment to Bob’s former clients and particularly his
patients.
We have 40 employees and the Practice is very proud of the reputation it has earned over the
years. During 1999 extensive refurbishments took place with new Theatre, kennels and imaging
room at the Leigh and Hindley Sites and revamping of the Tonge Moor Surgery. Our ongoing
commitment to investment ensures patients have access to ‘state of the art’ facilities, equipment
and techniques.
5
The Practice, in recent years, has devoted time and finance to the development of our management
and information systems, ensured improvements in communication and service to clients. We have
also concentrated on Human Resource care and development.
Throughout the last 23 years Tracy Oakes, our Practice
Manager, has worked through all of the changes described and
in recent years has implemented many of them herself.
In early 2003 Tracy became the third partner and in August
2003 Vetcare ceased being a Partnership and became a Limited
Company with Tracy, Neil and Chad as the Directors and
shareholders.
Tracy
Oakes
Since then we have looked towards the future of the Practice,
its People and above all the health and welfare of the animals
to whose care we are committed.
Our focus, as ever, is on providing current and exemplary
standards of Veterinary care with an emphasis on Preventative
medicine. Our commitment is to providing first class customer
service as well as ensuring all of our staff are equipped with everything they need to provide that
service, perform their work well and gain job enjoyment and satisfaction.
In the immediate future we are planning redevelopment of the Surgery at Sale and making a
purpose built Veterinary Centre in the Bolton area, both of which are at the planning stages.
All of our staff are highly valued people who share decades of experience. They are geared towards
fulfilling your desires relating to the Veterinary Care, health and welfare of your loved Pets.
Most of our staff have their own pets so have personal experience of the worries accompanying pet
ownership and are able to understand and relate with all of our clients, whatever the reason they
need to contact us. Compassion and understanding are essential to the relationship we share with
our customers.
If you are new to the surgery or would like to have a short conducted tour of the premises and view
our facilities please contact reception and the staff will do their utmost to accommodate you. If you
are a well established client, or have been with us previously, then welcome back.
We love to hear from you whatever feedback you wish to give us. We also like to hear your ideas
for areas in which you think we can improve. You can contact any of our staff directly through their
e-mail addresses which you will find on our website at www.vetcareltd.co.uk
6
RECEPTION
The Client-Care Managers and
Nurses are available throughout
the day for general advice and
enquiries about the Practice and its
services, booking appointments,
account queries and asking after
the progress of in-patients and day
patients.
You are more than welcome to
contact us for general advice about
your pet, especially advice about
preventive health measures that
we should all be taking with our
pets to protect them and you.
Our waiting areas stock a range of Purina Pro-Plan Veterinary diets. These are carefully selected to
ensure they are of best quality and balance for the life stages of your pet. We choose Proplan as we
believe this is the best food you can currently consider feeding your pet. Advice on appropriate
feeding regimes and diets is available from all our staff, including other diets for feeding rabbits and
small furries.
There are various accessories that you may require for your
pet including collars, toys, leads and other over the
counter medicaments for first aid, preventative health care
and grooming.
We also offer an ordering service where most diets, repeat
prescriptions or other requirements can be arranged for
next day collection.
Please feel free to drop in or call us if you have any queries
whatsoever regarding your Pet and his or her health.
7
CONSULTING ROOMS
All consultations are by appointment
only. The surgeries are open during the
week for up to 12 hours most days and
we are also open on Saturdays (and on
Sundays at Leigh).
Price lists, prescribing policy and terms of
business are displayed in all the waiting
areas at each site.
Appointments with the vets are available
for:
 Initial puppy or kitten health examinations and vaccinations, annual health checks and booster
vaccinations and non-core vaccinations such as Kennel Cough.
 Advice on preventative health care including vaccinations, worming, feeding, flea and tick
control, general health advice for your animal and breeding advice.
 Treatment and investigation of illness or disease.
 Prescribing of Prescription Only Preventative Treatments such as modern flea control products
or wormers. These latter consultations are usually given free of charge but are necessary to
ensure your pet is healthy before prescribing and to satisfy current prescribing laws. It is also
important that any control regime is tailored to your families particular set of circumstances, for
example are there children? Is it a multi-pet household? Does your cat hunt?
 Providing health certificates for export and carrying out procedures associated with Pet Travel
Scheme.
Remember: always consult the vet or one of our
trained nursing staff if you are in doubt of your
animal’s well being. Telephone calls for free advice are
always welcomed and may help put your mind at
ease. Urgent cases will always be seen whatever the
time, although we may need to fit you in between
existing appointments.
Please contact us as soon as you think your Pet has a
problem. We have arrangements to see an emergency
any time, day or night, 365 days per year in
conjunction with an overnight emergency clinic near
Walkden (Pet Medics).
Many people have concerns about anaesthetics,
behavioural problems, lumps and bumps etc. Please
come and see us about any such issues and we will be
happy to assist.
8
NURSES’ ROOMS
Once you register at Vetcare you become a
member of the practice and entitled to the
services provided by our dedicated teams
of Nurses.
All of our Nurses are qualified, registered
with the Royal College of Veterinary
Surgeons and follow a regular programme
of Continuing Professional Development.
The Nurses have their own rooms
dedicated to the running of various Pet
Clubs that complement and support our
other Veterinary services and provide
solutions for all aspects of preventative
health care for your pet.
Nurse appointments may also be arranged for suture removal, dressing changes, ear cleaning,
weight checks, nail clipping, and teeth/beak checking and burring or clipping. Following neutering
and some other procedures the Nurse will carry out the post-operative check up a few days after
the operation to ensure that recovery is exactly as it should be.
Beyond the above our Veterinary Nurses work alongside the Veterinary Surgeons in order to
provide a high standard of care for animals. They work within the surgeries and are involved in a
wide range of care and treatment including: providing skilled supportive care for sick animals,
undertaking minor surgery, dental descaling and polishing, radiography, laboratory tests, assisting
with and monitoring during anaesthesia, medical treatments and diagnostic tests under veterinary
supervision. Veterinary Nurses also play an important role in the education of you, the owners, on
good standards of animal care. Many of our Veterinary Nurses continue to take on greater
responsibility as time goes by, such as supervisory management, performance monitoring, and
teaching/training other nurses or support staff. Nurses are professionals in their own right and our
team are keen to assist you whenever they are able.
9
KENNELS
Across the Practice we have enough
hospital and kennel area to house
more than seventy patients; there are
day wards for operation patients, inpatient wards for longer term medical
cases and self-contained isolation
units for infectious cases at the Leigh
premises.
Kennels vary in size to accommodate
anything from small furries to walk in
cages for larger dogs.
All kennels are made of stainless steel
for ease of hygienic cleaning and have
gravity locks to prevent escapees!
Patients staying with us are assigned a Nurse who is responsible for the care of that patient
throughout their stay; from feeding, monitoring, cleaning out, grooming, walking and playing, to
giving treatment prescribed by the Veterinary Surgeon.
Each patient is always accompanied around the Practice by their clinical notes and treatment/
monitoring sheets and wear tags or collars for identification. Care Plans are defined for each patient
and these may be different even for patients with similar conditions; every patient is treated as an
individual.
If your pet is hospitalised for medical treatment the Vet will have explained to you the treatment
we are carrying out, any tests we will be doing and what type of care your pet will be receiving. The
Vet will also have given you an estimate of anticipated fees. The Nurse or Vet looking after your Pet
will contact you at least twice daily by telephone to report on progress, expected discharge time
and costs to date. We will never carry out any work without discussing it with you first.
If appropriate we do allow visitors but deter visiting if we believe your pet will become anxious once
you have left the surgery again.
10
PREPARATION AND EXAMINATION AREAS
The Preparation areas are larger rooms completely
separate from the operating areas.
This is where in-patients are examined or treated and
theatre patients have pre-anaesthetic checks, are
anaesthetised and prepared for surgery. It is also where
minor procedures are carried out such as performing
dental de-scaling and polishing.
During a consultation we may bring your pet here to
examine him or her more closely and take blood
samples etc.
In these photographs you will notice
various pipes leading to equipment
mounted on the walls.
These are to do with anaesthesia.
Patients requiring to be anaesthetised are usually given a pre-medicant or sedative and then
anaesthesia is induced with an intravenous induction agent given through a catheter in the foreleg.
Once safely asleep we maintain the anaesthesia with a mixture of oxygen and anaesthetic gases
including sevoflurane and nitrous oxide given via an endotracheal tube (inserted in the windpipe).
Anaesthetic points are supplying these
gases, taking away waste and are
present all around the practice.
A huge part of surgical veterinary work
is the provision of adequate pain relief
and you can be certain that we pride
ourselves on the provision of this.
For any surgical procedure we start
pain management prior to anaesthesia
and ensure it is continued throughout
the day and for several days after the
operation. Pain management is very
important for welfare but also to be
sure we give our patients as pleasant
an experience at Vetcare as possible.
11
THEATRE
All of our sites have theatres fully
equipped to deal with emergency
and routine surgical procedures,
from small wounds to advanced
soft tissue and orthopaedic work.
We invest heavily to maintain
sophisticated and up to date
equipment, much of which is on a
par with that of modern human
hospitals. We also invest in staff
training to ensure high levels of
competence in surgical work and
anaesthesia.
Some of the theatres are more
specialised to allow us to deal with
more advanced procedures such as
complicated fracture repairs, tissue biopsies, tumour removal and spinal or intra-thoracic surgery.
On a typical day we may have anything up to 20 surgical procedures to perform and this is achieved
via a tremendous amount of team work.
At the Leigh Surgery, for example,
we may have two Veterinary
Surgeons operating supported by 3
or 4 theatre nurses who will be
busy preparing patients for surgery,
monitoring anaesthesia, cleaning
and sterilising instruments, running
blood tests and preparing
laboratory samples for analysis,
assisting the Veterinary Surgeon to
gown and glove, passing
instruments and suture material,
cleaning the surgical site pre– and
post-operatively, observing patients
in recovery and communicating
with owners, to list just a few of
their duties.
If your pet requires any form of
surgical treatment then be assured that all procedures will be fully explained to you before any
commitment is made on your part. We will involve you in all aspects of the decision making process.
There are often a variety of options for investigations and treatments that can be explored and we
are very aware that costs can figure quite highly in any decision making process. At the end of the
day we will only recommend work that we are certain is going to be in your pet’s best interests.
Professionalism always wins out. We have all sworn an oath, “….I promise above all that I will
pursue the work of my profession with uprightness of conduct, and that my constant endeavour
will be to ensure the welfare of animals committed to my care.”
12
DIAGNOSTIC IMAGING
All of our surgeries are fully equipped
Veterinary Centres in their own right and
have their own X-ray facilities and
automatic or digital film processors.
As well as diagnostic radiology we also carry out BVA Hip and Elbow radiography for the BVA and
Kennel Club schemes.
Veterinary Surgeons may liaise with each
other over cases—either for another opinion
before making a decision or because one
veterinary surgeon may have a special
interest in a subject and be able to offer
additional advice.
We have a video-endoscope which enables us
to view the airways, oesophagus, stomach,
duodenum and colon and take samples or
biopsies from the same areas in a relatively
non-invasive manner.
Many dogs ingest foreign bodies and we are
now able to remove many of these from the
stomach without the need for surgery.
13
We also have an advanced range of ultrasound equipment which
allows us to examine most body systems in the conscious dog
and take biopsies or make diagnoses without the need for
surgical exploration.
The Ultrasound machine on the left (which is housed at the main
surgery at Leigh) allows us to examine organs such as the heart,
liver, adrenals, kidneys, eyeballs, uterus, prostate gland,
intestines and pancreas etc. We can view architecture of these
organs that is not visible with radiography. We can also take
ultrasound guided biopsies.
It also has a ‘doppler’ facility to allow us to measure and monitor
blood flow through different organs, for example faulty heart
valves.
The scan on the right shows a renal cyst
in a canine kidney.
We can arrange access to Magnetic Resonance
Imaging (MRI), Computerised Tomography (CT
Scan), Nuclear Scintigraphy and other imaging
techniques should such modalities be required
for the care of your pet.
Of course having digital systems means we can
attach images to the patients record card and
e-mail images should we need to seek a
specialist opinion or are considering referral.
14
LABORATORY
Each of the four surgeries
has their own laboratory
facilities which enables us to
perform a range of tests.
Thus, we are able to have
results for many tests the
same day, sometimes within
minutes. We often need
results of some tests quickly,
for example if we are about
to perform a surgical
procedure and having our
own laboratories is clearly
useful.
Some available tests include:








General Haematological and Biochemistry Profiles to assess health
Pre-operative / Pre-anaesthetic profiles
Feline Viral Tests—FeLV/FIV/FIP
Urine analysis to assess kidney and bladder health and to check for crystals and stones
Reproduction and fertility support
Thyroid and adrenal gland function tests
Microscopic examinations for external and internal parasites
Simple cytology tests
More complicated assays or analyses are carried our by external laboratories including IDEXX
Laboratories and Cytopath. We are then able to discuss your pet’s case with qualified pathologists
or microbiologists in the light of whatever results we receive.
Tests carried out externally include histology on tissue samples, bacteriology and antibiotic
sensitivity tests from swabs, cytology on fluids sampled from tumours or body cavities, advanced
serological tests or tests to assay for hormones to help diagnose various glandular conditions.
We are also able to arrange rabies serology for the Pet Travel Scheme.
15
LIBRARY
We have a library containing a full range of
modern textbooks and current periodicals.
The library is maintained and kept up to
date and is used regularly by Veterinary
Surgeons who may be reading about a
case or preparing for less common surgical
procedures / treatments.
Student Nurses will be found learning or
revising for examinations and all staff may
use the library for reference.
There is a computer terminal available when required and Internet access is available here and from
all computers in the Practice. We also have access to dedicated Veterinary Professional web sites if
we need to research more about a more obscure case.
OFFICE
Office hours are 9am to 5pm Monday to Friday.
The Office is where much of the administrative work of the Practice is undertaken including
accounting, Payroll, Debt Collection, Human Resource Management, Marketing, Business Planning,
etc.
Most account queries can usually be handled by the Reception staff but general accounting matters,
financial management and budget control is carried out by the Office Team. The Practice Manager,
Practice Administrator and Office Manager form a magnificent team who contribute tremendously
to the smooth running of the Practice.
16
Whether you have just purchased your first puppy
or kitten or whether you are a veteran pet owner,
preventive health measures should be at the top of
your list of how to care for your loved pet.
Many of the measures you should take to care for
your animal not only prevent disease or problems
in them but are also protective over your family
and the community in general, as many parasites
or diseases can be spread from animals to humans.
Responsible pet ownership can help prevent this.
VACCINATIONS
To dogs, cats and rabbits, a sense of smell is a form
of communication that’s as important as language
is to us. When they sniff and lick other cats / dogs,
humans or anything they encounter, this inquisitive
behaviour puts them at risk of contracting disease.
Some viral infections can also be air-borne so even cats kept indoors are at risk. It is therefore
important that they are protected and vaccinations exist to protect your loved pet from all the
commonest and most unpleasant diseases.
Vaccinating your pet also helps protect other people’s pets—epidemics become infrequent and,
where animals aren’t vaccinated, infections will only occur in isolated pockets.
Vaccinations stimulate your pet’s immune system to make antibodies protecting it from certain
diseases. All pets should receive our Core vaccines while we have a selection of non-Core vaccines
for use in certain cases.
17
For dogs Core vaccines protect against:
Parvovirus
Leptospirosis
Infectious Canine Hepatitis Virus
Parainfluenza Virus
Distemper Virus
For Cats Core vaccines protect against:
Feline Leukaemia Virus
Feline Panleucopaenia (Parvovirus)
Feline Influenza (Herpes and calicivirus)
For Rabbits
Myxoma virus (myxomatosis)
Viral Haemorrhagic Disease (VHD)
Non-Core vaccines include the canine and feline kennel cough vaccines which protect against
Bordetella Bronchiseptica. It is good practice to have a kennel cough vaccination (this is given
intranasally) two weeks before your pet goes into a kennels or cattery and many now insist on
seeing proof that this has been carried out. Rabies vaccinations are usually essential if you are
thinking of applying for a Pet Passport to enable you to take your pet overseas.
There has been much debate in the popular press about vaccinations. The Veterinary surgeon will
be happy to discuss the pros and cons of vaccinations with you and there is a leaflet available from
reception about vaccinations.
Our opinion is that:
1
There is a need to vaccinate because there are no specific cures for the above, often fatal,
diseases and these diseases are still present in the dog, cat and rabbit populations.
2
Protection following vaccination doesn’t last for life and in many cases it only lasts for a year
(duration of immunity varies tremendously for each disease). Boosting of your pet’s immunity
is vital to maintain solid protection.
3
Pets should be vaccinated annually (although we may only give a full vaccine to dogs every 3
years and a partial vaccine in between and some rabbit vaccines every 6 months).
18
4
Vaccination programmes have been designed using a worst case scenario—some respond
vigorously to vaccination and some only weakly.
5
Many people are concerned about potential side effects. Currently over seven million dogs
and cat vaccines are administered each year in the UK and vaccine safety is closely monitored
by the Veterinary Medicines Directorate. Some individuals may be slightly off colour after
vaccination (this is as a result of stimulation of the immune system), some may have
sensitivity reactions (these are rare, easily treated and have no short, medium or long term
effects). There have been rumours and suggestions that vaccines may be implicated in
epilepsy, joint disease and skin conditions—there is no validated scientific evidence to
suggest any link between vaccines and these conditions.
So, on balance it is best to ensure your pet is fully vaccinated and has annual boosters. Once he or
she has had a vaccination with us we will send him or her a reminder when the booster vaccination
is due and a further reminder should you forget. Remember, you will not just be bringing your pet
for a booster; they will actually receive a full health examination as well; a bit like going to a well—
person’s clinic at the Doctors.
Pups can be vaccinated as early as 6 weeks with boosters at 8 and 10 weeks.
Cats need two injections 21 to 28 days apart from 9 weeks of age. We like to blood–test some
cases first to ensure they are not already carrying Feline Leukaemia Virus.
Rabbits have two vaccinations at least 2 weeks apart. We usually vaccinate rabbits annually but
those at risk may have Myxomatosis vaccinations every 6 months.
19
WORMING
Cats and Dogs can become infected with both round and tape worms which live in the intestine.
They can be caught from the environment or through eating other animals/raw meat. They can be
passed on by fleas and pups or kittens get them from their mother in their milk. Most of us give
little thought to worms unless we see them - the rule however is prevention is best.
Everyone knows that cats and dogs should be wormed regularly, if for no other reason than, "The
vet said so". But it's easy to become complacent. After all, worms found in the UK rarely cause
visible illness in pets and if your pet looks healthy, why spend hard-earned money on something as
mundane as a wormer?
The reason is simple. Worms carried by cats and dogs pose a health risk, not just to your pet and
your family, but to other people and animals.
There are many methods of giving your pet wormers including granules in food, tablets, oral liquids
or spot-on formulations. Some of the latter protect against a range of parasites in a single dose
including worms, fleas, mites, lice and ticks!
All pets should be wormed regularly throughout their lives. In general we say that your cat or dog
should be wormed every 3 months, but a hunting cat may need worming monthly and a house cat
only annually, if there is no risk from fleas and it always eats processed food.
We have various products that we recommend for treating worms but the main product we
recommend is Milbemax. A full list of the worms it protects against is shown below.
No other wormer offers protection against the effects of such a broad range of parasitic worms. In
addition Milbemax offers protection against the effects of parasitic worms that pose the greatest
risk to pets travelling abroad.
All this protection is contained within a tablet that is a fraction of the size of many of the alternative
worming products available today and they are also palatable.
Dosing rates are also aimed at convenience, with most cats and dogs needing just one tablet.
Dogs
Roundworm: Toxocara canis
Roundworm: Toxascaris leonina
Tapeworm: Dipylidium caninum
Tapeworm: Taenia spp.
Tapeworm: Echinococcus multilocularis
Tapeworm: Echinococcus granulosus
Whipworm: Trichuris vulpis
Hookworm: Ancylostoma caninum
Heartworm: Dirofilaria immitis
Cats
Roundworm: Toxocara cati
Tapeworm: Dipylidium caninum
Tapeworm: Taenia spp.
Tapeworm: Echinococcus multilocularis
Hookworm: Ancylostoma tubaeforme
20
FLEA CONTROL
Fleas are ‘clever’ little insects which live on cats and dogs and may
enjoy a meal from humans too. Some animals are allergic to flea saliva
and can become very itchy and pull out hair and give themselves sore
skin (Flea allergic dermatitis).
Fleas can also carry the larval stages of certain tapeworms (dypilidium)
and can carry other diseases (e.g. the agent of cat scratch disease in humans). They eat blood and
heavy burdens can cause severe anaemia in puppies and kittens. They breed prolifically; a female
flea can lay 50 eggs per day and their offspring develop all over your house but especially where
your pet sleeps.
Various products are available to protect against fleas including
aerosols, non-aerosol sprays, tablets and very safe, 6 monthly injections
called ‘Program’ for cats. ‘Prac-Tic’ is the most recent ‘Spot-on’ for dogs
and the latest ‘spot-on’ for cats is ‘Effipro’, which is far more effective
than any of its predecessors; it uses a more advanced carrier and is
guaranteed to keep your cat flea free for much longer periods of time. A
pack of 4 can last for 12 months and works out much cheaper per day
than other similar products.
Many of the flea treatments available from pet shops and supermarkets,
especially powders and collars, are often not effective and can be dangerous, for example to cats
and humans (especially babies and small children).
Program tablets are available for cats and dogs and a 6 monthly injection of Program is available for
cats. Program helps control fleas in the environment—the main source of infection.
Prac-Tic is a product for use in dogs. It kills 100% of fleas within 24 hours and 100% of ticks within
48 hours. One pipette gives 4 weeks of cover!
Stronghold is another spot on product which also treats against roundworms and certain skin mites
and ear mites. This can be used in cats and dogs.
Capstar is a tablet which we may give to an infested dog or cat to immediately kill all the fleas
currently on the animal.
Indorex is an aerosol which is used to control environmental fleas very effectively. Skoosh is a
similar, but environmentally friendly product that is safe to use around children, small pets and fish.
Many of the older products are not as efficient as they used to be
(resistance) and so we are starting to stock more of the newer and
more effective products.
Which product is best for your pet(s) in your personal circumstances is
a matter of personal choice but also dependant on how many pets you
have—at home or in the local community - and on whether you are
currently experiencing a flea problem.
The Veterinary Surgeon, Nurse or reception staff will be able to advise you as to the best products
to use, taking all these factors into account.
Guidance and Information Leaflets are available from reception on a range of preventive health
and other subjects including Vaccination, Worming, Fleas, Spaying and Castration, Dental Hygiene,
age related conditions (arthritis and senility etc), Pet Insurance, the Pet Travel Scheme and Pet
Passports, Nurse Clubs and Pet Nutrition and Diet.
21
NEUTERING
One of the greatest factors in increasing the longevity of Pets during the last 50 years has been
neutering. Intact Tom cats wander far and wide, crossing busy roads and fighting with other cats
picking up infections such as FIV and FeLV on the way. Older, unspayed bitches, are prone to
mammary cancer and uterus infections (pyometra).
The picture below shows a bitch with pyometra. The uterus is many times its usual size and is full of
pus.
Apart from the difficulties in
dealing with unwanted
pregnancies and seasons there
are hundreds of stray and
unwanted offspring in the
country which put strain on
welfare organisations and
many of these animals have to
be put to sleep.
Unless you want to breed from
your pet we offer spaying and
castrating of all cats from 6
months of age and castration
or spaying of all dogs or
bitches from 6 months of age.
It is probably best that you
discuss with the Veterinary
Surgeon or Nurse the best age
for neutering and also whether the procedure is a necessity for your pet. There are advantages that
are associated with early neutering but also potential disadvantages. Every case is individual and we
will be happy to discuss options with you.
There are many reasons for advising neutering including prevention of:
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Unwanted litters
Pyometra and ovarian problems in bitches and queens
Mammary cancer
Prostate enlargement or cancer in dogs
Roaming
Antisocial territorial or fear behaviour – spraying and marking
Bleeding during seasons
False pregnancies
Antisocial mating behaviour
The Dogs Trust and Cats Protection will help with funding neutering if you claim certain benefits ask at reception.
22
DIET AND NUTRITION
There are a fantastic range of
foods available for your dog,
cat or pet from canned to dry
in a wide variety of flavours,
textures and shapes of
kibble.
It is imperative to select an
appropriate diet for the age,
phase of growth and lifestyle
of your new family member.
It is also important that any
diet fed is well balanced—it
is very difficult to bring up a
pet healthily on human food.
Cats are carnivores and can
only survive on meat diets. It
is essential that growing cats
and dogs receive the correct diet to help prevent a variety of developmental abnormalities that may
otherwise arise.
We recommend Purina Proplan as the diet of
choice for healthy puppies, kittens, dogs and
cats. There are many
reasons why this diet is
superlative to all other
diets that you may
come across. It is made
with human quality
fresh meat. Please
speak to our Vets or
Nurses to discover why
it is one of the
healthiest and best
diets that are available
for your pet.
Rabbits, Guinea Pigs and other small ‘furries’
have very specific dietary requirements and
very specific ‘no-no’s’ that shouldn’t be fed
under any circumstances. Some of our
Veterinary Nurses are trained specifically to
offer advice on diets for small mammals,
reptiles and birds and it makes sense to get
correct guidance before making mistakes that
could have severe consequences.
23
Our qualified Nurses have their own
rooms dedicated to the running of
Pet Health Clinics and clubs that
provide advice and various services
that complement and support our
other Veterinary services and offer
information on all aspects of health
care for your pet.
With few exceptions the services provided are FREE !
Nurse appointments are available most afternoons, some evenings and
occasionally at weekends. Please call and speak to our reception staff for
more information.
Our Nurses have qualifications and experience in their own right and may
often be better versed than the Veterinary Surgeons in some areas of
healthcare.
Your pet will often be made an appointment specifically to see a Veterinary
Nurse rather than the Veterinary Surgeon, for example for:
Post operative examinations
Suture removal
Dressing Changes
Clipping nails
Emptying anal glands
Discussing prescription diets
Weight checks
Dental Checks
General Husbandry advice
Behavioural advice
In an emergency you may be rushed in to see the Nurse who can assess the
situation and offer first aid until one of the Veterinary Surgeons is
available.
24
Please feel free to call in or telephone
to make an appointment at one of the
several clubs the Nursing Staff run.
Once you have joined a Club with
your pet you receive a 6 month
membership card and discounts off
our range of life stage diets and all
preventive health products (with the exception of vaccines).
The Clubs, as well as being informative, may be particularly helpful for those
with children who could benefit from educating on the best way to look
after their pets.
At most of the Clubs you will receive a booklet (similar to this one) detailing
the various points that have been discussed as well as other ‘freebies’ that
the Nurse may have available.
There is so much to learn when a new puppy or
kitten becomes a member of your family. Our
experienced Nurses will help you understand and
plan the many aspects of your new pet’s well being
including :
Dietary Requirements
Vaccinations
Worming and Flea control
Pet Insurance
Identity Chips
Neutering (Spaying and Castration)
Basic Dental Hygiene
Socialisation, Toilet Training and basic
Environmental conditioning
Early training to prevent later behavioural
problems
Shampooing, bathing and grooming
25
One of the commonest causes of
death of animals in the wild is
dental disease. Dental care is as
important for your pet as it is for
you.
Periodontal disease affects 85% of
all dogs and cats over the age of 4
and can lead to pain, bad breath
and tooth loss. Chronic oral
infection can spread bacteria to
other parts of the body including
the lungs, heart, liver and kidneys.
Fortunately most periodontal disease is preventable through a program of
oral hygiene and regular professional care. Routine dental care should be a
part of every pet’s preventative medicine program.
Plaque can start to build up on young kitten or puppies teeth immediately
so the Nurses will explain how you can start to prevent dental disease
progressing. Brushing your pets teeth using Veterinary Dental paste can
stop tartar forming on teeth—it is easier to train puppies and kittens to
accept this from an early age. Some pets won’t let you brush their teeth, in
which case dental hygiene gels are available containing enzymes that prevent
plaque forming and remove plaque from the teeth.
With more severe cases the
Nurse may refer you for a FREE
initial consultation with the Vet
to decide if dental descaling
and polishing, under a general
anaesthetic, is necessary.
Once this has been carried out
the DENTAL CLUB staff will
show you how to help prevent
dental disease recurring.
26
When your pet is about 6 months old we will send you a reminder to come
for a free health examination with the Vet.
At this age many things are changing in a similar way to humans going
through puberty. We would like to check that no developmental disorders
have arisen, examine the teeth and coat which are often changing at this
time, ensure that both testicles have descended in males etc. This is an
ideal time to visit the Junior Club.
Now your pet is going outside it is important to keep up to date with worm
and flea prevention programs. Dietary requirements are changing and the
nurses will discuss changing from puppy or kitten diets to junior diets and
eventually weaning on to adult cat or dog food.
This is also a time when most people are considering whether or not to have
their pets neutered. The Pet Health Counsellors can discuss castration and
spaying with you in greater depth and advise you on the benefits and risks
involved.
Any training or behavioural problems can also be addressed.
Obesity can be a contributing factor
in many clinical problems in pets, not
least joint and other problems that
may hinder exercise that then makes
the weight problem worse. Other
problems can also be caused or
aggravated by weight problems
including diabetes mellitus, hormonal
abnormalities, heart disease etc.
Many owners may have tried to diet their pet without success. Our trained
Pet Health Counsellors have a professional and clinical approach to weight
loss management giving quick results to the benefit of all concerned.
27
(For Older Pets)
All being well, your pet should live a
long and happy life. But as age
creeps on various health problems
can arise. Some problems may be
very obvious but others may be less
apparent because they develop
slowly enough to allow your pet to
adapt to them but they can
eventually be quite serious. Most of
these problems are treatable if we
identify them early enough.
The Club 8 Plus offers a free examination and advice on caring for your
pet in their later years. It also includes blood pressure checks and ECG
examination where appropriate. We also offer a discounted, routine blood
test (health screen) if all does not seem well. The results of these tests are
interpreted by the Veterinary Surgeon so that appropriate advice can be
given.
Over the past decade the life expectancy of cats and dogs has been
increasing because we have greater understanding of their nutritional
needs. Medicine and medical care have advanced and preventive health
care programs allow us to detect problems at an early stage and so start
treatment sooner.
A session will last approximately one hour. We ask you bring a sample of your
pets urine with you – we only need a few drops—ask for a pot at reception.
The Nurses will supply documents explaining everything they have discussed
with you as well as a free goody bag and some special offer vouchers!
If they identify any problems that are not obvious at the onset of our clinic,
they will arrange for you to have a consultation with the vet, free of
charge, to discuss the problems identified, who can then arrange
appropriate treatment (the latter you will have to pay for).
If you know that your pet already has a problem we urge you to book an
appointment to see the Vet as soon as possible rather than the Nurse
because the Nurses are not allowed to offer diagnoses and prescribe
treatment.
28
Rabbits, Guinea Pigs, Hamsters, Mice, Rats,
Chinchillas and many other small furries
make ideal first pets for children and give
them responsibility for caring for these cute
pets.
The Nurses run a free club especially for
such pets. Most problems in these creatures
arise as a consequence of inappropriate
nutrition and environment.
Children particularly will enjoy the time
with the Nurses at these clubs and will
learn about appropriate diet, handling,
housing, bedding, parasite control,
vaccination, breeding, neutering, nail and
teeth clipping etc.
The Nurses will provide you with a
comprehensive set of notes regarding
the care of your particular pet and will
advise you on what signs of impending
problems to look out for—Small
mammals can succumb to illness and
deteriorate very rapidly without
Veterinary Intervention.
Some of our Nurses offer free advice to animals
with behavioural problems including inappropriate
urination and defecation, fear problems, destructive
problems etc. Often these will be arranged by referral from one of our
Veterinary Surgeons who will first ascertain that no medical reason exists
for the problem.
More complicated behavioural cases
(such as aggression problems) may be
referred to a behavioural specialist
who may do a house visit to carry
out a consultation.
29
The Nurses also offer a Pregnancy
Club giving support to owners
considering breeding.
The Club covers all aspects from
successful and safe conception,
pregnancy, the birth, bringing up the
young and encourages appropriate
preventative health measures,
feeding and other aspects of
husbandry.
Micro-chipping is now acknowledged to be the
most acceptable form of permanent identification
available for companion animals. It is permanent,
tamperproof, reliable and painless. The UK
Government chose micro chipping as the means of
permanent identification under the PET TRAVEL
SCHEME.
Each pet requires a single BackHome microchip.
The process is completely safe and causes no more
discomfort than other injections. Pets of all sizes
from small birds, exotics and fish to large dogs
and horses can be chipped. In the case of dogs
and cats the preferred location is the scruff of
the neck.
BackHome is inexpensive and the one-off payment includes lifetime
registration on the national database as well as all documentation.
It is a security measure which literally lasts for life.
BackHome micro chipping represents excellent value for money and peace
of mind.
The Nurses will give you further information and can carry out this simple
procedure at one of their Clinics or Clubs at a discounted rate.
30
It is surprising how much it costs to keep a dog or cat over its lifetime. Vets
fees can also come as a bit of a shock when your pet has an accident or
develops health problems, especially if you can’t afford the treatment. Many
pet-insurance companies exist which offer cover for loss, vets fees, 3rd
party liability etc. Some are more reputable than others, for example some
offer whole of life cover but some will only settle claims relating to a
condition during the Insurance year the condition developed.
The Financial Services Authority (FSA) is an independent body that
regulates the financial services industry in the UK. On 14th January 2005,
the FSA introduced new regulations that govern the way insurance is
recommended and sold. This affected what we can and can’t do in relation
to pet insurance.
This practice has become an Appointed Representative of Pet Plan Ltd
which means that our staff have been trained and assessed to make sure we
meet the FSA’s standards. We can therefore continue to promote, advise
and recommend the appropriate Petplan policy to suit your needs and help
represent you during the claims process, if required. This also means that
we can complete all sections of the claim form and assist with claim queries
including negotiating claim settlements with Petplan on your behalf.
If you have a policy with another provider, we will still treat your pet and
you can claim any costs covered by your insurance from your pet insurance
provider. We are limited by law, to only being able to complete the
veterinary section of your claim form and are unable to assist with any claim
queries.
Under the new regulations, we cannot advise you on queries or questions
relating to insurance providers other that of Pet Plan Ltd. If you have any
specific query or question relating to your policy with another insurance
provider, you will need to contact them directly.
As soon as we have examined your new
puppy or kitten and ascertained that he or
she is healthy we will be able to give you 4
weeks Free Insurance with Petplan. The
piece of mind that good Insurance
provides cannot be overemphasized.
31
The Pet Travel Scheme (PETS) is the system that allows pet animals from
certain countries to enter the UK without quarantine as long as they meet
the rules. It also means that people in the UK can take their pets to other
European Union (EU) countries, and return with them to the UK. They can
also, having taken their pets to certain non-EU countries, bring them back
to the UK without the need for quarantine.
A comprehensive guide to the Pet Travel Scheme is available from
reception areas and telephone advice can be obtained from Mrs Janet
Patrick at the Pennington Veterinary Centre.
A pet cat or dog, including guide and hearing dogs, has to meet certain
conditions to be able to enter or re-enter the UK without quarantine. It
will have to be:
1.
2.
3.
4.
5.
identified with a microchip
vaccinated against rabies (but not before it is 3 months old)
blood tested at an EU-approved laboratory and get a satisfactory
result
issued with an EU pet passport or, in a non-EU listed country, a
official third country veterinary certificate.
treated against ticks and tapeworms.
For dogs and cats entering or re-entering the UK these steps must be
carried out in the order shown. A dog or cat may not enter or re-enter the
UK under the scheme until 6 calendar months have passed from the date
that the blood sample, which gave a satisfactory test result, was taken. The
rules are to protect human and animal health and to reduce the risk of
importing rabies and other diseases into the UK.
Animals not meeting all the rules must be
licensed into quarantine. There are no
requirements for dogs and cats travelling
directly between the UK and the Republic of
Ireland.
A dog or cat can be issued with a passport after
being fitted with a microchip and vaccinated
against rabies. This will allow the pet to enter
most other EU countries.
32
However to enter Malta, and the Republic of Ireland other than direct
from the UK, and to enter or re-enter the UK, it must have a blood test.
This can be done before the animal leaves the UK or while it is in another
qualifying country.
To enter Sweden a pet must also be treated for tapeworms using a product
containing praziquantel no more than 10 days before entering that country.
To enter a non-EU listed country, pets may need an export health
certificate or an import permit. Some of these countries may require an
animal to have been vaccinated against rabies within a specified period
before it arrives so you might need to revaccinate some pets against rabies
before the booster is due.
Pet owners should obtain more advice on taking their pet from the UK to
other countries from their local Animal Health Division Office.
Health and welfare of pets
We advise you to consult us about your pet’s fitness to travel abroad and to
ask about any preventative treatment against the risk of infection (e.g. for
heartworm) depending on where it is going.
You are also recommended to consider Your pet’s welfare needs when
travelling abroad and whether it will benefit from travelling with You.
33
To complete the clinical section of this
manual we have a range of complementary
treatments that are available for certain
conditions. These include:
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Acupuncture
Homeopathy
Physiotherapy
Herbal remedies
Nutritional supplements
Access to Hydrotherapy facilities
We generally try to offer an holistic approach to the management of your pet’s health. "Holistic" is
largely an approach to treatment, which may encompass conventional, as well as alternative
modalities, and holistic treatments may use many modalities in the treatment of your pet.
Various regimes are available either as an adjunct to conventional medicine or as sole treatment if
that is the customer’s request. Careful consideration is given before alternative treatments are
offered but in most cases the individual Veterinary Surgeon’s judgement is trusted.
Hydrotherapy is an increasingly popular treatment after orthopaedic problems, to assist with
weight management or just for fun (see below).
Please ask if there are particular modalities or alternative treatments that you are interested in.
34
Euthanasia, Death and Bereavement
Unfortunately our pets do not live as long as we do. In fact, compared with us they live
relatively short lives and although we realise this, nevertheless when the time comes to say
goodbye, all of us who value pets experience feelings and emotions that sometimes embarrass us,
and often confuse us but which in fact follow a well recognised cycle. Then there will be mourning
as a consequence of your loss. The stages of mourning and grieving are universal. They are
experienced by everyone to a greater or lesser extent following the loss of a loved one be it a
person or a pet.
There are normally considered to be given stages of grieving but they do not necessarily follow on,
one from another, nor can the length of each stage be accurately predicted in any individual case.
1. Shock
On first hearing the news of the death of a much loved companion the reaction is one of shock. You
cannot believe it and initially deny the reality of the situation. Remember that shock followed by
the stages of denial and isolation helps to carry us through the first wave of pain.
2. Anger
This commonly follows our initial shock reaction. The anger can be directed at yourself - you did not
do enough, your veterinary surgeon did not do enough, or sometimes the anger is directed at the
animal who is the subject of your grief. When the anger gets directed inwardly towards yourself,
you are likely to feel the pain of guilt. Remember that these feelings are quite normal and are part
of the grieving cycle.
3. Bargaining
In order to overcome your feelings of helplessness, it is not uncommon to try and strike real or
imaginary deals in order to change the circumstances. "If only we had sought medical attention
sooner", "if only we had asked for a second opinion", "perhaps we should have changed our pet's
diet", etc. These again are all normal emotions under the circumstances but do not be afraid to
discuss them.
4. Depression
This is a very common and often a protracted part of the grieving process.
5. Acceptance
This is the recovery stage. We can talk more freely about the loss of our pet and furthermore we
realise that we are benefiting by communicating.
Should I seek help?
From the foregoing it will be obvious that your mixed and confused feelings are really quite normal.
Do not be ashamed of them. It is always important to talk when you have suffered a bereavement.
It will help you come to terms with your feelings and accept your loss more quickly. We have fully
trained bereavement counsellors who can help you will all aspects of pet bereavement. Please
contact us if you think we can help; we would love to be given the opportunity. Initially you may
want to contact us to find out more about euthanasia or death and the options that follow it.
35
TERMS OF BUSINESS
Our Terms of Business are strictly Payment at the time of treatment as detailed below and we
accept Cash, Credit or Debit Cards and Cheques.
If your pet is admitted for surgery the Vet will produce a comprehensive estimate for you and
discuss any further costs that may arise following this before proceeding.
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Fees are due and payable at the time of each consultation.
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The fees for surgical and hospitalised cases are payable in full on the day of discharge. Where
a hospitalised patient has an account balance in excess of £150 we will ask for payments on
account to bring the balance below this level.
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Payments can be made by cash, credit card, debit card and cheque.
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In the case of certain procedures and for clients with little payment history or previous debts
owed to the practice, payment may be requested in advance of treatment.
COMPUTERISATION
Vetcare is computerised and comprehensive case records are maintained on all our patients. The
various sites communicate via dedicated Broadband connections so we can access your records
from whichever surgery you choose to visit us.
As well as clinical records and accounting information we can also store photographed images of
your pet or any conditions they acquire, laboratory reports, X-ray images, ultrasound videos, ECGs
etc. We can also produce vaccination or other health-care reminders to inform you by post when
check-ups or treatment is due.
Appointment scheduling is also controlled by the computer as well as stock management and
word-processing / data-management facilities.
The computer system comes with software that is continually upgraded to take advantage of recent
developments. We have systems for ordering food and other items on-line thereby guaranteeing,
wherever possible, next-day delivery.
With more complicated cases we sometimes arrange referral to a specialist and it is easy to send
your pet’s laboratory results and images of ultrasound scans, x-rays and so on, to referral centres, in
advance of your appointment.
36
PRESCRIPTIONS AND DISPENSING
Consultation and other fees (including commonly prescribed medications) are displayed in our
waiting areas. Our current policy on prescribing is also displayed. Most people buy prescribed
medication from our surgery but you have the right to ask for a prescription instead—there is a fee
for the Veterinary Surgeons time and knowledge used in prescribing. There is an additional fee for
providing a written prescription. Please ask at reception for clarification. A summary of our
prescribing policy is as follows:
You may obtain Prescription Only Medicines, Category V, (POM-Vs) from our practice OR ask for a
prescription and obtain these medicines from another veterinary surgeon or a pharmacy.
We can only prescribe POM-Vs for animals under our care.
A prescription may not be appropriate if your animal is an in-patient or immediate treatment is
necessary.
You will be informed, on request, of the price of any medicine that may be dispensed for your
animal.
The general policy of this practice is to re-assess an animal requiring repeat prescriptions every 3 to
12 months, but this may vary with individual circumstances. The standard charge for a
re-examination equates to our usual repeat consultation fee.
The current prices for the ten POM-Vs most commonly prescribed or supplied by us during a typical
3 month period is displayed in the waiting areas or can be downloaded from our website.
Further information on the prices of medicines is available on request.
37
STAFF TRAINING AND DEVELOPMENT
All of our people, from Directors downwards, have Job Descriptions which include the performance
requirements each individual is required to attain.
These form the basis for identifying Training and Development needs in conjunction with needs that
arise from our Business Plans, needs identified or requested at formal Performance Development
Reviews and needs identified during on-going Performance Management.
Implementation of the Training and Development Policy and Plans ensures the Practice, our People
and our Clients and Patients receive the benefits. These are multiple but aim to give:
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Improved customer service
Improved staff morale and motivation
Improved team spirit
Receptiveness to technology and change
Improved competence, ability and flexibility
A distinct competitive edge
Health and Safety procedures applied correctly
Improved efficiency
Improved quality and range of skills, etc.
Training is carefully planned and arranged in line with fiscal and time constraints. The Directors and
Managers are totally committed to supporting our peoples’ development and in turn they are
expected and encouraged to improve their own and other peoples performance.
The effects of training are evaluated both from the perspective of the people who have undergone
training as well as perceived improvements in individual and Practice performance as a whole.
In 2000 we achieved the prestigious Investor In People award as a direct consequence of our
commitment to people development and our 1st IIP review took place in May 2003.
We had further reviews in 2006 and 2009 and continue to develop our management practices and
service provision partly based on the advice and recommendations given by the assessor during the
review process.
38
PRACTICE MANAGEMENT
The competent running and management of a
Practice of our size, with the range of services we
offer is a colossal task. To enable us to carry this
out to the best of our ability we have developed a
management team comprising the Directors, one
of whom is the Practice Manager (right), Nurse
Managers and other key members of staff.
Our team comprises enthusiastic people who know
our customers and personnel and have skills to
unlock the potential in people. We empower our
staff such that products and services are delivered
so as to generally exceed customer expectations.
We continually introduce new/differentiated products and services to meet customer demand and
maintain our position as a winner in our field.
To enable our continuing success we have used a range of tools to improve our management
systems.
In conjunction with continued commitment, we develop business plans that are communicated to
all our staff.
The Directors are committed to developing all our employees to achieve our business objectives. To
achieve this a pyramid communication structure has been set up within the Practice, senior staff are
empowered then to communicate aims to all the other staff members including all those goals and
targets laid in the plan. This also identifies training and development needs, and resources that will
be used to meet them.
Induction and training is provided for all new staff
members, managers provide support wherever
appropriate, Performance Development systems
have been introduced, and opportunities for
training are made available to all staff.
We consistently monitor the impact of training on
staff knowledge, skills and attitude, practice
performance, achievement of goals etc. to allow
improvements to be implemented and changes
to be made where appropriate.
Vetcare is also an RCVS recognised Veterinary Nurse Training Practice and such we have staff
dedicated to student development and have a strong relationship with our training provider, ProCo
Northwest.
Our commitment to Veterinary Nurse training ensures that our staff work to the Veterinary Nursing
Occupational Standards.
Vetcare Ltd is also accredited under the Royal College of Veterinary Surgeons Practice Standards
Scheme. See www.rcvs.org.uk.
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RCVS ACCREDITATION
The RCVS Practice Standards Scheme was
launched on 1 January 2005. It is the only
scheme representing the veterinary profession
and was set up to:
Establish a quality assurance framework
to promote and maintain the highest
standard of veterinary care.

To make more information available
about veterinary practices, and so give
clients greater choice.
The RCVS Practice Standards Scheme has been
embraced by the entire veterinary profession
and replaces two schemes, one run by the
British Veterinary Hospitals Association (BVHA)/
Royal College of Veterinary Surgeons (RCVS) and another by the British Small Animal Veterinary
Association (BSAVA).
Accreditation of Veterinary Practices
Every accredited practice has volunteered to undergo rigorous inspection by a qualified inspector
every four years. It must meet the criteria appropriate for its type.
Between inspections it must certify annually that it continues to meet the necessary standards, and
for further monitoring of standards, it may also be subject to spot checks.
All practice premises are inspected. This means that the type of service available in branches, as
well as in main premises, will be clearer.
Under the Scheme, a veterinary practice must be Accredited to Core Standards
These Standards apply to all types of accredited practices and signifies, at least, compliance with
legal and health and safety requirements.
To be accredited to Core Standards, a veterinary practice must:
Put in place arrangements for 24 hour emergency cover for patients. (This might be done by the
practice itself, or through arrangements with another practice or emergency service provider);
Have appropriately trained staff for work undertaken (Veterinary qualifications and insurance are
checked);
Comply with minimum standards of cleanliness and hygiene;
Make clients aware of arrangements for checking and monitoring patients if kept in overnight;
Ensure clients are given estimates of costs of treatments and consent to procedures undertaken;
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Have basic diagnostic and surgical equipment for the work undertaken. These must be installed and
maintained in accordance with health and safety requirements;
Have an effective policy for communication with clients;
And, in addition, to be accredited as an RCVS General Practice (Tier 2), a veterinary practice must:
Put in place arrangements to provide 24 hour emergency cover for patients. This might be done by
the practice itself, or through arrangements with another practice or emergency service provider;
Make clients aware of arrangements for checking and monitoring of patients kept in overnight;
Have a system for monitoring the outcome of treatments;
Show on-going commitment to education and training of staff;
Keep premises clean and well maintained;
Have a policy for communicating with clients and looking at feedback;
Ensure clients are given estimates of the costs of treatments and consent to procedures
undertaken;
Have access to laboratory facilities for diagnostic testing;
Meet legal and health and safety requirements covering its premises, equipment, clients and
employees;
In fact the depth and breadth to which we manage Vetcare in many areas goes beyond the scope
required for the RCVS Practice Standards scheme. Nevertheless, it is gratifying to know that your
pets’ welfare is in the hands of a Practice formally approved by the Royal College of Veterinary
Surgeons.
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Neil Taylor BVM&S MRCVS
Veterinary Surgeon
Director
Tracy Oakes MATT MCMI
Practice Manager
Managing Director
Company Secretary
Chad Northcott BVSc MRCVS
Veterinary Surgeon
Director
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Michelle Cocklin RVN MBVNA
Leigh Surgery Nurse Manager
Gina Jones RVN MBVNA
Leigh Surgery Nurse Manager
Sophie Liptrott RVN MBVNA
Sale Surgery Nurse Manager
Beth Worrall RVN MBVNA
Hindley Surgery Nurse Manager
Julie Fowler RVN MBVNA
Bolton Surgery Nurse Manager
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Laura Lenaughan RVN MBVNA
Bolton Surgery
Jane France RVN MBVNA
Leigh Surgery
Deputy Nurse Manager
Janet Patrick RVN MBVNA
Leigh Surgery
Senior Nurse
Lisa Marshall RVN MBVNA
Leigh Surgery
Sarah Stott RVN MBVNA
Bolton Surgery
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Naomi Jackson RVN MBVNA
Hindley Surgery
Claire Hewitson RVN MBVNA
Sale Surgery
James Kilmurray RVN MBVNA
Leigh Surgery
Kelly O’Connor RVN MBVNA
Leigh Surgery
Rachael Jackson
Leigh Surgery
Student Veterinary Nurse
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Camilla Wilson BVSc MRCVS
Tom Hackney BVSc MRCVS
Helen Watson BVSc MRCVS
Alex Briault BVSc MSc MRCVS
Simon Snader BVMS BSc Bcom MRCVS
Gordon Gray BVMS MRCVS
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Lynne Young
Head Client Care Manager
Leigh Surgery
Rosanne Maher
Head Client Care Manager
Bolton Surgery
Carolyn Hough—Leigh
Sarah Osnovianenko—Leigh
Elaine Grundy —Hindley
Rachel Brown—Sale
Tracy Coombes—Bolton
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Shellie Povey
Marian Aldred
Caroline Mason
Brian Williams
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To be a professionally run practice which provides excellent
clinical and preventive animal healthcare, profitably.
To take pride in being at the forefront of clinical excellence
and development, providing a quality service and products
to create sustainable competitive advantage and profits
in a people driven, fun environment, whilst maintaining
strategic and operational control of the business.
Caring is our profession
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www.vetcareltd.co.uk
Copyright Vetcare Ltd July 2011
Registered as a Company in England. No. 4825126
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