23/07/2026
📞 An Update to Our Out of Hours Service 🐾
Last month, we introduced a new answering service for our out of hours calls to help ensure your pets receive the best possible emergency care.
When you call our out of hours number, you'll now first speak to a trained call handler who will triage your call before you speak directly with one of our vets. This is similar to calling NHS 111 or speaking with one of our reception team during the day.
Since making this change, we've seen a 20% reduction in unnecessary out of hours calls. As many of you know, we don't have a separate overnight team – the vets you see during the day are the same vets who provide our emergency service overnight. Reducing routine enquiries and non-emergency calls means our vets can focus on genuine emergencies while ensuring they get the rest they need between cases.
☎️ If your call is triaged, please don't worry. In a genuine emergency, one of our vets will call you back promptly, usually from either a withheld number or the practice number, so please keep an eye on your phone so you don’t miss their call.
Please also note that we only offer out of hours care for our registered clients. If you would like your pets to be eligible to be seen by our team out of hours, please contact us to arrange registering or transferring your pets to one of our practices.
This change has already made a real difference, helping us protect our out of hours service for our registered clients when they need it most.
Thank you, as always, for your continued support of our independent practice. It really does make a difference to both our team and the pets in our care. 💙🐾
