CityVets Exeter maintains vital veterinary service for pet owners during pandemic

Exeter based, independent veterinary practice CityVets, are reassuring all pet owners that they are open for emergencies, patients requiring urgent treatment, medication and pet food throughout the pandemic, come what may.

CityVets has four practices in Exeter, however, at this time two of the branches - the Alphington and Whipton practices have been temporarily closed. The Heavitree Veterinary Hospital and the St Thomas (101 Buddle Lane) branch remain open for phone advice, enquiries and emergency appointments and treatment.

Veterinary practices are classified as providing 'essential services' under Boris Johnson's strict lock-down measures. They are permitted to remain open for emergency treatment, urgent surgery, hospitalisation of sick animals, and provision of medication and supply of pet food. Routine appointments, defined as those 'not required to maintain the welfare of an animal' are not permitted at this time. 

Ed Pattison, CityVets Co-Director and Veterinary Surgeon stressed: “We understand what our clients’ pets mean to them. Our governing body, The Royal College of Veterinary Surgeons (RCVS), state that we should not compromise animal welfare. We are fully committed to doing all we can to support pet owners while restricted measures are in place and CityVets are taking all necessary precautions to protect staff and clients to reduce the spread of the Coronavirus whilst continuing to carry out essential veterinary work."

Ed (pictured above) continued: “Our Vets and nurses are able to undertake home-visits to provide emergency veterinary treatment if clients are unable to come into the clinic. We have full Personal Protective Equipment available and all staff have been trained in its use. The major challenge we face is that the situation changes every day regarding lockdown, but rest assured, whatever happens, our vets and nurses are on the end of the phone and we are available for emergencies 24/7.”

Pet owner, Gemma Trebble said she felt relief after receiving advice over the phone when her dog suddenly fell ill on Wednesday night and needed to be seen.

“The thought of my dog suffering and in pain while I had to stay at home in isolation, was really stressful,” she said. “CityVets were there for me, providing a reassuring voice on the phone and talked me through their visiting procedure and the treatment and care they would provide. The staff were really organised and made me feel safe during the home visit. I’m relieved that they are staying open and can visit people who are unable to leave their homes,” she said.

CityVets Co-Director and Senior Veterinary Surgeon, Shaun Moore added: “CityVets staff are working as three independent teams that do not mix, so if one team is affected by the virus, we have the other teams available to keep our services going without being affected. I’m extremely proud of how our CityVets team have pulled together, are working very hard and are incredibly dedicated to providing the best veterinary care possible when faced with the stress and challenges of these uncertain and worrying times. Our staff are what makes CityVets very special.

“We have been preparing for the impact of the Coronavirus for several weeks, since we saw the situation developing in Europe. We have learnt a lot from our Italian veterinary colleagues which has helped us prepare for the impact of social isolation and self-isolation. Our priority is to reduce the spread of Coronavirus, while continuing to provide an emergency service for sick animals. Whatever the limitations imposed on us, we will continue to adapt in order to provide urgent pet healthcare throughout the Coronavirus crisis.”

The CityVets Heavitree Hospital and St Thomas practice are currently working to a locked door policy. Pet owners must phone when they arrive for their emergency appointment and pets are collected from their owners outside and admitted for treatment.

The CityVets’ ambulance service is visiting clients and collecting pets from their homes for owners who are in self-isolation.

Telephone advice and video consultations are being carried out where appropriate.

City Vets services during restrictions:

• The Heavitree Veterinary Hospital and St Thomas (Buddle Lane) branch remain OPEN for all enquiries and emergency attention and advice.

• Call the Veterinary hospital on 01392 250066 and St Thomas Branch on 01392 250000. Please do not visit unannounced, always phone first. If you have an emergency appointment, we ask clients to arrive at the specified time, notify us of their arrival by phone and a member of staff will advise you of how to proceed.

• We are set up for video consultation, but only if this is an appropriate and adequate means of examining an animal.

• Flea and worming treatments are still being supplied – These products are important for animal welfare (and human comfort whilst at home for long periods of time). There are strict guidelines that need to be followed in order to provide this service.

• Repeated medications – Medications for ongoing conditions are critically important for animal welfare. Please phone the surgery for advice and prescription requirements.

• Animal food – We will continue to supply routine and prescription pet foods

• Emergency home visits – if you are unable to travel to a surgery and require an emergency home visit, please call the practice. We will need some key information to ensure that we are protecting you and our staff. We have full Personal Protective Equipment to treat any pet in the home in an emergency, including pets living with owners in self-isolation or with suspected Coronavirus infection.

• Payment for products or services will be taken over the phone prior to supply.

CityVets services paused during restrictions:

• Whipton and Alphington surgeries are closed until restrictions are lifted.
  Calls to these branches are automatically diverted to either the Heavitree Hospital or St Thomas branch.

• Routine appointments (defined as ‘not required to maintain the welfare of an animal’) cannot be offered. This includes vaccinations as there is currently a very low risk to pets in delaying this procedure for a few weeks since immunity does last longer than 12 months in most animals. Puppies and kittens will need to avoid contact with the general dog or cat populations until they are fully vaccinated.

CityVets Heavitree Hospital: 01392 250066.

CityVets St Thomas Surgery: 01392 250000.

For all CityVets Coronavirus updates go to: cityvets.co.uk/coronavirus-update/