PETS FAQs

Who keeps P.E.T.S running?
We have a fantastic night’s team that are just as passionate about your pets as you are, they are focused on improving the lives of your pets by providing 24hr quality care, comforting and reassuring you that they will be here and ready to care for your pet if they should get sick. This team is made up of our focus and dedicated day & night Nurses that work either shift consisting of Amy Sanders, Michelle Wicks, Helen Butler & Jody Love, our full time night nurse Vanessa Woollacott our weekend nurses Hannah Pearson & Sarah-Jane Kenwright, our night vets Jim Parren, Nicky Roach and John Bence, and last but not least our valued locums. Each and every staff member takes great pride in what they do, takes their work very seriously and strives to provide the best possible care for your pet.

To top

How do I contact the Emergency Centre?
Simply call your usual vet after routine surgery hours and you may be directed or Call us directly on our out of hour’s pet emergency treatment line on 01622-734054

To top

Can I ring for advice?
All our veterinary staff are fully qualified to give advice over the phone and will do their utmost to help you resolve your situation with friendly advice on our direct number.

To top

What do I do if my pet needs to be seen?
Please telephone us prior to coming down to the hospital. It is in the pet’s best interest that you do this as it ensures we are both prepared to see your animal as quickly as possible when you arrive and that we have all the necessary details and notes that we may need on hand. The staff will be waiting to receive your pet and administer any necessary treatment. If you arrive without contact us first the staff may not be able to admit you.

To top

How do I get to the P.E.T.S. Centre?
We can be easily located very close to Junction 7 of the M20 motorway to facilitate convenient access from a wide area please click here for a map. If you are using a sat nav our post code is ME14 5EL.

To top

What if I don't have transport?
There are a few options we can suggest if you do not have transport:

• Do you have a friend or neighbour that could bring you in?
• We can provide local taxi companies telephone numbers
• We gladly offer an ambulance service to transfer your pet from your home to the practice and back again, in certain situations it is sometimes advisable that immediate transport is arranged as time is of the essence and getting your pet to us as quickly as possible is a priority, However we do employee two ambulance drivers Stuart and Paul who are always on hand to help, they are not medically trained but are experienced in animal handling and transportation. Our staff will happily arrange for the ambulance to come out to collect your animal should you require this service. There is obviously an additional charge for this service calculated by the distance travelled click here for fees.

To top

What if I am unable to move my pet?
The Staff at P.E.T.S. are always here to help and will be able to give you advice on how to move injured pets. Just like a human casualty unit all the necessary life saving facilities and equipment are located at the hospital and all emergencies will be transported to the casualty unit.

To top

Will I need to leave my pet?
There may come a time when the staff at P.E.T.S. will assess your animal and decide it is in the pet’s best interest to stay at the hospital overnight. We never forget that you pet is a member of your family and the care we provide reflects this, you can be reassured that your pet will be comfortable safe and happy here with a member of staff on hand at all times to tend to your pets every needs.

To top

When my pet has recovered, can I take him/her back to my usual vet?
Absolutely! Every day the clinical notes for your pet will be sent to your own practice so they are kept up to date and can carry on with further treatments as usual. If you’re pet has been left with us overnight and you are not collecting it we will return your pet to your usual veterinary centre as soon as possible by ambulance when normal practice hours resume.

To top

What if my pet is already receiving treatment? Will P.E.T.S. Have access to his/her records?
Out of hours emergency treatments do not require any pet records/notes, all we ask is that if your pet is on any medication that you bring this with you.

To top

How much does it cost?
When the time comes to collect your animal payment will be expected as all payments are made to P.E.T.S. and not your usual practice. For a price list please click here. All major credit and debit cards are accepted as well as cheques. If you have pet insurance this will cover these fee and you should be able to reclaim them.

To top

Can anyone use P.E.T.S?
No, only clients of participating practices may use the centre, since they are the ones funding it. Non-participating veterinary surgeons must provide their own cover. If a client of a non-subscribing practice cannot contact their own vet, P.E.T.S will see the patient after verifying that their own vet is unavailable.

To top

If I am a client of another participating practice, do I bring emergencies or routine checkups to Newnham Court Veterinary Group during the day?
No. P.E.T.S. is for out of hours treatment only. For emergencies during the day, or for routine checkups, see your usual veterinary surgeon.

To top

What are the opening hours of P.E.T.S?
The Emergency Centre is open from 6 p.m. to 8 a.m. weekdays, Saturday afternoons from 12 noon, and all day Sunday and Bank Holidays.

To top

What do I do if I find a wildlife casualty or an injured stray dog or cat?
If you should come across a lost cat it is the responsibility of the RSPCA to deal with this you can contact them by calling 08705 555999. If a lost dog is found it is to be reported to the dog warden services either by phone on 01732876181 or email dog.warden@tmcb.gov.uk, if a dog appears to be dangerous please approach with caution and contact the police. You can find out more information on lost pets by checking your local government website and checking the services page.

To top

Who do I contact if I am unhappy with the service or if I require more information?
For accounts queries contact the Accounts department during office hours on 01622 632841

For all other queries, comments and complaints please telephone the P.E.T.S. Administrator, Maralyn Hawkins, on 01622 63285

Please note that for security reasons telephone calls made to Pet Emergency Treatment Services (Ltd.) will be recorded and may be monitored by the management

To top