A Warm Welcome to Our Veterinary Practice
Thank you for entrusting the care and attention of your pet(s) to My Pets Vets. The welfare of our patients is always of the highest priority to us, and we make every effort to ensure that the animals entrusted to our care are treated as we would our own.
My Pets Vets is an independent; family owned and run veterinary practice which opened in September 2011, dedicate to providing the highest quality veterinary care for all aspects of your pet’s life. Our goal is to provide a friendly, compassionate service to which you and your pets will want to return again and again.
We have provided some information we think may be of importance to you in this letter, a full copy of our terms and conditions is available at our reception, and also on our website. If you require any clarification please speak to a member of our team who will be happy to help.
Walter Leigh Way Surgery – 24 hours
We offer consultations by appointment, and our consulting hours are:_
Mon – Fri : 8.30am – 2.00pm, 3.30pm-6.30pm 7.00pm to 9.00pm
Sat 9.30am – 4.00pm
Sun 10.00m – 4.00pm
10am – 12 noon Bank Holidays
Twist Lane Surgery
Mon to Fri : 8.30-11.00am, 12.00 noon – 2.00pm, 3.30 -6.30pm
Sat:- 8.30am – 11.00am
There is a charge for all veterinary consultations.
Please note there is a surcharge for urgent appointments and our out of hours emergency service.
Our services include, but are not exclusive to:
Consultations by appointment, home visits by appointment, puppy and kitten clinics, rabbit clinics, vaccinations, neutering, microchips, pet passports, diagnostic facilities including in house blood testing facilities, x-rays and microscopy, surgical facilities, dental facilities, hospitalisation facilities, acupuncture, therapeutic light laser, dermatology, pain clinics, nurse clinics (including weight clinics, golden oldie clinics, puppy and kitten checks, flea and worming advice), and out of hours emergency service.
Our practice layout has been designed to ensure as stress free an environment for you and your pets as possible.
We also have close associations with various local specialists and will advise referral if we feel it to be in your pet’s best interest.
We provide our own, 24 hour, on site emergency out of hour’s service, which means that your pet can be seen at our surgery by one of our practice vets even when the surgery is closed.
There will be a charge for the out of hour’s service.
As a matter of professional courtesy, we will contact any vets who have previously treated your pet. We will request a copy of your pet’s clinical records to ensure we are able to offer them appropriate care.
Payment in full is required at the time of each consultation or treatment, the discharge of your pet, or upon collection of products, drugs or diets. We are unable to offer a credit account to our clients. We accept payment by cash, credit card or debit card.
By registering your details with the practice and thereby opening an account with the practice for treatment you are deemed to accept our Terms and Conditions, and Terms of payment.
A full copy of our terms and conditions can be found at
We are happy to provide estimates of costs for a course of treatment or surgery, and will discuss these with you.
We strongly support the principle of insuring your pet against illness or accident. We are happy to accept direct insurance claims to your insurance company in certain circumstances. You will be required to provide us with your certificate of insurance and a signed insurance claim form in order for us to do so, and must pay your policy excess in full before the claim is made.
Please remember that pet insurance is a contract between yourself and the insurance company and as such it remains your responsibility to settle your account if you insurance company do not settle the account within 60 days for any reason.
We are happy to support you in communication with your insurance company, for instance if they fail to pay out on a claim, we are not obliged to do this and reserve the right to charge for time spent communicating on your behalf.
We require a 50% deposit for all non-routine procedures at the time of admittance. If your pet is insured we will require proof of insurance, a signed insurance claim form and full payment of your policy excess at the time of admittance.
We record all telephone calls for training and monitoring purposes. Recordings of calls will be stored electronically in a secure environment. Call recordings will be automatically deleted, in line with the Retention Policy of 30 days.
For compliance purposes clients wishing to make payment via credit card over the phone will have the call transferred to an unrecorded line. No member of staff is permitted to write down or retain card information under any circumstance.
A full copy of Call Recording Policy is available at our reception, and also on our website.
Complaints and Standards
We hope that you never have recourse to complain about the standards of service received from My Pets Vets. However if you do feel that there is something you wish to complain about, please direct your comments in the first instance to Mrs Caroline Purnell or Mr Lloyd Davies.
We look forward to meeting both you and your pets!
Caroline, Lloyd and the My Pets Vets team.