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Frequently Asked Questions and Answers
We have put together a list of frequently asked questions, which we hope you find useful. If you don’t find what you’re looking for here, please just phone or email and we’ll be happy to help.
Do I need an appointment or can I just turn up?
You’ll need an appointment. These can be made either at reception or by contacting the practice on 01728 598111. Consultations (by appointment) run between 9-11am and 3-6pm
Are there parking facilities at the practice?
Yes, we have free parking out the front of our practice.
I work every day, do you offer late night or weekend appointments?
Our opening hours for consultations are as below
| Monday – Friday | 9.00 am – 11.00 am 3.00 pm – 6.00 pm |
| Saturday | 9.00am – 12pm |
| Sunday | Closed |
Do you offer an emergency or out of hours service? Will there be someone on site 24 hours?
The benefit of being registered at a small veterinary practice is that you get to know the vets, nurses and reception team well.
However, it is very difficult for our small team to cover all the out-of-hours emergency care between us.
For this reason, Brian and Jess will share the out of hours emergency cover with MiNightVet in Melton, near Woodbridge. Please call 01728 598111 and you will be directed accordingly.
If your pet is an inpatient with us and they need additional care over night, we can arrange a MiNight animal ambulance for a cost of £12+vat per journey. Somebody from the MiNight team will come and collect your pet from us in the evening and would return them back to us in the morning where their care will continue.
If you are unable to get to the out of hours MiNight service in an emergency, please see below some helpful taxi numbers.
- M&R Cars – 01394 386661 / 0800 169 4269
- Amber Cars (require you to provide your own cage/crate) – 01728 833621
- Boomerang (Open until 11.30pm) 01728 833331
Does your practice offer house visits?
To provide patients with the highest standards of care we encourage our clients to visit the practice – but a home visit can be arranged when specific circumstances arise.
Do you have a practice health scheme?
Yes, we offer 2 Healthcare Plans so our patients can receive the best care and our clients can save money on the things insurance doesn’t cover. Please visit the Pet Health Plan section for more details.
Do you treat small animals, birds and exotics?
Most of our patients are dogs, cats, rabbits, guinea pigs, hamsters and chickens. Birds and exotics such as reptiles and amphibians require expert knowledge and we occasionally need to refer these to specialist centres. Please contact the surgery for more advice.
My pet is really anxious about new places, how will you keep stress to a minimum?
Our staff know that minimising stress is extremely important. We take a range of precautions to help with this from booking your pet in at a quiet time of day to providing you with a towel to cover your cat’s basket. We have separate kennel areas for cats and dogs. We also encourage nervous patients to visit the practice for a more relaxed and informal fuss, treat and a cuddle from the reception staff.
Can you perform in house diagnostic tests?
We have extensive laboratory equipment enabling our team to run many in-house blood and urine screens whereby you can have those results within an hour. For those tests that we can’t do in house, we send via a daily courier collection collection to our pathologists at our external laboratory. They are usually able to report the results the next day.
Can you perform surgery and are operations only performed on certain days?
All our vets are qualified and experienced to perform surgical procedures. Brian has been performing surgery for over 25 years and Jess for over 10 years.
Operations can be booked via the telephone or at the practice. Patients are admitted in the morning and are generally kept at the practice for the majority of the day. Aldeburgh Vets usually provides your pet with two different types of painkiller whenever they undergo a surgical procedure.
Do you treat wildlife or strays?
We work very closely with local charities and organisations to treat stray patients. Although we can provide first aid treatment to wildlife, they require expert handling and are often referred to specialist local centres. Please contact the team if you have any concerns about local wildlife and strays.
How experienced are the staff? How long have your vets been practising? Are your nurses all registered?’
Our staff are all very experienced and many have advanced skills in different areas. All our vets are registered with the Royal College of Veterinary Surgeons – in fact Brian is a Fellow of the Royal College of Veterinary Surgeons. We have 3 qualified Veterinary Nurses, who are also registered with the Royal College of Veterinary Surgeons. Take a look at our ‘Meet the team’ page to learn more about key team members.
My dog is nervous around men, can I see a female vet?
Of course. We have a male and female vet and we always try to book an appointment that suits you and your pet.
How many branches does your practice have?
We have one branch at Aldeburgh. This means that we can do everyone under the one roof and doesn’t mean that your pet has to be transported between surgeries when they need certain procedures.
Do you offer a repeat prescription service?
Yes, repeat prescriptions can be ordered by phone with medication usually available within 24 hours. To follow recommended guidelines we ask that pets have visited the practice in the preceding 6 months to review their health status and medication before repeat treatments can be dispensed.
Can I get a prescription to buy medicines online?
Yes, we can issue prescriptions. Our vets may decide that your pet needs a clinical assessment before issuing a prescription and our general policy is to re-assess an animal requiring a repeat prescription every 3 months (but this may vary with individual circumstances). Our standard charge for issuing a prescription is £20.00.
If you are a member of our Pet Healthcare Plan or Unlimited Consult Plan then we can supply long-term medications at discounted prices, more competitive with the online retailers.
Can I pay by card and or cheque? Do you accept American Express?
We accept debit and credit cards but DO NOT accept American Express. We also accept cash but no longer accept payment by personal cheque.
Do you run nurse clinics?
Our Registered Veterinary Nurses offer nursing clinics on allocated days for consultations for clipping nails and expressing anal glands at a discounted fee.
What vaccines do you use? What happens if my puppy has already had the first injection at another practice? Are the vaccines compatible?
Prevention is better than cure and we advise that all patients are vaccinated. The vaccinations we use are made by MSD. We use Lepto 4 in dogs.
Vaccines aren’t always compatible with each other and it’s important that the ‘primary vaccination course’ involves compatible vaccines. Please contact us to talk about your pet’s needs if they’ve already had the first injection at another practice.
When the time comes to say goodbye to a pet, how do you ensure compassion and sensitivity?
It comes from the heart when we say that we understand the sadness associated with losing a pet and the void that’s left when they’re gone. It’s an extremely emotional time and we use all means possible to ensure that ‘saying goodbye’ is peaceful, respectful and tailored to your needs.
Do you offer home visits for euthanasia of a pet and a cremation service?
We understand that some families would like their loved one at home when the time comes to say goodbye. In these circumstances and subject to availability of our vets, we’ll always try to visit your house if you want. The team can also organise cremation for you using a local, reliable service. Please call us to talk through your options.
Do you sort insurance forms, can I make a direct claim? Will I be expected to pay up front?
We spend a lot of time completing insurance claims for our clients. We do not charge to complete claims for which you have already paid. Direct claims are agreed at the discretion of the Directors, Brian and Jess. Whenever practical, direct claims require pre-authorisation. Payment of the excess and any extra fees not recoverable by the insurance company will be expected before treatment.
Do you offer prescription diets?
We offer a wide range of prescription and life stage diets. Food can be ordered through the practice and is usually available within 24-48hours.
Who do I speak to if I wish to register a complaint?
The team is committed to giving you the best customer service. But if you feel we’ve let you down, we always welcome the opportunity to put it right. So please contact Brian or Jess in the first instance and they’ll deal with your concerns quickly and professionally.
How can I be sure my pet will get the best care?
We’re devoted to our patients, always considering their best interests above all else. Our practice is accredited and checked by the Royal College of Veterinary Surgeons ensuring that we maintain the high standards demanded by the profession’s governing body.
Can I get advice about looking after my pets even when they are not sick?
We understand that pet care doesn’t stop with medical advice. Our team are on hand to provide lifestyle advice for your pets whenever the need arises. We welcome questions and will try to give you all the support you need whilst looking after your loyal companion.
Can I see the vet of my choice?
Continuity of care is an essential part of what we offer. For this reason we always endeavour to ensure you see your preferred vet or the same vet following your last visit to the practice.
