Frequently Asked Questions
Q. How is Vet’s Klinic different from other veterinary surgeries?
A. Vet’s Klinic offers pet owners a range of unique facilities including online booking and access to medical records, a glass-fronted prep room enabling owners to view our vets and nurses caring for their patients and an open, honest and affordable pricing policy. In addition, Vet’s Klinic TV enables pet owners around the world to access the expertise of our team through our live online broadcasts and case studies.
Q. How do I become a client of Vet’s Klinic?
A. You can register as a member of Vet’s Klinic which allows you to access and participate in our online content, but in order for us to take on responsibility for your pets you need to formally register as a veterinary client. The registration process online is very quick and simple, and all we need is your address and email details, details of your pets, and contact details for your existing vets if you are moving from another surgery. This enables us to contact your previous vets and organise the transfer of your pet’s medical records to our system. Once you have registered you can book your first appointment straight away.
Q. What is Vet’s Klinic TV?
A. Vet’s Klinic TV is a unique online media channel that broadcasts live and recorded content from our surgery. Our weekly live show features cases from the practice as well as the opportunity for you to ask our vets and resident behaviourist questions about your pets.
Q. How can I book an appointment to see the vet?
A. Booking an appointment is very simple. Once you have registered a pet you can follow the links to the ‘Book Appointment’ area of the site which takes you through the process during which you can select which pet or pets you would like to bring in, your preferred date and time of day, and, if appropriate, your preferred vet or nurse. You are then offered a range of appointment slots with variable prices that are determined by how busy the Klinic is, and once you have selected the most convenient time slot, you can confirm and pay for your booking. You can also book by phone but you will not be able to access our flexible prices this way.
Q. Can I cancel or change an appointment after I have booked it?
Yes - you can cancel an appointment and re-book online at any time up to 24 hours before your appointment. If you cancel more than 14 days ahead of the booked appointment, you will receive a full refund. If you cancel less than 14 days, a charge of £5 is applied to your account to cover the administrative costs of rescheduling our diary and also the charges we receive from the card payment providers for issuing a refund at this point. You cannot cancel an appointment within 24 hours of the scheduled time. As well as cancelling and re-booking online, you can also ring the Klinic to cancel or change an appointment.
Q. When I am booking I can’t book an operation with a consultation, why is this?
A. Our bookable procedures are divided into those which involve seeing a vet or nurse, such as consultations and vaccinations, and those which require your pet to spend the day with us for an operation, such as neutering. The booking system only allows you to book the same types of procedure together in one appointment – so you can book 2 pets in for vaccinations and consultations, or for neutering, but not for a consultation and neutering. If you need to book both types of procedure, you need to make 2 separate bookings.
Q. Why do I have to pay up front when I book online?
A. We ask for payment at the time of booking online to make your visit to the Klinic easier and less stressful for you and your pet. Unless you have additional products or procedures on the day, you can simply turn up, see the vet, and then head off without having to worry about money on the day. From a business point of view, it helps us to manage our cash flow and maximise the efficiency of our team, which in turn helps us keep our prices down.