Client service changes FAQs
What services are you currently offering?
We currently have a backlog of pets whose treatment was delayed because of the pandemic. We are working hard to provide these treatments but until the backlog is cleared we won’t be able to provide our full range of services.
We are also continuing to limit the number of staff and owners inside our hospitals, and asking owners to wear face coverings, to ensure everyone’s safety. It is essential that we keep our staff protected from Covid, an outbreak could mean a Pet Hospital has to close because of staff shortages.
Face to face appointments will continue to be prioritised for pets needing life-saving emergency treatment or those needing essential veterinary care.
In other cases, our vets and nurses will continue to provide remote consultations, which you can request online.
We are still unable to offer all preventive treatments, such as neutering and vaccinations, at every PDSA Pet Hospital. If we’re not able to provide these services at your local Pet Hospital, we’d still recommend that you get these done at a local vet. If you are a registered client your Pet Hospital will update you directly when these services are available again.
To find out if you are eligible for PDSA treatment visit our eligibility checker or call 0800 7312502.
I’ve been told I have to have a remote consultation, why can’t I bring my pet into the hospital?
During the pandemic we’ve been treating certain cases by telephone. This has been hugely successful in helping our hospitals to remain open, whilst also being able to provide veterinary care to pets in the comfort of their own home.
We will continue to provide remote consultations to pets where appropriate. If our vet teams believe your pet needs to be seen face to face a hospital appointment will be booked for you.
When will neutering and vaccinations be available?
Because of the backlog of treatments we are currently unable to offer all preventive treatments, such as neutering and vaccinations, at every PDSA Pet Hospital. If you are a registered client, your Pet Hospital will update you directly when these services are available again.
These services are important to keep your pets healthy, so we recommend speaking to your local veterinary practice about getting them done to ensure pets are protected.
When will prescription flea/worming and microchipping treatments be available?
If your pet is coming into a Pet Hospital for an appointment we may be able to provide flea and worming treatment or microchipping at the same time.
- Microchipping – It is a legal requirement to have your dog microchipped. If we are unable to offer this service, we recommend owners speak to local veterinary practices about getting their pet microchipped to keep them safe.
- Flea and worm treatments – You can purchase non-prescription products through our online Pet Store. FleaScreen products are currently on offer in our online shop, with 3 packs of available for the price of 2 throughout October.
We hope to reintroduce full flea/worming and microchipping prescription services later in the year.
What are the rules around euthanasia? Do I still have to wait outside while my pet is put to sleep?
Processes differ between our Pet Hospitals due to their size and capacity. If you have to make the difficult decision to euthanise your pet the team in your Pet Hospital will explain the process before your appointment.
Do I need to wear a face mask?
Government guidance recommends that we continue to wear face coverings and remain socially distant when you come into contact with people you don’t live with.
So, in line with NHS infection control protocols, owners will need to wear a face covering to enter a PDSA Pet Hospitals, unless you are medically exempt.
Owners who do not wish to wear a face covering may be asked to wait outside while their pet receives treatment.
Covid cases are rising again and these measure are there to ensure we keep owners and staff safe. This will allow us to stay open and keep providing our veterinary services.
What if I’m exempt from wearing a face mask?
Our waiting rooms are now busier than before, so if you can wear a mask it would be better for you to do so.
However if you are medically exempt then you can attend as normal, please let the receptionist know you are exempt when you arrive.
What if I don’t want to wear a face mask?
If you’d rather not wear a face covering please let the vet team at your hospital know when you arrive.
To keep you and our team safe you may be asked to wait outside while we treat your pet.
What if I don’t have a face mask when I arrive at the hospital?
If you arrive at the hospital without a face mask, let our team know and we will be happy to provide you with one.
When will we be allowed back into the hospitals with our pets?
Processes differ between our Pet Hospitals due to their size and capacity. If you are given a face to face appointment the team will explain the arrival process to you.
There is more information on our Visiting our Pet Hospitals page.