COVID-19 Update

We are operating as normal and happy to accept referrals!

As the COVID-19 situation evolves, we are continually reviewing the resources we have available and the provision of services which are of most need to our clients and their pets.  

At Paragon Referrals we are maintaining our high standards of service while prioritising the safety of our team and clients during the Covid-19 pandemic.  We continually review our processes in line with government and RCVS guidance to safeguard public health.  We understand that visiting a veterinary hospital with your unwell pet is stressful and we will do everything we can to minimise this stress for you and your pet.  We are a Gold Standard Cat Friendly Practice, and pride ourselves for our considerate and careful handling of nervous dogs.

As part of the Covid-19 secure measures we have in place at Paragon, we continue to restrict access to the building and will perform aspects of the consultation in our car park.  This is because our consult rooms are small and do not allow social distancing between the team and you, our clients. Our initial consultations can last 30 minutes to 1 hour. This means that there is an increased risk of transmission of infection.

On arrival at the hospital car park please call 01924 908333 to advise the Client Care Team of your arrival. The Client Care Team will organise for any paperwork to be completed and then the vet will telephone you to start the consultation. 

During the telephone call the vet will take a detailed history from you. Once the history is complete, they will explain next steps to you.  This will vary dependent on the service you are seeing. 

In most cases the vet will meet you at your car and if appropriate will examine your pet in the car park. Where this is not possible, for example if your pet is a cat or we need to look in their eyes, or need to listen to their heart, your pet will be brought into the hospital by the vet or a nurse and examined while you wait in the car park.

The vet will then take you through the next steps, which may be admitting your pet to the hospital or providing an on-going care plan.

After the consultation the Client Care Team will then call to discuss insurance or payment.

We appreciate your help and understanding in reducing risks and keeping our hospital Covid-19 secure.

Pet owners should attend their pre-arranged appointments unless they are contacted directly by us and advised otherwise.

Referring veterinary practices can continue to refer cases and call our team for advice.

If you are unsure whether to refer a patient, we would be happy to discuss this with you – please telephone us.

We continue to offer remote telephone or video consultations for patients that may not need to be physically seen at the hospital or where clients may not be able to get to us. 

We continue to observe social distancing to protect colleagues and clients, so all our consultations will also be via telephone or video.  This may be immediately before, a few hours or even the day before  admitting your pet. Your pet can be admitted to the hospital for examination before or following the call, as appropriate. 

We have been contacting all clients whose non-urgent appointments were delayed by COVID-19 and are booking them in to be seen over the coming few weeks.  

Please call us to find out more about any of these services and how to access them. 

We will do all we can to support you and your clients. 

We have made this decision as the health and wellbeing of our patients, clients and staff is our number-one priority. 

Thank you for your understanding during this time. 

Guidance for clients visiting our hospital: 

• If clients have been exposed to COVID-19, had close contact with someone who has, or are experiencing symptoms (new persistent cough and/or fever), and have pets that need veterinary care, please call us. We will be able to advise them on how their pets can receive the care they need. 
• If clients have been self-isolating with COVID-19 and have recently visited our hospital, please let us know as soon as possible. This is so we can implement measures to protect our staff and other clients. 
• On arrival we are asking clients to wait outside and notify our reception team by phone. 
• To protect our staff we are limiting access to our building.  Clients are only permitted to enter to use the toilet 
• Our clinicians will conduct the verbal part of the consultation and consent process by telephone or video call.  
• A colleague will then come out to the car park to collect the patient.  Cat baskets – if secure – should be placed on the ground before stepping back to allow our colleague to pick up the basket. 
• Pets should not be left unattended in cars – particularly on warm days. 
• Clients are politely asked not to engage our staff in face-to-face conversation in the car park – further discussion should continue by telephone. 
• Clients should remain outside the hospital until the consultation process has finished.  
• If a pet is hospitalised with us, we are asking clients not to visit their pet at this time. 

We are following the government’s most recent advice regarding the measures we need to take to help control the spread of COVID-19. 

Like many organisations we are making these changes for the wellbeing of our staff and clients. It also allows us to reduce our use of Personal Protective Equipment at this critical time for national supply into the human healthcare sector. 

RCVS Flowchart updated 19/5/2020