New Client Information
Welcome to Gortlands Veterinary Clinic. Thank you - for placing your pet in the care of our dedicated team who aim to provide the best care for you and your pet.
‘Where veterinary care and customer care go hand in paw’
We do this by observing our clinics values and mission statement –
Values:
Company Focus – to care for both our clients and their animals.
To treat them with respect and endeavour, where possible, to exceed their expectations.
Integrity – at all times, and under all conditions, our behaviour will withstand the most discerning scrutiny. Our communication with others will be with honesty, respect and professionalism.
Our People – we value our people as a team that fosters a caring, supportive and enjoyable work environment
Mission Statement:
To maximise the main objectives of Gortlands Veterinary Clinic which are:
- To give the best possible care to animals in need
- To keep clients informed at all times
- To create a pleasant and caring working environment through teamwork and customer care
CLINIC OPENING HOURS
Monday – Friday: 8:40am – 6:30pm
Saturday: 8:40am – 12:40pm
The clinic is closed for lunch between 1:15-1:45pm – except for emergencies.
Appointment hours: (by appointment only)
Monday – Friday: 8:40am – 6:30pm
Saturday: 8:40am – 12:40pm
Emergency clinic: Sunday mornings between 11.00 & 12.00am.
At Emergency Clinics we only deal with Emergency Cases and these are charged at the emergency rate. (The emergency rate is higher than the normal rate £66 for Sundays, £90.20 for Public Holidays)
At any time when we are closed you can contact our Out of Hours provider, Vets Now on 028 90 651729. They are able to give you advice over the phone and arrange to see your pet if necessary. Please be aware that charges for this service are considerably higher than consultations during normal hours (Phone Vets Now for current price)
Please phone clinic number to hear recorded message or visit our website
Appointments:
Should you wish to make an appointment please phone 028 9079 6005 and our receptionists will be pleased to make an appointment for you.
Whilst you are allocated an appointment time, please be patient – we cannot legislate for all eventualities we encounter in the course of consultations.
Should you not be able to keep an appointment please phone to cancel and give another sick pet the chance to be seen.
Prescriptions:
Prescriptions are available from this practice. There is a charge for a written prescription.
You may obtain Prescription Only Medicines, Category V (POM Vs) from your veterinary surgeon or ask for a prescription and obtain these medicines from another veterinary surgeon or pharmacy. The charge for a written prescription is £12
POM Vs can only be prescribed for animals under our care.
A prescription may not be appropriate if your animal is an in-patient or immediate treatment is necessary.
You can be informed, on request, the price of any medicine that may be prescribes for your animal.
The general policy of this practice is to reassess and animal requiring a repeat prescription every six months but this may vary with individual circumstances. The standard charge for this is £24.50
Repeat Prescriptions:
Please phone 24 hours in advance of wanting a repeat prescription.
This means we won’t keep you waiting when you call to collect it.
Animals on repeat prescriptions must have a check-up every 6 months in accordance with Royal College of Veterinary Surgeons rules.
Second Opinions/Referrals:
If your pet needs a referral to a specialist or you wish to seek a second opinion, your pets clinical notes will be emailed to the relevant clinic with your permission.
Clients with Pet Insurance:
When visiting the clinic for an appointment you should bring with you your most recent policy document so we can take a copy of it for our records. This can save a great deal of time & confusion at a later date and when processing your claim.
Complaints Policy:
If you have a concern or complaint please discuss with a member of staff. If it cannot be resolved immediately, we will take down the details and a member of the management team will get back to you within three days. Alternatively you may send your concern to us via email to: info@gortlandsvets.com
Services:
Micro chipping, Pet Passports, Vaccinations, Neutering, Weight checks, Travel sickness medication, Pet Insurance advice etc. See here for more info.
Operations:
Dogs & Cats being admitted for routine procedures are to have NO FOOD from 9pm the evening before. Your pet can drink water as per usual.
If any procedures are to be charged to charities e.g., Cats Protection – please show documentation to Reception in the morning when you are leaving your animal in.
In most cases we like to admit animals between 8:00-8:30am and return them again between 4:00-6:00pm.
Cat cages – are left at the customer’s own risk. If a cage is left for 30 days without being collected, we will dispose of it
Hospitalisation: If my pet has to stay overnight it will be checked at least once and will then be unsupervised until 8am the following morning. Overnight care can be arranged through Vets Now our emergency provider.
Parking:
Please show consideration for pedestrians by not parking on the footpath.
We ask all our clients to be extra careful when driving or manoeuvring their vehicle in the vicinity of the clinic. It can be very busy at time for both motorists and pedestrians especially at school times.
Healthy Pet Club:
Our pet club helps you to spread the cost of routine veterinary care – Vaccines, wormers etc- and gives discounts on many of our services. Prices start at £11 a month. Please ask for more information or click here.
Privacy Notice: Gortlands Veterinary Clinic (GVC) respects your personal information and undertakes to comply with all applicable data protection legislation currently in force.
GVC may use personal information provided by you either with your consent or on the basis of the following:
- Contract: The processing is necessary for a contract we have with you.
- Legal Obligation: The processing is necessary for us to comply with the law (not including contractual obligations)
- Vital Interests: The processing is necessary to protect someone’s life.
- Public Task: The processing is necessary for us to perform a task in the public interest or for official functions, and the task or function has a clear basis in law.
- Legitimate Interests: The processing is necessary for our or your legitimate interests or the legitimate interests of a third party unless there is a good reason to protect the individual’s personal data which overrides those legitimate interests.
Except as provided under these terms, GVC will not disclose your personal information without your permission unless such disclosure is required by law or other court order.
You are entitled to request a copy of the information which GVC holds about you. If you become aware that the personal information GVC holds about you is inaccurate, you may request that we amend it. Any requests or any other correspondence relating to this notice should be directed to the Data Protection Officer.
Where processing is based upon consent, you have the right to withdraw consent at any time which will not affect the lawfulness of processing based on consent before its withdrawal.
The company’s Data Protection Officer will monitor GDPR compliance within the organisation and advise the organisation of their obligations. If you have any concerns or need for further information then please contact the Data Protection Officer.
How information about you will be used: GVC collects information about you. This is to enable us to provide a service to you and your animals.
Sharing information: The table below provides examples as to what information we hold on you and who we may share it with.
| Type of information | Who it is shared with | Legal basis for processing this information | Retention period for keeping this information |
| Name, address, contact numbers, email address. | Internal: This is shared with all internal members of staff. Externally: Referral Vets, Pet Log (microchip). |
Legitimate interests: To retain medical information about your pet. Reminders are sent regarding boosters for your pet to ensure they are up to date and protected. Your information is shared with Pet Log so that they can contact you in the event your pet is lost. | Your information is stored for a maximum of 20 years after your last contact with Gortlands Vets |
The supervisory authority in the UK & NI is the ICO. Where you have a complaint regarding the handling of your data which you do not think can be handled internally, then you have the right to make a complaint to the ICO.
