Petplan Veterinary Awards 2021
We are delighted to have received these nominations – thank you to our hard-working team and our lovely clients!
Out of hours care at Vets Now
As you know, our out of hours cover is now provided by Vets Now. They work throughout the nights, weekends and bank holidays when we are closed and specialise in emergency care. This allows us to get some sleep and be in better shape to care for your pets during working hours. Here’s a bit more info about what to do in case of an out of hours emergency:
If you have an emergency outside our normal surgery hours, please call the usual surgery number on 01290 420255 and press 1 for an emergency (as before). You can also ring Vets Now directly on 01563 258 028 if you prefer.
You’ll be transferred to the Vets Now team and they will discuss with you what happens next.
If you need an appointment at Vets Now this will be at their premises in Kilmarnock – they will give you directions.
You’ll need to be able to transport your pet to Kilmarnock unless there are exceptional circumstances – the team at Vets Now will discuss this with you.
If your pet is seen at Vets Now their current clinical history will be sent to us promptly so that we can then liaise with you as necessary the following day. This means we know what treatment your pet has received and what the next steps should be so we are always kept in the loop.
We will ensure that your pet has appropriate follow-up treatment if this is necessary.
If your pet has been seen at Vets Now out of hours and is too poorly to move, they will be looked after in Kilmarnock until they are stable. If your pet is an in-patient at Crossriggs and is fit to move at the end of the working day, you may be asked to take them to Kilmarnock for overnight care. If your pet is hospitalised at Crossriggs and is not well enough to be moved they will be cared for at the practice here by one of our vets.
We’ve now been using Vets Now for a few weeks and so far we have felt that the daytime/night-time service has run quite seamlessly. Please let us know if you are experiencing any issues with the out of hours service and we will do all that we can to help
Coronavirus update 8th January 2021
Thank you all for your patience and understanding at this challenging time. We’ve now had further guidance from the RCVS and BVA about how we should be working during this national lockdown. We can continue to provide for animal welfare, as long as we do so in a way that minimises risk to ourselves and our clients and avoids the unnecessary transmission of coronavirus. We will still be working behind closed doors for this reason.
With that in mind, we will continue to triage all cases and see pets only when necessary to avoid pain and suffering and to prevent ongoing illness.
We will be doing puppy vaccines, kitten vaccines and first year boosters in order to protect your pets against disease.
It is safe to delay adult boosters by up to three months so we will be delaying some adult boosters that would be due around now.
We will consider requests for neutering on a case by case basis.
We will be continuing to carry out dental work where this is necessary.
If your pet is already booked in for a booster or for surgery over the next few weeks please attend your appointment unless we call you to rearrange.
We will not be seeing pets for non-urgent appointments such as microchipping, weight checks, pregnancy scans or nail trimming, unless there’s a real welfare need for this to happen during lockdown.
We will again be offering phone consultations where appropriate as this may be the safest way to support your pet while protecting human health. Please note that these are charged at our normal rates.
We will always see emergencies. For this reason please be patient if our appointments are running behind. We have to prioritise patients who are most in need of urgent care and sadly it’s not business as usual at the moment for any of us.
Stay safe everyone and best wishes from all the Crossriggs team
Important notice for clients
As most of you know, we have provided our own out of hours emergency service for many years. It’s a service that we have always valued and we know it’s a service that you love and cherish too. It does, however, take a heavy toll on our team and in recent years we have struggled to recruit and retain vets who are prepared to do out of hours work on top of the day job – understandably.
We must value human health as well as animal health and that means looking after our team. Iain simply cannot continue to be on call every night and every weekend as well as at work every day, it’s unsustainable. We will therefore be asking Vets Now to cover our out of hours emergency work from the start of 2021. This will include weeknights as well as weekends. They are a dedicated out of hours provider and have a team that are fresh for the night shift and not also working during the day.
We would like to thank you all for your continued understanding and hope that you will continue to support us in years to come. We remain one of very few independent family practices and feel we know you all so well. Please be assured that we are committed to providing the best service possible to you and if you have any questions please don’t hesitate to ask.
Just to let you know that we are not accepting new client registrations from today. We really want to look after our current clients and have been rather inundated with new registration requests lately! Please feel free to share.
🐾 Update 23rd September 🐾
We really miss having a blether with our lovely clients at the reception desk and long for the day when we can see everyone without the current worry and stress 😀
However, given the recent rise in covid infections and the latest government announcements about further restrictions we do not feel that this is this time to re-open our doors. We’ll be continuing as we are for the foreseeable future and this is likely to be for several months yet.
Please be assured that we are doing our utmost to maintain the best possible service that we can to our clients and their pets at the moment. You can help us out by making sure that you keep a 2m distance from our team outside the practice, letting us know if you can’t make your appointment time and giving us plenty of notice for repeat prescriptions (at least 2 working days). Our phones have been very busy and our vets have been working extremely hard; please be patient with our team who have been under a lot of pressure recently. Everything takes twice as long at the moment and we are very stretched.
Please also plan ahead. As we get into the colder months make sure that you are as comfortable as possible if waiting outside the practice while we see your pet. We know it’s not ideal when it’s rainy and cold but we need to try and keep everyone safe. We are lucky to have plentiful free car parking on our doorstep so please use this if you can.
Thank you so much to all of you for your understanding and to each and every person who has thanked us, left us a kind review or sent in a lovely card. We really appreciate it ☺️
Thanks for your ongoing patience as we try to catch up with boosters and other non-urgent appointments. Please be aware that there may be a wait for routine appointments at the moment and we are still triaging all other appointments so that we can prioritise pets who need to see us most urgently. Further info from the BVA below:
Update 3rd August 2020
Things haven’t changed much here at Crossriggs since our last update
. We still feel that the safest way of working is to continue to see pets in the practice and asking owners to wait outside. We know it’s a bit of a nuisance but we would hate to have to close unexpectedly. We’ll let you know as soon as we make any major changes but in the mean time thank you all so much for your patience and understanding during what continues to be a very uncertain time.
Update 4th June 2020
Here at Crossriggs we’re in the process of moving from providing essential veterinary care only towards providing a more normal range of veterinary services. Reducing the transmission of coronavirus is still the overriding priority and for this reason we will continue to minimise client contact by working from behind closed doors and maintaining a safe distance outside the practice building. We continue to follow the latest guidance from the RCVS and BVA and really appreciate your support and understanding during these unusual times! Please don’t hesitate to contact the practice if you are concerned about your pet’s health and we will do our best to help.
🐾 Cases will still be prioritised in order of clinical need
🐾 Phone triage and phone consultations will continue
🐾 Reduced office hours continue (8:30am – 5:30pm Monday – Friday, closed at weekends)
🐾 Out of hours service remains the same: our vets will answer the phone 24/7
🐾 We’ll be catching up with overdue boosters in order of priority and will contact you when we are able to offer your pet’s booster
🐾 Some neutering will go ahead based on clinical need
🐾 Repeat prescriptions can be collected safely from the practice as well as posted out
Finally, please let us know if anyone in your household is self-isolating due to Covid-19 and your animal needs veterinary care. You may need to arrange for someone else to transport your pet to the practice in order to protect our team.
Guidance from the RCVS
Our governing body has issued advice for clients to help you understand what we can and can’t do for your pets through this difficult time.
☎️ Phone consultations ☎️
Please be aware that there will be a charge for phone/video consultations with our vets. Our dedicated team are still here, still working hard and also still need to be paid! Thank you very much for your patience and understanding.
We’re proud to offer work experience placements to young people in our area and have enjoyed working with them all!
Petplan Awards 2020
We’re delighted to have been nominated in the Practice of the Year category! Thank you again to all of our clients for your ongoing support – you’re all fantastic!
Dog Blood Donors
Could you help with this? We’ve already had a great response to our appeal. Please let us know if you feel you could help with this life-saving work.
Virtual Practice Tours
In addition to ‘Meet the team Mondays’, Beth has been working hard on putting together a series of virtual tours on our Facebook page, called ‘Practice Tour Tuesdays’. You can also find these here.
We are now running puppy clinics with our veterinary nursing team, for puppies of any age. Please call the surgery for more details and to make an appointment.