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	We are privately owned. We do not believe in becoming part of a large corporate chain and thus we do not have a large board of directors nor do we have shareholders to provide for.

	We do not pay our staff commission.  All our staff are paid a set salary.  We strongly believe that it is inherently wrong to pay staff based on turnover/sales in the veterinary profession.  This means that any decisions made by our vets/staff are based on clinical judgement rather than price/cost.

	We are based from a single surgery.  By not having branches, we do not have to “dilute” our staff or expertise between locations.

	We currently employ eight fully qualified veterinary nurses. Our training nurses are always supervised either by a veterinary surgeon or a fully qualified veterinary nurse.  As we are only based from one surgery - there is always a number of people available for backup/support in case if need.

	We do not employ new/recent veterinary graduates.  All of our veterinary surgeons have at least TEN years experience of working in small animal practice.

	We our open about our fees. Our charges reflect the standard of care that we offer you and your pet.  You can be reassured that:

-	All our invoices are itemised, allowing you see exactly what you are paying for. There are no hidden charges.

-	Our staff will always try and give you an estimate of potential costs.

-	We do not operate “loss-leaders”. All of our prices reflect the time, materials, equipment, staffing and skill involved and thus are priced accordingly.

	We are open about our treatment options. Not all illnesses/diseases/injuries are straight forward and have a set treatment plan.  Often there are a number of different options available and these can vary in terms of:

-	Cost of treatment

-	Prognosis of treatment/likelihood of successful treatment

-	Side effects of treatment

-	Possible complications

-	Availability

	We strongly recommend insurance for your pet.  However when we complete an insurance claim, the vet is signing a legal document and thus to knowingly enter incorrect information is seen as fraud. Any action that is deemed as fraudulent would result in instant dismissal.

	We are RCVS (Royal College of Veterinary Surgeons) accredited.  This means we have undergone rigorous inspection to ensure that we exceed minimum standards for a Tier 2 Small Animal Surgery.  (Find out more about what this means)

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We run our own 24hr emergency service and hospitalise all sick animals on site. Clients, whose pet’s are registered at our practice, are not expected to use special “emergency-centres” for care of their animals outside of normal opening hours. Staffed by our own vets/nurses we look after your animal ourselves, in our own surgery.

	We encourage a trust relationship. We hope that you are able to build up a relationship with all the staff at our practice.  We aim to provide an honest and compassionate service and would hope that you feel you can ask any question of our staff at any time.

	We are happy to show you around “behind-the-scenes”. We are very proud of our surgery and its facilities.  If you would like to be shown around the surgery so you can see how it works, we are more than happy to oblige.