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Clent Hills Vets COVID-19 Update

Amy Holloway

The ongoing situation regarding COVID-19 is impacting all of us and in this time of uncertainty, we wanted to reassure you that providing care for our clients and their pets remains our top priority. We understand this is a worrying time for many of you, please know that our team is working hard to support you.

Last updated: 06.04.20


*** SERVICE UPDATE 06.04.20 ***

Advice valid up to 13th April unless otherwise updates – this is correct at time of posting 06.04.20


Starting from Monday 6th April we are opening our Hagley practice for the collection of pre-ordered medications, flea & worm treatments, and food only – Monday to Friday 9am – 5pm.

Please email [email protected] or use our online repeat prescriptions form to order the items your pet needs. Upon receipt of your request, our team will contact you to arrange collection, or to let you know if your pet needs a consultation before the items can be dispensed.

Upon arrival to collect your goods, please:

  • call us on 01562 883621 to let us know you are here and then wait in your car/outside our practice.
  • remember to keep a 2-metre distance from our team and other clients.
  • do not turn up at our practice without having arranged a collection.

Essential & emergency pet care is still being carried out at our Bromsgrove practice only.


03.04.20 – To assist pet owners in Worcestershire whose usual veterinary clinics have temporarily closed to the Coronavirus outbreak, we are able to provide non-clients with emergency care, essential treatments and vaccination exceptions as listed below – all guidelines listed below should be followed. 




RCVS Guidance and BVA advice state: “It’s important to remember that the current lockdown period is for three weeks and for the vast majority of pet vaccinations it is not urgent for them to be carried out in that time period. Adult boosters can and must be postponed for now. The vast majority of primary vaccinations in puppies, kittens and other naïve animals should also be delayed in order to protect human health in relation to halting the spread of COVID-19.”


Until vaccinations can be given –

  • Non-vaccinated puppies (must have completed the initial course to be classed as vaccinated) should be kept within your home and garden
  • Kittens and other naive animals should be kept indoors


Exceptions where vaccination may be required:

  • Working dogs (some)
  • Disease outbreak situations
  • 2nd vaccinations to complete initial puppy & kitten courses (will be risk-assessed case by case in line with guidance on social distancing and biosecurity measures).

Please email [email protected] and our team will be able to assist you.




To order any of the below for your pets, please email [email protected] – we will let you know if your pet needs to have a telephone or physical examination before the items can be dispensed.

  • Food
  • Preventative healthcare products
  • Repeat prescriptions – can also be ordered via our website
  • Novel prescriptions (via remote or physical examination)

Collection or postage options will depend on the product(s) required. Our team will advise you when they have processed your order request. If you are advised to arrange a collection from our Bromsgrove practice, or Hagley practice, please let us know you have arrived, wait in your car/outside, and keep a 2-metre distance from our team and other pet owners. Thank you.



Further COVID-19 guidelines:


We are restricting our face-to-face services to essential & emergency veterinary care only.

Our Rubery veterinary practice and our Fitness & Rehab Centre are closed until further notice. 

Please be reassured, we are STILL here for you and we are offering telephone consults as an alternative to coming to the practice, and we will still see pets at our Bromsgrove practice for essential treatments and emergency care. You can collect pre-ordered medication, flea & worm treatments, and food from Bromsgrove.

From Monday 6th April you will also be able to collect pre-ordered medication, flea & worm treatments and food from our Hagley practice, Monday to Friday between 9am and 5pm.


  • To arrange a telephone consultation for essential treatment please email [email protected] and we can arrange this for you.
  • To order medication or a prescription, please email [email protected] or use our online form for repeats.
  • We cannot offer routine healthcare at this time including boosters, neutering, dentals, flea & worm checks, health checks etc, however, if you have a question regarding this, please email us and we will answer as soon as we are able to.
  • Please do not arrive at our Bromsgrove practice without an appointment or having pre-arranged collection of medication or a prescription, as we will not be able to see you.
  • We will not be able to offer online booking or pet registration at this time. 
  • We will only be able to register new pets that require emergency care, essential treatments and vaccination exceptions as listed above.
  • Until further notice, we will be postponing routine services such as boosters (see above information on vaccination exceptions), nails clips, weight checks, flea/worm consults & routine health checks.  
  • Post-op checks and follow-up examinations, including repeat prescription checks, may be conducted via telephone consultation where appropriate, and we may ask you to send us photos or videos if needed.
  • We will not be able to offer home visits.
  • If your pet is on ongoing medication or you have already ordered a prescription please email [email protected] to arrange collection. 
  • Should your pet be on regular medication we may be able to post medication to you for a postage fee. Email us for info
  • Our Out of Hours Emergency Pet Care service is still operating outside of our normal opening hours. Please call 01527 889810 if you need assistance and our team will advise you of the best course of action.
  • During normal practice hours our service prices will remain the same, and our Out of Hours Emergency Pet Care service prices apply at other times.
  • We can accept card payments only.
  • We regret that we are currently unable to offer our bereavement support service.
  • Information sent via our online forms for TLC Pet Club membership, pet blood donation, refer a friend scheme and booklet requests will not be processed from 23.03.20.





PLEASE ONLY CALL US if your pet is unwell, needs urgent medical attention or urgent medication, or to let us know you have arrived for your appointment / to collect pre-arranged medication.

What is currently classed as essential pet care during the Coronavirus crisis?

We are running on skeleton staff currently and need to ensure we are able to pick up all emergency calls. Please bear with us if our phones are busy, we may take longer than usual to answer.

You can also contact us by emailing [email protected] or by using Facebook messenger. To help us, please include your pet’s name, the surname on their account, and your enquiry. Do not post these details publicly on Facebook, please use the private message functionality.

We kindly ask you to be patient, we will reply as soon as we can.  



For support with fitness & rehab please email [email protected]

Advice for arthritic pets can also be found here –



We can offer a Telemedicine (telephone consultation) service for our clients, for essential treatments and for advice if your pet is unwell. Please email [email protected] to discuss appointment slots and payment options.



  1. If you are experiencing symptoms or are in self-isolation but your pet needs treatment, please either use our Telemedicine service or ask a family member or friend to bring them to us on your behalf.
  2. We will see your pet for a physical appointment without you the owner, or the person bringing your pet in, coming into our building. We request that only one symptom-free owner/person transports your pet to our practice.
  3. Please call us to let us know you have arrived for your appointment and then wait in your car. We will call and instruct you further once the vet is ready for your pet’s appointment.
  4. We can accept card payments only.




Learn what is currently classed as essential pet care during the Coronavirus crisis >

Support & tips to help you and your pet during this time >



  1. We’re advising staff to wash their hands regularly and thoroughly in-line with government guidelines.
  2. In-line with current government advice, we’re advising all our staff to self-isolate where required, to protect our clients when visiting us.
  3. We are also following government advice closely regarding pets – there is currently no evidence that companion animals/pets such as dogs and cats can be infected with Coronavirus. Keep up to date with official advice here >


Thank you for your support over the coming days and weeks. Please keep an eye on our website or follow us on Facebook for the latest updates.


infection prevention poster header for coronavirus

what we're doing in our practice for COVID-19
coronavirus tips to help prevent infection and save lives


Originally posted: 19.03.20

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