Covid-19 Practice Protocol

It has now been confirmed (23rd March) that the whole of the UK is entering the next stage of the Coronavirus phased response plan. In line with government guidelines we should STAY AT HOME unless absolutely necessary.

This Portland Vets protocol has been developed in line with current recommendations from RCVS, BVA and the Government. We feel it is inappropriate for us to encourage our clients to the leave the house except in cases where your pet is ill or in pain.

We will be postponing routine healthcare for all patients.

Portland Vets will continue to provide care for patients where it is required to avoid unnecessary suffering for these animals.

Our East Grinstead Branch will be providing priority care 24 hours a day 7 days a week throughout this crisis with a much reduced veterinary team. Horley will continue to provide priority care but with reduced hours and team, 8.30am to 4.30pm. Edenbridge will be closed for 3 weeks.

Patient care will be delivered through the following categories:

 REMOTELY – routine healthcare that can be postponed or provided by phone/video.

 RISK/BENEFIT ASSESSED: cases requiring scheduled (within a few days) attendance at the practice.

 URGENT/EMERGENCY – cases requiring immediate (same day) attendance at the clinic.

telemedicine client help sheet


Cases in this category are safe to not be seen until services return to normal.

· This category covers routine healthcare where the patient is well or does not run the risk of compromised welfare by not attending the practice for three weeks, including preventative healthcare prescriptions i.e. Prinovox, Nexgard etc

For example: vaccinations, neutering, weight clinics, routine nail clips, puppy and kitten clinics.

All vaccines will be postponed until the government restrictions are lifted. If you have a kitten, please keep them safe indoors until we can resume vaccinations and perform neutering. If you have a puppy, you can toilet train outside if you are careful where you go, ideally staying within your own garden. Avoid areas of high dog population and where rats frequent. Rabbits should be kept indoors, or at least minimise the risk by reducing the number of flies ie frequent cleaning out.

Adult cats that have been regularly vaccinated can wait a short period before they receive their booster vaccination. Adult dogs can also wait and most components of the vaccination are only routinely given every three years. Leptospirosis vaccine is given yearly, so not receiving the booster can increase their risk of contracting the disease. Please avoid walking your dogs in rat infested areas, such as farm land, and stagnant water.

Portland Vets have negotiated with the vaccine companies and will be able to offer an amnesty when we can return to normal service. This means that should you have to start your pets vaccine course again, you will have to pay no more than the cost of a booster.


Cases in this category need to be seen within the risk assessed time frame.

 This category covers routine healthcare where the patient’s welfare may be compromised by not attending for a short period of time.

These include:

  1. 6-month prescription checks. A phone consultation will be performed (£39.50) we can then dispense 1-month medication at a time including written prescriptions.
  2. Other consults – anal glands, post op checks etc. will be assessed on a case by case basis.


Cases in this category need to be seen the same day.

 This category covers all non-routine healthcare where the patient’s welfare will be compromised by not being seen by a vet.

Always telephone the practice in the first instance, do NOT come to the practice before speaking to a Portland team member on the phone.


What we are asking our clients to do to protect the Portland Vets team and other visitors:

  • REFRAIN FROM ENTERING THE PRACTICE. The reception door will be locked, so please inform us of your arrival by calling 01342 327799.
  • Bring cats, rabbits and other small pets in a freshly cleaned secure basket, that can be placed on the ground.
  • Ensure dogs are wearing a well fitting collar or harness and a lead, ideally of a type that can be briefly tied up.
  • Stay away from the surgery if you have had a fever or cough in the last seven days or a member of your household has displayed symptoms in the last fourteen days, ie you should be self-isolating under current guidelines.
  • Wait for repeat prescriptions, flea/worm treatment and diets to be delivered direct to your car in the car park. Please announce your arrival by calling 01342 327799 or text on the number given at the time of ordering. Payment will be taken in advance over the phone.
  • Maintain a two metre distance from team members at all times. For this reason, information on your pet’s health will be taken by telephone and animals will be examined by the vet in the consultation room as you wait in the car park.
  • Inform us if you or someone you live with is feeling unwell.

What the Portland Vets team will do to protect themselves and their clients:

  • Enforce social distancing by conducting all conversations via telephone.
  • Ensure that pets are handed over to a Portland Team member while maintaining a two metre safe distance.
  • Take animals inside for treatment without their owners and return them to the car park.
  • Clean all high contact areas hourly with virucidal cleaner.
  • Provide hand sanitizer.
  • NO home visits – if a client is unable to bring their pet in and requests a house visit, they will be asked to find a friend or neighbour who can help.
  • NO nurse appointments.
  • Stop routine procedures. Some may be permitted on animal welfare grounds as a risk/benefit basis. Please see list above.
  • Ensure staff self-isolate for seven days if they display symptoms or fourteen days if they live with an affected person.

With government recommendations constantly changing we will update accordingly, so please do keep checking here and our social media platforms to remain informed of our protocols. We hope that everyone stays safe and well, whilst we continue to work hard to provide health care for all of your pets.

Please read this if you are concerned about your pet and Coronavirus.


Simply the best .... I've been going here since they opened (wellover a decade) as we moved to the area at a similar time as they opened. I'm very fussy and this bunch are fantastic. I'll always be biased with regards to Jenny Christopherson as she was the first vet we trusted. I don't like getting to know new vets but Portland hire well. With any new member of staff anywhere there's a beginning where they're finding their feet and are a bit green. But here you can always ask for another vet you know if your bothered by that. Love their Edenbridge site too, is very calm.
East Grinstead site receptionists shouldn't be overlooked, simply amazing! A fabulous team who are more than the job title for sure! - Oct 2016

Nicola Board November 3, 2016

<< Prev
Next >>



Keeping your pet fit and healthy is the cornerstone of our caring practice. It is ultimately what we all want for our pets! We are your A-Z provider of health care. Read more for details of Pet Health Plans and all we can do to maintain your pet in tip top shape!

Read more


When your pet is ill it can be a very worrying time. Our Practice is able to offer you and your pet an extremely high level of both expertise and facilities. Our vets have been chosen for their compassion as well as their considerable skills and will always be happy to discuss diagnostic and treatment plans. Add in our  our 24 hour onsite Veterinary Care (Mon-Fri) and your pets are in safe and caring hands!  Our facilities include

Read more


Providing our clients with a 24 hour emergency service is part of our dedicated promise to you and your pet.  Our hospital care is outstanding with a qualified  Veterinary Surgeon or Veterinary Nurse caring for their hospitalised patients all night.

If you have an emergency requiring medical attention outside of working hours please initially call the surgery on 01342 327799.

Read more


With town centre location, and client parking whilst visiting the practice.

Recent Social Media Posts

Our Practice

Our Mission Statement

Portland Vets is a family-owned, independent, small animal veterinary practice that offers the highest standards of patient and client care.

We provide tailored, individual care to each of our patients by

  • Having skilled and experienced clinical staff with up to date knowledge and varied areas of interest
  • Prioritising preventative healthcare and animal wellbeing
  • Investing in modern equipment and facilities
  • Offering a wide range of treatment options

We meet the needs of our clients by

  • Providing excellent customer service
  • Holding consultations by appointment throughout the day
  • Being transparent with our fees
  • Creating an open, friendly atmosphere that enables effective communication



Take a visual tour around our fabulous practice see “behind the scenes” and our team at work.