Covid-19 Practice Protocol

As the UK starts to come out of lockdown, it is now the right time for us to start transitioning towards the provision of a wider range of veterinary services, whilst continuing to work safely. This transition will take time and must be done in line with legislation and guidance, in the context of safe working practices, and in line with clinical and professional judgement and available resources, whilst remaining ALERT and limiting the number of social contacts made each day.

These new ways of working will need to be in place for the foreseeable future, as we all transition to the ‘new normal’. It is important to stress that this is not a return to our pre-coronavirus ‘business as usual’ ways of working. We all have a duty to prevent the spread of Covid-19 and reduce the risk of a second peak of infection.

Portland Vets’ protocols have been developed in line with current recommendations from RCVS, BVA and the Government. Over the coming days and weeks, we will be gradually increasing our capacity to see all pets that require veterinary attention, treatment and preventative health care. We will be working with you to follow the guidelines, and ensure that we minimise the risk of spreading Coronavirus infection. We will treat everyone the same, assuming that any of our team and clients could be infected, and have systems in place to keep us all safe.

Our East Grinstead surgery will return to normal working hours but, for a few weeks at least , a reduced veterinary team, so please bear with us if the phones are busy. The Horley Branch will continue to provide priority care by a small team, during the hours of 8.30am to 4.30pm (Mon-Fri) until the end of June. The Edenbridge branch will be open on reduced hours (Please call to find out daily times 01732 868680).

Patient care will be delivered through the following categories:

 REMOTELY – consultations by phone/video where appropriate, for shielding clients or when case load within the practice dictates.

 RISK/BENEFIT ASSESSED: cases requiring treatment (scheduled within a few days) by 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, including preventative medication i.e. Prinovox, Nexgard etc

Booster vaccination FAQs (1)


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.

We are now able to offer all vaccinations and boosters but these may be scheduled a week or two in advance whilst we catch up with all those overdue.

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.These include:

Neutering can now be scheduled for all pets, again booking a week or two in advance whilst we catch up. All other consultations e.g. 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.

Covid consult video

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. We will be allowing 2 clients in the building at any one time over the coming weeks. This will be phased in and clients will be advised when this is an option, and how we will be managing it.
  • Only one person to visit with pet where possible.
  • 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.
  • Repeat prescriptions, flea/worm treatment and diets to be collected from reception window. 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.
  • 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.

Portland Road Veterinary Surgery Vet Reviews


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

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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



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