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Vets FAQs

Book An Appointment


Learn more about how we're operating during this time.
Last updated 2nd February 2021.

Do I have to wear a face mask?
Yes, you must a mask at all times when you are in the surgery. Our staff in the public areas will be wearing a mask or a face shield, depending on what they are doing.
Will I be able to attend the surgery?
We are glad to say that we are now providing nearly our full range of services at our Baillieston and Sandyhills surgeries. Please phone beforehand to make an appointment – we are still operating a closed door policy. Once you arrive, phone on your mobile to let us know you are outside. We will then let you and your pet in. If you don’t have a mobile just chap the door.
Are there any changes to your payment methods?
Where possible we prefer clients pay using card as opposed to cash as this helps us further maintain social distancing.
I or someone in my household has COVID symptoms. Can I still attend my appointment?
If you or anyone in your household has Covid symptoms, please do not attend the surgery if you have an appointment, but inform us immediately. We can then make arrangements over the phone to address you pet’s needs.
Are you offering phone consultations?
We can offer telephone consultations with a vet or nurse if this is more appropriate to your situation. Please phone us to arrange the telephone appointment time making sure you will be available. There will be a charge for these appointments and any medication required. If you think it is appropriate to have photos of your pet’s condition seen by the vet, please make sure they are e mailed to us before the appointment time
Where will my pet be seen? Are both clinics open?
Because our Baillieston surgery has more space and capacity we will be using it more frequently for operations and diagnostics. Even though in the past you may have used our Sandyhills clinic, our reception staff may ask you to attend Baillieston instead. Be reassured it is the same vets, nurses and receptionists , that you will have seen at Sandyhills and will have all your pet’s notes .
What happens if I miss my appointment?
Missed appointments, including phone consultations, will incur a charge.
How does social distancing work at the clinics?
At Sandyhills we will only have one person in the waiting room at a time. At Baillieston we have more space and can have two people in at a time, but well separated. The vet or nurse will speak to you in the waiting room, then take your pet into the consulting room and we would ask you to wait there until they are finished. They will then return with your pet and discuss the treatment with you. In some circumstances they may require you to be with your pet in the consulting room, so please carefully follow their instructions on social distancing and covid safety.

We require that small dogs or puppies that are carried in people’s arms be placed in the open pet carrier we have placed in the waiting room, for transfer to the vet. This avoids our staff having to lift these small pets out of client’s arms and so maintain social distance for everyone.

Pet Emergencies

Find all the answers you need about emergencies or out-of-hours appointments.

Do I need to book/phone if there is an emergency?
If at all possible please phone to let us know what is happening rather than just turning up. By phoning we can have the necessary staff and facilities available for your arrival. A phone call helps us assess the nature of the emergency and allows our vets or nurses to speak to you directly and give you advice on what to do.
What if I have an emergency out of hours?
If you are unfortunate to have an emergency out of surgery hours, then still phone the clinic on the usual number. A recorded message will direct you to an out of hours emergency veterinary clinic where you can have your pet seen. Your pet will still remain registered with us. In the morning, the emergency clinic will pass on any history so that we can update our records.

About My Appointment

Information about booking, procedures and what to expect when visitng the vets.

Do I need to make an appointment?
Yes, for all non-emergency situations. Please phone one of our clinics and our reception staff will make all the necessary arrangements for you. Apart from your name and address, they will need to know which pet or pets you are bringing with you and for what reason. They need to know this so that they can allocate your appointment for the correct length of time and for the appropriate vet or nurse. They will also ask for or check your contact details such as mobile number and e-mail address, so that we can get in touch should we have to alter your appointment.
I don’t know what exactly is wrong with my pet – will the receptionist ask me?
They will ask, but we don’t expect a full diagnosis! Even a description as simple as “Just unwell”, “ not himself” or “scratching a lot” is sufficient, and can be a really big help to the vet to know what they are dealing with before you arrive. It may also help our staff prioritise your appointment “scratching his ears” is not as urgent as “collapsed while out for a walk”.
I want to bring two pets – do I need two separate appointments?
Just let us know , so we can allocate a double appointment.
Can I ask to see a specific vet or nurse?
Yes. When you phone for an appointment just ask the receptionist who you will be seeing. If you want to see a specific vet or nurse, simply ask to see that person. Vets and nurses vary which days they are consulting, so the receptionist will give you an appointment at an appropriate time. However, sometimes vets and nurses have other emergencies or situations to deal with, which means at the last minute they might not be able to see you. Our reception staff will advise you accordingly.
Can I ask to see a nurse?
Yes. Qualified veterinary nurses are highly trained and well placed to advise and deal with many of your pet’s problems. They can give advice on worming, buying a new pet, feeding, behavioural problems and nursing sick pets at home.
My pet gets really upset in the vets, will I have to hold them myself?
Our nurses are very capable at holding all sorts of animals. If you are worried just let us know. If there is something you know your pet doesn’t like or reacts badly to, please let us know before hand.
How long do appointments last?
Usually 10-15 minutes. Some procedures or investigations might take a bit longer. If your pet needs further investigations we might take it through to our kennels or treatment rooms, in which case you might be asked to have a seat in the waiting area or given a time to call back and collect.
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Costs & Insurance

Everything you need to know about out vet prices and pet insurance and general payment information.

Does my pet need to be insured?
No. Our charges are the same whether your pet is insured or not. If your pet is insured please let us know so we can advise you appropriately if you need to make a claim.
What is it going to cost?
Most procedures have a set price, so our receptionists can give you an indication of likely costs for such things as vaccinations, wormers and consultations. Our vets and nurses are more than willing to give you an estimate of likely costs, before you commit to further investigations, x-rays or operations. Usually a straightforward first consultation will cost in the region of £30 plus any drugs or medicines. Some procedures such as dentistry and investigative surgery are particularly difficult to estimate, as the extent of the problem can only be assessed during the procedure itself.
The vet asked to see my pet again, will I have to pay again?
Yes. Some conditions can be fixed with a single consultation, others require follow up consultations. The vet may want to see your pet again for numerous medical reasons e.g. To see if the treatment is working, to change the medicine or dose, or to do further tests. If this is the case, the vet or nurse will let you know at the end of the consultation if this is required, and when you should return. Some conditions might need to be seen again tomorrow, others in six months.
Do I have to pay at the time?
Yes. The vet or nurse will give you an indication of the cost and pass this through to the receptionist. She will prepare your bill and you can pay this on your way out. She will also book any further appointments for you.
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Registering & General FAQs

Find out about registering with a vet and other general information such as parking at our clinics.

What happens when I arrive?
Please report to the receptionist when you arrive, so we know you are there. The receptionist will check your details and make sure we have you and your pet’s details correct on our system. Even if you have several pets, each has its own separate medical record. Once booked in, the receptionist will let the vet know you have arrived.
What happens if I have not registered with a vet before?
The receptionist will take all your details and those of your pets and get you to sign a registration form.
I was registered with another vet before, how do I change?
All you need to do is tell the receptionist and she will take all your details and ask you to sign a registration form. We will then do all the rest, and request your pet’s details be sent to us from your previous vet. This ensures that we have your pet’s full medical history on our system.
The receptionist asked me to put my dog on the scales before I saw the vet. Why?
Just like people, pets gain & lose weight for various reasons – age, diet or illness. Dogs especially vary from Chihuahuas to Great Danes, so the vet needs to know what weight they are to work out things like drug dosages. Weight loss or gain can also be an indicator that something is not as it should be with your pet.
Will my pet be treated by a student?
Part of a vet’s training is to spend time working with vets in a clinic and this is important for them to develop not only their clinical skills, but also dealing with clients. We do sometimes have vet students, but they will never see or treat an animal without being under the direct one to one supervision of a qualified vet.
Is there parking at the clinics?
Yes. At our Sandyhills Veterinary Clinic in Shettleston Road there is usually plenty of on street parking just outside the surgery.
At our Baillieston Veterinary Clinic we have client parking spaces on site, or on the street.
Please park in the designated areas and respect other users of the car park.
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