Welcome

On behalf of the entire team at Pinewood Veterinary Practice we would like to extend a warm welcome to you and your beloved pet! We are thrilled that you have come to our website to consider our capability or chosen us to be your partner in providing the best possible care for your furry, feathered, scaled or shelled friend.

We understand that you may have questions about our practice and the services we offer. To help you get started, we have put together this welcome pack containing valuable information about our veterinary practice, as well as details on how to ensure your pet receives the highest quality care.

About Us:

We are dedicated to providing exceptional care for your beloved pets. At our practice, we believe that every animal deserves compassionate and comprehensive veterinary care tailored to their individual needs.

Our mission is simple: to promote the health and well-being of pets by delivering high-quality veterinary services with integrity, empathy, and professionalism. We understand the special bond you share with your pets, and we are committed to nurturing that bond through exceptional veterinary care.

At the heart of our practice are our core values:

Compassion: We treat every pet with the same level of care and compassion that we would want for our own animals. We understand that each pet is unique, and we strive to create a warm and welcoming environment where they feel safe and loved.

Excellence: We are committed to excellence in everything we do, from the quality of our medical care to the level of customer service we provide. Our team of highly skilled Veterinary Surgeons and nurses are dedicated to staying up to date with the latest advancements in veterinary medicine to ensure the best possible outcomes for your pet.

Integrity: We believe in honesty, transparency, and ethical conduct in all aspects of our practice. You can trust us to always provide honest recommendations and to work collaboratively with you to make informed decisions about your pet’s care.

Community: We are proud to be an integral part of our local community, and we are committed to giving back through outreach programs, educational initiatives, and support for animal welfare organisations.

Whether your pet needs routine wellness care, advanced diagnostics, surgery, or emergency treatment, you can trust Pinewood Veterinary Practice to provide them with the highest standard of care in a compassionate and supportive environment. Thank you for entrusting us with the health and well-being of your pet family members. We look forward to welcoming you to our practice and building a lifelong partnership in caring for your pets.

Opening Times

We strive to provide convenient access to veterinary care for you and your beloved pets. Our clinic is open during the following hours:

Monday to Friday:

• Chorley 8.00am 7.00pm
• Leyland 8.00am to 11.00am and 1.30pm to 6.30pm
• Coppull 8.00am 7.00pm

Saturday:

• Chorley 8.45am 1.00pm
• Leyland 1.00pm to 5.00pm
• Coppull 8.45am 12.00pm

Sunday:

• Chorley 10.00am 1.00pm
• Leyland Closed
• Coppull Closed

Please note that our clinic may be closed or have reduced hours on public holidays. For the most up-to-date information on our opening times, including any holiday closures, please contact us directly or visit our website.

Our Services

We offer a comprehensive range of veterinary services to meet the diverse needs of your beloved pets. Our team of skilled and compassionate veterinary surgeons, nurses and support staff are committed to providing high-quality care in a warm and welcoming environment. Here are some of the veterinary services we offer:

Wellness Examinations:

Routine wellness exams are essential for maintaining your pet’s overall health and detecting any potential issues early on. During these exams, we assess your pet’s overall health, perform vaccinations, and provide recommendations for preventive care.

Vaccinations and Preventive Care:

We offer a complete range of vaccinations to protect your pet against common infectious diseases. Our team will develop a personalised vaccination schedule based on your pet’s age, lifestyle, and risk factors.

Dental Care:

Good oral hygiene is vital for your pet’s overall health and well-being. We provide dental exams, cleanings, and extractions as needed to maintain your pet’s dental health.

Surgery:

Our state-of-the-art surgical suite allows us to perform a wide range of surgical procedures, from routine spay and neuter surgeries to more complex soft tissue and orthopaedic procedures.

Diagnostic Imaging:

We offer high quality diagnostic imaging services, including digital radiography (X-rays), ultrasound and endoscopy, to help diagnose and monitor your pet’s health conditions.

Laboratory Services:

Our in-house laboratory enables us to perform a variety of diagnostic tests, including bloodwork, urinalysis, faecal analysis, and cytology, with rapid results to aid in timely diagnosis and treatment.

Emergency and Urgent Care:

We understand that emergencies can happen at any time. Our clinic provides emergency and urgent care services during regular business hours, ensuring prompt attention and treatment for your pet in their time of need.

Chronic Disease Management:

For pets with chronic conditions such as diabetes, arthritis, or kidney disease, we offer comprehensive management plans to help improve their quality of life and manage their symptoms effectively.

Nutritional Counselling:

Proper nutrition is essential for your pet’s health and well-being. Our team provides personalised nutritional counselling and dietary recommendations to support your pet’s unique nutritional needs.

Behavioural Counselling:

We offer behavioural counselling and guidance to address common behaviour issues in pets, such as aggression, anxiety, and inappropriate elimination.

Senior Pet Care:

As pets age, their healthcare needs change. We offer specialised care for senior pets, including preventive screenings, pain management, and tailored treatment plans to support their health and comfort in their golden years.

We provide comprehensive, compassionate care for your pets at every stage of their lives. Whether your pet needs routine wellness care, advanced medical treatment, or emergency services, you can trust us to provide them with the highest standard of care.

We are dedicated to ensuring that your pet receives the highest standard of care, even during emergencies outside of our regular business hours. While we do not provide overnight care at our clinic, we have partnered with Hillcrest vets to ensure that your pet has access to emergency veterinary care and hospitalisation facilities when needed.

Hillcrest can be contacted on 01257 262448 and are located at Water Street, Chorley PR7 1EX. They will charge an emergency consultation fee for all out of hours visits. This fee covers the cost of the emergency veterinary team’s assessment and initial examination of your pet’s condition.

Meet Our Team:

Our team is comprised of dedicated professionals who share a passion for providing exceptional care to your beloved pets. With a wealth of experience, expertise, and compassion, we are committed to ensuring the health and well-being of every patient that walks through our doors. Get to know the members of our team:

Our Directors

Jerome Favier MRCVS and Andrea Spain RVN

Our Veterinary Surgeons

Tony Gilbert MRCVS, Markus Kutschera MRCVS, Holly Hooker MRCVS, Angela Spar MRCVS and Sophie Macintosh MRCVS

Our Veterinary Nurses

Laura Phillips RVN (Head Veterinary Nurse), Fiona McDonald RVN (Deputy Head Veterinary Nurse), Lesley Gordon RVN, Amy McGovarin RVN, Jess Howarth RVN, Jorden Eaton RVN, Sadia Urmarji RVN and Gail Slater RVN.

Our Support Staff

Lydia Cooke RVN (Practice Coordinator), Lauren Merrett (Animal Care Assistant), Sharon Seddon (Animal Care Assistant), Jackie Such (Head Receptionist), Paula Osborne (Receptionist), Kath Simpson (Receptionist), Yvonne Oldfield (Receptionist), Sandra Schofield (Receptionist), Jane Clayton (Receptionist), Julia Aspinall (Receptionist) and Erin Newman (Receptionist)

Appointment Information:

Booking an appointment at Pinewood Veterinary Practice is quick and easy. Here is a step-by-step guide on how to schedule an appointment for your pet:

Contact Information:

You can schedule an appointment by calling one of our clinics directly on

01257 276 517 Chorley

01772 455 287 Leyland

01257 367 550 Coppull

Our friendly receptionists will assist you in finding a suitable appointment time.

Appointment Times:

Consultations are available at

CHORLEY

Monday to Friday 8.30am to 10.30am and 4.00pm to 6.50pm

Saturday 9.00am to 11.50am

Sunday’s emergencies only

LEYLAND

Monday to Friday 8.30am to 10.00am and 3.30pm to 6.20pm

Saturdays 2.00pm to 4.00pm

COPPULL

Monday to Friday 8.30am to 10.00am and 3.30pm to 6.20pm

Saturdays 9.00 to 12.00pm

Appointment Confirmation:

Once your appointment is scheduled, you will receive a confirmation by email.

The confirmation will include the date, time, and location of your appointment, as well as any instructions or preparations you may need to make beforehand.

Reminders:

We understand that life gets busy, so we provide appointment reminders to help you keep track of your pet’s scheduled visit.

Arrival Time:

On the day of your appointment, please arrive a few minutes early to check in at the reception desk.

If you are a new client, please arrive a bit earlier to fill out any necessary paperwork that may be required.

Parking:

• Chorley: Free parking for 1 hour is available on the Queens Road Car Park adjacent to the practice (a ticket will be needed from the machine for this to apply). If a longer duration of parking is needed, this can be purchased from the machine.
• Leyland: There are a limited number of parking spaces right in front of the building.
• Coppull: There is free on street parking surrounding the practice.

During Your Appointment:

During your appointment, our Veterinary Surgeons will perform a thorough examination of your pet, address any concerns or questions you may have, and recommend any necessary treatments or follow-up care.

Payment and Insurance:

We are committed to providing high-quality veterinary care that is accessible and affordable for all pet owners. Our fee structure is transparent and reflective of the services we offer, the expertise of our staff, and the resources required to maintain a state-of-the-art facility. Here is an overview of our fee structure:

Examination Fees:

Our examination fees cover the cost of a comprehensive physical examination by one of our experienced veterinary surgeons. The fee may vary depending on the complexity of the examination and the time required.

Diagnostic Services:

Diagnostic services, including laboratory tests, imaging (X-rays, ultrasound), and other diagnostic procedures, are available to help diagnose and treat your pet’s medical conditions. The cost of these services will vary depending on the specific tests or procedures performed.

Surgical Procedures:

Surgical procedures, including spaying/neutering, soft tissue surgery, and orthopaedic surgery, are available at our clinic. The fee for surgical procedures includes anaesthesia, surgical supplies, and post-operative care.

Vaccinations and Preventive Care:

We offer a range of vaccinations and preventive care services to help keep your pet healthy and protected against common diseases. The cost of vaccinations and preventive care services will vary depending on the specific vaccines administered and any additional preventive measures recommended by our vets.

Medications and Treatments:

The cost of medications and treatments prescribed for your pet will vary depending on the type of medication, dosage, and duration of treatment. We strive to provide affordable options and may offer generic alternatives when available.

Written prescriptions:

Prescribing a medication is subject to many strict regulations and your veterinary surgeon may prescribe Prescription Only Medications (POMV-s) only for animals under their care. You may obtain POMV’s from your veterinary surgeon or you can ask for a written prescription and obtain these medications from another veterinary surgeon or a pharmacy. There may be situations where a written prescription is not appropriate, for example if your pet is an in-patient or the medication is needed immediately. You will be informed, on request, of the price of any medication that may be dispensed for your pet. Certain medications can have 3 months’ worth dispensed at a time, whereas for others we may only be able to do 28 days’ worth, in accordance with prescribing guidelines.

The fees for written prescriptions:

• 1^st Prescription: £28.85
• Repeat prescription: £17.53.
• Flea or worming medication prescription: £15.67

It is the general policy of this practice, to reassess a pet requiring repeat prescriptions every 6 months, but this may vary with individual circumstances and conditions. The standard charge for a medication review appointment is £36.50. Certain medications may also need blood work to be monitored.

Dental Services:

Dental cleanings, extractions, and other dental procedures are available to maintain your pet’s oral health. The cost of dental services will depend on the extent of the dental work required and any additional treatments recommended by our vets.

Estimates and Treatment Plans:

Before proceeding with any treatment or procedure, we will provide you with a detailed estimate of the anticipated costs. Our vets will also discuss treatment options and develop a customised treatment plan tailored to your pet’s needs and your budget.

Payment Options:

Payment for services rendered is typically due at the time of your appointment. We accept cash, and debit or credit cards. We accept pet insurance and can work with all insurance companies; we may be able to assist you with filing claims with your insurance provider. Doing this does take time and resources and therefore all claims via insurance policies will incur a charge. If you intend on using an insurance policy to pay for a service carried out by Pinewood Veterinary Practice, we ask that you inform us as soon as possible.

As a pet owner it is your full responsibility to ensure that prior to claiming on an insurance policy, you are certain that the policy covers the proposed claim. When claiming via an insurance policy, there are two types of claims.

An indirect claim: Under most circumstances you will be required to pay the total cost direct to Pinewood Veterinary Practice and then claim the amount back from your insurance provider.

A direct claim: In exceptional circumstances we can arrange to claim the amount from your insurer directly. The estimated amount must be over £300. Ideally a pre-authorisation is required from your insurance company prior to authorising a direct claim. Not all insurance providers offer this, so as an alternative you can provide your most recent insurance certificate for examination by Pinewood Veterinary Practice.

It is important to be aware that in both claim cases, it is the pet owner who is liable for the total cost. If, for whatever reason, the insurer does not make payment within the allocated time frame specified on the policy, Pinewood Veterinary Practice will contact you directly and request that you make the payment. Pinewood Veterinary practice has no relationship with pet insurers and therefore cannot oversee individual claim processes on behalf of clients.

If an animal receives regular treatment (e.g. monthly medication) and you wish to claim this amount via an insurance policy, there will be an administration fee for each individual claim. You also have the option to pay for long-term medication up front and later claim for several prescriptions in a single claim, which will reduce the cost of the admin fees. It is important when considering this option that you have contacted the insurer prior, to confirm if there is an expiry period on claims.

Pinewood Veterinary Practice cannot offer advice regarding an insurance policy you are considering purchasing, nor can we comment on an existing policy. If at any time you have any questions regarding insurance policies, we advise you contact the insurer directly.

At Pinewood Veterinary Practice, we believe that every pet deserves access to high-quality veterinary care. If you have any questions or concerns about our fee structure or payment options, please don’t hesitate to contact us.

Clinic Policies

We have established the following clinic policies to ensure the safety, comfort, and well-being of all our clients and patients. These policies reflect our values of compassion, integrity, and professionalism and are designed to maintain a positive experience for everyone who visits our clinic.

Appointment Scheduling:

We encourage clients to schedule appointments in advance to ensure timely access to veterinary care. Walk-in appointments may be accommodated based on availability, but scheduled appointments take priority.

Prescription Refills:

Prescription refills can be requested by contacting us on the phone or online via our website. We strive to process refill requests promptly, but please allow 48 hours for processing. Some medications may require authorisation from one of our vets. To ensure the safety and efficacy of your pet’s treatment plan, we will advise prescription rechecks are scheduled, these appointments are designed to monitor your pet’s response to medication, assess any changes in their condition, and adjust the treatment plan as necessary.

These appointments are essential for ensuring that your pet is receiving the appropriate medication at the correct dosage and that any potential side effects or complications are addressed promptly.

The frequency of prescription rechecks will vary depending on your pet’s specific medical condition, the type of medication prescribed, and their response to treatment.

Cancellation and No-Show Policy:

We understand that circumstances may arise that require you to cancel or reschedule your appointment. We kindly request that you provide at least 24 hours’ notice for cancellations. Failure to provide sufficient notice or repeated no-shows may result in a cancellation fee.

Payment and Financial Policy:

Payment is due at the time of service. We accept cash, credit, and debit cards.

If, for any reason, you are unable to pay for any services and/or products, please discuss the matter with a member of our team as soon as possible and before any treatment or services take place. If you can not pay for services and/or products after we have provided them, you will be requested to sign a client account form and provide proof of address. All outstanding amounts will be referred to a third-party debt recovery service within a maximum time limit of 30 days and further charges will be levied in respect of costs incurred in collecting the debt (such as court fees, phone calls, home visits, correspondence, production of reports etc.)

Home Visits:

We offer home visit services for clients who are unable to bring their pets to our clinic due to mobility issues, anxiety, or other special circumstances. Additional fees may apply for home visits, and service availability may be limited based on distance and staff availability.

Emergency Care:

In the event of a medical emergency during our regular business hours, please contact us immediately by phone.

Hillcrest Vets provide our out of hours emergency provision and can be contacted on 01257 262 448 during evenings, weekends, and holidays when our clinic is closed.

Patient and Client Confidentiality:

We prioritise the privacy and security of our clients’ personal information and medical records. We adhere to strict policies and procedures to ensure the confidentiality of client data while also providing clients with access to their pet’s medical records when needed.

We may collect personal information that you voluntarily provide to us when you register with us, express an interest in obtaining information about us or our products and services, when you participate in activities on the website, or otherwise contact us.

The personal information that we collect depends on the context of your interactions with us and the website, the choices you make, and the products and features you use. The personal information we collect may include the following:

• Personal Identifiable Information (PII): Name, email address, phone number, etc.
• Payment Information: Credit card details, billing address, etc.
• Usage Data: Information about how you use our website and services.

We understand the sensitive nature of client data and are committed to protecting it from unauthorised access, disclosure, or misuse. Our clinic complies with all applicable privacy laws and regulations to safeguard client confidentiality.

We use the information we collect in the following ways:

• To provide, operate, and maintain our website and services.
• To improve, personalise, and expand our website and services.
• To understand and analyse how you use our website and services.
• To develop new products, services, features, and functionality.
• To communicate with you, either directly or through one of our partners, including for customer service, to provide you with updates and other information relating to the website, and for marketing and promotional purposes.
• To process your transactions and manage your orders.
• To send you emails.
• To find and prevent fraud.
• To comply with legal obligations.
• Information Sharing and Disclosure

We may share your information with third parties in the following circumstances:

• Service Providers: We may share your information with third-party vendors, service providers, contractors, or agents who perform services for us or on our behalf and require access to such information to do that work. These services include payment processing, data analysis, email delivery, hosting services, customer service, and marketing efforts.
• Business Transfers: We may share or transfer your information in connection with, or during negotiations of, any merger, sale of company assets, financing, or acquisition of all or a portion of our business to another company.
• Third-Party Advertisers: We may use third-party advertising companies to serve ads when you visit our website. These companies may use information about your visits to our website and other websites that are contained in web cookies and other tracking technologies to provide advertisements about goods and services of interest to you.
• Affiliates: We may share your information with our affiliates, in which case we will require those affiliates to honour this Privacy Policy. Affiliates include our parent company and any subsidiaries, joint venture partners, or other companies that we control or that are under common control with us.
• Business Partners: We may share your information with our business partners to offer you certain products, services, or promotions.
• We may disclose your personal information for any other purpose with your consent.

Third-Party Services

Our website may contain links to third-party websites, products, and services. We do not control these third-party websites and are not responsible for their privacy policies or practices. We encourage you to review the privacy policy of any third party before disclosing your personal information.

Data Security

We use administrative, technical, and physical security measures to help protect your personal information. While we have taken reasonable steps to secure the personal information you provide to us, please be aware that despite our efforts, no security measures are perfect or impenetrable, and no method of data transmission can be guaranteed against any interception or other types of misuse.

Your Privacy Rights

The right to access – You have the right to request copies of your personal information.

The right to rectification – You have the right to request that we correct any information you believe is inaccurate or complete information you believe is incomplete.

The right to erasure – You have the right to request that we erase your personal information, under certain conditions.

The right to restrict processing – You have the right to request that we restrict the processing of your personal information, under certain conditions.

The right to object to processing – You have the right to object to our processing of your personal information, under certain conditions.

The right to data portability – You have the right to request that we transfer the data that we have collected to another organisation, or directly to you, under certain conditions.

To exercise these rights, please contact us at: admin@pinewoodvets.co.uk

Changes to This Privacy Policy

We may update our Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on this page. You are advised to review this Privacy Policy periodically for any changes. Changes to this Privacy Policy are effective when they are posted on this page.

Contact Us

If you have any questions about this Privacy Policy, please contact us at: admin@pinewoodvets.co.uk

Use of Client Data:

Client data, including personal information and medical records, is used solely for the purpose of providing veterinary care to our clients’ pets. We do not share or sell client data to third parties for marketing or other purposes without explicit consent.

Access to Medical Records:

Clients have the right to access their pet’s medical records upon request. We provide clients with copies of their pet’s medical records in a timely manner, typically within a reasonable time frame after the request is made.

Ownership of Records:

While clients have the right to access their pet’s medical records, it is important to note that the original medical records are owned by the veterinary clinic. Clients may request copies of their pet’s records for their personal use or to transfer to another veterinary provider.

Transfer of Records:

If a client chooses to transfer their pet’s care to another veterinary practice, we will facilitate the transfer of medical records upon request. We work to ensure a seamless transition of care and provide the receiving veterinary practice with all necessary information to continue treatment.

Second Opinions:

Where the practice is asked to provide a second opinion, we will always ask for the details of the client’s current veterinary practice, in order that we can request the animal’s medical history.

Referral:

If it is deemed necessary, with your permission, a patient may need to be referred to a specialist or to our out of hours provider for continued specialised care. Our team will arrange this referral and give you instructions on how and when this transfer or appointment will take place or how to make an appointment. Your communication data and pet’s medical history will be shared with the referral centre.

Consent for Data Use:

We obtain explicit consent from clients before using their data for any purpose beyond providing veterinary care. This includes obtaining consent for communication, marketing, or research purposes, if applicable.

Data Retention:

We retain client data and medical records for a specified period in accordance with legal requirements and industry standards. After the retention period has elapsed, we securely dispose of client data to ensure privacy and compliance.

Client Communication:

We communicate openly and transparently with clients about our policies and procedures regarding the use and access of their data. We value the trust our clients place in us and are committed to upholding the highest standards of data privacy and security. If you have any questions or would like to access your pet’s medical records, please do not hesitate to reach out to us.

Feedback and Communication:

We welcome feedback from our clients and strive to continuously improve our services. If you have any questions, concerns, or suggestions, please do not hesitate to reach out to us. Your input is invaluable to us.

Treating clients fairly is central to our ethos; we listen to feedback and value every opportunity to improve the service we provide. Rest assured that we take any concerns we receive seriously and will do our utmost to seek an acceptable and timely resolution for our clients.

We hope that you will be happy with the service we provide, but we accept that sometimes things don’t always go to plan. In the unfortunate event that you are not satisfied, we ask that you raise any concerns by speaking to the surgery you have been to first. It is often possible to resolve the issues you have more quickly this way.

However, if after speaking to the surgery your concern has still not been resolved you can submit your concern to one of our directors by email on jeromefavier@pinewoodvets.co.uk for us to investigate.

Please provide us with as much detail as possible, including times, dates, and names to help us with our investigation. Please be aware that if you wait a significant amount of time before making us aware of your concern, it may be more difficult for us to fully investigate the matter.

We aim to have investigated a concern within two weeks, however if it becomes apparent that this timescale cannot be met, we will be in touch to inform you.

If you are dissatisfied with the outcome of your complaint, you may appeal the decision. The concern will be passed to another member of staff with the same level of seniority where possible.

Regardless of who reviews the concern, the same objective and impartial approach will be taken. If the second member of staff disagrees with the original decision, it will be overturned, and a new resolution will be agreed. Alternatively, the original outcome will be upheld and will constitute our final decision. Please note that in this case, we will not consider further appeals.

We strive to always treat our clients and their animals with the utmost respect. We politely ask that in return, you treat all our staff in the same manner. Finally, we will remain open and honest about the findings that stem from your feedback.

By adhering to these clinic policies, we can maintain a safe, efficient, and positive environment for all our clients and patients. If you have any questions or require further clarification on any of our policies, please do not hesitate to contact us. Thank you for choosing Pinewood Veterinary Practice for your pet’s care.

Next Steps:

Schedule your pet’s first appointment with us today and experience the difference that compassionate, personalised veterinary care can make. We are committed to building a long-lasting relationship with you and your pet and look forward to being your trusted veterinary care provider. If you have any questions or need assistance, please do not hesitate to contact us.

Thank you for choosing Pinewood Veterinary Practice for your pet’s healthcare needs. We can’t wait to meet you and your beloved pet!

Best Wishes,

The Pinewood Team

 24 hour emergency cover available – Tel: 01257 276517

*When pre authorisation has been obtained from your Insurance company

See Terms of Business here