Late appointment protocol

We strive to provide exceptional customer service at The Pet Vet & The Vet, and our team will do whatever they can to make sure your pet can be seen at a time that suits you. Unfortunately, late arrivals can have an impact on subsequent appointments, affecting the smooth running of the surgery.

To minimise this risk, we advise all customers to arrive at least 5 minutes before their appointment to allow time to check in. You’ll also receive an appointment reminder ahead of your visit.

In the event you arrive late, we’ll endeavour to accommodate you as best as we can. For example, providing the opportunity to see another Vet if we have availability.

If this isn’t feasible or you don’t wish to change Vets, the following rules will apply:

Vaccine appointment

Less than 5 minutes late: You will still be seen in your allocated appointment time. However, the appointment will still finish on time.

Over 5 minutes late: The Vet will use their discretion as to whether the appointment will need rearranging, either on the same day (availability permitting) or to be re-booked for a different day.

Vet or Nurse consultation

Less than 7 minutes late: You will still be seen in your allocated appointment time. However, the appointment will still finish on time and a further appointment may be needed if there is additional work-up required.

Over 7 minutes late: The Vet will use their discretion as to whether the appointment will need rearranging, either on the same day (availability permitting) or to be re-booked for a different day.