General Information

emergency service

General Information

Emergency Service
We provide a 24-hour emergency service. There is always a Vet and Veterinary Nurse on call 24 hours a day, 365 days a year. Out of Hours emergency calls are shared between our own Vets and Nurses and Pool House Veterinary Hospital (Fosseway Lane, Lichfield, WS13 8JY). Please ring the usual Grange Hill Veterinary Centre number if a vet is required out of hours, and an answer phone message will give the appropriate number to ring (which may be different each day). Our Vets and Veterinary Nurses work long hours during the day, so please only phone if you have a genuine emergency, in which case we are ready and willing to help.

Consultations are by appointment only: Mon-Fri, 8.40am-12.00 noon, 2.30pm-6.30pm and Sat, 9.00am-12 noon, 2.30pm-4.30pm.

Standard Appointments are for up to 10 minutes
One appointment per pet
A consultation fee is payable which is reduced for subsequent repeat consultations for a current condition. Consultations which take longer than the allotted time (20 or 30 minutes) may be charged at an extended consult fee rate.

Please note that a consultation fee for our professional time and the appointment slot taken is chargeable even when no further treatment is advised or medicines dispensed.

If you are unable to attend an appointment, please inform us as soon as possible so that we can offer it to another client. We reserve the right to charge clients if they fail to attend appointments without informing us.

In an emergency, we will always attend to your pet as soon as possible, but please ring the practice first so we know the nature of the problem and can be prepared for your arrival.

Home visits can be arranged where it is impossible for the owner to bring the pet to the practice. However, it is preferable to see your pet at the practice where we have all our facilities, equipment and staff. We cannot guarantee to be able to do home visits at short notice as the vet may be in the middle of a consulting session or surgery.


Payment of all fees is required at the time of treatment. This applies equally to insured and non-insured clients. Payment by cash, credit card and direct debit.
Settlement of outstanding payments
Our policy is for all accounts to be settled on the day. All outstanding fees may incur administration fees where bills have to be sent.

Veterinary fees do incur Value Added Tax (VAT) at the current rate.
 Fee Estimates for routine and non-routine surgery are given on request. All clients are encouraged to enquire about and discuss treatment costs. Our fees for surgical procedures generally include 2 post op checks free of charge; additional post-op checks may be charged for.
Out of hours fees
Consultation and Visit fees out of hours vary depending on the time of day or night. Please enquire re such fees as necessary. The fees charged will be those set by the practice attended (ourselves or Pool House Veterinary Hospital).
Members of our Pet Care Plan receive a 10% discount on consultations, medications, in-house surgery and treatments, excluding out of hours. The Pet Care Plan covers routine treatments such as boosters, worming, flea control and lifelong preventative healthcare with the convenience of simple monthly payments to spread the cost.
Our policy is for insured clients to pay as they go along, and then we will be happy to fill out the vet section on your claim form. We ask that you collect your forms and check them before you send to your insurance company. If it is an ongoing condition we can complete ongoing claim forms. Direct claims may only be authorised in exceptional circumstances and for single large claims.

Ownership of clinical records including radiographs

All clinical records including radiographs belong to Grange Hill Veterinary Centre.

In Patients
We do not currently have someone living in attendance at the surgery all night. Animals which are kept as in patients overnight, however, are monitored depending on clinical need. The attending vet will be happy to discuss the individual needs and costs for your pet. Our policy is to only keep pets in hospital when absolutely essential.

We really strive to provide the best possible attention that we as a practice can. If our efforts do not meet your satisfaction, please contact the practice to discuss, and we will endeavour to resolve your enquiry or problem. If the complaint is serious, please put the matter in writing addressed to Jeremy Wade, Practice Principal.

We welcome all feedback positive and negative as we aim to please and continue to improve our service to both pets and owners.
Click here for our full terms and conditions
* Prescriptions are available from this practice. You may obtain relevant veterinary medicinal products from your veterinary surgeon OR ask for a prescription and obtain these medicines from another veterinary surgeon or a pharmacy.

There is a charge for a written prescription, available on request Obtaining POM-V products without a prescription is illegal. Your veterinary surgeon may prescribe relevant veterinary medicinal products only following a clinical assessment of an animal under his or her care.

A prescription may not be appropriate if your animal is an in-patient or immediate treatment is necessary. You will be informed, on request, of the price of any medicine that may be prescribed for your animal.  

The general policy of this practice is to re-assess an animal requiring repeat prescriptions for supplies of relevant veterinary medicinal products every 3-6 months, but this may vary with individual circumstances.

The standard charge for a re-examination is available on request. Further information on the prices of medicines is available on request.
For friendly and expert advice on your pet's health, contact Grange Hill Veterinary Centre today.
01543 416 246
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