Important Client Information

Dear Client,

The veterinary industry is currently experiencing challenges like never before. We feel that it is right to let you know about this situation so that we can all work together to ensure your pet continues to receive the veterinary care they need.

Pet ownership across the UK has increased by 3.2 million pets during the pandemic, but this coincides with a developing nationwide shortage of Veterinary Surgeons. This is a result of several factors including Brexit, Covid, travel restrictions and new rules governing locum employment now impacting on veterinary practices across the whole of the UK.

Our staff have worked tirelessly to help us manage our caseloads throughout the Covid pandemic, with many working additional hours and not taking time off. As we approach the holiday season, we know that we are facing a hard few months so we write to ask you to work with us as we try to maintain high levels of client care.

We have reluctantly made the decision not to accept new clients at some of our practices; this will help us to look after our existing clients.

If you require repeat prescriptions we now request that you please give us 4-5 days’ notice, to ensure that you will have a continuous supply of medication. This is especially important for medications treating heart conditions and epilepsy, or any other medications that we can only dispense 1 months’ supply at a time. .

Standard services may take longer so routine appointments for boosters etc may be delayed by a few weeks. We anticipate that there will be occasional days when there will not be a vet available at every single branch.

The expected rise in cases over the summer, combined with the continued need to self isolate when in close contact with confirmed cases has already had an impact on some practices ability to provide a service. We expect this to add further challenges to the availability of the services we can provide you with. Some practices may continue to operate a kerb side service and not allow clients into the waiting room or consult room depending upon their capacity and risk factors. We would ask that you respect these measures as a necessary precaution to reduce the risk of multiple team members needing to self isolate which could fully remove our service to you.

Please be assured that emergency care provision will not be affected, however you may be redirected to one of our sister practices for this service. Our first priority is always the wellbeing and care of your pets so any decisions we make to delay routine appointments will be based on our clinical judgement as veterinary professionals.

Our phone lines may be busier than usual but we kindly ask that you be understanding and respectful to our team if they cannot offer you a service as quickly as you are used to. The whole Willows/Charter team will do our best to  accommodate all of our clients’ needs at this challenging time, and your support and understanding will be greatly appreciated.

Yours Sincerely


Bruce Waddell BVMS MRCVS

Business Development Director

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