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COVID-19 (coronavirus) Update from Team Ralph

To safeguard our pet carers, team members, and fellow veterinary professionals during the COVID-19 (coronavirus) outbreak we have implemented a number of measures throughout our hospital. These measures will enable us to safely and effectively care for our patients.  

As further guidance is issued by the Government and medical authorities, these measures will be reviewed and updated by our dedicated COVID-19 Taskforce. 

At this time we are continuing with both routine and emergency appointments. All of our services are running as usual. 

For our pet carers: When you confirm an appointment with our Customer Care Team, they will ask you a number of questions relating to COVID-19 and your situation. The responses you provide will help us to implement any necessary measures, whilst ensuring we can safely care for your pet.

For our referring veterinary practices: We continue to be on hand for advice calls and email enquiries. Please call 01628 308330 or email heretohelp@theralph.vet  

Please read the full update below…

In these uncertain and anxious times, be safe and look out for one another. By working together as a community and extending a helping hand, we will see this outbreak through.

Take care,

Team Ralph 

 

Pet Carers

At this time we are continuing with both routine and emergency appointments. All of our services are running as usual. When you confirm an appointment with our Customer Care Team, they will ask you a number of questions relating to COVID-19 and your situation. The responses you provide will help us to implement any necessary measures, whilst ensuring we can safely care for your pet. 

 

I am currently self-isolating, will my appointment still go ahead? 

Yes, if you consider it important enough. If you are currently self-isolating we will ask if there is someone who can attend the appointment in your place. We will call you on the phone at the time of the consultation to take the history, discuss a management plan and get verbal consent. We ask that only one person attends the appointment if at all possible. Please pay close attention to the information included in your appointment confirmation email. 

If it is not possible to arrange someone to attend in your place, we kindly ask you to wait in your car during the appointment and to have a mobile phone with you so that our clinical team can consult with you remotely. A member of our clinical team will collect your pet from the car park. Further guidance based on your requirements and situation will be provided to you by our Customer Care Team when you confirm the appointment. 

 

I am not self-isolating but I am concerned about the risks of visiting a public place, what can I do?

If you are not self-isolating and would prefer not to enter the hospital, you can wait in your car during the appointment. Please let our Customer Care Team know that these are your intentions when you confirm the appointment or when you arrive at the hospital. A member of our clinical team will collect your pet from the car park. Please ensure you have a mobile phone with you so that our clinical team can consult with you remotely. Please pay close attention to the information included in your appointment confirmation email. 

 

What is The Ralph doing to safeguard our patients, pet carers and team during this time?

Our entrance doors will remain locked for the foreseeable future. This is to protect everyone who enters the hospital. When you arrive at the hospital you can talk to our Customer Care Team using the buzzer and telephone system. 

We have increased the cleaning efforts across the hospital, paying particular attention to touchpoints and areas of frequent traffic. 

Our team members will not shake your hand instead, they will greet you with a big smile! They may wear a face mask and protective clothing during your appointment. This is a precautionary measure and is not intended to alarm you.

Repeat prescriptions for our patients will be posted to pet carers, and should not be collected in person. 

If you have any questions regarding your appointment or prescriptions please call us on 01628 308330. 

 

What can I do to help?

We ask you to pay close attention to the Coronavirus Information Sheet sent to you when your appointment was confirmed by email.

Hand sanitisers are available in our Receptions and Waiting Rooms for you to use. Please disinfect your hands when you arrive and leave the hospital. 

We kindly ask you to distance yourself from Team Ralph members and other pet carers during your visit. The Waiting Room seats have been arranged to facilitate this. It is recommended to maintain a distance of 2 metres between you and others. 

 

Veterinary Professionals 

At this time we are continuing with both routine and emergency appointments. All of our services are available and running as usual. To make a referral please call 01628 308330, email heretohelp@theralph.vet or log-in to the referral portal (https://theralph.vet/refer). 

 

When is your next CPD event? 

Our monthly CPD events will be paused until further notice. You can watch video recordings and listen to audio from previous sessions via our website: https://theralph.vet/library-learning/

 

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