COVID-19 Update

To our Cranbrook and Polsloe Family

We all find ourselves working together to face this current crisis. As a family run business, our staff are our family and we have put in place rigorous protocols to ensure their safety at this time – just as a family should. You, our dearest clients are also our family and we believe that as long as we work together and all do our part, we can provide the best care possible for your pets as long as we are able to do so.

We’re making decisions and acting rapidly as we gain new facts and new guidelines are put into place. 

Our hearts go out to all of those who find themselves deeply affected by these events and we have heartfelt gratitude to the healthcare workers and all of those on the frontline working to contain the virus.

Our part – what are we doing? 

Infection control

  • Cleanliness/infection control is a priority in veterinary practice life under normal circumstances. However, we have increased our disinfection protocol in the public areas (reception and consult rooms). We now use the ‘highly infectious/high level disinfection’ protocol advice from our infection control suppliers (including increased the frequency of fumigation of public areas) . 


  • Broad spectrum hand sanitisers are available in reception for public use and the public wash areas have disinfectant hand wash (used throughout the practice) and hand washing advice. 

Appointment changes

  • We have postponed all non essential nurse appointments (such as wellness assessments) and puppy classes for the foreseeable future. We have staggered nurse laser clinics so that they are run outside consulting hours. These measures will reduce the amount of people gathering in reception and allow for social distancing.


  • We are only running one ‘stream’ of appointments at any one time. Again, this ensures less people  gathering in the waiting room and will allow us time to disinfect consult rooms between each client.


  • Our staff are kept up to date on a daily (sometimes hourly) rate, as we learn more about about the circumstances we find ourselves in.

Guidance for our clients/ What can you do to help?


  • If you are at all worried about attending appointments or you are confused whether an appointment is necessary, please phone the practice and we will work through any issues with you, so that together, we can make the best decision for your pet. 


  • Please phone to cancel appointments or discuss possible alternatives if you are showing any symptoms. Please consult the following website for guidance.


  • If you would like to rearrange or postpone any vaccination appointments please phone the practice and we can guide you/advise you on how long these can safely be delayed. 


  • Please make sure if you are attending an appointment or visiting the practice you use the hand gel sanitiser on reception or disinfectant soap in the public wash area before and after seeing the vet.

Within the practice

  • Where possible, please use the contactless card facilities or use hand gel sanitiser before touching the keypads. 


  • If it is convenient for your family, we ask that one person or family member per pet attends any appointments. We fully understand this may not always be possible.


  • If you are self isolating please contact us so that we can make a plan to provide care and medication for your animal. Again, we are a family and we will guide you and help you the best we can.


  • If you are at all worried about coming into the practice, please call us from your car to let us know that you have arrived and we can collect your animal for you or dispense medication. 

Care for staff members


  • While all staff on duty remain healthy, we do have some Veterinary staff who need to be extra vigilant during these times due to conditions that make them more vulnerable than most (at the time being they have not been told to self isolate and continue to provide care when they can). Because of this,  you may notice that nursing staff will take a full clinical history and your pet may be seen in by the Vet in the prep area. This will minimise unnecessary contact while providing care for your pet. If we work together to provide a safe environment, they can continue to provide care as long as they are able to.


We have seen sensible and proactive behaviour in both clients and staff, which is heartwarming, but no great surprise, we have believed for quite some time we have the best of the best. We are particularly proud of our nursing staff who have been positive and adaptable and taken to our new policies with great ease and dedication, thank you.  

During these times we must all remember to be patient, compassionate and kind towards one another. We have seen such amazing acts of positivity and kindness throughout the community. May we all support and protect one another. 

Please visit our news page frequently for updates on any changes to our normal routine, practice protocols or for any advice. Again, these are uncertain times and we may have to make further changes depending on the guidance available.