Video Consultation Service

Video Consultation Service

Our Video Consultation Service allows our veterinary team to assist clients when we’re not able to provide care and treatment in the surgery.  This is particularly important during the current COVID-19 situation.  

Using a technology platform called Microsoft Teams, our clinicians can give advice, help monitor and update treatment for pets already under our care. In certain circumstances, we may be able to provide veterinary attention to new cases, where no other more suitable arrangements can be made.

How does it work?

Please contact our reception team and we can provide more detail about the service and discuss the best way to offer a consultation.

  1. Please call the practice on 01793 528341. Our receptionist will take some information and decide what is the best way to manage your request.
  2. A further telephone triage appointment with a nurse may be required
  3. We will agree a convenient time slot for your appointment and check your contact details. You will be asked to pay for the consultation at the time of booking; by paying for this you will have agreed to proceed with the consultation.
  4. Prior to any video or phone consultation we may ask you to send still or video images of your pet by e-mail (the address is provided in your invitation e-mail)
  5. You will receive an e-mail from the practice within an hour of your call. This will confirm the time of the appointment and the link to follow for the video consultation along with additional helpful information regarding setting things up at your end. A link at the bottom of this e-mail will take you to the consultation at the appointed time.
  6. If you have not received an e-mail after an hour of calling us please
    a) Check your “spam” e-mail folder
    b) Call us back if you still cannot locate it
  7. The video consultation will then take place as scheduled once you have joined via the link that is sent to you.

Following professional guidance from the Royal College of Veterinary Surgeons (RCVS)

To offer this service we have engaged with the RCVS on the current Medicines Act. In the circumstances of the coronavirus outbreak, some relaxation of these rules are permissible, such as when an owner must remain isolated at home or where treating a pet in practice is not practical and no reasonable alternative is available. Under these circumstances a video consultation may be appropriate.

Video Consultation Service terms and conditions

  1. Our vets will be able to give general advice, help monitor and update treatment for pets already under our care. We may be able to provide veterinary attention to new cases where no other more suitable arrangements can reasonably be made. Depending on the individual circumstance of any request – the final decision to conduct a video consultation will be made by the practice.
  2. The Video Consultation Service can only be booked once our team agree it is appropriate to do so. In the first instance you must call the practice, where the options available will be discussed with you. Any agreed video consultation must be pre-booked and is subject to availability.
  3. Fees will be charged in line with our standard consultation fee. Payment will be taken prior to the video consultation appointment with receipts sent via email or post. Payment for any further treatments or medication will be taken after the consultation. You will need to call the practice to agree how medication can be obtained (if posted, an additional delivery charge will apply – depending on the delivery service requested).
  4. The video consultation will take place using the technology platform Microsoft Teams. The Microsoft Teams app must be downloaded and installed prior to the consultation. Please note that use of the app is subject to your agreement to Microsoft’s terms and conditions. This app is currently free of charge (as of 23.03.20) – however please consult your app provider for the costs at the time of download. You will be responsible for all costs charged by your network provider relating to the use of this service.
  5. Use of this Video Consultation Service will be subject to our privacy policy which can be found at

In addition, our standard terms and conditions will apply. They can be found at

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Eastcott Veterinary Clinic & Hospital
Edison Business Park
Hindle Way, Off Dorcan Way

Telephone: 01793 528341 - select option 2