Sigmavet Out of Hours (OOH) & Emergency Service Policy

1. Purpose and Scope
Sigmavet is a first-opinion veterinary surgery, not an emergency veterinary hospital. This policy defines our out-of-hours provision, specifically distinguishing between our obligations to registered clients and non-registered owners, in strict accordance with RCVS Code of Professional Conduct guidelines.

2. Service Provision & Staffing Logistics

• On-Call Model: Our out-of-hours service operates on an on-call basis. The veterinary surgeon and veterinary nurse are not permanently on-site during closed hours, aside from cases when there are inpatients within the premises (details of this particular scenario are lower in this document).

• Response Time: Staff must travel from their homes to the surgery. Due to travel distance and traffic, the mobilization and arrival time for our team can take up to 45 minutes.

• Nearby Facilities: There are fully staffed, 24-hour emergency hospitals located approximately 30-40 minutes from our practice, like Vets Now Peterborough (32 Papyrus Rd, Peterborough PE4 5BH, Tel: 01733 601 514), with whom we have an ongoing contract should our 24/7 service be full or fail.

3. Policy for Registered Clients
We provide a 24/7 emergency service for animals currently registered with our practice.

• Triage: Registered clients calling the emergency line will be triaged by the on-call veterinary surgeon.

• Fees: Standard OOH fees apply.

• Referral: If a patient requires complex surgery, intensive care, or continuous monitoring beyond our facility's capabilities, we will stabilize the patient and refer them to a 24-hour emergency hospital.

4. Policy for Non-Registered Owners
We provide emergency care for non-registered animals, subject to capacity, clinical assessment, and specific surcharges.

Category A: Travelling / Holidaymakers / No Registered Vet

• Access: These owners may access our OOH service.

• Surcharge: A Non-Registered Patient Surcharge is applied in addition to the standard OOH fee.

• Triage: The on-call vet will triage these cases. If the animal's condition is critical and the up to 45-minute response time is detrimental, the vet may still advise the owner to proceed directly to a 24-hour staffed hospital if it is in the animal's best interest.

Category B: Owners Registered with Another Local Vet

• Primary Obligation: Owners registered with other local practices must be directed to contact their own vet first. Their own vet has a legal obligation (RCVS) to provide or contract emergency cover and holds the animal's clinical records.

• The "Safety Net" (RCVS 3.45): If the owner cannot contact their own vet, Sigmavet will accept the case strictly to prevent animal suffering. The Non-Registered Patient Surcharge will apply.

• Limitation of Care: For clients of other practices utilizing our safety net, our primary duty of care is immediate first aid and pain relief (stabilization). We may not be able to undertake complex diagnostics or non-life-saving surgeries for patients registered elsewhere. Once the patient is stabilized, the owner may be required to transfer the animal back to their registered veterinary practice (or their designated 24/7 provider) for ongoing care and hospitalization.

5. The "Strict Emergency" Protocol
In all cases (Registered or Non-Registered), if the on-call veterinary surgeon determines that the animal has an immediately life-threatening condition, AND the delay of up to 45 minutes for our staff to arrive is clinically more dangerous than the travel time to a staffed 24-hour hospital, the vet will advise the owner to proceed directly to a fully staffed hospital for immediate stabilization. This is a clinical decision made solely in the best interest of the animal's welfare.

Our primary designated emergency hospital for these critical, time-sensitive diversions is:
Vets Now Peterborough
32 Papyrus Rd, Peterborough PE4 5BH
Telephone: 01733 601 514

6. Inpatient Care & Nurse Presence

• Nurse On-Site: On occasions where a nurse is present on-site to monitor inpatients, the practice remains closed to the public.

• No Admittance: The nurse is strictly tasked with caring for admitted patients. For safety and legal reasons, the nurse cannot unlock the doors, admit new emergencies, or triage walk-ins without a veterinary surgeon present.

7. Signposting and Communication
Our telephony system is designed to filter calls to ensure owners reach the most appropriate care quickly:

• Option 1 (Registered Clients): Direct access to the on-call line with standard OOH fee and travel time disclaimers.

• Options 2 & 3 (Travelling / Not registered with any vets): Advised of the Non-Registered Patient Surcharge before connecting to the on-call line.

• Option 4 (Registered with Other Vets): Instructed to hang up and call their own vet, as their registered practice has a legal duty of care to provide a 24/7 service. To ensure animal welfare, the system provides a "safety net" instruction to redial and select Option 3 only if their own vet is completely unreachable and the animal requires immediate life-saving first aid.

  8. Intellectual Property & Non-Distribution
  This document and its contents are the intellectual property of Sigmavet. It is published solely for the purpose of informing our clients and the general public of our out-of-hours terms, conditions, and operational protocols. No part of this policy may be reproduced, distributed, copied, or adapted by any third party, including other veterinary practices or businesses, without the express written permission of Sigmavet management.