Ipswich Veterinary Practice
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01473 333677
24 Hour Emergency

A Lifetime of Care

Customer Charter

Ipswich Vet Practice Charter
Customer Charter
Orwell Veterinary Group is committed to providing outstanding customer service to our clients and premium veterinary care for their pets. In order to achieve this we have established a customer charter which sets out our promises to you:

A professional relationship based on compassion, understanding and trust
We will repay the trust you have placed in us to care for your pet by always greeting you and your pet with a smile. We will actively work to develop a close relationship with you and your pet in order to understand your needs and expectations so that they can be met.

Clinical Excellence through training and investment
Through our continual investment in staff training , facilities and equipment you can expect that your pet will always be cared for by staff who are highly motivated, and appropriately equipped and trained.

Simple, Clear Communication and Listening
As well as caring for your pet as if it were our own, we recognize we must care for you by keeping you informed and updated about all aspects of your pets care. Therefore we will speak to you in plain English and ensure that you understand. We will listen to any concerns you have about your pet and encourage feedback to help us improve our service to you.

A lifetime of Care at Our RCVS Accredited 24 Hr Hospital
24/7 you will have access to our own dedicated and approachable staff at our modern, clean, safe and accessible veterinary hospital. A staff member is always on site to care for in-patients and one of our vets is always available for our clients day or night.

Honesty and Transparency
We will always give you our honest opinion concerning your pets health and welfare so that you can make fully informed decisions about your pets care. We welcome your full involvement in your pets care and would encourage you to ask questions. We will discuss treatment options and costs with you and would welcome your input in those discussions. We will always give you / offer you an estimate for proposed work.

Value for money
We recognize that caring for your pet can be costly particularly with unexpected illness. We will work with you to provide a level of service that is appropriate and suits your pets needs and your budget.

In return we appreciate:
Courtesy and respect to all staff members
Patience and understanding concerning delays caused when dealing with emergencies
Consideration for our safety when handling your pet
Your full engagement when discussing treatment options and associated costs so we can understand how to meet your needs
Prompt payment at the time of treatment or upon discharge of your pet

Why Choose Orwell Vets

10 Reasons To Choose Orwell Vets
to Care for Your Companion

24 Hour Emergency Service

We provide a 24 hour 365 days per year emergency service in conjunction with Vets Now:
  • We are available and fully staffed to deal with emergencies during our normal opening hours
  • We have extended our opening hours to allow clients to be seen after work on weekdays and at weekends
  • A member of our staff is on site 24/7, 365 days/year to care for all in patients with the support and back up one of our vets
  • We have partnered with Vets Now at Melton to provide overnight emergency cover
  • Staff at Vets Now are dedicated emergency vets with specific training and experience with emergency medicine and surgery
  • Vets Now staff are working a specific night shift. They are awake and ready for your call
  • A member of our staff is available to speak to Vets Now with details of your pets clinical history if required
  • We will liaise with Vets Now regarding any ongoing treatment and we will collect your pet from Vets Now, if required, to continue his / her treatment and care

We believe that partnering with Vets Now for overnight emergency cover allows us to provide the best possible emergency service using dedicated emergency vets.

Customer Service

Friendly, welcoming, and experienced staff - we understand you and your pets needs
Continuity of Care - see the vet of your choice
Customer Feedback - we value your feedback and listen to your comments to improve our service
Sympathetic, caring and professional - we treat you and your pet with the sensitivity and professionalism you deserve

Clinical Services

We provide a full range of clinical services you would expect from a Tier Three Hospital Practice
  • On Site Laboratory for immediate test results - haematology, biochemistry, cytology
  • Specialist External Laboratory with courier service for next day results
  • Internal Medicine (Certificate Holder)
  • Surgery - soft tissue and orthopaedics ( Certificate Holder)
  • Dentistry - Descaling, polishing and extractions
  • Dermatology - skin disease
  • Endocrinology - hormone disease
  • Gastroenterology - Digestive disease
  • Oncology - cancer diagnosis and treatment
  • Neurology - brain and spinal disease
  • Opthalmology - eye disease
  • Bronchoscopy - airway disease diagnosis
  • Urology - bladder and kidney disorders
  • Radiography suite to image your pets body
  • Ultrasonography to image your pets body
  • Cardiology - heart disease
  • Behaviour Therapy
  • Physiotherapy
  • Intensive Care - we have the facilities to care for and treat critically ill patients
  • Infectious Diseases - isolation ward
  • Euthanasia and Crematoria
  • Pet Bereavement Support
  • House Visits
  • Immediate access to specialist referral facilities

Part of Independent Vetcare

Orwell Vet Group has joined Independent Vetcare
  • It remains Locally and Independently managed by Charles and James Bagnall
  • Improved access to Professional Development and Training
  • Improved investment in equipment and facilities
  • Central administration allows us to spend more time doing what matters - looking after our clients and patients

Value For Money

We aim to provide a top class level of service to care for your pet at a price that's fair. We have not set out to be the cheapest vet practice rather a vet practice providing gold standard care for your pet at a fair price. If you do get a cheaper quote for a procedure or service please do speak to us first so that you are sure you are comparing like for like - if something is cheap it is usually for a reason. We don't compete on price rather service and quality.
We have many initiatives aimed at providing top class pet healthcare that is affordable to all

Preventative HealthCare and Retail

Orwell vets should be seen as a one stop shop for your pets. As well as providing a gold standard clinical service for your pets we also provide all the services and products your pet needs from preventative healthcare such as flea and worm control, vaccination, nail clipping etc In addition we have a physical and online pet shop that retails everything you could want for your pet at very competitive prices

Nurse Clinics
  • Weight Clinics
  • Ageing Pets
  • Breeding Advice
  • Dental Checks
  • Dietary Advice
  • Flea Control
  • Worming
  • Puppy Parties and Socialisation
  • Nail clipping
  • Grooming
  • Microchipping
  • Behavioural Advice
  • Health checks
Miscellaneous Services
  • Neutering - Speying and Castration
  • Vaccination
  • Pets Passports
  • Exotic Pet Treatment
  • Pre pet purchase advice
  • Perfect Pet Care Pet Shop providing all your pets needs
  • Online pet shop selling all your pets needs at great prices
  • Pet Crematoria


Multi-Site veterinary group covering all of Ipswich - you are never more than a few minutes away from Orwell Vets
Free Parking at all our surgeries
Disabled Access
Extended weekday opening hours - appointments available throughout the day until 6.30 pm at all surgeries, and now until 8pm at Grange Farm
Open Saturday until 5pm and Sunday 9am to midday at Grange Farm - we know many clients with busy lives find it difficult to get away from work so we are open longer
In Patient Visiting - visit your pet in hospital
Nurse Appointments - available throughout the day at Grange Farm and Berners Street

Facilities and Equipment

As a Tier Three RCVS approved and inspected veterinary hospital we have all the latest equipment and facilities to care for your pet. No other practice in Ipswich has attained this standard.
  • Consulting Rooms
  • Separate dog and cat waiting areas
  • Pharmacy
  • Fully equipped laboratory
  • Isolation ward
  • Intensive care ward
  • Two sterile operating theatres with strict asepsis protocols
  • Separate dental suite
  • Imaging suite with digital xrays and ultrasound
  • Spacious dog kennels
  • Separate cat ward
  • Secure exercise area for dogs
  • Endoscopy
  • Bronchoscopy
  • Blood pressure monitoring
  • Pulse oximetry
  • Capnography
  • Tonopen
  • Electrocardiography
  • Electrocautery
  • AO ASIF internal fixation
  • TTA surgery
  • Infusion pumps and syringe drivers
  • Neonatal incubator
  • Staff On-Site 24/7

Excellent Staff

  • We employ staff that love pets
  • All our vets and nurses undergo performance reviews and continual clinical and professional development. This development extends well beyond the minimum recommended by the RCVS
  • We only employ motivated and dedicated staff that share our vision:

A Lifetime of Care

Setting New Standards

As a practice we are always striving to develop the service we offer - clinical and customer
  • As a tier 3 Veterinary Hospital we monitor clinical governance - we have protocols in place to monitor the outcome of clinical procedures so that we can improve our service and clinical outcomes. There is no other tier three vet hospital in Ipswich.
  • We actively seek customer feedback so we can better understand the needs of our clients and their pets
  • With a large team of clinicians undergoing more than the minimum recommended ongoing training we are always up to date with the latest techniques and best practice
  • Our vets meet monthly to share clinical outcomes, new techniques and treatments
  • All our vets work is monitored by senior staff and they are closely mentored for their 1st year at Orwell Vet Group and beyond.

We continually strive to provide the best level of 1st opinion care that we believe is as good as you will get anywhere
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Berners House
56 Berners Street
Ipswich IP1 3LU
Tel 01473 257557

Stutton Surgery
2 Manningtree Road
Stutton IP9 2SW
Tel 01473 257557

Perfect PetCare
Nacton Road
Ipswich IP3 9QJ
Tel 01473 720632

Grange Farm Hospital
Hartree Way, Grange Farm
Kesgrave IP5 2BZ
Tel 01473 333677

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Ipswich Vets Dog

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A Lifetime of Care