The intent of the Access Policy Statement is to ensure accessibility for persons with disabilities by identifying, removing and preventing barriers that might interfere with their ability to obtain the goods and services provided by Derwent Valley Vets Ltd.

Derwent Valley Vets regards universal access to its goods and services to be a vital part of its business plan. Our aim is to adopt an inclusive approach, meeting the needs of as many customers as possible. We will try to find ways of providing access to our goods and services in the same way for as wide a range of customers as possible always acknowledging that there will be some circumstances where particular provision may have to be made for customers with certain disabilities.

Approach to the premises

The premises can be approached on foot using public pavements or can be visited by car. There are a number of car parking spaces provided for clients including a designated disabled space which is located closest to the front door.

Entry to the premises

We are limited in our provision of disabled access to the front of the practice by the premises’ Grade 2 listing which includes the front porch access which is stepped. Grab rails have been installed to the side of the entrance door to aid access however the front of the building is not accessible by wheelchair. In the event of a wheelchair user needing access to services within the building, access can be obtained through the clinical area to the rear of the property however due to the clinical nature of these areas prior arrangement will be required. Alternatives to entering the building such as home visits or team members coming into the parking area to discuss cases face to face are available where prior notice cannot be given.

Communication with team members

We will communicate with people with disabilities in ways that take into account their disability. We will train employees to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly. In addition, we will offer to communicate with customers by other means such as by PetsApp or by email if telephone communication is not suitable to their communication needs or is not available.

Serving of customers within the building

The floor area within the building is all at one level with a mild ramp between dog and cat waiting areas. There are no further steps to negotiate once inside.

There are two desks in the reception area available for clients to use. The desk to the rear of the reception area is lowered for better access and is in a quieter part of the waiting area. Hooks for dog leads are provided to aid clients whilst making appointments or paying.

Clients who find the waiting room noisy or stressful are always welcome to wait for an appointment in their car or in a consulting room where one is available.

Payments and appointments can be made over the phone or through PetsApp when waiting in the reception area is not possible.

Signage within the practice is in large clear lettering and plain English.

Consent form can be read to clients and are sent in advance for clients to read before attending an appointment for a routine operation or procedure.

Service animals are welcome within the premises.

Team Training

Derwent Valley Vets will provide training to employees who deal with the public. The format of the training given will be tailored to suit each person’s interactions with the public as applicable. Training will be provided to each person as soon as practical after being assigned the applicable duties. Training will also be provided on an ongoing basis in connection with changes to the policies, practices and procedures governing the provision of goods and services to persons with disabilities.