Meet The Team

Mercer and Hughes are an independent small animal veterinary practice with surgeries in Stansted Mountfitchet, Dunmow and Saffron Walden, covering Bishop’s Stortford and the surrounding areas. The modern hospital at our Saffron Walden practice provides 24 hour care to our in-patients, whilst day surgeries are carried out across all three of our branches. Home visits by a vet or vet nurse are also available by arrangement. All of our practices are accredited under the RCVS.

Our aim is to help keep your pet well and healthy at every life stage. To help support you we offer puppy socialisation classes, obesity and weight management clinics, flea and worming treatments, and senior wellness clinics. And of course our emergency vet service is on hand 24/7 should you need us.

We are also one of the few vet practices around to offer holistic animal therapies such as acupuncture and homeopathy alongside traditional veterinary treatments.

Mercer and Hughes Vets have been around for over 40 years, growing from a small rural practice and treating generations of pets. Clinical Directors Ilse, Stephen, Seamus and Becky, along with their team of amazing nurses, assistants, and receptionists, look forward to greeting you and your best friend(s!) soon.

Mercer and Hughes have three vet practices serving Hertfordshire, Essex, and parts of Cambridgeshire. Stansted and Great Dunmow provide day surgery and routine clinics, with our Veterinary Hospital in Saffron Walden offering 24 hour care 365 days a year. We also have a new practice opening in Bocking, near Braintree, in September 2019.

As emails are only checked intermittently throughout the day, we advise that all URGENT enquiries are phoned through to the veterinary surgery directly.

You are also able to book your vet appointment online.

We are closed on Bank Holidays, but still offer the Emergency Vet Service. Please click here if you require the EMERGENCY VET.

All information shared with us is used in accordance with our Privacy Policy.

Mercer and Hughes provides a 24 hour emergency vet service for all our small animal clients at our Saffron Walden vet hospital where staff are on site 24 hours a day, 7 days a week. Our emergency vet service is provided for registered clients at all of our branches.

Please note, there are no staff at our Great Dunmow and Stansted branches outside of our displayed opening hours.

In case of a Farm Animal Emergency you will need to contact Westpoint Vets – 01306 628489.

In case of an Equine Emergency contact;

• Great Dunmow and surrounding area  – The Acorns Veterinary Clinic –  07805 770726.
• Saffron Walden or Stansted area then please contact Rossdales on Herts Team – 01462 790221 or Newmarket Team 01638 663150.

All veterinary surgeons in the UK have a responsibility to provide 24- hour emergency first aid and pain relief to animals according to their skills and the specific situation. The Royal College of Veterinary Surgeons has recently updated its guidance on emergency care which has placed more emphasis on the owners’ legal responsibilities for their animals. In most cases the treatment of an animal will be able to be carried out most effectively by you bringing it to our Saffron Walden veterinary hospital, where we have all the equipment and facilities for emergency treatment.

The RCVS states;

“Owners are responsible for transporting their animals to a veterinary practice, including in emergency situations. The RCVS encourages owners to think about how they can do this and make plans before an emergency arises. Examples include their own transport, a family member, friend or neighbour’s transport, an animal ambulance or a taxi service that will transport animals.”

Will Brexit affect your pet passport? In short, the answer is probably, but how much is still uncertain.

Keep an eye on the latest government advice regarding if your pet passport will become invalid. The British Veterinary Association also has up-to-date advice regarding the developing situation.

We will keep this page updated as we learn more.

However, if you are planning to take your pet abroad after 31st March 2019 and have yet to arrange a Pet Passport, you should speak to your vet now. Current advice is to contact your vet at least 4 months before travel.

If you want to travel with your dog, cat or ferret and either re-enter the UK at a later date, then you will need to have a valid Pet Passport.

You will also require a Pet Passport if you are emigrating to an EU or non-EU listed country (a country with passport requirements).

Mercer and Hughes Pet Healthcare Plans, or PHPs, help you spread the cost of keeping your pet well and healthy. This is all about preventative pet healthcare, helping to keep your pet fitter and healthier (which will hopefully mean fewer trips to the vets!).

Pay monthly and save on average £53.40/year on your pet’s routine vet care, plus save 10% off all food and pet accessory purchases made in our vet surgeries.

Pet Healthcare Plans are not pet insurance –  we believe that prevention is better than cure rather than waiting until a pet is ill to put things right.

Old Age Pets, or OAPs, require a little more TLC than their younger animal friends. Our Senior Well Pet Club is designed to ensure your older pet is in good health.

If you would like to register as a new client, or add a new pet to your record, please fill in the Registration Form.

If you are looking to register for our new Bocking/Braintree surgery, then please click here to use an alternative form. Bocking is due to open in May 2019.

All information shared with us is used in accordance with our Privacy Policy.

Change of name or address? It’s easy to let us know by filling in the Client Update Form.

All information shared with us is used in accordance with our Privacy Policy.

I first started my nursing career at a charity hospital in 2009, then moved to a smaller clinic to start and complete my veterinary nursing qualification. I qualified in January 2017 and started working at Mercer and Hughes in May. I am keen on expanding my knowledge and continuing to learn more about the profession. I have 2 dogs, a rescue staffie cross called Jaybo and a long haired Chihuahua called Myla Moo – who rules the house! Outside of work I enjoy spending time with my family (especially the fluffy ones with 4 legs!), visiting new places across the world and making my new house a home!

I qualified as a Veterinary Nurse in 1997 and have worked in various practices including 12 years in a referral hospital. I joined Mercer and Hughes in 2010. My main interests are anything feline, particularly feline behaviour. I have completed the International Society Feline Medicine certificate in feline nursing and recently also the Advanced certificate in Feline Behaviour. I also have an interest in tortoises and organise our bi-annual tortoise events. I am also involved with the training of student veterinary nurses, having spent eleven years as a qualified NVQ assessor, and I am now one of Mercer and Hughes clinical coaches. In my spare time I enjoy travelling and have a very old tortoise and a cat called Millie-pig.

I have been with Mercer and Hughes since 2009, I have taken different roles within the nursing team over the years, these days I can mostly be found at our Stansted surgery and occasionally the Saffron Walden Hospital. In addition to the usual daily nursing activities I take a great interest in “small furries” and birds, but most of all rabbits. I’ve had rabbits myself for most of my life and enjoy helping the bunnies I see in practice. This isn’t to the exclusion of cats and dogs – I love them all! I live near Cambridge with my husband and our extensive family of pets – at weekends I can usually be found down the garden with our rabbits, chickens and ducks.

I have been nursing for 15 years and over this time I have worked in small animal practices and specialist referral centres. I enjoy all aspects of my role but especially surgical nursing, emergency and critical care. I joined Mercer and Hughes in 2016 as a Night RVN where I provide out of hours care to the patients in the hospital as well as assisting the vet with a variety of medical and surgical emergencies. At home I am kept busy with my four dogs, five cats and six rabbits!! I also enjoy attending agility classes with my youngest dog, Henry, going for walking holidays and playing the piano.

I have been for Mercer and Hughes for almost 3 years after qualifying as an RVN in 2014. When I left school I studied Animal Care, but then changed careers and became a mortgage advisor, working in London, before I started a family. I returned to the veterinary industry 10+ years ago and have never looked back! I joined Mercer and Hughes in June 2014 as a trainee veterinary nurse after completing the majority of my training at another practice, qualifying as an RVN in August 2015.  After working a combination of days and nights at both Dunmow and Saffron Walden I now work as the night nurse at the Saffron Walden hospital. At home I have three cats (Buzz, Phoebe and Tiger-Lily) and a crazy Boston terrier called Winston.

I am a Registered Veterinary nurse qualifying in October 2018. I am now enjoying my freedom following finishing my exams, I will soon be deciding on what I would like to continue learning about but outside of work, I enjoy spending time with my friends, family and rock climbing! I also have a collection of animals at home, including two dogs (a naughty Jack Russell called Poppy and a gorgeous Dachshund cross called Bruce) two cats (Max and Lilly), 2 chinchillas and a snake.

I joined Mercer and Hughes in January 2015 as a consult assistant and I am now a student veterinary nurse. I have always had a great interest in animals but this has grown stronger with my various work experiences. I have a particular interest in dogs and I am currently studying for a canine behaviour qualification alongside my nursing, and I also enjoy running the puppy parties at Saffron Walden. At home I have a variety of animals including a German shepherd Roxy, Staffie x Evie, Chihuahua x Yorkie Betty, Rabbit Lily, a hamster and several fish. In my spare time I like to spend time with friends, or training and walking the dogs.

I first started working for Mercer and Hughes in 2013 when I was lucky enough to get a placement for work experience. I then volunteered until the beginning of 2015 when I was offered a part time job as a consult assistant. I started my first year of training to be a veterinary nurse in December 2015. Since then I have been working in the practice and attending college one day a week. At home I have three dogs, one chinchilla, a gerbil and five cats, two of which I fostered from the practice. From a young age I have always aspired to work with animals and I one day hope to specialise in larger animals.

I joined Mercer and Hughes in June 2016 for my placement as part of my veterinary nursing degree. I was lucky enough to be given the opportunity to continue my studies as a first year diploma student which means I can learn on the job! I now attend college once a week and work the rest of the week at the practice. I am thoroughly enjoying all aspects of learning. In my spare time I enjoy spending time with my friends, family and my very vocal cat called Jane.

I first began working at the Saffron Walden branch in 2012 as a consult assistant and evening helper. I am now here as a degree placement student in my first year of studying to become a veterinary nurse at the Royal Veterinary College in London. I have a rescue cat from Mercer and Hughes, called Darcie, who is an amputee with 3 legs, and a new Rough Collie puppy called Ronnie. I spend my free time with my friends and family and drinking lots of tea!

I qualified from Cambridge University in 1989, started work at Mercer and Hughes straight away and have been here ever since! I became a partner in 1992 and Clinical Director in 2008. I have a special interest in pig medicine, dermatology and complementary therapies including homeopathy and acupuncture, gaining my diploma in veterinary Homeopathy in 2001. I’m also responsible for overseeing the veterinary nurse training in the practice. I feel extremely lucky to be doing a job with a great diversity that brings me into contact with a wide variety of people and animals on a daily basis.

I qualified in 1985 from University College Dublin, then worked in Ireland for the following two years.  I moved to the UK to work for the next four years in mixed practice at Kews in Harlow.

I came to Mercer and Hughes in 1991 and have been here since, now being one of the practice Clinical Directors.

I live in Essex with my wife and four children, and Caesar the Labrador Retriever.

Originally from Ireland I grew up on our family cattle and apple farm where I worked until graduating in veterinary in 1995  from University College Dublin. Since then I have worked in numerous large animal and companion animal practices, gaining invaluable experience and skills along the way before joining Mercer and Hughes in 2004 and becoming a Clinical Director in 2007.

These days I am mainly involved with companion animals but still deal with farm and equine cases. My main interest in veterinary is small animal surgery, in particular orthopaedics.

Outside of work I enjoy keeping fit with running and martial arts when not trying to learn Italian, entertain the kids or play with the cat.

 I graduated from the Royal Veterinary College in 2013, I briefly spent some time at a mixed animal practice in Bedfordshire before joining Mercer & Hughes in September 2013. I enjoy all aspects of practice, I have a particular interest in surgery.

In my spare time I enjoy playing netball and walking my Lurchers Toby & Pepper Pot. I  become a Clinical Director of the practice in September 2016. I am currently studying for a CertAVP and Certificate in veterinary business management.

Born, bred and educated in Cambridge, I qualified from Cambridge Veterinary School after a period of research in equine exercise physiology in Newmarket.

I worked in mixed practice initially in Bishop’s Stortford, then after having my two children nearer Cambridge.

I now enjoy working part time in Saffron Walden, giving me time to enjoy my horses and more travelling.

I graduated in 2004 from The Royal veterinary and Agricultural University, Copenhagen, Denmark. After graduating I came over to the UK and started working in a mixed practice in Hertfordshire, I worked there for almost 6 years in total. I have also had a three more short term jobs in Denmark. Two of those were also in mixed practice one was at a large stud farm.

Although I have been dealing with all kinds of animals my main interest is the small animals. I particularly enjoy surgery and I have recently done a course in ultrasounds scanning, an area I am interested in developing further. I joined the team at Mercer and Hughes in May 2011, and I am really enjoying working here.

Outside of work I spend time riding my horse Lady and walking my Jack Russell terrier Lily and my Lurcher Fern. I also like watching and photographing wildlife.

I graduated from the Royal Veterinary College London in 2014 after previously completing a Pharmacology degree at the University of Liverpool. I worked at a small animal practice in mid Essex before joining Mercer & Hughes in January 2015. I have a particular interest in small animal soft tissue surgery. In my spare time I enjoy walking my dogs and catching up with friends. I am currently studying for a certificate in small animal surgery.

I graduated in 2002 from Edinburgh University. Since graduation I have worked solely in small animal practice, including four years at a busy PDSA clinic and four at a referral hospital in Manchester. I have worked at Mercer and Hughes since 2012, following a relocation, with a couple of breaks for maternity leave and now work part time. My main interest is internal medicine, but I enjoy all aspects of general practice and meeting all your lovely pets. Outside of work the children keep me busy and we enjoy getting up to as many adventures as possible together before they start school.

Taking your cat to the vet can be a stressful experience – both for your cat and for you! To help make taking your cat to the vet less stressful we now offer Cat Only Clinics at our Saffron Walden surgery.

Both our Saffron Walden and Dunmow surgeries have separate cat waiting areas for all other appointment times.

Puppy Pre-School at Mercer and Hughes allows your new puppy to begin their puppy socialisation just 1 week after their first vaccination.

The first 12 weeks of a puppy’s life are crucial and the experiences they encounter have a huge impact on their later development. Puppy socialisation classes with our experienced veterinary nurses at Puppy Pre-School gives you the tools to train your puppy and give them the best start in life.

You may obtain veterinary prescription only medicines (POM-Vs) directly from your veterinary surgeon, or you may ask for a written prescription and obtain these medicines from another veterinary surgery or from a pharmacy that stocks veterinary medicines.

Ilse Pedler is a specialist in the complementary pet therapies homeopathy and acupuncture. Complementary pet therapies are gaining in popularity and are even covered by some pet insurance companies such as PetPlan.

Ilse qualified as a Veterinary Surgeon from Cambridge University in 1989 and started work at Mercer and Hughes soon afterwards, becoming a director in 1992. An interest in homeopathy saw her attending several day courses at the Royal London Homeopathic Hospital, which led to a 3 year Homeopathic Physicians Teaching Group Course for Veterinary Surgeons in Oxford. Ilse gained a diploma of Vet Homeopathy in November 2001 and has gone on to write many articles on complementary pet therapies for magazines and is an active member of the (BAHVS) British Association of Homeopathic Veterinary Surgeons.

Thank you for entrusting the care and attention of your pet to us. Some aspects of the terms may not be relevant to you. Please ask for further explanation / clarification if required.

Our Tortoise Information Evenings usually occur once or twice a year, pre and post hibernation, around March and October. They are designed to give you information on how to care for your pet tortoise at these crucial times, plus how to keep you pet tortoise healthy throughout the rest of the year.

Chat to other tortoise owners and our tortoise specialists vet Ilse and vet nurse Jackie.

Rather than running a post-hibernation evening this year, we are holding specialist tortoise hibernation checks with vet Ilse Pedler for £10 until the end of March 2019. Please call to arrange your appointment.

Tartar build up can cause bad breath and gum recession and if untreated can lead to painful tooth root abscesses and the loss of teeth.

Bacteria from infected gums can also be released into the blood stream and have serious effects on an animals internal organs and make them unwell.

Good teeth hygiene and regular dental checks can help to prevent this.

At Mercer and Hughes we prefer to use digital radiography over traditional X-Rays because Digital X-Rays are quicker. 

As a result your pet doesn’t have to be under sedation or general anaesthetic as long and they give a better image so we can detect problems more easily.

Whether you are looking for a new pet, want to know what to feed your rabbit or want to know more information about spaying your cat, our Vet Blog has a wealth of information to help you.

And don’t forget it’s also free to book in with the nurse if you would like some 1-2-1 advice.

Any animal can be microchipped from dogs, cats and ferrets to Llamas and tortoises!

Each species has a particular place where the microchip is implanted so everyone knows where to look for it (left hind leg of a tortoise, or the left neck under the mane of a horse, for example).

Your pet’s microchip is no bigger than a grain of rice and implantation is quick and usually painless.

Spaying or neutering the removal of the organs of reproduction. For females this means removal of ovaries and uterus and for males the removal of testicles.

An ultrasound examination is when soundwaves emitted from a probe placed against the skin pass through into the body and bounce back to the probe, forming an image on a computer screen.

The animal can have an ultrasound exam without being anaesthetised, although it may need mild sedation. The procedure is safe and non invasive, though the animal does have to have its fur clipped.

We perform most ultrasound scans in-house, although sometimes an animal may need to be referred.

Regular checks by a vet are recommended as they can help to detect any health issues at an early stage and therefore treatment can be started before a pet becomes unwell.

Many problems can only be detected by a vet such as heart murmurs or abdominal masses. If our observations suggest further investigation, blood tests can pick up problems that are not apparent on a physical exam such as liver, kidney, or thyroid issues.

Feel free to register with us at one of our surgeries in person, on the phone or via these contact forms.

We look forward to seeing you and your pet/s at Mercer and Hughes!

We have a number of visiting veterinary specialists at Mercer and Hughes. This means we can provide an expert service to our clients in the convenience of our surgery rather than you having to go to a referral centre.

Time flies by, and before you know it your new puppy or kitten will be 6 months old. Now is a really good time to book in for a free 6 month check with a nurse for advice on helping your pet into adulthood.

If you are on our Pet Healthcare Plan then you receive a 6 month check with a vet as part of your package.

Obesity is the most commonly seen issue in dogs and cats, and is a major welfare and health concern.  It is an increasing concern in “cage pets” such as rabbits and guinea pigs, who can suffer many of the same problems as a result of obesity.

If your pet is even slightly overweight, they may be more likely to develop a variety of other problems, including arthritis and other joint conditions, heart and breathing problems, diabetes mellitus, constipation, poor coat condition and skin infections.  

It has been shown that obesity decreases life expectancy, and it can cause an increased anaesthetic risk for any procedures they may have to undergo.

So you’ve picked up your new bundle of fluff – now what? Book in for a free check with a nurse who will give your new puppy or kitten a check over and advise you on how best to look after them. Though if you have any concerns about their health then you must book in with a vet instead.

It’s all about making their first visit to the vets fun and friendly and to get them used to coming into practice – plus we love to make a fuss of them too!

Simply call your local Mercer and Hughes reception and request your free new puppy or kitten check.

Our fantastic team of vet nurses offer free nurse appointments where you will only pay for any treatment you receive.

They offer a range of specialty clinics and can offer routine monthly support for your flea and worming treatments if you find them difficult to apply.

Nurse clinics are only suitable for well and healthy pets – if you feel your pet is unwell then please book in with one of our vets.

From routine annual boosters and general health checks to emergency visits, our team of vets are on hand to keep you pet fighting fit.

Contact your local Mercer and Hughes Veterinary Surgery to book your appointment.

Acupuncture is the practise of inserting fine, solid needles into the body for pain relief or, in some cases, to help the body deal with other diseases.

Acupuncture works through the nervous system. The needles block the pain messages and encourage the brain and central nervous system to produce more of the body’s natural painkillers. In conditions that are not painful, acupuncture may help to reset the body’s normal functioning.

Homeopathy is essentially a system of natural healing. Remedies, which are medicines based on animal, vegetable, or mineral substances, are given to help stimulate the body’s natural forces of recovery. Homeopathy concentrates on treating the person or animal as a whole rather than just the disease.

Homeopathy has been a concept since Hippocrates, but was really developed by Samuel Hahnemann, a German doctor in the 1800s. He discovered that substances that cause symptoms in healthy individuals can be used to cure those symptoms in an ill patient. This gives us the homeopathic principle of ‘Like Cures Like’.

Only a vet can legally treat animals with homeopathy.

Ilse Pedler, our Homeopathic vet, is now able to offer herbal treatments for your pet too. Herbal treatments come in the form of herbal teas or tinctures, and can also be made into ointments and salves. Different parts of the plants can be used to make herbal medicines.

We provide overnight hospitalisation and 24 hour care at our Saffron Walden surgery. With night nurses on site to looks after animals through the night, your pet is continually supervised. A vet is also on duty 24 hours a day and we provide an emergency vet service here also.

Our Saffron Walden surgery has been accredited with hospital status under the RCVS Practice Standards Scheme, with our other practices also accredited under the Small Animal Practice scheme.

To visit our Saffron Walden Veterinary Hospital, please contact us or call 01799 522 082.

Missed last year’s boosters? Need to restart your pet’s vaccinations? In January we offer a Vaccine Amnesty where you get the full vaccination course for the price of a single booster.

Offer ends 31st January 2019.

Vaccinations are recommenced to help prevent animals contracting the common infectious diseases relevant to their species. These diseases can be seriously detrimental to their health and sometimes fatal.

We routinely vaccinate dogs, cats, rabbits and ferrets.

Parasites can cause disease ranging from skin disease caused by fleas and mites to diarrhoea/vomiting, poor growth, anaemia and intestinal blockages caused by worms.

We offer a range of in-house diagnostic treatments, facilities and equipment across our various surgeries. This allows us to provide you and your pet with access to a wide range of treatments without the need to travel afar.

Are you moving away or changing vet surgeries? Let us know using the Moving Away Update Form below.

All information shared with us is used in accordance with our Privacy Policy.

All current job opportunities at Mercer and Hughes Vets will be detailed here, so keep checking back regularly.

Do you want see the same vet each time you visit?

Ask reception when you call and they can see if there is an available appointment with your chosen vet.

Please find below the vet rota for the upcoming weeks. Please note the rota is subject to  change at any time.

Our team of vets and vet nurses often run special information evenings and events for our clients. Check out our upcoming events here.

Introduction

Mercer and Hughes Ltd take your privacy very seriously. This Privacy Policy sets out how we use the data you provide via our website www.mercerandhughes.co.uk and by using our veterinary services at any of our surgeries. By using our services and providing us with your data, you are confirming that you are over 18 years of age.

Mercer and Hughes Ltd are the data controller, and may subsequently be referred to as ‘us’ ‘we’ and ‘our’ throughout this policy. Ilse Pedler has been appointed our Data Protection Manager (DPM), and if you have any questions regarding this policy then please contact her using the information below.

Contact Us

Mercer and Hughes Ltd

Devon Lodge

14 Radwinter Road

Saffron Walden

Essex

CB11 3JB

🕾  01799 522 082

🖅 enquiries@mercerandhughes.co.uk

Please address all enquiries regarding GDPR and the use of your data to Ilse Pedler.

Correcting Your Information

It is important that the information we hold on you is correct and up to date. Please use the forms on our website to amend your customer records, or email us at enquiries@mercerandhughes.co.uk

Complaints

If you feel you have any need to lodge a formal complaint about our processing of your data, please do get in touch with us first so that we can try to resolve it for you by contacting our DPM Ilse Pedler at enquiries@mercerandhughes.co.uk. However, you also have the right to complain to the Information Commissioner’s Office.

The Data We Hold On You

We hold some personal data about you to ensure that we are able to fulfil our duty of care to you and your pet. Personal data is classed as any information which may identify an individual, and does not include anonymised data. You may be interested to know that the data held on animals is not covered by GDPR.

Data About You

We need to know your full name and title (so that we know what to call you); your address ( so that we know where to send any bills or information, plus where to come if you need an emergency call out by our vet), your contact telephone number/s and/or email address (so that we can contact you with test results, send you important operation instructions, and treatment reminders); a record of the treatments, medications and services you have purchased from us (which, as well as forming important medical history for your pet, also allows us to keep track of your financial transactions with us). All of this comes under our contractual relationship with you, and we never ask you for more information than we need.

Data About Your Communication With Us

You can contact us, and we may contact you back, in many different ways – by phone, email, in writing, in person, by text, and via the contact forms on our website. Sometimes this is to answer your questions about various treatments, or to register a new pet or make changes to your customer record. Sometimes it is to do with insurance, or because we need to send you pre- and post-operative care information. We need to keep a record of this contact between us so that we can respond to you in good, timely fashion and answer your queries. It’s also pretty important in helping us identify any areas of legal dispute, and helping us to resolve them.

Data About How You Like To Be Contacted

We send routine information to our customers on a regular basis, including flea and worming treatment reminders, vaccination reminders, and appointment reminders, as part of our service to you, our customer. Sometimes we need to send pre-operative instructions as part of our duty of care to your pet. We also occasionally send out newsletters with invitations to our special pet care events, such as our Tortoise Evenings. You may prefer to receive these by text, email, or in writing. Or, you may prefer to not receive routine communications from us at all in these matters. So we keep a record of the information you want to receive, and how you like to receive it. Sometimes we use this information to decide on how best to contact our customers in the future.

Technical Data

If you are one of our customers who use our website and online booking facilities, we need to understand how these are working for you. We analyse this by looking at how you interact with them, what device you are using to use them via (eg phone or laptop), the links you like to click on, any referral links which send you to us, what pages you look at the most and how long you look at them for. This is achieved by the use of analytical cookies on our website. These cookies also sometimes track IP addresses, which are useful for us to understand where our website visitors are coming from. Being a local business, we want to make sure our local customers are finding us! We also need to take back-ups of our website, email, accounting, and booking systems to maintain security and ensure all the information we have is relevant and up-to-date. All of this information helps us to develop our business and ensure we are providing you with the services and information you require.

Sensitive Data

We do not collect any sensitive data about you.

How We Collect Your Data

You provide us with your relevant personal data when you register with us as a client. You may provide this information over the phone, by email, or via one of our online contact forms. We may also receive personal data about you when we request previous veterinary histories, which we need in order to provide the best care for your pet.

We may also collect technical personal data about you, such as via cookies on our website, analytical tools such as Google Analytics and Facebook marketing, both of which are based outside of the EU.

Why We Send You Information

Much of the information we send to you is relevant to our duty of care to your pet (which comes under either our legitimate interests or a contractual basis for processing your data). For instance, we believe that you would like to know when your pet is due their annual health check and booster, when their appointments are booked, and when their flea and worming treatment is due. This is especially the case if you are on our Pet Healthcare Plan, where you are paying a monthly Direct Debit to spread the cost of the routine care of your pet. You are paying for the treatments, so we feel obligated to tell you when you are due some more.

We also need to send you information when your pet is booked in for an operation or procedure (which is a contract between you and us), so that you know how to prepare your pet and look after them afterwards. This is crucial for the well-being of your pet and is part of our duty of care.

Of course, you can choose how to have this information sent to you, or opt out of receiving these routine communications if you wish.

Marketing Information

Assuming you have not since opted out of receiving marketing information from us, we may occasionally send you relevant marketing communications (our newsletter) which we hope you will find interesting and informative. This includes invitations to our special pet care events and annual vaccine amnesty programme.

We send these communications to our current customers and those who have used our services before, as allowed under the current PECR (Privacy and Electronic Communications Regulations). We also send them to those who have chosen to sign up to our marketing emails separately at events or via the website. You may choose to opt out of these communications at any time.

Oh, and we NEVER sell your information to third parties.

How to Opt Out

You can opt out of receiving marketing emails from us at any time by emailing us at enquiries@mercerandhughes.co.uk.

Opting out of marketing communications does not affect data collected via any financial transactions or treatments provided. We still have a right to contact you regarding the status of your account and to provide you with relevant information regarding your pet’s treatment as part of our duty of care.

Sharing Your Data

As part of the day to day running of our business, it is essential that we share your data to certain third parties. We ask them to only process your information as and when requested by us, according to our instructions, and in accordance with the law.

• IT and administration service providers (such as our accounts software, laboratory services, microchip providers, insurance companies, and specialist veterinary software)
• Our lawyers, auditors, banks, insurers, governing bodies, and other advising professionals (including other veterinary specialists we refer your pet to for treatment)
• Relevant government bodies whom we are required to report to by law
• Debt settlement agencies (based in the UK)
• Credit agencies (based in the UK)

Transfers of Your Data Outside of the EEA

Some of our service providers are based outside of the EEA (European Economic Area). The levels of protection offered in some of this countries are variable, and so the new GDPR laws have declared that data cannot be transferred outside of the EEA unless certain security measures are in place.

We will only transfer your personal data to service providers outside of the EEA who meet adequate security requirements, either set out by the European Commission or if they are part of the EU-US Privacy Shield.

If none of the above safeguards is available, we may request your explicit consent to the specific transfer. You will have the right to withdraw this consent at any time.

Your Legal Rights and The Right to be Forgotten

You have legal rights over your data. This includes the right to request access, correction, erasure, restriction, transfer, to object to processing, to portability of data and (where the lawful ground of processing is consent) to withdraw consent. If you wish to exercise any of the rights set out above, please email us at enquiries@mercerandhughes.co.uk.

You can see more about these rights at: https://ico.org.uk/for-organisations/guide-to-the-general-data-protection-regulation-gdpr/individual-rights/

A fee isn’t chargeable to process any of your legal rights over your data. However, we are entitled to charge a reasonable fee if your requests are repetitive, extreme, or unfounded. Alternatively, in these cases we have a right to refuse your request. We try to respond to all requests within 30 days.

We may also need to request further personal information from you in order to fulfil this request and to confirm your identity. This is to protect your data and ensure that no-one is given access to it without permission. This additional data will only be used to process your legal rights.

Data Retention

We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.

When deciding what the correct time is to keep the data for we look at its amount, nature and sensitivity, potential risk of harm from unauthorised use or disclosure, the processing purposes, if these can be achieved by other means and legal requirements.

For tax purposes the law requires us to keep basic information about our customers (including Contact, Identity, Financial and Transaction Data) for six years after they stop being customers.  

In some circumstances we may anonymise your personal data for research or statistical purposes in which case we may use this information indefinitely without further notice to you.

Links On Our Website

We cannot be held responsible for the security of any links you click on our website, which navigate you away to external sites. We suggest you read the Privacy Policy on each site you visit, whether linked to our site or not.

Cookies

We use cookies on our website in order to see how you use it, and to ensure that we are providing you with the services you require.

You can set your browser to block some or all cookies, though it can affect the functionality of the site if you do this.

You can find our more about the cookies we use at our Cookie Policy.

Choosing the right pet insurance can seem a bit of a minefield. It is your responsibility as a pet owner to make sure that, should your pet get ill or is involved in an accident, that you are able to provide the required veterinary care. For many owners, the only way to afford emergency or long-term medical care for their pet is with insurance.

Unfortunately, we often see owners who find out at the worst possible time that their insurance doesn’t cover everything they thought it did. So we would like to help you with choosing the right pet insurance, with help from the lovely people at the Association of British Insurers (the links on this page will take you to their website).

We always appreciate constructive feedback to ensure that we are offering you the best service possible. Please use the forms below to let us know of any comments you have about our veterinary surgeries and the services we offer.

We would really appreciate learning more about how you found your experience with us and your decisions for leaving.

All feedback is treated in confidence and in accordance with our privacy policy, and is used to help improve our services.

Are you a current client of ours? We would love to hear more about why you choose to use us, along with any other comments about things we could improve on.

All feedback received is treated in the strictest of confidence and in accordance with our privacy policy, and is used to improve our services.

Please use the following form to register for our new surgery opening in Bocking, Braintree, in late summer 2019.

Closer to our opening date, we will send you a voucher and welcome pack, plus details of our opening day.

All information you share with us is used in accordance with our Privacy Policy.

Here at Mercer and Hughes Veterinary Surgeons we pride ourselves on being an independent veterinary practice who put the care of our clients and their pets first and foremost.

As an independent local business word of mouth means everything, so we would like to thank our existing clients for helping to spread the word when they refer a friend to us via our ReFUR a Friend Scheme. As our existing client, you will receive a £10 credit on your account for every qualifying referral you make as a thank you, and your friend will benefit from a 10% New Client Discount Voucher (Ts and Cs apply).

• Puppy
• Small Dog > 10kg
• Medium Dog 10-20kg
• Large Dog 20-40kg
• Giant Dog 40+ kg
• Kitten
• Cat
• Rabbit

Interested in our Puppy Pre-School? Spaces are limited to just 5 puppies per class! Classes run over consecutive weeks. Contact your local Mercer and Hughes Veterinary Surgery to book (payment is required to secure your booking).

• Dunmow
• Starts 9th April for 2 consecutive weeks
• 7:30-8:30pm
• £15

• Stansted
• TBC
• 7pm start (runs for 60-90 minutes)
• £10

• Saffron Walden
• Starts 9th April for 3 consecutive weeks
• 7pm start (runs for 45-60 minutes)
• £15

We also run a Dental Month every September where you can bring your pet in for a free dental check with a nurse to see if they need a dental.

You then receive a discounted dental treatment if required.

• Check the list of approved countries on the DEFRA website (Department for Environment Food and Rural Affairs).

• Visit the UK Government website to check the latest Pet Passport requirements.

Some species such as cats, dogs, rabbits and ferrets, they require a yearly booster vaccination to help keep them protected from various, often fatal, illnesses.

Your pet’s vaccination appointment always comes with a comprehensive general health check to ensure they are in good health and help to spot any underlying conditions. Plus, if you are on the Pet Healthcare Plan, these are included!

This is a really good time to discuss any concerns you might have with your pet’s health.

Mercer and Hughes have always had close links with local referral centres including Dick White Referrals, The Queen’s Veterinary School Hospital in Cambridge, The Animal Health Trust in Newmarket, East of England Veterinary Specialists in Cambridge (run by Martin Owen and Mark Bush, who used to visit us here as orthopaedic specialists), and the Royal Veterinary College in London. This enables us to refer pets for specialist diagnosis and treatment should the need arise.

Local referral centres mean that you won’t have to travel great distances to get specialist treatment. However we can refer to wherever we think would provide the appropriate treatment.

Book your puppy or kitten 6 month check by calling reception. Alternatively, feel free to contact us for more details.

If you feel that there may be an underlying cause behind your pet’s weight gain (or even weight loss), than please book in to see one of our vets.

We can then diagnose and treat any underlying conditions and refer you to our free weight clinics with a qualified nurse if we feel it is needed.

Acupuncture is very safe, in the right hands. Legally it must be performed by a veterinary surgeon. There have been no official reports of problems in animals, but there are some in humans and these can usually be avoided with care and a good knowledge of anatomy.

There are a very few cases in which we would have to be very cautious about using acupuncture, but your veterinary acupuncturist can advise you of these.

Remedies may not be given as frequently as conventional medicines. 1-3 doses of a remedy may be sufficient to stimulate the body’s natural defences. The remedies come in tablet or liquid forms.

Once the symptoms have stopped it is important to stop the remedy, to continue the remedy too long may be harmful.

Exceptions to this are in chronic disease e.g. arthritis that may require ongoing treatment.

Advice is also given about diet and any additional supplements that may be considered necessary.

Ilse Pedler is our homeopathic vet. She gained her diploma in Vet Homeopathy in November 2001 and has just been elected Junior Vice President of the British Association of Homeopathic Veterinary Surgeons (BAHVS).

A homeopathy consult usually takes 40 – 50 minutes. Many questions are asked about the animal and its presenting problems, and also about it’s diet, environment and personality so an accurate picture can be built up. Then a remedy is selected that most fits that picture. Sometimes Ilse requires several days to ‘study the case’. The prescribed remedies can then be collected or posted to you.

Please contact us to arrange a telephone conversation with Ilse Pedler to discuss whether homeopathy may be suitable for your pet.

Your vet nurse is able to trim the claws of your pet cat or dog, but more exotic pets such as birds, reptiles, or amphibians, will need to be seen by a veterinary surgeon.

You may prefer to have your new puppy or kitten seen by a vet. This is particularly important if you feel they may be unwell or have an underlying condition.

They will perform a full general health check particularly checking for any obvious congenital defects such as heart murmurs or hernias. The vet is also the best person to check your pet’s vaccination status and the best vaccination course to follow.

Being able to run a multitude of tests on site means we are able to get quick results and support faster diagnosis. It is especially invaluable in emergency cases.

We offer a range of tests to diagnose specific medical conditions (such as thyroid problems and diabetes), to help in reproduction, or for general health monitoring.

Specifically we can test for:

• Haematology
• Biochemistry
• Electrolytes
• Canine pancreatic lipase
• Feline Thyroxine
• Feline Lipase
• Feline Immunodeficiency Virus (feline AIDS)
• Feline Leukaemia
• Phenobarbital
• Parvovirus
• Ovulation Tests
• Dermatological evaluations
• Microscopy
• Urinalysis
• Fungal Cultures
• Vaccine Titre Testing

As well as offering our clients 5 Weeks Free Insurance for puppies and kittens between 8 weeks and 18 months old, if you choose to take out a policy with them you can also benefit from;

• £25 cash back per year
• Multi-pet discount
• 2 months half price for every new policy
• Free access to Pet Health Helpline 24/7
• Non-cosmetic dental cover
• Plus a host of other optional benefits

Agria Pet Insurance pay 97% of all claims and their lifetime policies come with up to £12,500 vet fees cover each year.

Referral Terms
Only valid for new referrals that have not had an appointment with Mercer and Hughes Ltd in the last 3 years. Referrals can only be made by current active clients at the time of referral (clients that we have seen within the last 12 months), as the credit must be applied on their account. Referring person can benefit from multiple referral credits. £10 credit on account per qualified referral you make. No cash alternative. You will receive your £10 credit only after your referral has booked, attended, and paid for, an appointment with us. Unlimited number of referrals per client permitted. New client registrations must take place within 3 months of the referral email being sent, as otherwise the data will be lost in our routine data clear-outs.

New Client 10% Discount Terms
Only one 10% off new client discount per new referral. Not to be used in conjunction with any other offer. Valid against payable consultations only (free consultations and shop-only purchases are not applicable for this offer). Minimum spend £25.

This offer may be discontinued at any time.