Client FAQs

Your vet may diagnose your pet with a complaint which needs assessment and treatment by a referral clinician who has further training in the relevant discipline. This requires you to take you pet to a referral centre, where the clinicians will use your vet's findings, your observations and a careful and thorough examination in order to diagnose what is wrong with your pet. A treatment plan will be made, and this may require further follow up visits to the referral centre, or your own vet may be able to continue treatment.

Your vet will need to contact us in order to organise a referral. Once this has happened we will phone you directly to organise a suitable appointment.

If your appointment is non-urgent we will send you a referral pack which includes details of your referral and a map. Alternatively you can download a map here or ask your vet for directions.

It is a good idea to allow at least 1 hour for the initial appointment. If the assessment will take longer than this we may ask you to leave your pet with us.

We will sometimes need to sedate or anaesthetise your pet so that we can carry out further assessment or surgery if required. Therefore, we recommend that your pet has no food after midnight but that water is available at all times

All current medication.
Letters, lab results and x-rays from your vet if necessary.
Any special food that you pet may require if staying in with us.
Please avoid bringing any toys or bedding as these increase cross-infection risks.

Please check with your insurance company as we are unable to guarantee that your pet is covered. If your animal is insured, please advise the receptionist of this fact. Your own vet will need to fill out an insurance claim form for their treatment. You will need to provide us with a separate claim form so that we can submit a claim form for our treatment. The amount owing is payable by yourself after consultations and after surgery. Please check with your insurance company where possible that they will cover the condition in case exclusions apply. Where necessary, we will prepare a pre-authorisation claim form to ensure that your pet is covered for the condition before expensive treatment is undertaken. In special circumstances, we will be able to put a pre-authorised claim to your insurance company as a direct claim. However, you need to tell us about this in advance as this normally takes 3-4 weeks and needs to be completed before any treatment begins.