Before your appointment our reception staff will give you the cost of the first consultation and a guide to the cost of any further tests likely to be carried out on the same day (based on the information given by your vet). Apart from the consultation you will incur no charges until the specialist has jointly agreed a diagnostic and treatment plan with you. After their examination at the first consultation your pet’s specialist will give you a full written estimate for the tests and treatment plan they have agreed with you. However this is an estimate only, not a quotation. As in human medicine, the unexpected can happen and your pet’s condition may change. If the needs of the patient demand tests or treatments over and above the agreed estimate we will ask for your approval before proceeding.
You will need to check with your insurance company about your level of cover, any exclusions you may have and what excess you will need to pay. We will do our best to help with this process, but insurance companies often prefer to deal with the policyholder. Any shortfall in the cost of treatment which is not covered by your insurance company will be payable to us by you.
Sadly, sometimes a pet cannot survive its illness or injury and passes away, or for its quality of life is put to sleep. We realise how upsetting the loss of a pet is and we make every effort to make it as painless as possible for you and your pet. We will consult you before any decision is made to put your pet to sleep and, except for exceptional circumstances causing excessive suffering, are happy for you to attend if you wish. We aim to support you through the turmoil of emotions created by losing a much loved pet and are pleased to help deal with any questions of concerns you might have. We can also advise on cremation services if required.
When we discharge your pet we will contact your vet with an interim report within two hours to bring them up to speed immediately and a full written report will be provided within 48 hours. You will receive a call either from ourselves or from your referring vet a week later to check how your pet is faring.
We cater for all sorts of temperaments and have several different wards. We would house your pet where it wouldn’t be disturbed. Likewise some animals prefer human company and we have kennels situated where they can see activity going on around them. We constantly monitor our patients and would rectify the situation immediately if any animal showed any signs of distress. We care for each animal’s individual needs.
For many procedures, your specialist will provide you with medications to give your pet at home before being admitted into the hospital. Please make sure that you give these medications as directed and bring them in with you when your pet is admitted, if you have any difficulty please call us for advice. If your pet is currently receiving medication at home please bring it with you to the first consultation in case they have to stay. This is especially important if your pet is a diabetic and on insulin therapy. Some dogs will have preferences about where they will go to the toilet and we always try to meet this need. Please do tell us if your pet requires certain commands or conditions to encourage them to empty their bladder and bowels. It can be very useful for us to know what your pet normally eats, how much, how often and at what time of day you feed them, particularly if they are diabetic. This helps us when feeding them as it minimises any change to their routine. Please tell us if your pet has any special dietary requirements, if so, it would be wise to bring some of their usual food with them.
To provide five-star care and attention we have highly qualified nurses and vets attending to your pet 24/7 to ensure they are cared for, treated and observed around the clock, and of course, cuddled and stroked. Our qualified Animal Care Assistants will take your pet for a walk and fresh air if it is able to do so.
It is always a worrying time when your pet is in hospital, especially if it’s for several days. Please do speak to a member of staff if you would like to arrange to visit your pet during this time. Many patients really benefit from being visited by their families, so we do encourage this. However, occasionally a visit might cause the animal distress or over-excitement when a calm recovery period is essential. Usually the stay with us is so short that your animal is home before you know it and a visit is unnecessary.
We know what a worrying time this is for you and your family so we are happy for you to call us whenever you want and talk to one of the staff about how your pet is. We will call you regularly, to update you on your pet’s progress. Your specialist or clinician will also ring you daily to give you an update on your pet’s clinical progress.
During your consultation we will explain the options available and the prognosis for your pet. If there is anything you don’t understand, please don’t hesitate to ask us. We understand that you want to be kept regularly informed of your pet’s progress once they’ve been admitted. We’ll call you once the procedure has been completed, every morning to let you know how your pet was overnight and every evening to keep you up to date with their progress during that day. The nurses usually make these regular calls. Your veterinary specialist will also keep in touch with you on a daily basis to keep you updated on your pet’s clinical progress and to consult with you before any new procedures are carried out. You are also free to call us and ask for an update if you feel anxious.
It is essential that preventable contagious diseases and infections are not brought into the hospital. Please make sure your pet’s vaccinations are up-to-date. We do, of course, realise that all this may not be practical in an emergency.
▶ Can I make an appointment directly with Vets Now Referrals, rather than go to my veterinary surgeon?
We work alongside your usual vet and consider ourselves to be an extension of their service to you. Your vet will know your pet well and will have done some important analysis in investigating your pet’s case. Our Veterinary Specialists and Referral Clinicians are highly qualified and skilled in their own specialities and it is this expertise that your vet will call upon if he deems it as the suitable next step for your pet’s health. We will need to know all the history and learnings that your vet has made, which is why we work together to get your pet better. If you feel that your pet would benefit from a refer then discuss this option with your vet..
Veterinary surgeons sometimes decide to send (refer) a pet to see a veterinary expert at a referral clinic because they know that the specialists can help with the diagnosis and treatment of your pet’s illness. Your vet to get the best possible result for your pet and knows that the specialists at Vets Now Referrals will work with them to achieve that result. Our veterinary specialists and referral clinicians are highly qualified and very experienced, and are supported by our nursing team who are skilled in advanced nursing techniques. As well as receiving exceptional clinical treatment, every sick animal and their worried owner are treated with kindness, consideration and respect. We have very sophisticated equipment for advanced techniques and procedures, plus state of the art monitoring and nursing care. This means that a sick pet has the advantage of all the latest technology.