I’ve been referred – what does that mean?
What to expect when you visit
A vet referring a patient works similarly to human healthcare and medicine. You see your GP or dentist for a check-up, but treatment for something more complex requires the help of a specialist.
Our exotics vets often focus on ‘niche’ subjects. They train for many years to become qualified in their given field and are reassessed on a regular basis to make sure their knowledge is always up to date.
We take pride in offering the highest level of care for birds and exotic pets – but this can be expensive. We strongly recommend pet insurance, this will help your pet get the care they need when they need it, while minimising costs to you.
Once you’ve made your appointment, we’ll try to provide an estimate of the costs involved. Please do be advised that due to the nature of the conditions we see, it’s not always to provide an accurate cost estimate.
We can provide you with actual costs once we’ve seen your pet. We’ll always do this before commencing treatment.
We always require full payment at the time of your consultation, unless your pet is insured with a company we can claim from directly.
We accept cash and credit/debit cards and our reception team will be able to assist with all payment queries.
If your pet is insured, please bring a copy of the insurance claim form (signed by the policy holder) to your appointment, plus a suitable method of payment to cover possible excess costs.
Where possible, we’ll claim directly from your insurance company, so you don’t need to pay the full cost of treatment. Please do be reminded that you’ll need to cover any outstanding amount(s) if your insurance company fails to provide full payment.
Before your appointment, you’ll be told the cost of the first consultation, plus estimated costs of further tests your pet is likely to need on the same day (we’ll know this from communicating with your daytime vet).
Minus the consultation fee, you won’t incur any charges until the vet has agreed a treatment plan for you.
Following your pet’s first consultation, we’ll provide you with a cost estimate for the agreed tests and treatment plan. Please note this is an estimate, not a quotation. If your pet’s needs do change, we’ll ask your approval before commencing with further tests or treatment.
This will depend on the insurance company, the type of policy and the level of cover you’ve chosen. For a better idea, try checking with your insurance provider. We can help with this, but insurance companies often prefer to deal with the policyholder directly.
Please do be reminded that you’ll need to cover any outstanding amount(s) if your insurance company fails to provide full payment.
When we discharge your pet, we’ll update your vet within two hours and send them a full written report within 48 hours.
A week after your pet’s procedure, you’ll get a phone call from us – or your daytime vet – to check how they’re getting on.
With several wards at our disposal, we can accommodate all sorts of temperaments among pets. This includes pets who like to be alone, and pets who prefer human company.
We monitor inpatients around the clock and can rectify the situation immediately if an animal shows signs of distress.
If your pet has been given medication to take prior to their procedure, please remember to give it to them and to bring it to their appointment if advised.
To minimise disruption to your pet’s routine as best we can, please tell us about their diet and eating patterns: what they eat, when, how often—especially if they’re diabetic. If your pet is on a special diet, it’s a good idea to bring some of their food with you when they come for their procedure.
Yes. Our highly qualified nurses and vets will be there 27/7 to attend to your pet.
Please speak to a member of staff if you’d like to visit your pet during their stay. Although in many cases, the animal will be home before you know it and a visit during treatment won’t be necessary.
We’ll explain the options available, along with the expected outcomes, during your first consultation. If you need more info on any aspect of your pet’s treatment, don’t hesitate to ask.
If your pet is hospitalised, we’ll provide regular updates. We’ll call you when any procedure has been completed and if your pet is staying with us overnight, one of our nurses will call each morning to update you.
The vet will contact you daily to keep you updated on your pet’s clinical progress and to consult you before any potential new procedures are carried out.
If you’re anxious at any point, you can call us for an update.
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