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What to expect?
Visiting our hospitals during the day
If you’re visiting our pet emergency hospital during the day, it’s likely that you’ve already seen or spoken to your regular vet and they’ve decided your pet would benefit from the specialist care and state-of-the-art facilities offered at our hospital.
In most cases, this means that we’re able to speak to your vet to discuss your pet’s health and treatment history and book you and your pet in for a visit.
Arriving
Our friendly reception team will welcome you and your pet to the hospital, sign you in for your appointment and take your contact details.
If your pet is covered by insurance, it’s a good idea to call your insurance provider to let them know that your pet has been referred.
We can also make a direct claim with some insurance providers, so if you bring your insurance policy details and a claim form, we can look into that for you.
We know lots of pets get nervous when visiting the vet, so we’ve a special cat and dog area within the hospital waiting room to help ensure they’re as relaxed as possible.
Consultation
During your consultation, we’ll examine your pet and ask questions to get a better understanding of your pet’s illness or injury and how your pet has responded to any treatment carried out by your own vet.
We’ll then discuss, in detail, what treatment options are available for your pet, as well as any associated costs. That way you can decide what option is best for you and your pet.
Treatment
If the treatment option you choose can begin immediately, we’ll take your pet and settle them in with lots of cuddles to make them feel at ease.
Our teams work 24/7 to give your round-the-clock pet care, so we’ll give you lots of updates on how they’re doing and let you know as soon as they’re ready to come home.
When you’re back to pick up your pet after treatment, we’ll let you know if there’s anything special you need to do for them at home like giving medication or feeding them a certain diet.
We’ll make sure you know exactly what to do, but if you have any questions at all, you can contact us at any time 24/7.
We understand that pets are part of the family because they’re part of ours too and that’s why we work with your regular vet, so that your pet gets the best possible care both day and night.
After your visit
Following your visit, our team will send your vet the detailed clinical notes. These will explain our diagnosis and provide lots of detail about any tests, treatment and medication given, so your vet knows everything they need to know before your next visit.
Visiting out of hours (at night, weekends and bank holidays)
If you’re visiting our pet emergency hospital out of hours, it’s likely your pet had been involved in an accident or has become unwell and needs emergency treatment. This can be a stressful time but try not to panic.
Our pet emergency hospital is dedicated to providing emergency care to pets 24/7 and our highly skilled emergency vets and nurses help sick and injured pets
Before your visit
Whenever possible, please call us before you arrive at the hospital so we can be ready and wait for any treatment or equipment your pet might need. When you arrive at the hospital, you’ll be met by our friendly receptionist who will offer you a seat in the waiting area and let the emergency team know you’ve arrived.
Arriving
When you arrive at the hospital, you’ll be met by our receptionist who will offer you a seat in the waiting area and let the emergency team know you’ve arrived.
Just like a human A&E hospital, we deal with the most serious and life-threatening patients first so, depending on your pet emergency, you might be asked to take a seat in the waiting area. If it doesn’t look like your pet will be seen right away, one of our nurses will check them over to make sure they’re well enough to wait.
Treatment
We’ll explain any tests your pet might need, any treatment options and costs associated with this and you’ll be asked for your consent to carry out this care. We’ll then take your pet and settle them to make them feel at ease. Our teams work 24/7, so we’ll give you lots of updates on how they’re doing and let you know as soon as they’re ready to come home.
Picking up your pet
When you return to pick up your pet, we’ll let you know if there’s anything special you need to do for them at home – such as giving medication or feeding them a certain diet. However, if you have any further questions you are welcome to call us at any time, day or night.
After your visit
We understand pets are part of the family and we will work closely with your regular vet to ensure your pet gets the best possible care day and night. Following your visit, our team will send your vet their detailed clinical notes so they know everything they need to about your pet’s treatment.