frequently asked questions
Do you have emergency out-of-hours cover?
Yes, we do. Although with 7 days opening (incl. bank holidays!) and extended hours you're less likely to need to call the emergency service and pay emergency premium rates. Click here for out of hours emergency
When should I call a vet?
It’s not always easy to recognise when your pet needs immediate assistance. You can use our do I need a vet
tool to help you reach a decision, but if you are in any doubt then please contact us
Our surgeries are open long hours, weekdays, weekends and bank holidays – so you’re likely to be able to speak to our team directly for advice and reassurance. If it is an out-of-hours emergency then each of our surgeries has an out of hours emergency
How much do emergency out-of-hours treatments cost?
Treatment costs vary, but each out-of-hours service provider has a minimum call-out rate. Click out of hours emergency
for further details. Once the emergency is dealt with, then subsequent care can be undertaken by Companion Care vets at our standard rates.
Should I take out pet insurance?
It boils down to your personal preference, but the affordable monthly payments can give you peace of mind knowing that essential healthcare will be covered by your insurer if your pet needs treatment.
Can I arrange pet insurance through the vet surgery?
Yes, just contact us
and ask for the dedicated team member who is trained to help arrange Pet Plan insurance. We are able to undertake treatment for pets with most insurance companies.
What if my pet needs specialist treatment?
We can deal with the majority of procedures and operations at the surgery, so your pet is looked after by the vets and nurses they know. On rare occasions patients may need to be referred to a specialist outside the Companion Care vet surgery team. If this is the case your pet's medical records will be supplied to the referral surgery. These will be accompanied by a referral letter which will outline your pet's medical condition and treatment up to the point of referral. These records and all clinical findings will be returned to us so that we are kept fully informed of the outcome of your visit and any subsequent treatment that might be required. Please be aware that referrals and second opinions usually incur additional consultation fees for the second veterinary surgeon's professional time. Referrals will only proceed with your prior consent.
What happens if my pet needs an operation?
Your vet will talk to you about why surgery may be necessary, what the operation will entail and when it will take place. You may be asked to keep your pet from eating and drinking in the hours before the operation (just like you’d expect with any human operation where nil by mouth is essential before anaesthetic is given). Once booked in your pet will stay with us in our modern and comfortable kennelling. We know that waiting can be an anxious time for owners, which is why we will contact you, at least once a day, to let you know how your pet is getting on. To enable us to do that, please ensure that we have your up-to-date contact details before you leave the surgery. Any overnight care will be arranged by the vet in charge of your pet.
What is the cost of a trip to the vets?
This depends on the nature of your visit. At Companion Care we’re a firm believer in giving value for money. At our reception we openly display a list of the prices for our most popular services; consultations, vaccinations and neutering. The prices for other treatments are readily available upon request from a member of our veterinary team, and we will always give you an estimate of costs before treating your pet.
How much is medication likely to cost?
The costs for drugs vary. Prices for the 10 most commonly dispensed medications are displayed on our surgery notice board for your information. The price of any other medication prescribed to your pet can be provided on request.
When do I have to pay for treatment?
Payment is required at the time of treatment or when medicines are dispensed. If you anticipate a problem paying the fees please let us know prior to the start of treatment. If your pet should require hospitalisation, we are happy to provide an ongoing update on your fees for you.
How can I pay?
We accept cash and all major debit/credit cards, but we do not accept cheques. Please note that we reserve the right to charge administration fees for unpaid balances and to employ the services of a debt collection agency where necessary.
Who owns the vet surgery?
Companion Care surgeries are, in general, jointly owned by Companion Care Services Ltd. and the Vet Directors, who are sometimes known as Joint Venture Partners. There may be more than one partner; perhaps another vet, or the Practice Manager or a Veterinary Nurse. Your owner-managed veterinary team really care about the service they provide. It also means that you see the same faces over and over again, and more importantly your pet does too!
What happens to the information that you have on record about me and my pet?
All Companion Care Veterinary surgeries adhere to the Data Protection Act. Your details will only be used to contact you with vaccination reminders and other health matters, or where you have opted to receive news from Companion Care and/or Pets at Home about special events and promotions.
What happens with my pet's medical records?
Legally your vet surgery must keep any clinical records. This includes any x-rays and other diagnostic results. You are welcome to see a copy of your pet's records on request.
How do I raise a customer care issue?
We strive to provide the best possible patient and customer care. Should we not reach your expectations and you would like to discuss the matter further then please contact the Vet Director at the surgery. In the unlikely event that the issue is not resolved to your satisfaction, please contact us
Have you any vacancies?
Any jobs currently available will be listed under vacancies on our main pages. If there aren’t any suitable roles at present then please register your interest in working with us by uploading your CV here.
Where can I request information about prescriptions?
We have a sign clearly displayed in our reception area showing this information and if you would like a copy, please ask our receptionist to print one for you.