Frequently Asked Questions

CUSTOMER CARE

 

What happens to the information that you have on record about me and my pet?

All Companion Care Veterinary surgeries adhere strictly to the Data Protection Act. Your details will only be used by Companion Care to contact you with vaccination and other health reminders or if you have opted in to receive news from Companion Care and/or Pets at Home about special events, events and promotions.

 

What happens with my pet's medical records?

Legally the 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.

 

If I want to raise a customer care issue, how do I do it?

Our Companion Care surgery team strives to provide the best possible patient and customer care. If you feel that we are not reaching your expectations we would encourage you to discuss this, in the first instance, with the veterinary surgeon in charge at the surgery. In the unlikely event that the issue is not resolved to your satisfaction, please write to the Operations Manager at the Companion Care Support Office*, who will ensure that it goes through our company complaints procedure. Our surgery will be able to provide you with the name and address of the surgery's operations manager.

 

SPECIALIST SERVICES

 

Why is it sometimes the case that pets have to be referred to another vet?

Depending on the nature and severity of the condition, it is sometimes in your pet's best interest to seek a second opinion from a specialist vet.

 

How does this work?

If the referral requires you to travel to a different veterinary surgery or hospital 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 note that referrals and second opinions usually incur additional consultation fees for the second veterinary surgeon's professional time.

 

A STAY AT THE SURGERY

 

What happens to my pet if I have to leave him/her at the surgery?

A pet needing to be left at the surgery will be kept in our modern and comfortable indoor kennelling facility. Any overnight care will be arranged by the vet in charge of the case.

 

You will be updated on the condition of you pet at least once a day. Please ensure that we have contact phone numbers for you or another family member.

 

OUR FEES

 

How do I know how much my visit to the vet is going to cost?

A list of the prices for consultation, vaccination and neutering is openly displayed for your information at the reception desk. The prices for other treatments are available upon request from a member of our veterinary team.

 

If your pet should become ill or need an operation, your vet will provide you with an estimate of treatment costs.

 

Prices for the 10 most commonly dispensed medications are displayed at the reception desk for your information. The price of any other medication prescribed to your pet can be provided on request. Please ask a member of our veterinary team if you require any other price information.

 

How can I be sure your prices are fair?

We have made every effort to establish a fee structure that we believe is both fair and reasonable and that reflects the level of care and service that we provide to you and your pet. These prices are reviewed on a regular basis.

 

YOUR CHOICE TO PURCHASE

 

What are my options for purchasing medications?

Veterinary medications are available from our veterinary surgery. Alternatively, it is possible to buy some veterinary medicines at pharmacies, other veterinary surgeries or online. In all instances, you will require a prescription from your vet to obtain the medication.

 

How do I get a prescription?

If you would like our vets to write you a prescription for veterinary medication, please note that these can only be dispensed after a clinical assessment of the patient has been made by one of our veterinary surgeons. Normal consultation fees will apply for this examination and assessment. Where repeat prescriptions are dispensed, the patient will need regular reassessment by one of our vets. Please ask at reception for our rates for repeat examinations.

 

PAYMENT

 

When do I have to pay for treatment?

We do request payment at the time of treatment please. If you anticipate a problem paying the fees please let us know prior to the start of treatment. If you pet should require hospitalisation, we are happy to provide an ongoing update on your fees for you.

 

How can I pay?

For you convenience we are able to accept payment by most credit card providers, as an alternative to cheque or cash payments. Please note that we reserve the right to charge administration fees and to employ the services of a debt collection agency for unpaid balances.

 

Is it worth taking out pet insurance, to help pay the bills?

Even with the very best home care, there will be times when you can't stop your pet getting into scrapes or becoming ill. Independent research shows that in the last two years, more than half of all pet owners had to make an unexpected trip to the vet so it is important for you to ask yourself whether you would prefer to have insurance cover for your pet against the costs associated with illness and injury. We can offer guidance on what you should consider when choosing a pet insurance policy.

 

* Every Companion Care veterinary surgery is jointly owned by the veterinary partner(s) at each surgery and the national support company, Companion Care (Services) Ltd. Companion Care (Services) Ltd. is an independently managed, wholly owned subsidiary of Pets at Home. The veterinary surgeries operate independently of the Pets at Homes stores.