Admissions & Discharges
Scheduled surgical procedures and investigations are carried out from Monday to Friday at Costessey. A hospital appointment will be made for your pet, booking them into an appropriate kennel for the day.
We ask that dogs and cats undergoing sedation or anaesthesia have been starved from 6:00pm the night before the procedure. A bowl of water can be left down all night and taken up first thing in the morning. Dogs should be taken out to allow urination and defecation before coming to the surgery.
An admission appointment will be made for the morning of the operation between 8:30am and 9:00am. At this appointment a nurse will go through the consent form for your pet's procedure. You will be asked to sign this form to give permission for us to carry out the detailed procedures and to say that you understand that all fees are payable at the time of collection of your pet. We also ask for contact phone numbers at this time. It is very important that we are able to reach you on these numbers in case any unexpected findings or procedures need to be discussed during your pet's stay with us.
We ask that you call us at 2:30pm for an update and you will be given a collection time. This is usually between 4:00pm and 6:00pm. We always aim to get pets back to their own homes as soon as possible. When you arrive to collect your pet, we ask that you report to reception so that you can settle your bill. A nurse or vet will then speak to you about the operation or procedure your pet has undergone. Post-operative care will be discussed and any follow up appointments can be made.
The Dispensary is open every weekday from 8:00am to 6:00pm and 8:00am to 11:00am on Saturdays. You are welcome to pop in at any time during these hours to purchase flea treatment, wormers etc. and to collect repeat prescriptions. We do however need at least 48 hours advance notice for repeat prescriptions.
If you have a patient who is on long term treatment we are able to provide repeat courses of treatment as long as we carry out periodic re-examinations of the patient in line with the law and at the discretion of the treating veterinary surgeon. We will normally provide repeat treatments for 3 months before we request that a re-check be undertaken. This is a legal requirement to ensure that the patient is suitably fit to continue receiving the current treatment at the appropriate dosage and that the animal can be deemed to be under our care.
Important Notes on Prescriptions
Prescriptions are available from this practice.
You may obtain Prescription Only Medications, Category V,(POM-Vs) from us OR ask for a prescription and obtain these medicines from another veterinary surgeon or a pharmacy. We may prescribe POM-Vs only for animals under our care.
A prescription may not be appropriate if your animal is an in-patient or immediate treatment is necessary. You will be informed, on request, of the price of any medicine that may be dispensed for your animal.
The general policy of this practice is to re-assess an animal requiring repeat prescriptions every 3 months, but this may vary with individual circumstances. The standard price for a prescription is £28.50 (including VAT).
Further information on the prices of medicines is available on request.
Payment & Insurance
We do ask that all fees are paid within 7 days of receiving the treatment. A guide to fees is available on request. All major credit/debit cards accepted. If you are worried about cost we will be glad to give an estimate before commencing treatment. We recommend pet insurance to help cope with unexpected bills and proposal forms are available at the surgery.
We are only able to process direct insurance claims (where the insurance company pays the amount owed minus your excess directly to the practice) on claims totalling £500 and over. If your bill is less than this, you will be expected to settle your bill in full at the time of treatment and then make a claim for reimbursement from your insurance company.
You can hand in your insurance form at reception once you have completed your section of it. We will then process and complete your form which can either be collected from the surgery or posted back to you for you to send to your insurance company. Alternatively, with your permission, we can send the forms directly to your insurance company.
Second Opinions/ Referrals
Please note that at any time during your pet’s treatment you may request a second opinion or referral. We will be happy to advise on second opinion/referral centres and provide clinical notes etc. to the referral centre. Occasionally a referral is the desired course of action in complicated small animal and equine cases. If this situation arises the treating veterinary surgeon will discuss this with you.