Admissions & Discharges
Scheduled surgical procedures and investigations are carried out from Monday to Friday at Norwich. 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 8:00pm 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 defaecation before coming to the surgery.
An admission appointment will be made for the morning of the operation between 8:00am 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.
You will be phoned to arrange a collection time for your pet after an operation or a stay in the hospital. 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.
Payment & Insurance
Our accounts for equine and farm animal clients are sent out at the end of each calendar month. Our payment terms are 28 days from the date of receiving the invoice. If you anticipate having difficulties paying your bill please contact our accounts department immediately after receiving your bill, do not wait for reminders to arrive.
We respectfully request that all small animal services and products are paid for at the time of purchase or consultation, or on collection of your pet following any inpatient procedures. We are unable to offer any credit facilities for small animal accounts.
Methods of Payment
Payment of your account can be made by cash, personal cheque or credit/debit card at reception, or by credit/debit card over the phone or by cheque in the post. Please include your remittance advice with any postal payments.
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.
There is a charge for insurance administration on new claims but not for continuations.
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 and send it directly to your insurance company, unless you have specified otherwise.
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 £16.00 (including VAT).
Further information on the prices of medicines is available on request.
Dispensed drugs can normally be collected from reception immediately following an appointment at the clinic. We receive a daily delivery from our wholesaler which ensures that we have adequate supplies. Special or unusual orders received before 4.30pm are generally delivered the following day. Please give 48hrs notice for repeat prescriptions to ensure the drugs are ready for you to collect at your convenience. Unfortunately we are unable to post prescription drugs.
Our dispensary is open from 8:45am - 1:00pm then 2:00pm - 4:15pm. If the item is pre-ordered by yourself, a receptionist can send it for you to avoid a wasted journey.
Weekdays: 8:45am - 1:00pm & 2:00pm - 4:15pm
Saturday: 9:00am - 12:00pm
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.