FAQs and Pet Advice
You can find out the full details of our HeathCare Plan here.
Our HeathCare Plan (HCP) is a convenient and cost-effective way to ensure your pet receives essential routine healthcare throughout the year.
Please note that the HCP is not an insurance policy. This plan is unique to our veterinary practice and is designed to cover all routine treatments, including preventative medications such as flea and worming treatments, as well as annual vaccinations.
The HCP operates on a 12-month rolling contract, which means it will automatically renew after each year unless we are advised otherwise.
Once enrolled, your account will be updated with a 10% discount, which will be automatically applied to future in house treatments and medications.
Appointments
Everything you need to know about your appointment…
A standard appointment is allocated in 15 minute slots. Extended appointments can be made if the reason for the appointment requires this – if you believe your appointment may require extra time then please let us know when booking the appointment.
Currently, our covid protocols are as follows:
- Due to our new premises providing increased space, you are not required to wear a mask whilst sitting in reception but please do what you are most comfortable with.
- We are allowing clients in the consult rooms with their pets however upon entering the consult room you will be required to wear a face mask and it will be down to the discretion of the vet as to how many people are allowed in the consult. We ask that you are understanding of the vets decision and the importance of keeping everyone as safe as possible.
The best thing you can do if you are worried you may be late for your appointment is to let us know as soon as possible. This will allow our reception team to make everyone aware. If you are going to be more than 10 minutes late then it is likely we will need to re-book your appointment as this could potentially compromise our remaining appointments.
The best thing you can do if you need to cancel your appointment is to let us know as soon as possible by giving us a call, email or PetsApp. The earlier you inform us of your cancellation the more of an opportunity we have of offering the appointment to another patient in need.
At our practice, we strive to provide timely and effective care for all our patients. To help us do this, we kindly ask that clients attend scheduled appointments or notify us in advance if they are unable to do so.
Please be aware that missed appointments without notice will be recorded on your file. After three missed appointments, a charge may be applied to cover the reserved time. This policy allows us to maintain availability for all clients and ensure the best possible care for your pets.
We understand that unexpected changes can happen, and we appreciate that life can be busy. If you are unable to attend your appointment, please contact us as soon as possible, so we can offer the time to another patient in need.
Thank you for your understanding and cooperation.
If you believe your pet is in an emergency situation then we will always advise that you come straight down to us. If possible, please call us beforehand so we can prepare for your arrival. If your pet is in critical condition, then we will do what we can to attend to your pet immediately. If you pet is not in a critical condition and you have arrived without an appointment then please be aware that there might be a wait for a vet to become available.
Insurance
Everything you need to know about your insurance…
Unfortunately, we are unable to recommend any insurance company specifically. We would recommend speaking to relatives or friends who may have experience surrounding pet insurance. You can also go to an online comparison website where you can pick the type of policy you would like and see what is on offer.
- DO YOUR RESEARCH – Just like our pets, pet insurance comes in all shapes, sizes and costs.
- READ THE POLICY DETAILS – The policy details will explain what will and won’t be covered.
- READ THE TERMS AND CONDITIONS – Don’t get caught out, read the small print.
Your pet insurance is there to cover the costs of non- routine treatment, depending on the type of insurance policy you have will determine the type of treatment covered.
If your pet is insured and you’re wanting to make a claim, here are the steps you need to take:
- Find out how your insurance company receives their claims, some will use paper claim forms, online portals, or email links. – If they use claim forms, you will need to acquire one by: – Requesting a claim form from your insurance company, or – Going to your company website and print one off.
- Most insurance claim forms will be separated into two sections. One section will be for you to fill in (the policyholder) and one will be for the vets.
- Fill out your section to the best of your ability. When providing information please answer as accurately as possible. PLEASE ENSURE YOU INCLUDE YOUR POLICY NUMBER. If you are unsure of anything then please let us know and we will be able to help.
- Once you have completed your sections please hand the entire document over to the practice – (please make sure you have signed and dated).
- Once the vets have received your claim form, they will then complete the form and attach a full medical history and all relevant invoices, then send over directly to your insurance company.
- Some insurance companies will use online portals, or initiate a claim via an email.
Please be aware there is an administration fee of £10 for the completion of a standard claim form.
If we have authorised a DIRECT claim for your pets treatment, there is an administration fee of £25.
We understand that pet insurance can sometimes be confusing, and navigating the claims process may feel daunting. To assist you, we have outlined how our insurance process works here at Heath Vets.
Here’s a breakdown of our insurance processes at Heath Vets.
Pet insurance, similar to other forms of insurance, offers financial cover in the event your pet becomes unwell or sustains an injury. The extent of cover and the treatments included will depend on the specific terms and type of policy you hold.
There are two ways to claim: Routine or Direct.
A Routine Claim refers to the process whereby you pay for your pet’s treatment upfront, as it is provided. Once your pet has recovered, or when you are ready to initiate the claim, we will submit it to your insurance company on your behalf. Once the claim has been processed, your insurer will reimburse you directly for the eligible treatment costs. Please note that there is an administration fee of £10 for processing routine claims, applicable to clients who are not part of our HeathCare Plan.
A Direct Claim is a process whereby the cost of your pet’s treatment is paid directly to the practice by your insurance company. This option is reserved for cases where the estimated treatment cost exceeds £500 or in emergency situations. Direct claims must be authorised by a member of our management team. Where possible, pre-authorisation from your insurance provider is required prior to the start of treatment. In all cases, a Direct Claim Agreement form must be signed prior to proceeding. Please be aware, we will require payment of your excess amount and any co-payment on the day of treatment. Please note, there is an administration fee of £25 each time a direct claim is processed. This process is not intended for ongoing or continuous treatment.
As a veterinary practice, we are not affiliated with any pet insurance companies therefore we do not have involvement in, influence over, or access to your insurance policy documents or the insurer’s decision-making process. While we are happy to assist with submitting claims and providing the necessary documentation, the wide variety of insurance providers and policy types means it would not be feasible for us to manage or interpret the specific terms of each individual policy.
We are not responsible for knowing the changes within your policy, what will be covered versus what will not be covered, or the outcome of your claims. Due to Data Consent and GDPR regulations, we are limited in what can be discussed regarding your policy between your insurance company and our team.
If you have any questions, concerns, or need any assistance regarding your insurance claim, please do not hesitate to contact us at insurance@heathvets.com. Our team is here to support you and will do everything we can to help make the process as smooth as possible.
Thank you for your understanding and cooperation.
Four weeks FREE PetPlan insurance for new pets
Get four weeks free Petplan Insurance for newly registered pets under one year. Ask a member of the team for more information.
Prescriptions
Ordering a repeat prescription…
You can request a repeat prescription by…
- Using our prescription request form here
- Giving us a call on 01444 242500
- Drop us a message on PetsApp
- Come into the practice and talk to reception
We ask that you provide at least 24-48 hours’ notice when you require a repeat prescription. This allows time for the receptionists to submit the request, for the vet to authorise the request and for the medication to be prepared, and or, ordered in.
- It is not standard practice for the repeat prescription to be submitted, authorised and prepared on the same day. We ask that you provide at least 24-48 hours’ notice prior to you requiring the medication. This is because certain medications are special orders and not kept in stock on a regular basis.
- If you pet has not been seen by the vet in the last 6 months, by law, the vet is not allowed to dispense prescription medication. This applies to all clients, irrespective of how long your pet has been on the medication (Please see RCVS, Code of Professional Conduct, Section 4. Veterinary Medicines for further information)
- If you have any worries or are unsure as to whether the medication is helping your pet, then please speak to the vet prior to requesting a repeat prescription.
- The charge for a written prescription is £15.00 to £20.00 (10% discounted for HCP members).
Dogs
Frequently asked questions
- Daily brushing is the single most significant difference you can make to your pet’s oral health, but this can sometimes be tricky.
- Keep sessions short (3 minutes is plenty) and take care when putting your fingers into your dog’s mouth – don’t try this if your dog is aggressive or prone to biting.
- It is always good to associate tooth brushing with a happy time, such as before going for a walk or before feeding.
Here are some tips to help you get started. It’s a good idea to repeat each stage for five days before moving onto the next step:
Getting your dog used to the taste of toothpaste.
- Wash your hands and smear a little toothpaste on your index finger
- Let your dog lick the toothpaste from your finger
- Repeat two or three times
Getting your dog used to their mouth being handled
- Smear your index finger with toothpaste
- Gently rub your finger over your dog’s teeth and gums
- Take care not to put your finger in further than your dog is comfortable with
- Repeat this several times
Introducing the toothbrush/finger brush
- Wet the toothbrush with water and then smear it with toothpaste
- Let your dog lick some of the toothpaste off the bristles to get used to the feeling
- Gently hold their mouth around the muzzle to stop them chewing the brush
- Put your index finger and thumb on either side of your dog’s nose, making a bridge over the top and lifting the lips, gently brush the canines (the big pointy teeth) up and down. Start by angling the brush towards the gum line and brush away from the gum towards the tip of the tooth.
- For now, avoid brushing the front teeth (incisors) – this is the most sensitive area.
Brushing the back teeth
- As before, brush your dog’s canine teeth up and down
- Slowly move along to the teeth behind the canines, using a circular motion
- Only go as far as your dog is happy with
- Brush both sides of the mouth
Brushing all of the teeth
- As before, brush the canines, then the back teeth and finish with the incisor teeth
- To brush the front incisor teeth, hold your dog’s mouth closed around the muzzle and gently lift the upper lip with your thumb and forefinger to reveal the incisor teeth. (Many dogs are sensitive and may sneeze when having their incisor teeth brushed)
- Gently brush the front teeth up and down
- Gradually build up the amount of time you spend brushing until you reach two or three minutes
- For maximum protection, brush your pet’s teeth every day
We would recommend bringing your puppy to see us a few days after you bring him/her home to be checked over and start getting them used to coming to the vets.
Vaccination
Puppies should be vaccinated from 8 weeks of age and need annual vaccinations after their initial course.
Microchipping
If they are not already microchipped, this must be done as a legal requirement. We can also discuss feeding, neutering, insurance, socialisation, training and the most appropriate flea, worm and tick treatment for your pet.
Socialisation
Socialisation is very important before the puppy reaches 16 weeks of age. Puppies should be carefully exposed to many sights, smell, sounds, and experiences and have many pleasant social interactions with different people and animals.
The following link gives some examples but is not a definitive list. Attending puppy socialisation and training classes is recommended.
http://www.petprofessionalguild.com/resources/documents/ppg-client-puppy-socialization-download.pdf
To book an appointment for your new puppy, please call the practice on 01444 242500 or book online here.
Your dog may need treatment if they eat any chocolate so please contact your vet as soon as possible.
It will assist your vet if you can tell them how much chocolate your dog has eaten, what type of chocolate it was (wrappers can be very helpful) and when your dog ate the chocolate.
These details will enable them to determine whether your dog has eaten a toxic dose or not and what treatment your dog is likely to need.
If you’re worried your dog has ingested chocolate, please call the practice on 01444 242500 or book an appointment as soon as possible.
Try not to panic – although this is much easier said than done.
- Focus on your dog’s needs, as it is unlikely that the seizure is immediately life-threatening.
- Pull the dog away from anything that might harm him but otherwise try to avoid touching your dog especially around the mouth as they may bite you (remember they have no control over their muscles/movement). Dogs very rarely choke on their tongues although it can occasionally occur with dogs with flat faces, e.g. pugs.
- Make a note of the time the seizure started so you can time how long the seizure lasts.
- If the seizure continues for more than four minutes, phone your local vet and arrange for your dog to be seen immediately. Try to keep your dog as cool as possible (do not wrap in towels or blankets) as they can overheat while seizuring.
Please call the practice on 01444 242500 so your dog can see a vet as soon as possible. You can reach our out-of-hours service on the same phone number when we’re closed.
Cats
Frequently asked questions
We would recommend bringing your kitten to see us a few days after you bring him/her home to be checked over and to start getting them used to coming to the vets.
Kittens should be vaccinated from 9 weeks of age and need annual vaccinations after their initial course.
We can also discuss feeding, neutering, insurance and the most appropriate flea, worm and tick treatment for your pet.
To book an appointment for your new kitten, please call the practice on 01444 242500 or book online here.
Illnesses such as infection or joint problems can lead to inappropriate urination/defaecation indoors. An examination, often alongside investigations such as urine testing, may determine the underlying cause.
Cats can also soil indoors for behavioural reasons, such as stress/anxiety or changes in their toileting environment.
The icatcare.org website has a lot of useful information regarding feline health and behaviour, such as this article on soiling indoors http://icatcare.org/advice/problem-behaviour/soiling-indoors.
If you’re worried about your cat’s behaviour, please book an examination by calling the practice on 01444 242500 or book online here.
Both female and male cats can be neutered from 4 months of age (possibly earlier if there are entire male and female cats in the household). Neutering is recommended for population control and welfare (reducing the number of unwanted kittens) and to reduce nuisance behaviour such as wandering, fighting, spraying and calling. Male cats are also more likely to suffer fight wounds and abscesses and are more at risk of road traffic accidents if they are entire. Female entire cats can suffer from womb infections and mammary tumours.
Rabbits
Frequently asked questions
Rabbits can develop head tilts for a variety of reasons, including ear infections, toxicity, ‘strokes’, trauma and infection with a parasite called Encephalitozoon cuniculi.
If your rabbit is showing signs of head tilt, please call the practice on 01444 242500 or book online here.
Inappetence in rabbits can be extremely serious. Even failure to eat for 12 hours can lead to death due a common condition called gut stasis.
If you notice that your rabbit has stopped eating, or isn’t producing fresh faeces, please call the practice on 01444 242500 or book an appointment online here.
Feeding the correct diet to your rabbit is very important. Rabbits should be fed mainly hay and/or grass to help prevent dental and gut disease – hay should be available at all times.
Only a small amount of concentrates (an eggcup full of pellets per kg of your rabbit’s body weight daily) is advised as overfeeding can lead to obesity, dental, joint and gut disease.
An adult-sized handful of safe leafy green vegetables, herbs and weeds should be fed daily. Fresh drinking water should also be available at all times. Always make sure your rabbit is eating well and passing fresh faeces, as failure to do so could be a sign that they are seriously ill.
Bringing your rabbit to see us for regular weight checks, an annual examination (and vaccination) and dental exam is recommended so we can suggest alterations to diet before problems arise.
To book an appointment for your rabbit, please call the practice on 01444 242500 or book online here.
Birds
Frequently asked questions
Feather plucking can be due to a variety of causes such as organ disease, infection, poor diet, an inadequate environment, parasites or boredom.
A thorough veterinary examination is recommended to help identify the cause.
If your bird is plucking its feathers, please call the practice on 01444 242500 or book an appointment as soon as possible.