Opening Hours
Our normal opening hours are 8.00 am to 7.00 pm Monday to Friday. Appointments for the Neurology and Dermatology Services are also available on Saturdays.
Emergencies
Emergency appointments are available 24/7 an will be charged at emergency rates.
Hospitalisation
All animals which are hospitalised are cared for by qualified Veterinary Nurses day and night to monitor and administer medication where necessary. Qualified Veterinary Surgeon are also on the premises overnight and our on-call Specialists are available at short notice.
Fees
During the initial consultation we will give you an estimate of the likely costs of investigation and/or treatment for your pet. Please note that estimates provide an indication of approximate costs and, although we do our best to keep you informed of any major additional charges incurred during investigation/treatment, the final costs of treatment can exceed our initial estimate if your pet’s condition proves to be more complex than initially anticipated. We aim to to discuss any additional charges prior to undertaking the treatment unless it is vital for your pet’s welfare that this is performed without delay. Re-visit examinations may be recommended if Specialist expertise is required to ensure optimal aftercare. Fees incurred during re-examinations, along with further investigations and, if necessary, further treatment, will be charged in addition to the original estimate. All fees are subject to VAT at the prevailing rate.
Owners with pet insurance
We will assist in the completion of pet Insurance claim forms if requested. However it is your responsibility to check that your pet is covered for the treatment provided. For reasons of client data confidentiality we are not allowed to do this on your behalf. It is your responsibility to understand the details of your policy; not all companies provide the same level of cover for the same period of time and you will be responsible for any shortfall in the insurance payment.
In the event that your insurance company declines to settle your claim, or any part of it for any reason, you will be liable for the costs of treatment.
Owners without pet insurance
When surgery and/or hospitalisation is required for uninsured patients, please note that 50% of the estimated costs will be payable prior to admission and final payment will become due at the time of discharge. Cash, debit and most major credit cards are accepted; unfortunately we cannot accept payment by cheque or American Express.
Direct Insurance Claims
Owners are usually required to settle the fees for their pets’ treatment directly with us. However, depending upon the insurance company, we may be able to arrange direct payment of insurance claims.
By entering into our Direct Insurance Claim Service you will be required to complete a Direct Insurance Application Form (DICAF) and by doing so agree for all costs to be paid directly to DWR Veterinary Specialists Ltd.
Use of this service this must be requested at the time of booking or presentation at your initial appointment and the following documents must be supplied.
- A completed DICAF form
- A completed Claim Form
- A valid policy schedule detailing the level of cover and any deductions for which you are liable.
Patient Photographs
Photographs of your pet may on occasion be used for educational or publicity purposes, please inform our Receptionists if you do not want your pet to be photographed for these purposes.
Ownership of Records
Case records and similar documents are the property of, and retained by DWR Veterinary Specialists. Copies, with a summary of the clinical history can be passed to another veterinary surgeon on request. It may be necessary during the course of investigations to take radiographs or scans. Ownership of these images remains with DWR Veterinary Specialists.
Prescriptions for Medications
Veterinary surgeons may only prescribe prescription only medicines, category V (POM V’s) for animals under their care. For animals with an on-going disease condition we class ‘under their care’ as having been seen within the last three months.
We will normally dispense short courses of medication that your pet will require on discharge. You are entitled to ask for a prescription for any medications that we recommend for your pet and a fee is charged for prescription writing. Please note we cannot take responsibility for medications purchased elsewhere.
Telephone Recording
Please note that our calls both incoming and outgoing are recorded for training and monitoring purposes.
Complaints and Feedback
We welcome all feedback and hope that this is positive. However, should any client feel the need to complain, they should follow the procedure outlined in our Feedback Policy
PLEASE NOTE: We will not tolerate any aggressive or abusive behaviour towards any of our colleagues, clients or visitors to our premises, at any time. Anyone displaying such behaviour will be asked to leave the premises immediately and will then be notified in writing that they must find an alternative veterinary service.