FAQ's
Can I just come in off the street?
We would request that you phone ahead – our teams need to be prepared for the arrival of you and your pet. In some cases, this can mean the difference between life and death.
Why do I have to pay at the time of treatment?
It is our policy to request payment at time of consultation. This is necessary because we are not your regular primary care practice so cannot easily obtain payment at a later time.
Our staff will be able to advise on basic consultation prices over the telephone and give you plenty of forewarning of additional costs as your pet is examined. This way you can consider all options thoroughly without nasty surprises.
Can I claim on insurance?
There is no difference between the services provided by Vet24 and those of any other veterinary clinic or referral centre. Therefore, you can claim for costs incurred at Vet24 in the same way as you would with treatment received at your Primary Care Practice. As with all veterinary care, it is worthwhile checking your policy before agreeing to commence any costly treatments or surgery. All ambulance charges incurred during transfer of your pet will be included in your final invoice so that these can be claimed for along with your other treatments.
How can I get in to you?
In the event that you cannot arrange transport for yourself our team will advise on how to get your pet in to us either by ambulance or local taxi.
Can your vets come out to do a consultation at my home?
Just like the A&E of an NHS hospital, our Vet24 vets and nurses need to be on site to receive emergencies and to care for in-patients at all times. Coming out to you at home would put animal lives at risk and lose valuable time in treating your pet.
Can I register with Vet24 or Village Vet as a full-time client?
Vet24 is not a Primary Care Practice and as such we are unable to register your pet as a full-time client. Although Vet24 is a sister business of Village Vet, Village Vet is contractually unable to register any new clients or pets seen at Vet24 for a period of six months.
I’m probably just being silly…. is it ok to phone you for advice?
It doesn’t have to be an emergency to be important to Vet24. Whatever the reason, you can call our Vet24 Nurse Advice Line for round-the-clock reassurance. If there is any doubt whatsoever, our team will be happy to see you and your pet…even if it’s just to put your mind at rest and give you a night of sleep.
Why does my vet want to send me over to Vet24 out-of-hours?
Our team of vets and nurses work in shifts to provide care 24 hours per day, 365 days per year. In this way, we can provide your pet with genuine 24-hour care using state-of-the-art facilities and equipment designed for the care of critically ill pets. This is not possible in most veterinary practices in the UK. That’s why so many vets trust Vet24 and send over their out-of-hours cases to us.
You don’t have to worry about waking anybody up when you call us and you can rest assured that we will be in direct communication with your vet in the morning to make sure that everybody is well informed of the situation. By getting a good night of sleep, you can be confident that your usual vet will be in top shape to look after all the pets under his or her care during the daytime.
How near to Cambridge or London do I need to live to come to Vet24?
This depends on the severity of your pet’s condition. In the event of a life-threatening emergency, you need to obtain veterinary attention as quickly as possible at the nearest emergency centre. Our nurses will be able to advise on the best course of action when you call us. As a rough guideline, if you can get to us within 45-60 minutes, the added facilities and expertise we have will greatly benefit your pet in an emergency situation.
I’m on holiday in the vicinity of Cambridge / London. Is it ok to visit you?
Of course. We can keep in communication with your local vet to keep him or her informed and to obtain important clinical history.