Pet Owners

Your visit

What you need to bring with you

Your veterinary surgeon will usually supply us with a letter of referral that outlines your pet’s relevant history and a brief summary of the problem along with any relevant X-rays or test results. Your vet may ask you to bring these along with you, or they may fax, post or email them to us in advance.

It is a good idea to make some notes about your pet’s history, for example, dates of events and any signs of problems you may have noticed. It is also worth making a list of your own queries or concerns to make sure that we address these with you at the appointment.

You should also bring along any relevant insurance documentation, including a claims form. You will also need to bring a means of payment as fees are charged for work as it is done not retrospectively. We generally require 50% of the estimated fees before commencing surgery. Full payment will be required at the time your pet is discharged.

Insurance claims – how it works

We usually ask that you pay at the time of treatment and then claim the costs back from the insurance company yourself. You will need to check with your insurance company about your level of cover, any exclusions you may have and what excess you will need to pay. We will do our best to help with this process.

Your claim forms can be left with us for completion after which we can send these to your insurance company. Most forms are completed and submitted within 7 days of receiving them.

Direct claims

We are usually happy to make direct insurance claims to insurance companies. This means we will receive payment directly from the insurer. Please contact our reception team in advance for further information on direct-claim policy.

Your appointment

During your appointment, we will obtain a detailed history of your pet’s medical background as well as information on the current problem. A thorough clinical examination of your pet will then be performed and any findings and provisional diagnoses will be fully discussed with you at the time. Whilst we make every effort to perform investigations and possible surgery on the same day as the consultation it is not always possible to do everything on that day. As a result, your pet may have to stay overnight or return on a different day for the procedure.  Again, this depends on the circumstances of the case and the current workload at the hospital.

Who will look after my pet?

Your pet will be under the care of one of our clinicians. However we have a large team behind the scenes who also look after your pet. All of our nurses are fully-qualified and registered with the Royal College of Veterinary Surgeons (RVN). In our specialist wards, the nursing team works closely with a team of Veterinary Care Assistants who are responsible for walking the dogs out regularly throughout the day, assisting patients to eat and providing “tender loving care” to your pet. At Lumbry Park we recognise that care overnight is just as important as during the day. Therefore we have a dedicated team of night nurses who care for patients throughout the night and are supported by experienced clinicians. Our team is always happy to update you on your pet throughout the day.

Ward Rounds

The team of veterinary surgeons along with the nurses at Lumbry Park carry out ward rounds every morning at 8.30 am and every evening at 4.30pm. This is a chance to discuss each patient thoroughly and to make any necessary changes to treatment and medication regimes etc.

Phoning for an update on your pet

As you can appreciate, early morning is a busy time here at the hospital. A member of the team will contact you after every morning rounds to update you on your pet’s progress. If your pet is staying with us for any procedures or surgery will be contacted by one of the team as soon as this is completed.

If you do have any questions in the meantime please feel free to call our Reception team who will do their best to help with your request.

Information sheets



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