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Referral Charter

  • We will make initial contact with your client within one working day of you notifying us of the referral.
  • We will get back to you within 1 hour for an emergency referral request - although we will try to ensure this is with the relevant vet, this may not be possible, and it may be with a member of our admin team.
  • We will give your client all appropriate information about their referral, including discussion of costs, before the day of referral. We politely ask that you ensure that all relevant clinical records and a brief summary of your reason for referral have been sent by you before the pet’s case is seen. Please ensure there are no insurance claims pending.
  • If we recommend different treatment from that planned at referral, this will be handled in a sensitive and professional manner, involving discussion with you if this is possible or appropriate.
  • We will contact the client on the day of any procedure or surgery to report on progress.
  • At the time of discharge, all written advice given to clients will be emailed to you; to include discharge information, medication and next appointment.
  • A full written report of our work will follow to you within 4 working days (by post or email).
  • Any radiographs, ECGs, or advanced scanning images you send to us for reporting will be replied to you by email within 5 days of receipt. Lab test results from samples taken while your patient was with us will be reported within a similar time scale.
  • We will not register any client, that you refer to us, as a first opinion client for a minimum of 12 months.
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