How much are the fees?
All fees are subject to VAT. We have a range of fee levels depending on how much time is spent on a case and the drugs, materials and consumables used. We charge for each visit and always try to provide our customers with an estimate of costs before appointments. However, in some cases, there are simply too many variables involved or the final treatment is more complex than first anticipated. Please ask us if you have any questions or would like a detailed breakdown of treatment costs.
When is payment due?
We ask that payment is made in full after a consultation and before collecting your pet. We accept all major cards and can accept payment from a third party with their authorisation.
What if I have pet insurance?
We do not usually claim direct from insurers, but are happy to complete your claim form at no extra charge for you to claim your money back. If we agree to collect payment direct from your insurer, we will charge you £22.00, which will not be reclaimable.
What if I can’t afford the payment?
If you are unable to afford the costs of your pet’s veterinary care, you may be eligible for financial help from various charities, e.g. PDSA, The Cinnamon Trust, Dogs Trust, etc. Please contact them directly before any treatment starts to discuss your financial situation.
For any other unpaid accounts, we reserve the right to refer your account to a debt collection agency unless specific payment terms have been agreed with one of the Directors. A surcharge of 10-25% of the outstanding account (depending on the size and age of the debt) will be added to your account to cover the associated costs of outsourcing the debt to a third party debt recovery agency. Please note that such action may damage your future credit rating.
What about my pet’s clinical records?
You are welcome to a copy of your pet’s clinical records, radiographs, blood sample etc. If you move practices, we will send these to your new vet when requested. We never discuss or sell confidential records to any third party, except when another veterinary surgeon requests them.
What do I need to know before operations?
Your veterinary surgeon will explain the process and what you need to know before an operation. The main thing to remember is not to feed your pet from 8pm the evening before surgery. The only exception is for rabbits (they must have food). Water is allowed up to the appointment. You might also like to bring a few things to make your pet feel at home – for instance, their favourite food, a small toy or blanket – but please do not bring bulky beds.
How do I contact Wilbury out of hours?
If your pet needs veterinary care outside of our normal hours, you can be seen by “PETS”, our emergency service provider (01273 566993, The Deneway, London Road, Brighton). They are staffed by a dedicated night team for continuity of care. They are a separate business and will require payment directly. Their notes are emailed to us before we open each day.
We do occasionally care for patients overnight at our clinic, in circumstances when intensive care is not required. On these occasions, our staff will examine them as required. However, we do not usually have staff present overnight. In cases where you or we feel overnight monitoring is required, we will liaise with the emergency clinic and ask you to take your pet to PETS at the end of our working day.
What should I do if my pet is nearing the end of its life?
We have an experienced and empathetic veterinary team who are incredibly well qualified to discuss this sensitive subject. At our practice, we have a beautiful end of life room in our garden area. This room has a private exit, so you don’t have to go through the main practice. We can prepare this quiet space with candles, blankets and soft lighting for euthanasia appointments. We use the fantastic Surrey Pet Crematorium for aftercare, and we cannot speak highly enough of their services.
Are you a cat-friendly practice?
We love welcoming cats to our practice and are the only vets in Brighton and Hove to have obtained a prestigious ISFM cat-friendly gold status. Our building has been designed with our feline friends in mind, adding cat-friendly features throughout to calm even the most nervous patients. We have separate cat and dog waiting areas and separate sound-proofed wards. We use Feliway calming pheromone in all areas and have neatly designed cat shelves for our more curious cats to explore.
How do I make a complaint?
If you have a dispute or are unhappy with any aspect of our service, please email your complaint to firstname.lastname@example.org and one of the directors will contact you within a week.
Can I have a second opinion or referral?
If you would prefer another veterinary surgeon to examine your animal, please ask when you make the appointment. If you would like another practice to examine your pet, they will contact us to request a copy of the clinical records. We may occasionally suggest referral to a colleague with experience of a particular type of condition. We will arrange this appointment for you and explain the experience and qualifications that person holds.
How do I order a prescription?
Prescriptions are available at a charge of £12.50 including VAT. You may obtain Prescription Only Medicines, Category V, (POM-V’s) from your veterinary surgeon OR ask for a prescription and obtain these medicines from another veterinary surgeon or pharmacy. Your veterinary surgeon may prescribe POM-V’s only for animals under his or her care. A prescription may not be appropriate if your animal is an in-patient or immediate treatment if necessary. You will be informed, on request, of the price of any medicine that may be prescribed for your animal.
We reassess repeat prescriptions every four months, but this may vary with individual circumstances. The standard charge for a re-examination is our “follow-on consultation fee” of £44. Further information on the prices of medicines is available on request.