Frequently Asked Questions

This section of the website answers some of our clients' most frequently asked questions. Our receptionists are also happy to answer any other queries you might have about your companion's visits with us.

Referral
Patients have to be referred to us by their veterinary surgeon.

Contacting Us
Just like a human hospital we do 'Rounds' each morning starting at 9.00. If you have a patient with us, please call after 9.30am when we will be able to give you an update.

Our reception is manned 8.00am until 8.00pm weekdays and 9.00am until 1.00pm on Saturdays. We are staffed 24/7 with clinical not administrative staff so 'after hours' we use a single incoming telephone line. Routinely we use 3 incoming lines throughout the day. If your call is not answered, it is almost certainly because the staff on duty are attending an emergency. Please be patient and understanding. Emergencies must take priority.

Visiting
Please speak with your consultant who will be pleased to discuss arrangements with you. Naturally we will try to accommmodate clients but visits, especially out of hours, must be cleared with our Senior Veterinary Surgeon on-site and are not always possible.

How to find us
We are ideally located off the A217 at Southfields, Laindon in Essex. We are just 10 minutes from the Dartford Tunnel, 5 minutes from the M25 and only 30 minutes from Fenchurch Street Station in Central London. Visit our 'Find Us' page for a detailed map and facility to download directions direct from clients' home.

Payments
When you register with us you are agreeing to settle your account after the initial consultation or when you are reunited with your companion animal. We are not able to offer treatment until your sign your registration form. Our receptionists will be happy to assist you if you have a query and you can ask for the current total of your bill at any time.

If you have pet insurance we will help you process your claim. There are hundreds of pet insurance policies available, all are different. We do not have a contract with your insurance company or the resources to deal with them. They are not obliged to speak to or pay us, only you.