What do I need to do to register my pet with your clinic? You can simply stop by the clinic or call us at 020 3432 5825 to register your pet with NoviVet. We will ask for your pet’s details (name, age, date of birth, species, breed and your details (name, surname, address, phone number, email address).
If you are changing vets, we will ask your previous veterinary practice to send us a copy of your pet’s clinical history at registration.
Are you an independent vet practice? Yes, we are! Our clinic is owned and operated by vets which allows us to stay focused on providing a personalised, high-quality service and continuity of care.
Can I request a home visit for my pet? How does it work? We offer home visits only for our existing clients, in exceptional circumstances. You can give us a call to prearrange all details with our team and get information about our vet’s availability and costs.
What is included in your Pet Health Care Plan? NoviVet’s Pet Health Care Plan is available for dogs, cats, rabbits and other small furries. The plan includes:
Annual booster and health check.
Kennel cough vaccination (for dogs).
50% discount on primary vaccination course (including restarts).
Flea treatment (recommended).
Worming (recommended).
50% discount on other flea and worming treatments.
Microchip implantation.
10% discount on consults, neutering, dental, nail clipping and anal gland expression.
6-month health check with a nurse.
Free insurance claims processing.
What should I do in case of an emergency with my pet? Emergencies may include pet poisoning, severe pain, bleeding or difficulty breathing, eye injury, sudden collapsing or loss of consciousness, heatstroke or hypothermia, severe cases of vomiting or diarrhoea, inability to move limbs due to a fall, fractured bones or difficulty urinating. Please call us without delay.
We will ask you to describe the emergency and, in some instances, instruct you on how to perform first aid, and guide you on how to safely transport your pet to the clinic.
What happens if my pet needs an operation? How long will my pet stay at your clinic after the procedure? Unless it’s been an emergency, we will give you the exact date and time of the operation, walk you through it and answer any questions you may have. We will provide pre-operation fasting instructions, and adjust your pet’s medication, and we may also advise some tests.
The recovery will depend on the type of the procedure, your pet’s health and their response to the treatment.
In which cases do I need a referral? For some surgeries and tests, we may refer you to a specialist. This will mostly happen because we do not have the adequate facilities, or, in some rare cases, expertise to treat your pet at our clinic.
Do you process claim insurance? Do you accept direct claims? We do process insurance claims. However, please note that there will be a fee associated with this service unless you have signed up for our Health Care Plan (HCP). In certain circumstances, we can accept direct claims, but only if they have been pre-authorised by your insurance company.
Will my insurance cover the costs of the treatment at your clinic? The scope and coverage of pet insurance may significantly vary between different providers and their policies. Please make sure to check your policy to understand the expenses you’ll be able to claim.
Costs
Why do I need to pay a consultation fee when I see a vet? A consultation fee reflects the cost of access to veterinary care. The allocated time is reserved for your pet and unavailable for other patients. Please give us a call at 020 3432 5825 to enquire about pricing.
What is included in the consultation price? The consultation price reflects the cost of our vet’s time and a portion of the cost of running the clinic (like equipment, medical supplies, building maintenance etc.), including our staff’s salaries.
Is paying for preventative health checks for my pet worth it? It is far easier and cheaper to prevent a pet’s illness than to treat it when they get unwell. Regular health checks allow us to spot early signs of illness and prevent the development of serious health conditions. We will advise you on the most appropriate health check schedule for your pet and leave it up to you to decide when to visit us. Don’t forget to check our Health Care Plan in which we included the most common preventative care services free of charge or at a notably discounted price.
What do I do if I can’t afford your vet fees? If you are worried that your pet may get unwell or if you’ll be able to provide necessary care when they age, and your financial situation permits, you may want to consider getting an insurance policy. Ideally, you should opt for a life-cover insurance policy. This way, the insurance will cover the costs of a veterinary treatment your pet may require. However, it’s important to note that your insurance policy may not cover preventative care, such as vaccines, flea treatment, and the like. We suggest taking a look at our Health Care Plan, which allows you to spread the cost of your pet’s care throughout the year and offers significant discounts on our services and products.
How much is an emergency vet appointment? The emergency vet appointment typically includes the cost of treatment needed and an out-of-hours consultation cost. Your pet insurance may cover the whole or part of the cost of the emergency appointment, so it’s worth checking your policy. You can also get informed about where to go for help and plan how to pay for treatment before an emergency happens. We have an out-of-hours emergency service in place with an external provider, so you can call our clinic to learn more.
What fees are not covered by the pet insurance? The insurance usually doesn’t pay for preventative treatments such as vaccinations, spaying, flea treatments, nail clipping, teeth cleaning and the like. Each pet insurance policy offers different levels of coverage for your pet. Please take your time to understand how the policies that you’re considering work. If you already have the insurance policy in place, the terms and conditions outline what’s included in the cover. For preventative care, check our Health Care Plan.
What are some unexpected pet healthcare costs I should be aware of? Some of the most common unexpected pet healthcare costs include:
Specialised diets for specific health conditions
Costs of enhancing your pet’s quality of life, especially as they age
Costs of emergency surgeries if they are not included in your pet insurance policy
Costs for managing chronic health conditions
Advice
When do you recommend a blood test for pets? We will recommend a blood test during any appointment when it may give us more information in the diagnosis stage. Additionally, we perform the test during your pet’s regular health check-ups and before any surgical procedures. We also suggest conducting the test before administering general anaesthesia or sedation to your pet for any procedure, to minimise the risks involved. The test is also useful in the monitoring of chronic conditions and evaluating the response to some treatments, allowing us to adjust medication dosages accordingly.
How often do I have to vaccinate my pet? Typically, dogs, cats and rabbits receive initial vaccinations during their youth, followed by booster shots delivered on a regular schedule. Pet’s vaccination schedule depends on their health, age and lifestyle. For more information, visit our page about vaccination services.
When is the right time to start special care for a senior pet? While every pet is unique, most dogs and cats may be considered seniors when they reach the age of seven to ten years. Large breeds tend to have a shorter life span than small ones, so they might be considered seniors as early as six to seven years old.
How often should I take my senior pet to see you? Our recommendation is to visit the clinic with your senior pet at least twice a year, but the frequency of the appointments will mostly depend on their needs and overall health.
Complaints
What do I do if I’m not happy with your service? We are fully committed to providing the best possible service to our clients. However, we understand that sometimes things may not go as planned and our clients may not be satisfied with the outcome. In such cases, we encourage you to let us know about your concerns so that we can investigate the matter and take the necessary steps to improve our protocols.
What is your complaints procedure? To file a complaint, please send us a written message at contact@novivet.com and one of our team members will contact you shortly to discuss the matter and try to find a resolution.
Can I ask for a second opinion from another vet? If you are not satisfied with our diagnosis or treatment plan, we will support your decision to seek a second opinion. You can either ask for a different veterinarian within our practice or seek advice from another practice.
