Why has my vet recommended a referral?
Referral services offer investigations and treatments that your local vet may not do very often, may not have the equipment for, or may feel uncomfortable performing. All vets should make the welfare of their patients their first priority and sometimes this means seeking advice from vets who are highly trained in a specific field. Our Specialist-led team are experts in investigating and treating orthopaedic, spinal and soft tissue and physiotherapy conditions. We do not offer 'routine' veterinary work such a vaccinations.
What are your opening hours?
We are open between 8:00 - 18:00 Monday to Friday. Outside these hours we offer an emergency service.
I would like advice; will I be obliged to undergo surgery?
You are under no obligation to commit to surgery for your pet. Our role is to make a diagnosis and discuss with you the possible treatments together with their likely outcomes. There are often several potential treatment options available that may be considered. We will try to provide a balanced view on all your choices. This will hopefully allow you to decide about how you wish your pet to be treated. If you would like us to provide further guidance then we will be happy to do so, however it is very important that you agree how best to proceed. If we do not believe that surgery is indicated, then we will tell you so.
Is a referral consultation more expensive than a general practice appointment?
It is likely that a visit to a referral centre will be more expensive than a first opinion practice. This reflects the amount of time spent with each patient and the level of expertise and equipment that is necessary to provide the best possible outcome for your pet. In many cases a timely referral can be more cost effective in the long term, particularly in difficult cases, as a diagnosis can be reached more rapidly, and specific treatment started earlier.
The Vet in charge of your pets’ care will be pleased to give you an estimate of any treatment costs at the time of the consultation, before you decide whether or not to go ahead.
My pet is insured, can Kentdale claim directly from my insurance company?
We are happy to claim directly from insurance companies in the majority of cases, subject to pre-authorisation of the claim being received. Pre-authorisation means that the insurance company consider the details of the claim before the costs of treatment are incurred. This involves sending full case notes and expected costings for the underwriters to assess. It can take several days for the insurer to reach a decision which can sometimes mean treatment may be postponed. Please let our team know as soon as possible if you wish for Kentdale to claim directly from your insurance company, this will help to minimise any possible delays.
When do consultations take place?
All cases are seen for consultation in the morning (last appointment 12:30pm) as this enables our team to perform further investigations or surgery in the afternoon. To allow investigations to be performed as efficiently as possible we ask that all animals are brought in pre-starved for 12 hours in order that sedation may be given if required. Water may be available at all times.
How do I make an appointment at Kentdale?
Our Specialist-led team can only see patients referred to them by other Veterinary Surgeons. This is just like human medicine when a GP refers a patient to a Consultant in the NHS or at a Private Hospital for more specialist treatment. if you would like your pet to be seen by one of our team, please discuss a referral with your local vet.
How can I leave feedback about Kentdale?
At Kentdale Referrals we are committed to quality and excellence and ensuring the best possible outcomes for patients and clients. To view our Customer Charter click here.
We are committed to providing a 5-star service to our patients and clients. Your feedback matters to our team so that we can continue providing great care. At Kentdale we continually seek to provide our patients and clients with the best care and the best service. We are keen to hear about what we are doing well so that we keep doing these things, as well as anything you feel we can improve upon.
If you would like to leave feedback you can do so by clicking here.
What is your Complaints Policy?
Kentdale is committed to providing an excellent service and the highest standards of patient care. One of the ways in which we can continue to improve is by listening and responding to the views of our clients and Referring Veterinary Surgeons – this includes responding positively on the occasions when expectations are not met. We hope that we will always be given the opportunity to address any concerns, most of which can be sorted out easily and quickly, often at the time they arise and directly with the person concerned.
If, however, the problem cannot be resolved immediately, please speak to our Client Care Manager, either in person or by telephone on 015395 672 241. They will hopefully be able to address your concerns personally and promptly. If this is not possible, they will clearly explain any further action necessary including time frames. If you are still not satisfied, please put your concerns in writing to:
Client Care Manager
Unit 2B Moss End Business Village
Cumbria LA7 7NU
Please be aware that if you leave things too long after the event, it may be impossible to investigate the complaint properly; therefore, it is always best to alert us to any concerns you may have at the time. To help us to help you, please provide as much detail as possible with regards to dates, times, personnel involved and the nature of the complaint and the outcome you are hoping for.
All written complaints will be acknowledged within 3 working days and a response provided within 14 days (unless informed otherwise), detailing the proposed actions, how we will keep you updated, and the timescales involved. The time from complaint to resolution can vary depending on the individual circumstances, availability of personnel and complexity of the problem.
If we do not succeed in resolving the problem to your satisfaction, you should contact the professional conduct department of the Royal College of Veterinary Surgeons at Belgrave House, 62-64 Horseferry Road, London SW1P 2AF.
To view our complaints policy click here.
Please note that to maintain a quality service, we may monitor or record phone calls.