Your Referral Journey

Everyone at HSR is a pet owner themselves and we understand how difficult it can be when a beloved four-legged (or occasionally three-legged!) family member requires medical attention. Our knowledgeable staff have been hand-picked to make you always feel as comfortable and at ease as possible. Of course, our main goal is to provide the best medical care our profession has to offer, but we do so with compassion and a smile.

Simple as 1, 2, 3

Once we have received a referral request for your pet from your local practice, one of our Client Care Assistants will contact you to arrange the most convenient appointment for you.

We send all necessary information out to you ahead of your appointment so that you have time to read through the information. This then means that appointments are a smooth process; from parking in our on-site car park, enjoying a hot drink in our spacious reception whilst you wait for your appointment and having a dedicated discharge time when it is time for your pet to go home

Your initial consultation with our Specialists will be at least 45 minutes, to allow plenty of time for a thorough discussion surrounding your pet’s condition and treatment options. Although we will not always know if your pet requires surgery until they have been assessed, we are usually able to perform further investigations on the same day if necessary.

It is vitally important to us that our clients feel part of the process and solution for their pets. We therefore want to make it clear that you, as the owner, always have the final say on whether you wish to proceed with any further treatment after your consultation.

It may be that the specialist recommends further investigations for your pet. If you’re happy to proceed, we can often facilitate these on the same day. This may include blood tests or advanced imaging such as CT or MRI scans.

If your pet needs a surgical procedure, this will be booked in for you at your consultation. The waiting times for procedures vary depending on the type but we also strive to treat patients as quickly as possible.

Should your pet need to stay with us, we have a dedicated 24hr nurse team to make sure their stay is stress-free. We have paid great attention to making our hospital as relaxing as possible for pets.

We have a ‘no bars’ policy meaning every spacious crate has a glass door and the lighting and ventilation systems provide as much natural light and fresh air as possible. We have set aside quiet kennels for more nervous patients and have installed a Sonus sound system for those who prefer to have the radio on for background noise. We also have a separate cat area.

When your pet leaves us following surgery, you will be given a discharge pack that a member of our team will talk through with you. Your vets will also receive a referral letter from the consultant to keep on your pets file.

Following treatment with us, your pet remains active on our system for six months. If within this time, you would like our advice or would like a follow up appointment, you are welcome to book without a re-referral. We ensure that you and your pet receives the best ongoing care and support.

We have a rehabilitation team for all our patients who require physiotherapy to aid their recovery or to manage their symptoms. If your pet would benefit from this, a member of our team will discuss options.