Pet Care Practice Frequently Asked Questions
Thinking about joining the Pet Care scheme? We've answered some common questions below to help you find what you're looking for.
Benefits of the scheme provided by you
Does the 20% discount apply to drugs?
Yes the 20% off would apply to drugs used for sickness and injury.
Does the 20% discount apply to neutering procedures?
If neutering is performed as a preventive measure full price can be charged, if however, you have advised that the pet should be neutered on medical grounds that would come under the discount. You may offer further discounts if you wish to.
Can I provide more than 20% discount to PDSA Pet Care clients?
Yes, you are able to increase the discount as you determine but the discount cannot be less than 20%. As a practice you can determine your own pricing and fee structures for all services available including those to which the 20% discount applies.
What vaccinations should be provided for free?
We would expect you to offer your basic vaccination regime. Any additional vaccines are classed as preventive care and therefore not subject to the 20%, however, if you’re happy to apply this it may encourage more clients to take it up.
Benefits of the scheme provided by us
What advice does the PDSA helpline give?
The nurse team will understand the situation and it will normally fit into one of three outcomes - contact local vet as soon as possible (catching life threatening or serious issues as soon as possible); contact local vet during normal working hours or advice only.
What is the newsletter?
It’s a quarterly newsletter packed with useful pet health advice.
How does the 15% discount on PDSA Petsurance work?
Once the client is registered they will be provided with a discount code which can be used pet insurance policies. 15% off for first year only; discount may be withdrawn at any time; discount not available on Accident Only policy; minimum premiums apply. Pet must be over 8-weeks old. For excluded breeds please refer to PDSA’s website.
How the scheme works - Client
Is the scheme limited by postcode areas?
Yes, we operate within postcode catchments for each participating practice.
At what age can a client access PDSA Pet Care?
The scheme is for clients 18 years of age or over, 16 and 17 year olds are permitted to join the scheme but only on the authorisation of the participating Veterinary practice – We will only process a client’s membership once the approval has been sought from you.
How many pets can a client register on PDSA Pet Care?
Clients can only register one pet per household under the scheme.
What species of pets is PDSA Pet Care available to?
The Scheme is only available or dogs and cats.
How do clients apply?
Client are asked to complete their application including chosen payment method and provide evidence they are in receipt of one of the qualifying means tested benefits. Applications can be made on our website, via email or post.
How long will the client be registered for?
The client is registered for 12 months.
How much does the client pay per month?
Practice clients sign up to the PDSA Pet Care scheme through PDSA and pay a monthly fee of £4.50 by Direct Debit. The first two months’ payments are taken at registration. Alternatively the client can pay the annual fee of £54 at the point of registration.
Can a pet be registered for PDSA Pet Care and be registered at a Blue Cross Pet Care Clinic?
No, the pet can only be registered for one of the schemes.
If a client loses their PDSA Pet Care email/card, how do I find out if they are still eligible or not?
We encourage clients to contact us so we can arrange a replacement to be sent. The quickest and easiest way to check a client status in real time is by using the Practice PC lookup tool https://www.pdsa.org.uk/admin/petcare/lookup alternatively you can call our helpline between, 9-5 Mon- Fri on 0808 1645040 and a member of our team will be happy to assist you.
If a client loses their PDSA Pet Care email/card, how do they get a replacement?
The client needs to either email our team petcare@pdsa.org.uk or call our helpline between, 9-5 Mon-Fri on 0808 1645040 to make a request for a replacement. If the client requires a card replacement they may be subject to a £5 fee to cover costs.
Can a client swap the pet on PDSA Pet Care?
No, the PDSA Pet Care membership email/card is for the named person and named pet only. If a client needs to arrange Pet Care for a different pet for any reason including the death of their pet they will need to notify us of their intention to cancel, we will then process their cancelation and set up a new membership if required.
How does a client re-register for PDSA Pet Care?
Prior to the end of a current year of registration, we will send the client renewal documentation and undertake appropriate eligibility checks as necessary before processing their renewal to the scheme.
How the scheme works - Practice
Will the client be a client of the practice or PDSA?
The clients will be your practice clients but with an agreement with PDSA. As such your practice terms and conditions will apply to these clients.
How much do I get paid per pet?
PDSA will pay the practice £3.00 (Inc. VAT) per month per registered pet to cover the cost price of the vet health consultation and the vaccination (annual payment would be £36 per client, Inc. VAT). Payment will be made directly to the practice via BACS within 10 days of the first working day of the month.
What monthly reporting can I expect to receive?
At the beginning of each month we will email you:
- A self-billed invoice detailing your registered client payments, any chronic vouchers, and any settlements we have paid you for cancelled registrations
- A list of all the clients who are included in that payment
- A breakdown of any settlement payments we have made to you (if applicable)
On a yearly basis you will be provided with and annual account and impact report. This outlines the number of clients your practice has supported and payments made to you from us, it will also include information on the number of vaccinations and consultations your practice has provided as part of the scheme.
How will I know if a client has successfully joined the scheme?
Once a client has been successfully registered and paid the annual fee or set up their Direct Debit, we will send them a PDSA Pet Care email/card, which will have the client, pet and registration status details on it for you to check. You can use the card to record the free services when they have been provided. We will new email/card every 12 months at re-registration. Clients who have email but have requested a card to be posted to them will also receive an email confirmation to show they have been registered for PDSA Pet Care and this can be used as proof prior to them receiving their PDSA Pet Care card. We will also send you an overnight email every time there are changes to your registered client list as new clients register, if a client cancels or registrations expire. You can check the status of a client at anytime by using the Practice PC lookup tool https://www.pdsa.org.uk/admin/petcare/lookup alternatively you can call our helpline between, 9-5 Mon- Fri on 0808 1645040 and a member of our team will be happy to assist you.
What happens if a client misses a payment?
PDSA will manage any clients who cancel their Direct Debits or miss payments and provide regular updates on clients who are no longer participating in the scheme.
What will I be paid if a client withdraws from PDSA Pet Care within the 12 months registration period?
- If a client withdraws from the scheme and the vaccination / booster and vet health consultation have already been provided then PDSA will pay the practice the remaining months of the year (at a rate of £3.00 per month) as a lump sum.
- If just the vaccination / booster has been provided then PDSA will pay the practice the remaining months of the year (at a rate of £2.00 per month) as a lump sum.
- If just the vet health consultation has been provided then PDSA will pay the practice the remaining months of the year (at a rate of £1.00 per month) as a lump sum.
- However, if neither of these services have been provided then PDSA will cease payments to the practice for the remainder of the 12 month registration period.
Can a client be removed from PDSA Pet Care?
PDSA reserves the right to suspend or cancel a client’s registration with PDSA Pet Care if the client is found to be in breach of their agreement with PDSA. In circumstances when a client has an outstanding debt with their practice that is more than 60 days overdue, PDSA reserves the right to suspend PDSA Pet Care and this would be reactivated once payment of the debt was made in full.
How can I feedback about the PDSA Pet Care scheme to PDSA?
Please contact a member of our Veterinary Support Team via email petcare@pdsa.org.uk or call them on 0808 164 5040.
Who is responsible for complaints or disputes relating to PDSA Pet Care?
The practice is responsible for any complaints, disputes, debts or claims resulting from treatments or services provided to clients by the practice, which would include those incorporated into the Pet Care scheme. Further details can be found within the contractual agreement. PDSA is responsible for any complaints, disputes or claims associated with administration of PDSA Pet Care.