Client service changes FAQs

Are PDSA currently offering preventive services?

Due to the Coronavirus pandemic, we are unable to operate our Pet Hospitals at full capacity. We have a limited number of appointments available for people to visit our Pet Hospitals each day. This means we’ve made the difficult decision to reduce the range of services we offer, which includes pausing preventive treatments such as neutering, vaccinations and microchipping.

We are encouraging clients to contact a local private vet practice for such treatments. Find your nearest private vet practice.

Why have you stopped preventive treatments?

In order to follow Coronavirus safety measures like social distancing, we've had to limit the number of appointments at our Pet Hospitals. We've paused our preventive service so these appointments can be used for our vets to treat life-threatening emergencies.

What services are you currently offering in Pet Hospitals?

We are still providing veterinary care to sick or injured pets, it just looks and feels a bit different now.

If your pet need needs emergency life-saving treatment you should call your local Pet Hospital directly. They will assess you pet's needs and book a face to face appointment at the hospital for you if needed. Please hold the line and a member of the team will get to you as soon as they can.

If your pet is ill, but it is not life-threatening, you should request a call back from a member of the team via our online form.

You can find more information on what symptoms to look out for in an emergency here.

When will PDSA services return to normal?

We don't yet know when we will be able to restart preventive services at PDSA. We will update our registered clients as soon as we have more information.

In the meantime we recommend owners speak to a local vet to ensure their pets get any preventive treatment they need. Find your nearest veterinary practice here.

I need advice from PDSA about my pet – where can I go to find this information?

You can still find lots of free information and advice about pet health and welfare on our website or by visiting our Pet Health Hub.

We also have a blog that features tips on pet care and our vets' expert advice on some of your commonly asked questions.

How do I check if I'm eligible? 

You can check to see if you're eligible for PDSA services by using our eligibility checker or by calling 0800 731 2502.

Can I still register/re-register my pet if I don't need an emergency appointment?

You can continue to register/re-register your pet(s) as normal, but we’re asking owners to call our Customer Service team to do this on 0800 917 2509. This will help keep our Pet Hospital phone lines available for emergency calls.

Will PDSA pay for treatment that I've had to go to a private vet for due to the change in service offering?

We will still be providing veterinary care for eligible pets who are ill or injured through our emergency and non-emergency services.

Unfortunately, due to limited funds, the charity is not able to help towards the cost of preventive treatments at a private vet.

I can't afford to go to a private vet – what am I supposed to do?

PDSA will be continuing to provide veterinary care for eligible pets who are ill or injured, only our preventive services have been paused. 

If your pet needs preventive care we recommend discussing the cost with a local vet who may be able to offer a payment plan to help spread the cost.

How do I go about getting a telephone consultation/call-back from the vet?

Registered clients can complete our online call back request form.

If you aren't yet registered you can check to see if you're eligible for PDSA services here or by calling 0800 731 2502.

Do I have to pay for a telephone consultation/call-back?

If you are registered as part of our low-cost service there is a £20 charge for a telephone consultation. There is no charge for clients registered under the free service.

For details about eligibility for each service please visit our eligibility checker or call the team on 0800 731 2502. 

My pet has had a procedure cancelled due to Covid-19 – when will this be rebooked?

Due to Coronavirus, we can't operate our Pet Hospitals at full capacity. We have a limited number of appointments available for people to visit our Pet Hospitals each day.

We have had to cancel all non-urgent and elective procedures, such as neutering, so that our vet teams can prioritise emergency treatments.

We don’t yet know when we will be able to re-start our usual service at PDSA. We will update our registered clients as soon as we have more information, but in the meantime we recommend owners speak to a local vet to ensure their pets get any preventive or non-urgent treatment they need. Find your nearest vet.

My female was due to be neutered but has now come into season – I have a male in the same house – what should I do?

As we are unable to provide neutering appointments at this time, we have lots of advice for pet owners about how to keep your unneutered dogs safe.

Preventive treatments such as neutering are still very important for pet wellbeing, so we are encouraging clients to speak to local veterinary practice about getting them done to ensure pets are protected. Click here to find your local private vet practice.

My pet is scratching and biting itself, I think it might be fleas, what should I do?

Preventive flea and worm treatments are really important to protect your pet against future problems.

Registered clients who require a prescription flea or worming treatment for their pet(s) should complete our call back request form.

Owners can also buy non-prescription products from our online Pet Store using the code CLIENT25% to get a 25% discount off selected flea and worming products.

If you aren’t doing microchipping does that mean I don’t have to have my puppy/dog microchipped?

Microchipping your dog is still a legal requirement. While we are currently unable to offer this service we recommend owners speak to local veterinary practices about getting their pet microchipped to keep them safe. Find your local practice.

Can I pay for a face to face consultation with a vet?

In order to follow Coronavirus safety measures like social distancing, we’ve had to limit the number of appointments at our hospitals. These appointments will prioritise life-threatening emergencies that require face-to-face treatment.

Our vets and nurses will discuss your pet’s symptoms during a telephone consultation and book an appointment at the Pet Hospital if that is required.