FAQs

Here is some useful information and frequently asked questions to help you understand more about ChesterGates Veterinary Specialists.

Where is ChesterGates Veterinary Specialists?

Our hospital is conveniently located just off the M56 at Chestergates Veterinary Specialists, Units E and F Telford Court, Gates Lane, Chester, CH1 6LT

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What is a specialist?

Much in the way doctors may refer you to a consultant in a hospital for a complex condition or procedure outside of their level of expertise, your local primary care vet might suggest that you are referred to a specialist veterinary surgeon.

To become a Specialist, a vet must focus entirely on their area of specialisation for three to five years, training under experienced Specialists in that field. During this time, they will examine, diagnose and treat a wide range of cases, publish clinical research in this field and prove themselves to be at the forefront of their discipline.

The title Veterinary Specialist is awarded as formal recognition of their expertise in their chosen speciality after completing advanced examinations. As well as offering continuing education to other members of the profession, our specialist vets regularly attend scientific meetings in order to keep up-to-date in their specific fields of expertise and have to reapply for the title Veterinary Specialist every 5 years. Find out more information via the ‘About Us‘ page.

What is a specialist veterinary referral hospital?

A specialist veterinary referral hospital is a facility that provides advanced veterinary care services for animals with complex or challenging conditions that require specialised treatment or diagnostics beyond what a general practitioner can offer. Referral hospitals typically have a team of board-certified specialists in various areas of veterinary medicine, supported by a team of other veterinary staff including qualified vets working towards further qualifications. Find out more information via the ‘About Us‘ page.

What types of conditions do you treat?

Our hospital provides advanced care for a wide range of medical and surgical conditions in animals, including cardiology, internal medicine, neurology, oncology, ophthalmology, orthopaedics, chronic pain management and soft tissue surgery. All of these teams benefit from the expertise of our in-house imaging and anaesthesia Specialists to ensure the most accurate diagnostic imaging and optimal care for smooth and safe anaesthetics. Please browse our services page for a full list of specialities.

How do I arrange a consultation?

We are a referral-only hospital and require a referral from your local primary care vet before organising an appointment with one of our referral clinicians. This allows us to work in collaboration with your local primary care vet to provide the best possible care for your pet.

In an urgent or emergency situation your vet will telephone us directly. However, for more routine cases they will either help you book an appointment online, using our online booking system, or they will provide you with a link for you to complete the booking at a time that is convenient for you. Your vet will then forward us the history and any pertinent test results for us to review prior to your consultation. Our reception team will contact you or your vet if we need any further information prior to your consultation. Once a booking is made and confirmed you will receive a confirmation email and welcome pack with further details.

Please be aware we do not offer routine evening and weekend appointments, but we do provide emergency care and the hospital is staffed with vets and nurses 24 hours a day. You can find out more information on what will happen during the consultation via our ‘Your Pet’s Journey’ page.

Will my vet be offended if I ask to be referred?

A referral is not a second opinion. It is the same as asking your doctor if you can see a consultant. Your vet will understand that sometimes an expert is needed to help, and we work with your vet to get the diagnosis and/or treatment that your pet deserves.

What should I expect during my pet's first visit?

During your pet’s first visit, our referral clinician will review your pet’s medical history and perform a thorough physical examination. The consultation may last up to an hour, depending on the needs of your pet and questions that you may have. Depending on the reason for the referral, additional diagnostic tests or imaging studies may be recommended.

Our referral clinician will discuss the recommended treatment plan with you and answer any questions you may have before we proceed so that you can have the final decision on what you think is best for your pet. You can find out more information on what will happen during the consultation via our ‘Your Pet’s Journey‘ page.

How long will I be at the hospital?

We put aside 45-90 minutes for new appointments to ensure we have a complete understanding of your pet’s problem and have time to meet and examine your pet fully before explaining the plan and costs in detail. This is for the consultation process only; if your pet requires additional tests then they will be admitted to the hospital.

How long will my pet be in the hospital?

This is entirely dependent on the problem, for example, most routine heart murmur checks are performed whilst you wait, whereas a surgical patient often has to stay in for a minimum of one night. Our reception staff will be able to give you approximate time scales and help you plan your trip.

What is there to do in the area whilst I wait for my pet?

If your pet is an inpatient for the day and you need to occupy yourself, here are some links to local amenities and facilities:

Cheshire Oaks Outlet Village – A retail therapy heaven, offering a range of popular brands, eateries and entertainment options.

Chester Zoo – Marvel at 15,000 animals on an incredible 125 acre site (entry fee applies).

Ness Botanic Gardens – Discover these lovely gardens on the west side of the Wirral peninsula with a visitor centre and cafe (entry fee applies).

Chester City Centre – Chester is a lovely historic city with lots of shops, restaurants, tourist attractions and points of interest.

Is there accommodation near ChesterGates?

If you are travelling a distance to come and see us at ChesterGates and require overnight accommodation, then please consider these options:

Travelodge Cheshire Oaks – 2.6 miles from ChesterGates. Ideally located for Cheshire Oaks Outlet Village, as well as The Coliseum Shopping & Leisure Park including restaurants and cinema. Free parking. Pets welcome.

Premier Inn Wirral (Two Mills) – 2.8 miles from ChesterGates. Free parking. Restaurant on site.

Brook Mollington Banastre Hotel & Spa 4* – 3.3 miles from ChesterGates. Health Club. Free parking. Pets welcome at an extra charge of £15.

Macdonald Craxton Wood Hotel 4* – 3.4 miles from ChesterGates. Health Club. Free parking.

Inglewood Manor 4* – 4.2 miles from ChesterGates. Free parking.

Mercure Chester North Woodhey House Hotel 3* 4.6 miles from ChesterGates. Health Club. Free parking.

Holiday Inn Ellesmere Port 3* – 4.9 miles from ChesterGates. Health Club. Free parking.

Brook Meadow Hotel 3* – 4.6 miles from ChesterGates. Free parking. Pets allowed.

Oakwood Farm Mews 3* – 1.1 miles from ChesterGates. Free parking. Café on site. Dogs welcome at an extra charge of £10.

Travelodge Chester Central – Situated in Chester City Centre.

The specialist referral practice is a long way away. Will I have to go back many times?

Not necessarily. Your own vet will often perform follow-up tests and your specialist oversees future care. We work with your vet to minimise journey times whilst optimising care for your pet.

Who looks after my pet overnight?

All of our staff are highly trained, and if your pet does have to stay with us overnight, they will be looked after by one of our interns (a qualified vet undergoing the first part of specialist training) and experienced registered veterinary nurses. Our interns can contact the specialists on-call who can provide additional guidance and support when needed.

How much is treatment going to cost?

Treatment costs vary widely between different conditions and therefore providing an accurate estimate prior to seeing a patient can be difficult. For up-to-date consultation fees, please contact reception. During your consultation, the referral clinician will be able to give you an accurate estimate of treatment costs. The ultimate decision remains yours and alternative options will be discussed with you during the consultation. Visit the payment and insurance page for more information.

When do I pay for treatment?

We ask that you pay for any treatment at the time you collect your pet unless a direct claim to your pet’s insurance provider is being processed.

What insurance documents do I need to bring with me?

Please bring along any relevant insurance documentation, including a current policy schedule and a signed claims form. If you are struggling to complete the claims form, our reception staff can help you.

If I have paid the invoice, how do I claim it from my insurance company?

Claim forms can be left with us for completion and sent off to the insurance company. Most forms are completed and submitted within 7 days of receiving them.

Will my insurance company cover the cost of treatment?

You will need to check with your insurance company about your level of cover, any exclusions applied to the policy and what excess you will need to pay. Once we have provided an estimate during the consultation, you will then be able to assess whether the policy will cover the treatment. If your insurance does not cover your insurance claim or there is a shortfall in payment, then you will be expected to settle the balance directly to the hospital.

Does ChesterGates do direct insurance claims?

We will perform direct claims with most insurance companies as long as the policy is confirmed as being active and you have completed all the required paperwork. The insurance companies often need a complete clinical history relating to your pet when assessing your claim so may also need your local primary care vet to provide this. Our reception staff will help you as much as possible with this process.

Can I find out if my insurance company will cover fees prior to treatment?

Yes, most companies will allow a pre-authorisation claim. Our referral clinicians can make an estimate of the anticipated costs and we will then contact your insurance company with details of the diagnosis and planned treatment. The insurance company will then give a decision on whether they will cover part of all of the fees, subject to the terms and conditions of your chosen policy. Not all insurance companies perform pre-authorisation claims, and our reception staff will help you as much as possible with this process.

Here to help

Whether you are a vet phoning for advice, an owner phoning for an update, or if you have any questions, please get in touch and chat to a member of our team - we are here to help you.

Call 01244 853 823

The hospital is staffed 24 hours a day.

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