ndsr.co.uk Opiniões 15

I rarely leave reviews, but I feel compelled to share my experience because owners dealing with critically unwell pets are incredibly vulnerable.

I attended this referral hospital whilst my dog was experiencing repeated collapse episodes. During an already frightening situation, I was left feeling unsupported, dismissed and under significant additional stress regarding insurance and payment arrangements.

My concern is not simply that a direct insurance claim was declined. I understand practices make judgements and insurance outcomes are not guaranteed. My concern is how communication was handled, and the impact this had during an emergency situation.

At the time, I attempted to explain that I had received differing views regarding whether my dog’s symptoms were related to his previous tracheal condition. My experience was that this concern was dismissed, I felt cut off during discussion, and I left feeling the position had already been decided regardless of my concerns.

What has remained particularly upsetting is that even after further information emerged suggesting a different clinical picture, I did not feel reassured that my concerns regarding insurance handling or assumptions made earlier had been meaningfully addressed.

Most upsetting of all was feeling that raising genuine concerns about funding care for a critically unwell pet changed the tone of support I received. Rather than feeling understood, I was left feeling judged for asking questions about financial risk whilst trying to do the right thing for my dog.

I continue to wonder what would have happened had I not had funds available at the time. I have since raised this question formally and, at the time of writing, do not feel it has been directly answered.

Whilst responses have acknowledged communication issues, I do not personally feel accountability has been taken for the impact the experience had on me as an owner during an already traumatic period.

The overall experience left me feeling that reassurance, empathy and support should have been prioritised more strongly during a frightening emergency situation.

In contrast, my experience with other veterinary professionals involved in my dog’s care left me feeling more listened to, supported and reassured.
compassionate communication matters enormously when owners are making frightening decisions for beloved pets.. I would nightly recommend AURA or RVC as an alternative.. have had fantastic experience with both for critical care

Like others, if I could give zero stars I would.
Their prices are just extortionate - I was referred to them by the vets and when they contacted me, I was quoted £600 (which pet insurance wouldn't cover and I haven't got) JUST for a consultation and £9000 for the blood transfusion my poor boy needs due to anaemia. Yes I have pet insurance but £9000 is WAY more than the insurance would cover and there's no guarantee it would work. I've now got to look at other options for my boy.

Sadly no minus stars for this extortion and racketeering organisation. An absolute disgrace using poor animals to get to the coffers of their owners. No wonder the Competition and Markets Authority (CMA) have highlighted concerns around transparency in veterinary pricing and billing practices. Avoid this organisation like the plague.

Modern day theives.

I would avoid these type of companies, a disgraceful way to work, extortionate charges for doing very little.

All that was wanted was alittle time and advice, £300 charge is a rip off.

No wonder they have such a low rating.

The care would receive 3-4 stars. But the costs and the way in which the communication was handled by the specialist left something to be desired. The reception staff are hit and miss. One lady couldn't be bothered to do anything other than click her mouse and cough. She did manage to swivel her head when asked to serve me. The one night and an MRI cost £4,000 for a 12-year old, 6kg dog. Be careful on their 12-hour pricing policy and overlapping hours (even if part of 12-hours you are charged for 12). They are expensive for drugs (get the prescription and go elsewhere). They didn't even bother to give me an invoice when asking for the balance at reception. Fascinating insight in to the world of Vets, Panorama was right. The monopoly/Duopoly in Britain is not good for anyone in terms of Vets and fees. Told the dog had a stroke (best case) turned out nothing of the sort. I said no to a spinal tap - asked % increase in knowledge for this procedure and learned only 3% for the cost of almost £750.00 if not more. WOW. We have money but felt we had little choice.

The surgeon(s) are brilliant. Not impressed with the cost. AND they are owned by an American company. Not sure I would recommend.

In 2021 our little dog had spinal surgery at a cost of £6,000. This time, 2025, our little cat had brain surgery and the cost was over £11,000.

Their insurance department are very helpful, but now, even though NDSR said the mass in her little head was almost certainly a lymphoma, biopsy tests have now proved otherwise. Another test, which still may not be conclusive is an extra £350. I am sadly disillusioned.

Nothing short of fraudulent. Gone really downhill in terms of customer service and communication. Avoid at all costs. If you have to go, get all communications in writing.

This hospital is outstanding and I only have the highest regard for ALL the professionals I have met, be it Reception, Doctors, Surgeons, Inner Medicin, Insurance Dept. etc etc. There is politeness, care, compassion, understanding and a love for all pets that are brought in. I have experienced this first hand for over one year. Nothing is too much and appointments are always available. Everyone goes the extra mile. The skills they have are amazing. Our professional was the head of her team, Eilidh. When Eilidh was away, Annabel took over and when Eilidh left, it was Annabel all the way. She looked after my Sophie girl for over one year with compassion and professionalism. Thank you Annabel and all staff for everything. I will never forget.

If I could give this "vets" 0 stars I would!!

Back in October we took my dog Milo to go get a scan but the insurance was declined due to it being "pre existing" I got the insurance to re look into to the insurance and my dogs insurance have agreed upon it not being pre existing and the pre authorised it.
I have called back to these so called vets to try get an appointment for Milo to be seen and have a scan to see what's going on and they have full on refused for Milo to not be seen due to them saying it's still a pre existing condition even though the insurance looked into it and said the opposite. I am appaled by your service and is making my dog suffer even more. DO NOT use these if you have insurance cos they won't accept you anyway. Horrible horrible vets!

My boy was referred to NDSR because the vet suspected he might have tumors in his lung. NDSR reached out to me within an hour and scheduled an appointment.

Sofia showed professionalism and care as she reviewed my dog's medical history and treated us with sympathy as worried pet parents. She patiently explained the necessary tests to determine if my boy had tumors or another condition.

Thankfully, it turned out to be lungworms. We then worked with Freddie, who was also a great and professional vet. He provided the right treatment for my boy and kept me updated on his condition twice a day while he was hospitalised. The vet nurse was also very attentive and kind when I called for updates.

Now my boy is recovering well from the lungworms, and I'd like to express my immense gratitude to Sofia, Freddie, and all the vet nurses.

BEWARE OVERCHARGED
Please check your bills we were billed with an overcharge of hundreds of pounds and they would have happily taken our money with no checks and balances in place. We had to repeatedly ask them to check the bill before it was amended. Great clinicians let down by shoddy administrative processes

I am surprised to see so many negative reviews. Our experience is solely about the Veterinary Surgeon Dr Richard Everton and his team.

Our four year Pomeranian has developed dark pigment on her cornea and we had to check this out, to ensure we were not dealing with something serious. Dr Everson had his colleague and a nurse helping him and they performed a thorough examination and tests on both of her eyes. Dr Everson was friendly and very professional, he was very gentle and made sure our pet was at ease while performing tests on her eyes. We felt he was very kind and considering to our worry. Following the examination Dr Everson explained our pet’s condition and answered all of our questions. We were assured that her condition was not serious but that we needed to keep an eye on it. We left with a pleasant feeling and reassured.

My lab was referred to ND but the experience has been absolutely dreadful.

'Triaged' to the wrong consultant & wasted the insurance monies on completely an unnecessary test (ECG when she is presenting epileptic events - head jerking, collapses, salivating etc my son had childhood epilepsy so I am very familiar with the symptoms).

The reason given for the 15 minute cardio consultation at a cost £575, 'we always start with the heart'.
So why is the cardio recommending a week long ECG after the 48 hour ECG came back with nothing?

A triaged appointment and the promise of a collaborative approach hasn't happened, clearly my dog needs to be seen by neurologist but ND have successfully drained a large chunk of the insurance money meaning any further referrals /investigation will have to be self funded.

FYI a neurologist appointment fee here is £495, the same appointment at a well known veterinary hospital (which has been on the TV) is £330.

Please choose your provider carefully. The insurance monies sadly seem to be quickly depleted and we need to ensure we do the very best for our pets not the share holders.

Definitely a Dr Jekyll and Mr Hyde experience. The vet [Fiona] was fantastic, she was knowledgable, thorough, took time to explain to us about our Dog's issue and gave [what has proven to be] sound advice. The insurance and payment side is abysmal. Who ever is running this office needs to have a hard look at the operation and the processes in place. Because I didn't know how great the cost would work out to be, I opted to pay a 500 deposit plus 49 admin fee for NDSR to co ordinate directly with my insurers for payment. What a mistake! The confirmation email actually says "'This application will now be processed by our team and you will be notified of the company’s decision is due course." THAT DID NOT HAPPEN. A month passed by and I had heard nothing so I called NDSR and was told my claim had been declined by the insurance company the day after my visit. No explanation or apology when I asked why I was not informed. So I then called my insurance who advised the claim had NOT been declined, the form were not correctly completed by NDSR. The insurer called NDSR to put them right and resubmit. I and my insurer have done more admin than NDSR. Paying 49 pounds to NDSR to deal with the admin was a massive mistake in my case, if I had not called this would never have come to light. Gave 3 stars because of the great treatment, the business side is truly dreadful.

It's all about the money.......not the poor pets.