Key Facts:  Veterinary Behaviourist Case Review

Overview:
Second Nature Behaviour works closely with exceptionally qualified Veterinary Behaviourists, who are both qualified vets and behaviourists. When there is a small aspect of the case that requires additional expertise, our Clinical Animal Behaviourist and your vet can work with a Veterinary Behaviourist to remotely review your pet’s case and provide further advice. All communications with the Veterinary Behaviourist are handled directly by Second Nature Behaviour. Sometimes, it becomes clear that it is appropriate for the entire case to be passed over and referred to a Veterinary Behaviourist for them to lead, in which case additional fees will be due.

When:  takes place online between your Clinical Animal Behaviourist and a Veterinary Behaviourist – you are not present at this appointment.

What you need to do to prepare:

□          If they haven’t already, please ask your vet to give their written consent through our web site or via email for a Veterinary Behaviourist to be involved in your animal’s case;

□          Please ask your vet to send us your animal’s latest clinical history and any test results;

□          Send any videos, images, diet information, screening questionnaires and diaries as requested;

□          Read the safety precautions below.

What we will do:

• We will liaise with your vet and a select Veterinary Behaviourist to arrange a review of your animal’s case.
• The Veterinary Behaviourist will review your animal’s clinical history and the behaviour reports.
• The primary behaviourist you have been working with on your animal’s case will then speak to the Veterinary Behaviourist via online video link for up to an hour, providing their verbal assessment of your animal’s behaviour and raising any questions they have about the medical side of your animal’s behaviour to the Veterinary Behaviourist. You will not be present at this appointment.
• The Veterinary Behaviourist will then send a brief written report to your normal vet with any suggested changes or additions to be made to your animal’s behaviour modification treatment plan, such as suggested medications or possible further medical tests.
• After your vet has had time to review the Veterinary Behaviourist’s suggestions, they will decide the best next steps. You and your behaviourist will then implement the advice according to your vet’s instruction.
• Your behaviourist will later report back to your vet on the outcome of any ongoing treatment measures.
• You do not directly communicate with the Veterinary Behaviourist unless otherwise agreed.  If you have any questions, then you can direct them to your vet or your behaviourist.  If your vet, your behaviourist, or yourself feel that further advice is needed from the Veterinary Behaviourist, then there will be a further charge (see below).
• Note that the Veterinary Behaviourist will be remote from your animal, so they will not be able to perform a physical clinical exam or provide a diagnosis. Their suggestions are made remotely and are dependent upon the case documents provided. However, they can provide general advice to your referring vet about treatment or further investigations relevant to the case.
• Please note that your normal veterinary surgeon will remain responsible for the treatment, provision of 24-7 emergency care, advice and any prescriptions given for your animal.
• If it becomes apparent that the case would need to be fully referred to a Veterinary Behaviourist so they take the lead in the ongoing behaviour assessment and treatment of your animal, then we will advise you that this is the case, then additional fees will be due or you will need to contact a Veterinary Behaviourist separately. At that stage, we will transfer any case documents to your chosen Veterinary Behaviourist when requested.

Recording and students:  With your permission, the consultation may be recorded for training purposes.  Also pet behaviour students may quietly sit in on the session, either in person or through online video link, such as Zoom.

Safety for you and your pet:

• Any information regarding the pet’s health and/or existing medical conditions/treatment must be disclosed prior to any consultation, or training, or supply of equipment. Where relevant any health issues regarding you, the handler, should also be disclosed to avoid injury and other issues pertaining to the services/equipment supplied.
• Any information regarding behaviour issues in relation to your pet MUST be freely disclosed for example, fear, aggression, pet’s previous behaviour history etc. Failure to do so could cause serious harm to your pet, you the owner, your behaviourist, or other members of the public.
• Children, friends and family members are welcome to join in with consultations – this is at your own discretion. All involved must also comply with the Health and Safety recommendations advised herein and to take proper reasonable care during and after the consultation. We accept no liability for the health and safety of those you choose to involve.
• Children must always be supervised when around animals and you should take proper care to ensure that they do NOT attempt to replicate any training, or behavioural modification recommendations on your pet without proper, adult supervision. This applies in all cases, even if the children have been actively involved with behavioural consultations or training sessions with Second Nature Behaviour.
• It is your responsibility to ensure that your pet does not harm in the future. You may wish to consider taking out third party insurance for your pet.
• Second Nature Behaviour does not endorse the use of physical punitive correction. For more information, please see our Animal Welfare Policy at www.secondnature.bio/animal-welfare-policy.pdf 
• In emergency situations for your animal, please call your normal vet practice straightaway.

How to get the best results:
It is important for you to follow the behaviour modification plan (BMP) if any improvement is to be seen. However, the BMP is not always successful and success cannot be measured by results. The BMP may be modified as the animal’s behaviour develops. Each animal is different and it may take a long time, dependent upon individual needs of the animal and your own circumstances. Your animal may need additional ongoing support. Therefore, whilst we will do our very best to assess the animal’s behaviour and make recommendations, success is not guaranteed and we cannot be held responsible if the animal’s behaviour does not improve or change.

Cost and payment terms:

All fees quoted include VAT.

Basic fee for Veterinary Behaviourist Case Review:  Unless otherwise stated, Veterinary Behaviourist Case Review is not included as part of our standard behaviour consultation services. The initial fee for this Veterinary Behaviourist to review your animal’s case is £240, which is normally secured by a full payment in advance. This can be paid over the phone or online by credit/debit card or by bank transfer.

Paying via direct claim from your pet insurer:  We accept direct claims from select pet insurers as listed on our website here:  www.secondnature.bio/accepted-insurers-for-direct-claims.pdf

Please provide us with your pet insurance certificate and policy details, including the insurer, policy number, when you first took out the policy and any excesses payable by you.  In order to book an appointment, you need to pay the excess deposit and authorise us to securely store your debit/credit card details on file.

By making the booking and paying the deposit, you authorise Second Nature Behaviour to raise a claim with your pet insurer on your behalf for the above-agreed services and you grant your pet insurer permission to discuss this insurance claim with Second Nature Behaviour staff in full. Some insurers only process claims via pet owner online accounts, so in such circumstances, you need to raise a claim with your insurer, requesting them to pay Second Nature Behaviour directly and ensure we have received confirmation of this claim at least five working days prior to the appointment. Failure to do this may result in the consultation being cancelled. We are not responsible for helping to process claims involving third parties, such as psychoactive medication prescribed by your veterinary surgeon.

You are responsible for understanding the limits of your policy.  If, for whatever reason, we do not receive the full payment from your insurer within 4 weeks after the appointment, then we will invoice you and take payment for the remaining balance from your card details within 5 working days.

Paying in instalments:  There is an option to pay for your initial consultation in instalments via ClearPay or Klarna, which you can request upon booking. Note that your terms of payment agreement is with this third party and so any questions should be directed to them.

Additional appointments:  If additional Veterinary Behaviourist Case Review support is required, then it is chargeable to you at the hourly rate of £240/hour. This will be invoiced and payment is due within 14 days of the invoice date.

Other costs:  You may need to incur expenses which are related to your pet’s behaviour treatment plan, but not due to Second Nature Behaviour Ltd, such as to your vet or other animal care professionals, or in terms of equipment that may be helpful, such as leads or harnesses. Second Nature Behaviour Ltd do not receive any benefits or commission by recommending particular equipment or professionals providing related services.

Refunds and cancellations:
Regrettably, we only provide refunds in exceptional circumstances, which unfortunately excludes an animal no longer being in your possession. The full fee of Veterinary Behaviourist Case Review service is due even if you choose not to go ahead with all aspects of the service, or if you choose not to follow their advice or that of your normal vet.

If you cancel at least 7 working days before the appointment between your Clinical Animal Behaviourist and the Veterinary Behaviourist, then £50 is retained to cover administration costs. Any cancellations received with less than 7 working days to the appointment will result in retention of all the consultation fee.