Referral pathway
Veterinary Care
Support clients when illness, injury, treatment needs or practical barriers are affecting their dog’s access to veterinary care.
Use this guidance when a client is struggling to arrange an appointment, understand what to do next, manage treatment, administer medication, reach a veterinary practice or meet the cost of care.
The pathway helps professionals identify urgent concerns, understand the barriers affecting treatment and guide the client towards appropriate veterinary and practical support.
Professional overview
When to use this pathway
Use this guidance where a dog has a health concern or treatment need and the client requires support to access, understand or manage veterinary care.
Common situations include:
- the dog appears unwell or injured;
- the client is unsure whether the concern is urgent;
- the client does not have a regular veterinary practice;
- an appointment has been delayed or missed;
- transport is preventing attendance;
- the client is unable to afford treatment;
- medication or aftercare is difficult to manage;
- the client is struggling to understand the treatment plan;
- the dog requires follow-up appointments;
- the client’s health, disability or circumstances are affecting care;
- veterinary needs are contributing to thoughts of rehoming;
- the client needs help identifying relevant charitable or practical support.
HomeWagger and referring professionals should not diagnose the dog, recommend treatment or advise a client to delay contacting a veterinary practice.
Immediate veterinary action
Could the dog need urgent veterinary treatment?
Where there is concern about serious illness, injury, pain or rapid deterioration, the client should contact a veterinary practice or emergency veterinary provider immediately.
Potential warning signs may include:
- difficulty breathing;
- collapse, severe weakness or loss of consciousness;
- heavy bleeding or serious injury;
- repeated seizures or a prolonged seizure;
- suspected poisoning;
- severe pain or distress;
- repeated vomiting with deterioration;
- inability to pass urine;
- a swollen abdomen with distress or unproductive retching;
- sudden paralysis or inability to stand;
- heat-related collapse or severe overheating;
- significant trauma, including a road traffic incident.
HomeWagger cannot assess symptoms, provide veterinary advice or arrange emergency treatment. Contact a veterinary professional first. A referral can be submitted separately where practical or ongoing support is also required.
Initial conversation
Conversation prompts
Establish what the concern is, whether veterinary advice has already been obtained and what is preventing the client from progressing with care.
Understanding the concern
You could ask:
- “What changes have you noticed in your dog?”
- “When did the concern begin?”
- “Has anything become worse recently?”
- “Has your dog already been seen by a vet?”
- “What advice or treatment have you been given?”
Identifying the barrier
You could ask:
- “What is making it difficult to access veterinary care?”
- “Is cost the main difficulty, or are there other barriers?”
- “Would transport or help arranging the appointment make a difference?”
- “Are there communication or accessibility needs the practice should know about?”
Treatment and aftercare
You could ask:
- “Has medication been prescribed?”
- “Are you able to give the medication as instructed?”
- “Do you understand the treatment and follow-up plan?”
- “Is anything making the aftercare difficult to manage?”
- “Is another appointment or procedure needed?”
Explaining a HomeWagger referral
You could say:
“HomeWagger can help identify the practical barriers affecting your dog’s care and guide you towards appropriate veterinary, financial, transport or follow-up support.”
Then ask:
- “Would you be comfortable with me sharing the relevant information with HomeWagger?”
- “What is the safest and easiest way for them to contact you?”
Avoid statements such as “It probably is not serious,” “You can wait and see,” “The vet will treat the dog for free,” “A charity will definitely pay,” or “HomeWagger can tell you what is wrong.”
Welfare-first practice
Support access without replacing veterinary care
- encourage timely contact with a veterinary professional;
- do not diagnose or interpret symptoms outside professional competence;
- identify the practical barrier preventing care;
- avoid shaming clients who are struggling;
- distinguish urgent clinical needs from wider support needs;
- support the client to understand and follow veterinary instructions;
- share relevant information with consent;
- be realistic about charitable funding and eligibility;
- consider transport, communication and accessibility;
- explore support before permanent rehoming;
- escalate welfare concerns where necessary.
Recommended pathway
Identify, contact, support and follow up
Follow these steps when veterinary needs are affecting the dog’s welfare or the client’s ability to cope.
Understand the concern
Ask the client to describe what they have noticed and when it began.
Record the client’s description without attempting to diagnose the dog or interpret the symptoms.
Check whether veterinary advice has been obtained
Establish whether the client has:
- contacted a veterinary practice;
- spoken to a veterinary professional;
- attended an appointment;
- received a diagnosis or treatment plan;
- been advised to attend urgently;
- missed or delayed an appointment.
Identify immediate risk
Where there is concern about serious illness, injury, distress or deterioration, advise the client to contact a veterinary practice or emergency provider immediately.
A non-veterinary professional should not tell the client that a condition is minor, safe to monitor or unlikely to require treatment.
Identify the barrier to care
Clarify what is preventing or delaying progress.
Barriers may include:
- treatment cost;
- transport;
- anxiety about contacting the practice;
- difficulty using the telephone;
- mobility or disability;
- limited understanding of the treatment plan;
- language or communication needs;
- concerns about judgement;
- difficulties handling or transporting the dog;
- housing or personal instability.
Support contact with a veterinary practice
Where appropriate, help the client:
- identify their registered veterinary practice;
- locate a nearby practice if they are not registered;
- prepare the information they need to provide;
- write down the symptoms and timeline;
- explain relevant communication needs;
- ask what appointment or emergency arrangements are available;
- understand that the veterinary practice will determine clinical priority.
Address transport and access
Establish whether the client can safely transport the dog.
Explore:
- help from friends or family;
- accessible taxi or pet transport services;
- community transport where appropriate;
- whether the practice offers home visits;
- whether another suitable person can accompany the client;
- safe handling equipment for the journey;
- arrangements for a large, fearful or mobility-impaired dog.
Understand the treatment plan
Where veterinary advice has already been given, ask the client what they understand about:
- the diagnosis or concern;
- prescribed medication;
- tests or procedures;
- follow-up appointments;
- activity restrictions;
- feeding or wound-care instructions;
- signs that require further veterinary contact.
Where the client is uncertain about veterinary advice, encourage them to contact the practice for clarification rather than interpreting the instructions yourself.
Assess medication support
Identify whether the client can:
- collect the medication;
- understand the label and schedule;
- administer it safely;
- store it correctly;
- monitor the dog as instructed;
- obtain repeat medication;
- contact the practice if a dose is missed or a reaction is suspected.
Questions about dosage, missed doses, side effects or changes to medication must be directed to the veterinary practice.
Assess aftercare needs
Consider whether the client needs help with:
- restricted exercise;
- toileting;
- feeding;
- wound protection;
- lifting or mobility;
- attending follow-up appointments;
- monitoring the dog;
- temporary practical care.
Use the Temporary Care pathway where the client cannot provide the required care for a limited period.
Explore financial support
Where cost is affecting care, establish:
- what the veterinary practice has recommended;
- the estimated cost;
- whether treatment is urgent;
- whether the client has discussed payment with the practice;
- whether the client has pet insurance;
- whether the client may meet eligibility criteria for charitable assistance;
- what contribution the client can make;
- whether follow-up costs are likely.
Charitable support may be limited by location, eligibility, available funds, treatment type and participating veterinary practices.
Obtain informed consent
Before sharing information, confirm that the client understands:
- why the referral is being made;
- what information will be shared;
- who may be contacted;
- that HomeWagger cannot provide veterinary diagnosis;
- that funding or practical help cannot be guaranteed;
- that clinical decisions remain with the veterinary professional and dog owner.
Share relevant information
Include:
- the dog’s identifying information;
- the client’s description of the concern;
- veterinary advice already received;
- the practical barrier affecting care;
- appointment or treatment dates;
- medication and aftercare needs;
- relevant accessibility requirements;
- the specific support requested.
Follow up
Where appropriate, confirm:
- whether the client contacted the practice;
- whether the dog attended the appointment;
- whether treatment has begun;
- whether practical barriers remain;
- whether medication and aftercare are manageable;
- whether another referral pathway is required;
- whether welfare concerns need escalation.
Consider longer-term support
Where the dog has an ongoing or recurring health condition, help the client consider:
- future treatment and medication costs;
- transport for repeat appointments;
- practical help with exercise or mobility;
- emergency contacts;
- temporary-care arrangements;
- insurance or budgeting where appropriate;
- a written contingency plan.
Practical assessment
Information to gather
Gather proportionate information about the dog, the veterinary concern and the barrier preventing care.
Dog details
Record the dog’s name, age, breed or type, size, microchip status and current location.
Current concern
Record what the client has observed, when it began and whether the concern has changed.
Veterinary contact
Record the veterinary practice, advice received, appointment dates and any recommended next steps.
Medication
Record prescribed medication, collection needs and any difficulty following the instructions.
Transport
Identify how the dog can reach the practice and any handling, mobility or accessibility concerns.
Cost
Record the estimated cost, insurance position, payment discussions and charitable support already explored.
Accessibility
Identify mobility, sensory, communication or mental-health needs affecting access to care.
Aftercare environment
Consider whether the client’s home, routine and support network can meet the dog’s recovery needs.
Welfare risk
Record any concern about untreated pain, delayed treatment, deterioration or inability to meet essential needs.
Access barriers
What is preventing care?
The most useful intervention may be practical support rather than a new veterinary service.
Practical barriers
- no transport;
- reduced mobility;
- difficulty handling the dog;
- lack of childcare;
- unsuitable appointment time;
- temporary homelessness;
- inability to leave another dependent person;
- no help with aftercare.
Communication and emotional barriers
- severe anxiety;
- fear of judgement;
- difficulty making telephone calls;
- limited understanding of the process;
- language needs;
- sensory or cognitive needs;
- previous difficult experiences;
- distress about diagnosis or treatment decisions.
Financial barriers
When treatment cost is affecting care
Encourage the client to discuss the situation openly with the veterinary practice. The practice is best placed to explain clinical priorities, treatment options, estimates and payment arrangements.
Practical steps may include:
- asking for a written estimate;
- confirming which treatment is clinically urgent;
- discussing available treatment options with the vet;
- checking pet-insurance cover;
- asking whether payment arrangements are available;
- checking eligibility for charitable veterinary services;
- exploring local welfare organisations;
- considering transport and follow-up costs;
- planning for ongoing medication or repeat appointments.
Referring professionals should not recommend a cheaper treatment, advise against veterinary recommendations or suggest that the client change prescribed treatment without speaking to the vet.
Information sharing
Share relevant, proportionate information
HomeWagger generally needs information about the dog’s care, veterinary contact and practical barriers—not the client’s full health or case history.
Usually relevant
- client contact details and consent;
- dog details;
- the client’s description of the concern;
- veterinary practice details;
- advice or treatment already provided;
- appointment and follow-up dates;
- medication and aftercare needs;
- access, cost or transport barriers;
- relevant welfare concerns;
- specific support requested.
Usually unnecessary
- the client’s full medical history;
- complete financial records;
- unrelated safeguarding information;
- full case-management notes;
- unrelated family circumstances;
- information that does not affect the referral.
Veterinary records should only be requested or shared where necessary, lawful and appropriately authorised.
Referral considerations
Before submitting a referral
Referral checks
- the client understands the purpose of the referral;
- informed consent has been obtained;
- urgent veterinary action has not been delayed;
- the dog’s current location is known;
- the veterinary concern has been described;
- any veterinary advice already received is recorded;
- the primary barrier has been identified;
- the support requested is clear;
- immediate welfare concerns are recorded;
- realistic expectations have been explained.
Information to include
Client information
- name and safe contact details;
- preferred communication method;
- accessibility requirements;
- consent status;
- emergency contact where relevant.
Veterinary information
- veterinary practice;
- appointment dates;
- advice or treatment received;
- medication or follow-up needs;
- estimated cost where relevant.
Support required
- arranging access;
- transport;
- financial support;
- medication or aftercare planning;
- temporary care;
- wider case guidance.
Support before rehoming
Is the dog’s health driving thoughts of rehoming?
Veterinary needs can make a client feel that permanent rehoming is their only option, particularly where treatment costs, mobility, medication or ongoing care feel unmanageable.
Before progressing towards permanent rehoming, explore:
- veterinary clarification of the dog’s needs;
- financial assistance;
- help with transport;
- support administering medication;
- practical help with exercise or mobility;
- temporary care during recovery;
- adaptations to the dog’s routine;
- support from friends, family or community services;
- longer-term contingency planning.
Where permanent rehoming remains necessary, move to the Responsible Rehoming pathway and ensure the dog’s medical needs are accurately disclosed.
Open responsible rehoming guidanceProfessional boundaries
What this pathway does and does not provide
HomeWagger supports practical assessment, navigation, signposting and coordination around dog-related needs.
This pathway does not replace:
- veterinary diagnosis;
- veterinary treatment;
- emergency veterinary services;
- prescribing or medication advice;
- professional assessment of pain or prognosis;
- legal advice;
- statutory animal-welfare responsibilities;
- safeguarding procedures.
Staff should not:
- diagnose the dog;
- advise the client to delay veterinary contact;
- alter medication instructions;
- recommend stopping treatment;
- interpret test results;
- guarantee charitable funding;
- promise that a particular practice will provide treatment;
- make clinical decisions on the client’s behalf.
A HomeWagger referral does not transfer veterinary, financial, safeguarding or legal responsibility from the client or the referring organisation.
Related portal resources
Explore connected support needs
Financial Hardship
Use where wider financial pressure is affecting food, veterinary treatment or the ability to continue caring for the dog.
Open financial guidanceTemporary Care
Use where the client cannot provide treatment-related care or supervision for a limited period.
Open temporary care guidanceHospital, Hospice and Healthcare
Use where the client’s own treatment, admission or healthcare needs are affecting the dog’s care.
Open healthcare guidanceOlder Age and Disability
Use where disability, reduced mobility or frailty is affecting appointments, medication or aftercare.
Open disability guidanceBehaviour and Training
Use where handling, fear, aggression or another behavioural concern is making veterinary access difficult.
Open behaviour guidanceResponsible Rehoming
Use only where appropriate veterinary and practical support cannot make continued care realistic.
Open rehoming guidanceNext steps
What would you like to do next?
Start a referral
Submit information about a client who needs support accessing or managing veterinary care.
Start a veterinary care referralShare the client guide
Send the client HomeWagger’s financial and veterinary support guidance.
Open the client guideRequest case guidance
Contact HomeWagger where the barriers are complex, the available support is unclear or welfare concerns remain.
Request case guidance💚 The HomeWagger Promise
Veterinary care should be accessible, understood and supported.
A client may care deeply about their dog while still facing financial, practical, emotional or accessibility barriers to treatment.
HomeWagger helps professionals identify those barriers, connect clients with appropriate support and protect the dog’s welfare without judgement.
The aim is timely veterinary attention, manageable follow-up care and a realistic plan that helps the dog remain safely with their owner wherever possible.