Small Animal Referral Hospital Animal Behaviour Service - Frequently Asked Questions

Do I need a referral from my veterinarian?

As a referral only Veterinary Hospital, our consultations are made via referral from your veterinarian. We require your veterinarian to request a consultation via the online referral form and then send us a full clinical history; once we have received these, we will contact you to arrange completion of the behaviour questionnaire, and upon its return, we will arrange a consultation for you.   

Who will I be seeing?

You will be seeing our Staff Clinician, Emma James. She is a qualified Veterinary Surgeon with additional post graduate qualifications in clinical animal behaviour. Emma finished her residency in 2025 and remains at Langford Vets as a Staff Clinician.

What is the cost of your services?

Behaviour Prices - detailed breakdown of behaviour consultation costs

If you are seen in person or via remotely Teams, payment is due at the time of consultation. This can be done over the phone or via BACS transfer.

Will my cat or dog insurance pay for the consultation and any medication?

Please contact your insurance company to confirm what your cat or dog is covered for in relation to behaviour problems/illness. If your animal is covered for behaviour, then costs associated with their behavioural treatment can be claimed according to their insurance policy terms.

What species do you treat?

Dogs and cats only.

What services do you offer?

Our Staff Clinician, Emma, is available for initial behaviour consultations, including discussion of your pets' behavioural concerns, formulation of a behaviour modification plan and prescription of behavioural medications if indicated. Emma is also available for follow-up veterinary consultations as needed.

Our Behaviour Nurse, Sarah, is available for follow-up consultations during which she goes through the behaviour modification programme prescribed by Emma in detail and assists you with every aspect of it. This includes assistance with fitting head collars, harnesses, and muzzles as necessary, working through training tasks specific to your cat or dog and working through any desensitisation and counter conditioning programme specific to your cat or dog.

Can you give me advice over the phone or via email?

It is potentially dangerous to offer behavioural advice without having a full knowledge of your cat or dog’s medical history, the presenting problem, and the surrounding circumstances.

In accordance with The Royal College of Veterinary Surgeons Code of Professional Conduct for Veterinary Surgeons, we cannot offer advice to owners of cats or dogs we have never seen. Veterinarians must establish a valid “Veterinarian-Client-Cat or dog Relationship” (VCPR). The legal requirement for this is an appointment with your cat or dog, either in person or via Teams.  

The VCPR is also subject to expiry as your cat or dog’s health condition may change over time. Therefore, if it has been over 6 months since we last saw your cat or dog, we are unable to offer advice or dispense behavioural medications directly.

I have an urgent problem; can you help?

Acute pain, neurological, medical, or dermatological abnormalities may all lead to sudden changes in your cat or dog’s behaviour. True emergencies must be first addressed by your primary veterinarian to rule out any physical pathology that may lead to behaviour changes. Once your cat or dog has been cleared of any physical pathology which is causing their behavioural changes, behaviour referral can be considered.

I have several cats or dogs with the same problem, or they fight with each other. Will I be charged more than one consultation fee?

Our consultation fees are based on a presenting problem, not the number of cats or dogs. This means that if you have two dogs or two cats fighting with each other, we only charge one consultation fee.

However, if you have two cats or dogs with two different problems (e.g., one with aggression, the other with noise phobia), it will require two separate consultations, and you would be charged for two cases.

My two cats or dogs are aggressive towards each other. Can I bring them both?

If you suspect your cats or dogs might show aggression towards each other during your travel to the clinic or during the consultation, you should leave one of them at home. If necessary, we can see you for a remote Teams-based consultation, so you do not need to travel with them. If you are having a Teams-based consultation, you should have both cats or dogs in separate rooms for the consultation.

Do not hesitate to contact us by phone on 01173 940 513 if you are not sure and need specific advice.

I already saw a different behaviourist or a trainer, what will you do differently?

The Veterinary behaviour service at Langford Vets aims to take a comprehensive approach to your dog or cat’s behavioural problem. As a veterinary behaviourist, Emma can discuss the medical aspects of your cat or dog’s case and the influence this may have on your cat or dog’s behaviour. Once we have taken a full medical and behavioural history, we review what treatment or techniques have been trialled so far, how your cat or dog responded, and the current behavioural presentation. We can then formulate a specific behaviour modification plan with you. We may suggest changes to the previous program or design a completely different one. We can help you develop a strategy that suits your individual needs, time, and circumstances.

Finally, we can offer advice on the use of behavioural medications where they are indicted which a trainer or behaviourist cannot offer. As part of a multidisciplinary referral hospital, we are also well placed to discuss onward referral and liaise with other departments here at Langford if indicated.

How should I prepare for my initial appointment?

An initial behaviour consultation is normally two to three hours long; please allow enough time to be in a consultation for this length of time when arranging a consultation.

We recommend a remote Teams-based consultation for cats to reduce the stress involved with coming to the hospital.

We will advise you about specific items to bring once you have booked a consultation with us.

Why do initial appointments last two to three hours?

The consultation is divided into several parts, including review of medical and behavioural history, assessment, diagnosis, and designing a behaviour modification plan. Each part requires time to evaluate the information and discuss it with you.

Some problems require more time than others, as the problem or the circumstances might be more complicated. We will provide an opportunity for a break in the middle of the consultation to allow you to get a drink or take your dog out to the toilet.

It is a long consultation; how will I remember everything?

You are welcome to take notes or record our discussion during the consultation. However, we will provide you with a detailed report and handouts following the consultation. We also send your veterinarian a summary of the consultation.

Why do I need to fill out your questionnaire, and why is it long?

Many factors come into play when assessing, diagnosing, and managing behaviour problems. These include the problem itself and your cat or dog; you, other people and animals involved; the environment and any previous attempts to address the problem. To help you, we need to gather this information and assess it. Not all of it can be collected during the appointment, as it would be unnecessarily time-consuming. Therefore, we review this questionnaire before your appointment, so we are better prepared to help you.

Should I try to get video recordings or photos of my cat or dog?

Videos and photos can be valuable in that they allow us to observe your cat or dog’s behaviour in the environment(s) where the behaviour is likely to occur.

However, we do not need you to provoke or record any problem or concerning behaviour in video footage or witness it during the consultation to be able to support you. 

If your dog or cat shows aggression towards any family member or another cat or dog in the home, we strongly advise that the individual towards whom the aggression is directed does not attend the consultation. We will be able to gather all the necessary information to help you from the questionnaire and our discussion during the consultation.

Any video footage you wish to send prior to the consultation can be sent via our Pet Owner File Transfer form or using WeTransfer.

Who should attend the consultation?

You, your cat or dog, and other family members, or people involved with your cat or dog’s care. If you are being seen in person, we have room for up to four people in the consultation room.

If you are having a Remote Teams-based consultation, then any number of relevant people can be in attendance. 

What if I am being seen at the Hospital and my dog is reactive or fearful?

We ask you to leave your dog in the car or with a family member and check in with our reception team. We then ask you to wait outside in the car park or to go for a short walk in the field (on lead) opposite the hospital building, rather than sitting in Reception.

We can then bring you directly into the consultation room through a side door at the end of the hospital building when it is time for your consultation. 

Why do I need a follow-up appointment?

During the initial visit, we ask you to work with us to formulate and commit to a behavioural modification plan. These changes require time and adjustments. Follow-up appointments are necessary to evaluate the implementation of the behaviour modification plan and the progress of your cat or dog. We also assess how the medication (if prescribed) affects your cat or dog.

Follow-up appointments are scheduled as needed with either Emma or the Behaviour Nurse, based on the problem, the type of treatment, risk factors, and prescribed medications.

How often do I need to be seen to continue getting advice and assistance?

All behaviour consultations will typically need at least one follow-up to assess the effectiveness of your personalised behaviour modification and treatment plan, then make any necessary adjustments. The frequency and number of follow-ups needed after this will depend on your cat or dog’s complaints and their progression.  

Following your initial consultation, our behaviour clinician provides up to 6 months of ongoing support (e.g. via email) after your initial consultation with us. Should further support or medication prescription be required after this time, a reassessment consultation will be required.

If you do not have any contact with the Behaviour Department for over 12 months, then we will require a repeat referral from your Vet before we see you. This will be charged as an initial consultation as your cat or dog's behaviour and physical health can change a lot in 12 months, and this will need to be reviewed in detail before we can advise you on how best to help your cat or dog moving forward.

Will you prescribe medication to my cat or dog?

Behaviour modification, environmental and routine changes, and training often suffice to address your cat or dog’s behavioural problem. However, there are also many cases when the cat or dog may struggle to improve without the support of medication. 

We never rely on medication alone as the course of treatment; it is always an integral part of a comprehensive behaviour modification plan.

Medication can be particularly beneficial in cases of anxiety, fear and phobias, high arousal and impulsivity, compulsive behaviours, and brain pathologies. Medication can improve your cat or dog’s life quality and welfare, so both your cat or dog and you can enjoy your life together.

During the consultation, we will discuss the benefits, potential side effects, expectations, and any reservations you may have regarding medication use.

I need a repeat of my cat or dog’s medication. Where will I get it?

You can obtain a repeat of your cat or dog’s medication either from the behaviour services at Langford Vets (if we have seen your cat or dog in person within the last 6 months) or from your veterinarian.

If you get your cat or dog’s medication from us, please note that all repeat prescriptions require at least 5 working days' notice. Urgent prescription requests (less than 3 working days) may incur an additional processing fee.

When requesting a repeat prescription of your cat or dog’s medication from us, you have three options.

1. Collect the medication from us; we can dispense the medication for you, and you can collect from the Small Animal Hospital at your convenience
2. Post the medication to you; we can dispense and post the medications to you. Please note that there is a postage charge, and not all medications can be posted.
3. You can request a written prescription; we can provide you with a written prescription for your cat or dog’s medication/s which can be dispensed either at your local pharmacy or through an online Veterinary Pharmacy.

Where you get the medication dispensed will depend on the medication your cat or dog is on. We can advise you on where to take the written prescription. In many cases, we can email you a prescription. If your pharmacy requires a hard copy (for controlled substances, for example), we can post one for you. Please note that there is a charge for a written prescription.

If purchasing medication online, we strongly advise ensuring that the supplier is reputable and selling genuine medications, see DEFRA for more details.

NB – if you choose to get medication or a written prescription from us, this needs to be paid for in full, or a completed insurance claim form received before we post it out to you.

How often do I need to be seen to continue getting medication from Langford?

In accordance with The Royal College of Veterinary Surgeons Code of Professional Conduct for Veterinary Surgeons, we must establish and maintain a valid “Veterinarian-Client-Pet Relationship” (VCPR). The legal requirement for this is a face-to-face appointment with your cat or dog at least once in a 6-month period.

Therefore, if it has been over 6 months since you last saw Emma in person for a consultation, we are unable to dispense more medication without seeing you and your cat or dog in person first.
If you are unable to, or do not wish to, come to Langford for a 6-month check with Emma, you can get your cat or dog’s medication from your own Vet.

NB – if you choose to get medication from your vet, it will not affect us continuing to support you or coming to Langford to see our Behaviour Nurse for follow up consultation to help you through the behaviour modification plan we have prescribed for your cat or dog.

How do I pay for repeat medication?

Payment for medication or a written prescription is due before we release the medication or prescription. These payments can be made over the phone or via BACS transfer.

What methods do you use?

We use evidence-based, scientific methods to improve your cat or dog’s emotional state and the behaviours seen.  We tailor a mixture of behaviour modification, training, relaxation and settle exercises, arousal-reducing techniques, environmental changes, and routine changes.

Each cat or dog and caregiver are individuals; therefore, we aim to work with you and your cat or dog to improve the situation, not discourage any behaviours or activities that are positive and enjoyable to you and your cat or dog.

What are positive training methods, and why should I use them?

Positive training methods teach your cat or dog what to do and increase their desire to keep doing it. You will learn how to encourage your cat or dog to repeat those desirable behaviours instead of engaging in undesired behaviours.

We use reward-based methods as part of the behaviour modification plan. Rewards provide your cat or dog with something they want once your cat or dog shows the desired behaviour. Not only does it encourage your cat or dog to repeat a behaviour, but it also changes their mood to one which is more positive, calm, and engaged.

Langford Vets are against the use of any negative training methods because there is ample research proving that these methods are not efficient in addressing undesired behaviours and damage the owner- pet relationship.

Will all training be food-motivated?

When using positive-based training to teach your cat or dog the desired behaviour and encourage it to continue, we choose a reward that motivates your cat or dog. While it is true that food (including treats) is highly motivating for most cats or dogs, it is not the only available reward. Some cats or dogs are motivated by toys, play, affection, or praise.

Together, we identify what would work best for your cat or dog in different situations.

What is a Veterinary Behaviourist?

There can be significant differences in the background, training, and expertise of those providing behavioural advice.

• The veterinary behaviourist must first be a graduate of an accredited veterinary college. A veterinary degree ensures a comprehensive background in anatomy, neurology, physiology, medicine, and pharmacology, as well as any medical problems that might affect the behaviour of your cat or dog. Following the completion of a veterinary degree, post-graduate experience in practice and additional qualifications in clinical animal behaviour.
• The veterinary behaviourist must also receive training in normal species-typical behaviour, comparative animal behaviour, the principles of learning and behaviour modification, psychology, abnormal behaviour, psychopharmacology, and the effects of disease on behaviour.
• Our staff clinician, Emma, has also completed a three-year residency with the European College of Animal Welfare and Behavioural Medicine in the process to becoming a European Specialist. This includes seeing cases under the mentorship of a board-certified behaviourist. Publications, presentations to other veterinarians, case histories and an extensive four-part examination are all then required to achieve board certification (see www.dacvb.org and www.ecawbm.com for details).
  It takes approximately 12 years of post-secondary education to achieve the level of a European Specialist in Veterinary Behaviour.

In short, the veterinary behaviourist has a unique combination of education and training, clinical expertise, and medical knowledge to be able to diagnose and design a treatment program for your cat or dog’s behaviour problem.

Only veterinary behaviourists can legally diagnose behaviour problems, assess medical complications, and prescribe medications.

What is a Certified Clinical Animal Behaviourist?

Certified Clinical Animal Behaviourists (CCAB), including both veterinary and non-veterinary practitioners. Certification criteria are set by The Association for the Study of Animal Behaviour (ASBA) and include obtaining an approved qualification at Honours degree level or above and undertaking an extensive period of supervised clinical training. Once certified, a CCAB must adhere to a code of conduct set out by the ASBA.

What is an animal behaviourist or behaviour specialist?

It is difficult to say. These terms require no specific education or qualification. The terms ‘Veterinary’ or Certified Clinical Animal’ (see above) require formal education. Anyone, even individuals without any formal qualification or training, can refer to themselves as “animal behaviourist” or “behaviour specialist”.

Who is a dog trainer?

A dog trainer works on changing basic obedience or teaching new behaviours. For example, following commands such as sit, stay, come, or shake a paw. Anyone can refer to themselves as a “dog trainer”; no formal training or education is required to do so.

However, there are voluntary certification programs that individuals may pursue.  Dog trainers who take these programs generally demonstrate a higher level of knowledge and experience than those who do not. There are excellent dog trainers that we can help you choose from if your cat or dog’s problem is training related.

What is the difference between behaviour modification and training?

You may have heard the terms “behaviour modification” and “training” used interchangeably, but they are not the same. With training, you are changing basic learned behaviours or teaching a new behaviour. For example, you may train your dog to sit, come, or stay.

Behaviour modification - changing the way your cat or dog feels and behaves – is based on learning principles, restoring normal behaviour patterns, and reducing arousal. Behaviour modification may include training, but it also includes environmental changes, routine changes, and the way you and other people approach and interact with your cat or dog. Medications may also be a part of behaviour modification. When discussing behaviour modification as part of the behaviour modification plan, we do that in simple and practical terms that are easy to follow and implement.