Small Animal Referral Hospital Animal Behaviour Service - Frequently Asked Questions

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, upon its return we will arrange a consultation for you.   

You will be seeing out Behaviour Resident Emma Gatehouse. She is a qualified Veterinary Surgeon with additional qualifications in animal behaviour. She is working very closely with our Sagi Denenberg, our Veterinary Behaviour Specialist in the behaviour department.

It is potentially dangerous to offer behavioural advice without having a full knowledge of your pet’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 pets we have never seen. Veterinarians must establish a valid “Veterinarian-Client-Pet Relationship” (VCPR). The legal requirement for it is a face to face appointment with your pet and an examination. At this time the appointment can be in person or via a telemedicine. The VCPR is also subject to expiry as your pet’s health condition may change over time. Therefore, if it has been over 6 months since we last saw your pet, we are unable to offer advice.

In some cases, when the clinic is very busy, there may be a wait time of a number of weeks, in these instances your veterinarian can contact the behaviour service directly using Langford’s online advice request form to seek interim management advice.

Acute pain, neurological, internal, or dermatological abnormalities may all lead to sudden changes in your pet’s behaviour. True emergencies must be first addressed by your veterinarian to rule out any physical pathology that may lead to behaviour changes. Once your pet has been cleared of any physical pathology which is causing their behavioural changes, you should contact us by phone on 01173 940 513 as soon as possible. We are happy to try and find an appointment for you as quickly as possible.

Dogs and cats are our most common patients.

Emma is available for initial behaviour consultations and 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 and Dr Denenberg in detail and assist 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 pet and working through any desensitisation and counter conditioning programme specific to your pet.

For detailed information on prices, please contact us directly by phone on 01773 940 513.

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

Please contact your insurance company to confirm what you pet is covered for in relation to behaviour problems / illness.

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

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

To ensure safety in cases of pet- pet aggression, please refer to the next question.

Bringing your other pets may help us evaluate the relationship between them and the pet you wish to evaluate. You should bring both your pets at the same time only if it is safe to do so. If you suspect your pets might fight during your travel to the clinic, or during the consultation, you should leave one of them at home. If necessary, use muzzles, leashes, and carriers to ensure safety.

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

If you are having a telemedicine consultation, you should have both pets in the room with you during the consultation, if it is safe to do so. If you suspect that your pets might fight during the consultation, they should either be separated (on lead and muzzled or in a basket as appropriate) or be in separate rooms for the consultation.

NB - If we see you for telemedicine consultation, we are unable to prescribe medication for your pet as we need to have had an in-person consultation to fulfil the requirement for prescribing under The Royal College of Veterinary Surgeons Code of Professional Conduct.
Please note that due to the regulations of The Royal College of Veterinary Surgeons Code of Professional Conduct for Veterinary Surgeons, we can only provide a treatment plan or prescribe medications for a pet we have seen during a consultation, within the last 6 months.

The Veterinary behaviour service at Langford Vets is aims to take a more comprehensive approach. As a veterinary behaviourist Emma can discuss the medical aspects of your pet’s case and the influence this may have on your pet’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 pet responded, and the current situation. We can then formulate a specific treatment plan with you. We may suggest a few changes to the previous program or design a completely different one. At times, it may have been that the previous program was good, but the implementation was inconsistent or lacking due to various reasons.

We can help you develop a strategy that suits your individual needs, time, and circumstances. We use evidence-based techniques and tools to implement your treatment plan. In veterinary psychiatry, we evaluate not only the problem but also look to rule out pathological conditions, both physical and mental, that contribute to your pet’s behaviour. Moreover, we assess your pet’s normal behaviour patterns and restore them if necessary. Finally, we can offer prescription of behavioural medications and advice on their use if needed, which a trainer or behaviourist cannot offer.

In bite cases, the first step we take is risk analysis. We approach each pet and owner individually, reviewing all the details and circumstances specific to their situation. To be able to help you, we ask that you provide us with as much information as possible (all information is confidential). Next; we identify ways that help you reduce the risk through prevention and management. Successful management is possible in most cases. Therefore, recommending euthanasia is very uncommon.

It is unlikely that a young pet will outgrow a behaviour problem with minimal intervention. The younger the pet is at the onset of the behavioural problem, the worse it may get. This is especially true when dealing with cases of anxiety, fear, and aggression. Pets try to avoid situations that cause these emotions or negative outcomes, and continuous or frequent exposure may further sensitise them. Sensitisation means that your pet’s reaction will escalate even if the trigger is minimal. Prompt intervention is the key to successful management.

Absolutely! It is never too late. It is true that in some cases the longer the behavioural problem is present, the more difficult it may be to manage it. Nevertheless, the duration of the problem is not the only, or the most important, factor influencing our ability to manage the problem successfully.

First, be prepared to spend two to three hours at the consultation. If you are coming to the Hospital, you should bring the collar or harness, and leash that you normally use when walking your dog. When coming with a cat, ensure your cat is in a secure carrier until inside the consulting room.

Please bring with you any accessories or tools you use with your pet. These may include a muzzle, clicker, favourite toys or walking equipment. You may also bring your pet’s bed with you.

Lastly, while we have many types of treats available, it helps to have your pet’s favourite treats at hand. Please feel free to bring chews or food toys to keep your pet entertained whilst they are with us. We also have a selection available.

If you are having a telemedicine consultation, please have collars, harnesses, leads accessories and tools to hand so we can see what equipment you have access to. Please have plenty of small, tasty treats to hand as Emma will explain some training techniques for you to try during the consultation.

The consultation is divided into several parts including assessment, diagnosis, and designing a treatment 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 opportunity for a break in the middle of the consultation to allow you to get a drink or take you dog out to the toilet.

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

Many factors come into play when assessing, diagnosing, and managing behaviour problems. These include the problem itself and your pet; 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.

Videos and photos can be valuable in that they allow us to observe your pet’s behaviour in the environment(s) where the behaviour is likely to occur. However, please refrain from trying to capture the behaviour if doing so may put you, your pet(s), or anybody else, at risk. We do not have to see the problem behaviour in order to be able to address it.

You, your pet, and other family members, or people involved with your pet (e.g., your trainer or dog walker).

If you are being seen in person, we have room for up to four people in the consultation room. If you have other pets at home that are directly linked to the problem, you may bring them with you as well (regarding your other pets attending the consultation, please refer to the information above.)

If you are having a telemedicine consultation, the number of people who attends will be limited by the size of your room.

Please let us know in advance if you are concerned. Often, we ask owners to leave their pet in the car for a few minutes while registering at the reception. Then you can bring your pet directly into the consultation room. We can let you in through our side entrance to avoid the crowded reception area. In fair weather, you may take your dog for a short walk in the field opposite the hospital.

Training is part of what we do. Many dogs that come to us are well trained. In most cases, even a well- trained dog cannot respond appropriately when presented with triggers that elicit the problem. Even dogs who are not well trained can improve when you apply our treatment plan. Our initial consultation aims to assess your pet, the problem, and what is needed to solve it. We do not do much training during this consultation. When necessary, we suggest basic obedience training. We only need a few primary signals that you can use with your pet.

We also recommend training cats when it may be useful. We can demonstrate and go with you over the needed training. It may be challenging to implement behaviour modification if you have never attempted it.

It is not uncommon for owners to seek more hands-on help when they reach this stage. We have a qualified Behaviour Nurse, Sarah, that can work with you and help you through implementing the training and behaviour modification.

If you are not working with a trainer currently, please do not hire one until you talk to us. We want to ensure you are hiring the right person for you and your pet. Not all trainers are truly qualified; see below. If you are working with a trainer, please let us know so that we can review your current training and make suggestions so your trainer can be part of the treatment plan.

Managing behaviour problems requires your time and commitment. However, with as little as 15-30 minutes a day you can see improvement. In most cases the time you will need to spend with your pet working to solve the problem can be spread throughout the day. Of course, the more time you can dedicate to working with your pet the faster you will see results. Behaviour modification takes time and preparation. Training can take a few minutes each day and can be a part of your regular routine with your pet.

During the initial visit, we ask you to embark on a new or different path. These changes require time and adjustments. Follow-up appointments are necessary to evaluate the implementation of the treatment plan, and the progress of your pet. We also assess how the medication (if prescribed) affects your pet.

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.

You can see our Behaviour Nurse for desensitisation, counterconditioning, cooperative care and all other training for as long as you need to

For repeat medications, your pet will need to be seen by either our Resident or Specialist at least once in a 6-month period. See “How often do I need to be seen to continue getting medication from Langford?” Section below.

If you do not have any contact with the Behaviour Department for over 12 months, then we will require repeat referral from your Vet before we see you. This may be charged as an initial consultation as your pet'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 pet moving forwards.

We use evidence-based, scientific methods to improve your pet’s condition.

First, we rule out any physical pathology (e.g., pain, gastrointestinal disease, neurological abnormalities).

Next, we look at normal behavioural patterns, such us eating, sleeping and interaction with the environment.

Finally, we address the presenting problematic behaviour. We use positive methods that are non- confrontational to address the problem. We tailor a mixture of behaviour modification, training, relaxation and settle exercises, arousal reducing techniques, environmental changes, and routine changes.

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

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

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

Negative training methods are based on punishment and aversive tools, e.g., physical coercion, choke chains and prong collars. The outcome of these methods is a feeling of fear and anxiety. In addition, the pet does not want to be near person who is training them, and these factors may lead to aggression. After all, when you use these techniques, you cause pain and discomfort to your pet. These techniques do not teach your pet what to do. They discourage your pet from showing any behaviour by making it afraid of the consequences. While your pet may stop showing undesired behaviour, it will be due to fear, anxiety, and pain.

When you hear or read about training techniques and notice words like “corrective”, “pack-leader”, “alpha role”, or “nature’s template”, we advise you to be very cautious. These are just some of the phrases used when applying negative training methods.

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

Together, we identify what would work best for your pet in different situations.

Behaviour modification, environmental and routine changes, and training often suffice to address your pet’s behavioural problem. However, there are also many cases when the pet will not improve without the use of medication. We never rely on medication alone as the course of treatment; it is always an integral part of a comprehensive treatment 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 pet’s life quality and welfare, so both your pet 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.

You can obtain a repeat of your pet’s medication either from the behaviour services at Langford Vets, or from your veterinarian. If you get your pets medication from us, please note that all repeat prescriptions require at least 5 working days' notice. Urgent prescriptions requests (less than 3 working days) may incur an additional processing fee.

When requesting a repeat prescription of your pet’s medication from us, you have three options;

1. Collect the medication from us; we can dispense the medication for 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 Please note that there is a charge for postage.
3. You can request a written prescription; we can provide you with a written prescription for your pet’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 you pet is on, we can advise you were to take the written prescription. In many cases, we can email you a prescription. If your pharmacy requires a hardcopy (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 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.

As mentioned above, 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 pet 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 veterinary consultation, we are unable to dispense more medication without seeing you and your pet 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 pets medication from your own Vet.

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

If you choose to collect the medication, have it posted to you or have a written prescription, payment is due before we process your request. As soon as payment has been made in full, the medication or prescription will be made available to you.

These payments can be made over the phone or via BACS transfer.

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 pet. Following the completion of a veterinary degree, post-graduate experience in practice and additional qualifications in clinical animal behaviour, the next step is a residency program which can take three to five years. 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, and must work for at least three years 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 veterinary behaviourist. 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 pet’s behaviour problem.

Only veterinary behaviourists can legally diagnose behaviour problems, assess medical complications, and prescribe medications. If you received advice from a non-veterinary animal behaviourist about the use of medications, keep in mind that they are engaging in veterinary practice without a license. Not only it is illegal, but it is also potentially dangerous.

Sagi, is a Veterinary Behaviourist registered with the Royal College of Veterinary Surgeons, and Emma is a resident with the European College of animal Welfare and Behaviour Medicine, supervised by Sagi, working towards this level of qualification.

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.

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” and make claims about knowledge and expertise.

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. A veterinary behaviourist addresses motivations, emotions, and pathological conditions such as anxiety, fear and panic, and compulsions. 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 pet’s problem is training related.

No. We recommend against sending dogs to these facilities for several reasons.

First, you are not there to see what is happening. The training may include punishment or negative-based techniques. Unfortunately, this is more common than you think.

Second, your dog may not show the same behaviour in a different environment, with different people, when you are not present. Most problems are associated with specific triggers (people, environment, other animals, and you) that are not likely to be present in “boot camps”.

Third, training, even with a highly skilled, positive-based trainer is not likely to solve your pet’s problem when other measures are not in place.

Finally, it is you, not the trainer, that must work with your dog, in your home environment. Sending your dog for training by someone else, in a different facility, rarely translates into real-life when your dog returns home.

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 teach a new behaviour. For example, you may train your dog to sit, come, or stay.

Behaviour modification - changing the way your pet 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 pet. Medications may also be a part of behaviour modification. When discussing behaviour modification as part of the treatment plan, we do that in simple and practical terms that are easy to follow and implement.