Simon Miles
Optivet and The Lighthouse Hospital have been absolutely outstanding from the animal care team and admin staff to the specialists and directors. Throughout my experience, they have shown not only clinical excellence but genuine compassion and understanding. They truly care about the animals they treat and the people who love them. Cosmo is my 16-year-old Domestic Short Haired cat who has generally been in very good health. He was referred to Optivet due to recurring minor nosebleeds. However, before that appointment, he suffered a severe nosebleed on Sunday 15th that required emergency care. As I am deaf, I needed someone to call The Lighthouse on my behalf. They advised me to bring him in immediately. When I arrived, I expected to wait, but the receptionist, Emily, quickly assessed the situation. Seeing how much blood Cosmo had lost, she calmly took him straight through to the vet. I was extremely distressed, especially given his age, but Emily remained professional and kind. She reassured me, brought tissues, and offered a drink — exactly what I needed at that moment. The vet who triaged Cosmo prioritised him straight away and later explained they wanted to keep him overnight for monitoring and have him seen by Chris, the internal medicine specialist, on Monday morning. She was also considerate of my deafness and checked whether I needed communication support, which meant a great deal. On Monday, Chris examined Cosmo and recommended a CT scan, explaining that nosebleeds in older cats can indicate something serious such as cancer. The estimated cost was around £2,000, so we made the difficult decision to discharge him while waiting for insurance pre-authorisation. Bryony from the insurance team was incredible, keeping me updated and exploring options. Unfortunately, the insurer declined the claim, calling it a pre-existing condition. Instead of focusing on payment, Bryony focused on Cosmo. She arranged an internal payment plan so I could pay in monthly instalments. On Wednesday 18th, Cosmo was seen at the PDSA and prescribed more steroids, with the warning that euthanasia might be necessary if they didn’t work. Devastated, I contacted Optivet again to ask if a payment plan for the CT could be considered, as I had recently moved and couldn’t afford the upfront cost. Bryony discussed this with Simon, the Director, and by Friday returned with incredible news: Simon had approved both a payment plan and a heavily discounted CT scan. This showed true compassion — Cosmo’s wellbeing came before profit. The admin team quickly arranged the booking for Tuesday 24th and provided clear instructions. On the day of the scan, I was warmly welcomed despite arriving slightly late due to traffic. Even when Cosmo briefly escaped his carrier, staff handled it calmly and professionally. Throughout the day, Ana and Chris kept me updated by email. At discharge, Chris carefully explained the findings, medications, and next steps. He had also performed a biopsy while Cosmo was under anaesthetic and will follow up once results are available. He has arranged a free follow-up appointment and plans to check in next week. Afterwards, I met Simon, who was friendly, open, and genuinely interested in both me and Cosmo. I explained that Cosmo is my only family, and Simon spoke about the importance of caring for animals regardless of someone’s circumstances. His compassion clearly reflects the ethos of the entire organisation. From the emergency admission to ongoing follow-ups, every member of the team has demonstrated professionalism, kindness, and genuine care. I honestly don’t know what I would have done without them. Thank you to the entire team at Optivet and The Lighthouse. Your support has been exceptional, and your compassion truly sets you apart.
