Terms & Conditions for Veterinary Clients
Our commitment to you
• We will provide you and your pet with the highest possible standard of veterinary care and advice.
• We will always keep your pet’s welfare foremost in our minds.
• Where appropriate this may involve referring you to an outside specialist.
• Emergencies will always be seen at the hospital within two hours of your telephone call.
• All other appointments will be given an appointment time / day booked in advance with the veterinary surgeon of your choice. It may be necessary to wait longer for appointments with some veterinary surgeons.
• We will attempt to always see you and your pet at the correct time. We apologise for the fact that occasionally a small wait will be necessary. We will always attempt to keep this to a minimum, or offer you the opportunity to rearrange your appointment at your convenience. Emergencies are often the cause of these delays (see above).
• We will charge you reasonable fees for our services.
• We are happy to complete the veterinary surgeons’ section of any insurance company claim forms for you. This will also require us to send the company a print-out of your pet’s medical history.
• We can dispense flea / worming treatment and other medication only for animals under our care. For routine treatments such as those for fleas or worms, this means we must see them at least once each year. For other drugs, this will be at the discretion of your veterinary surgeon, though once every 3-6 months is the usual maximum between re-examinations. This will vary depending on the specific animal and drug. When requested, a prescription can be written for your pets medication to be collected from a pharmacy. There is no charge for this service.
What we require from you
• We ask you to always make an appointment (rather than just arriving at the surgery). Even in an emergency calling first will mean you are less likely to be kept waiting.
• We request payment at the time of your pet’s treatment. Payments can be made by cash, cheque, or credit / debit card (other than American Express). Payment should be made at reception after the consultation, or when picking your pet up from an operation or a hospital stay.
• For ongoing conditions that are covered by your insurance policy, we can arrange payment directly from the insurance company once you have paid the excess amount (1 for each condition treated). Please ask us if you would like this.
• We expect to see your pets at least once each year for a general health check. Most pets have this at the time of their vaccinations, but if you do not wish your pet to have annual booster vaccinations, then we should see them for the check-up alone in order to pick up health issues at an early stage.
What to do if you are unhappy
If you are dissatisfied with any aspect of the service we have provided for you, please let us know straight away. We will usually ask you to send a written complaint to the partners so that they are immediately aware of the problem and can deal with it appropriately. We will contact you regarding your complaint within a week.
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