Terms & Conditions
In line with the Royal College of Veterinary Surgeons advice we have created these terms and conditions to show what you can expect of us and fellow clients of our surgery.
INTERACTION
We promise to be polite and respectful to our clients and their pets. We expect the same from our clients towards our staff and other clients. If someone were to be found to be abusive or aggressive we reserve the right to ask them to leave the surgery immediately. We would call on police assistance if this were necessary. We would also permanently de-register the client and they would have to find veterinary attention elsewhere. This is for the safety and comfort of our staff and our clients.
WHO WE CAN SEE
We are happy to register any client over the age of 18 and their own pets. The species we treat are cats, dogs, equines, exotics, small furries and wildlife.We need full contact details for each registered client and each registered client must be the owner of the animals that they register.If an animal needs to see us but is brought in by someone that is not their owner we need written permission from the owner to proceed with any treatment. All animals must be kept safe and secure. This means that dogs should be on a lead or small ones in a basket and cats and other smaller furries transported and kept in baskets or other suitable containers until examined. We are not allowed to treat equines at our surgery but we are allowed to make a visit to them.
All wildlife is treated free of charge.
We are also happy to register animal charities as clients.
WHEN WE ARE AVAILABLE
We are open between 8.30 a.m. and 6.30 p.m. Monday-Saturday at Warwick and Rugby. We are open between 10 a.m. and 4 p.m. on Sunday and bank holidays at our Rugby surgery. Outside of these hours 'Vets Now' see our clients. Our answerphone message gives a choice of their contact details. Vets Now have access to all our clients' pets full clinical histories and they are pleased to give advice over the phone as well as seeing your pet. All fees incurred by visiting Vets Now are to be paid to them at the time of treatment.
Equine clients are given an out of hours number to phone which is manned by our own staff. This is only to be used out of hours and either surgery contacted during our normal working hours.
QUALIFICATIONS
It is our minimum standard that all of our vets have a degree in veterinary medicine. You will not be seen by any vet that is not suitably qualified. We have qualified veterinary nurses and trainee veterinary nurses. You will always be seen in a nursing consultation by someone who is suitably qualified. Our receptionists are trained to answer your questions and to direct any questions to someone more qualified if it is outside their knowledge base. (A number of our receptionists are trained veterinary nurses or who have varied animal care qualifications)
INVOICES AND PAYMENTS
All invoices must be paid at the time they are presented. We are able to take payment in cash, all major credit and debit cards and by cheque. We are able to take card payments over the phone as well as in the surgery.
If an invoice has not been paid we reserve the right to charge interest of 5% after 30 days and at each 30 days period thereafter. We also reserve the right to forward to our debt collection agency and County Court. This will incurr extra charges and may affect your credit rating. You would then be de-registered.
INSURANCE CLAIMS
We are pleased to submit insurance claims where the client has completed their insurance form with their signature and accurate details. These need to be presented at reception with a pre-paid envelope. We are advised to forward these to the insurer after completing our section with a full clinical history. We are happy to complete these forms after all invoices are settled. We are able to complete insurance forms within 14 days.
DIRECT INSURANCE CLAIMS
We are not able to process DIRECT claims(where the insurer pays the vet directly rather than the owner)unless:- 1) We pre-authorise the claim-this means that we send an estimate to the insurer and they let us know if they will pay it or not. This often takes 3-4 working days. 2)The estimated cost exceeds £1,000.00. 3)The insurance excess and an administration fee of £50 is paid first.
CONTINUATION CLAIMS
From 1st September 2008 all continuation claims must be paid by the client to the surgery before we will submit further claim forms.
PRESCRIPTIONS
We routinely dispense drugs from our own pharmacy. Our drugs are guaranteed not to be counterfeit, are transported and stored in the correct conditions and are in-date. If you would like to source your prescription medication elsewhere one of our vets can write a prescription. We make an £11.75 charge for the vets time and judgment in considering appropriate medications and dosages. This is separate from the consultation fee which is to determine the condition.
REPEAT PRESCRIPTIONS
We are able to prepare repeat prescriptions 24hrs in advance where requested either on-line or by phone. Different prescription medications require a 3-6 month check up with a vet before more can legally be prescribed.
OFF-LICENCE DRUGS
Occasionally an animal has a condition that is best treated with a drug that is not licensed for a particular species. We are still able to prescribe these drugs with a written consent from the owner. Where this occurs a full and detailed explanation is given by the vet.
ADMISSION
Where an animal needs to stay with us for an operation, observation, or any other treatment we need a consent form signed by their animal's owner. We need full contact details so we can communicate with you at any time about your pet's condition.
CONFIDENTIALITY
All details given to the surgery about you or your pet are confidential. We do not forward any information to any other people.
It is only possible for us to breach confidentiality where we have evidence of cruelty and this is discussed and agreed with the Royal College of Veterinary Surgeons. This is permitted so that the relevant agencies can be contacted to prevent further cruelty and/or prosecute.