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PRACTICE TERMS AND CONDITIONS OF BUSINESS
Terms of payment
All charges for professional fees, medications, food and other merchandise are based on payment at the time of service. We do not offer account facilities. You will receive, on request, a detailed invoice for every transaction with us. Payment may be made by cash, cheque and most debit/credit cards. Seniors in receipt of a state pension can request a 10% discount off most of our services, at off-peak times. Any charges remaining unpaid after 30 days will be handed to our debt collector. This will immediately incur a further charge of £20.00 to cover administration and collection costs, which will be added to the outstanding charges along with all solicitors’ costs and court fees.
Pet Insurance
We strongly recommend insuring your pet against unexpected illness and accidents. However if your pet is insured, it is still your responsibility to settle your account with us. Only then will we be able to complete the relevant section of your insurance claim form. In exceptional circumstances, we may agree to claim directly from your insurance company. This needs to be discussed with a member of staff in advance of any treatment or investigation, and be authorised by a senior veterinary surgeon. Proof of insurance will be required. We reserve the right to charge a small fee for handling such claims. Please be aware that any dispute regarding insurance, including level of cover, exclusions, excesses and late payments, is between you and your insurance company. You remain liable for the cost of any treatment which is not covered by your insurance company.
Data protection
We are registered under the Data Protection Act of 1998 to keep your personal information for accounting and record purposes. We will not divulge your details to other agencies except for debt collection purposes. We will use the data that we have on file to contact you with information beneficial to your pet’s health, for example vaccination reminders and drug recall information. If you do not want us to send you such information please inform the Practice Manager, Lisa Madden, in writing.
Ownership of records
Case records are the property of, and will be retained by, Broad Lane Vets Ltd. Copies, with a summary of the history, will be passed on request to another veterinary surgeon taking over the case. Xray films taken and ultrasound print-outs are the property of and will be retained by Broad Lane Vets Ltd. Payment is made for the service performed and any diagnostic opinion received.
Complaints
Should you have a complaint, please bring this to the attention of our staff who will attempt to deal with it immediately. If this is not possible it will be passed to Elly Pittaway, Director, or Lisa Madden, Practice Manager. Alternatively the complaint can be put in writing for the attention of Elly Pittaway.
Minors
We recommend that patients are always accompanied by a suitable adult. We need to get an accurate history of the condition, and may need to get consent for certain procedures. Prescription drugs may also be prescribed. For the reasons outlined we do not treat animals presented by persons under 18 years of age. Occasionally emergency treatment may be given until an adult is available. Where treatment is given the child’s parents will be responsible for any fees accrued.
Injuries
Should any injuries occur whilst at the surgery, especially bites, please make staff aware of this. We would recommend you see a doctor as soon as possible. A letter of advice can be provided for your doctor on request.
Medicines
Prescription only medicines can only be prescribed by a Veterinary Surgeon to animals deemed to be under their care following a clinical assessment of the animal. Therefore it is practice policy that pets on long-term medication must be seen for a clinical assessment with a Veterinary Surgeon at least every 4 months. This assessment must be attended if regular repeat prescriptions are required, which we supply on a monthly basis. We will provide all veterinary medicines required, or a written prescription may be requested. Please telephone at least 24 hours in advance, so that the medication/prescription can be prepared ready for collection at the surgery of your choice. The top ten most commonly used veterinary medicinal products during a recent and typical three month period is displayed in our waiting rooms. Where possible, veterinary licensed products will be used. In some circumstances, however, the most appropriate treatment may not be a veterinary licensed drug. In these circumstances we will use the most appropriate drug available, which may be licensed to another species, possibly human. This scenario is especially true with small mammals and exotics where very few licensed products are available. Where medicines are used off-licence, you may be required to sign a consent form.
Variations of terms of business
We reserve the right to alter these terms and conditions. Such alteration will not bind the practice unless it is specifically agreed in writing and signed by a Director of the practice. No agent of person employed by, or under contract with, the practice has the authority to alter or vary these conditions in any way.
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