Thank you for entrusting the care and attention of your pet to Hampton Park, Ringwood & Downton Vets. This document details our Practice Terms and Conditions. Some aspects of the terms may not be relevant to you and we request that you ask for further explanation/clarification if required.
Consultations are normally arranged by appointment only. Emergencies during normal opening hours will always be seen as soon as possible but clients are asked to telephone the practice for immediate advice and to tell us that you are on your way.
OUT OF HOURS SERVICE
The practice operates an out-of-hours service for emergencies. Vets Now work with us to ensure that 24 hours a day your pet has access to a vet when they need it. The service can be accessed by telephoning the surgery and you will get through to an answering machine providing you with the contact number of Vets Now. Out of hours consultations will be arranged by their staff.
Please note that this service is for emergency care only. Clients should be aware that we consider it in the best interests of the injured animal to be seen at the Vets Now practice rather than at home so that they may provide effective and rapid treatment as necessary. Routine cases or questions should be addressed during normal hours.
Please note that all our telephone calls, both incoming and outgoing, are recorded for legal, training and security purposes.
PROFESSIONAL FEES AND CHARGES
All fees, diets and drug charges are subject to VAT at the current rate. Fee levels are determined by the time spent on, and complexity of, a case and according to the drugs, materials, consumables and diets used. You will receive a detailed fee note for every consultation, surgical procedure or transaction with us.
ESTIMATES OF TREATMENT COSTS (TREATMENT PLANS)
We will happily provide a written estimate as to the probable costs of a course of treatment. Please bear in mind that any estimate given can only be approximate – often a pet’s illness will not follow a conventional course. For in-patient procedures and services, practice consent forms make it clear that there may be circumstances where additional work may be required in the course further investigation or treatment. Clients are asked to ensure that their contact details are up to date and that they are readily available to be contacted by the practice in the event that any significant alteration to the planned procedure proves to be necessary.
METHODS OF PAYMENT
Accounts are due for settlement at the end of consultation, the discharge of your pet or upon collection of prescriptions or other supplies. You may settle your account using cash or a Switch, Solo, Mastercard, Visa or Delta credit/debit card. We do not accept cheques. Payment for all services and supplies will be expected at the time the work is performed.
Should an account not be settled in 14 days, then a reminder will be sent with an additional accounting fee in respect of administrative costs incurred. These however, may be deducted if payment is made promptly. After due notice to you the client, overdue accounts will be referred to our Debt Collection Agency and further charges will be levied in respect of costs incurred in collecting the debt, such as production of reports, correspondence, court fees, attendance at court, phone calls, home visits, etc. Any Credit Card payment not honoured and any cash tendered that is found to be counterfeit will result in the original account being restored to the original sum with further charges added in respect of bank charges and administrative costs together with interest on the principal sum.
INABILITY TO PAY
If, for any reason, you are unable to settle your account as specified, we ask you to discuss the matter as soon as possible with a member of staff. Please note that instalments or part-payments of any account may ONLY be sanctioned with the express permission of Laura Pearcey (Practice Manager).
PET HEALTH INSURANCE
We strongly support the benefits of insuring your pet against unexpected illness or accidents. Please ask about pet health insurance from any member of staff. Please be aware that it is your responsibility to settle your account with the practice and then reclaim the fees from your Insurance Company.
Clients are asked to give 48 hours notice for all repeat prescriptions. Written prescriptions are available on request at a charge of £16.47.
Prescription-only medication for pets on continual medication will be supplied for up to 4 months. After this period, the case will need to be re-assessed by the consulting veterinary surgeon and your pet may need to be re-examined.
COMPLAINTS AND STANDARDS
We will endeavour to ensure that you never have reason to complain about the standards of service received from our practice. However, if you feel that there is something you wish to complain about, please direct your comments in the first instance to a member of staff who will ensure that the Practice Manager or consulting Vet are notified promptly.
OWNERSHIP OF RECORDS
Case records including radiographs and similar documents are the property of, and will be retained by the practice. A copy of the patients’ clinical history will be made available to another veterinary practice at the request of another Veterinary Surgeon whose professional advice s being sought on a second opinion or other basis.
OWNERSHIP OF RADIOGRAPHS AND DIAGNOSTIC RECORDS
The care given to your pet may involve a number of diagnostic or other specific investigations such as radiography or ultrasound scans. Professional charges are made for carrying out these investigations and interpreting their results, but ownership of the resulting record, for example a radiograph, remains the property of the practice.
NEW CLIENT RECOMMENDATION VOUCHER SCHEME
We operate a new client recommendation reward scheme whereby the client who refers a new client is rewarded with a voucher worth twenty pounds. The voucher can only be redeemed at the practices for services or products. The vouchers may not be exchanged for cash and change will not be given for products or services purchased that are less in value than the voucher. To qualify for a “recommendation voucher” the new client must name the person who recommended them at the time of their initial registration with the practice. There is no limit to the number of clients that one can recommend although the value and type of subsequent recommendation “rewards” may vary and is at the total discretion of the practice.
VARIATION IN TERMS OF TRADING
No addition or variation of these conditions will bind the practice unless it is specifically agreed to in writing and signed by one of the practice directors. No agent or person employed by, or under contract with, the practice has the authority to alter or vary these conditions in any way.