All fees, diets and drug charges are available on request and are subject to VAT at the current rate. Fee levels are determined by the level of expertise and time spent on a case and according to drugs, consumables and materials used. A member of staff will be happy to discuss any queries you may have. Itemised fee invoices can always be provided. Radiographs and copies of all laboratory results, with a summary of the history will be passed on, by request and with your permission, to another Veterinary Surgeon should the need arise.
OWNERSHIP OF RECORDS
The care given to your pet may involve undertaking some specific investigations, for example taking radiographs. The ownership of the resulting radiographs and all other records will remain at all times with the practice as part of your complete and comprehensive records. Charges made for x-rays are for the interpretation of them.
Payment is due at the time of treatment or discharge unless alternative arrangements have been agreed in advance; should an account not be settled a reminder will be sent. Should it be necessary for further reminders to be sent, administration charges may be incurred. After due notice unpaid accounts will be referred to our debt collection agency and further charges, such as for the production of reports, correspondence, court fees, attendance at court and phone calls will be levied in respect of costs incurred in collecting the debt.
INABILITY TO PAY
If for any reason you are unable to settle your account as specified, we ask you to discuss the matter with a member of staff as soon as possible and before treatment takes place. Please note that instalments or part payment of any account may only be sanctioned with the express permission of a senior member of staff and must be agreed before treatment takes place. Emergency treatment to alleviate suffering will always be given irrespective of ability to pay.
METHODS OF PAYMENT
Accounts are due for settlement at the end of the consultation, the discharge of your pet or upon collection of drugs and/or diets. You may settle your accounts using cash or credit/debit cards.
ESTIMATES OF TREATMENT COSTS
We can provide you a written estimate as to the probable cost of a course of treatment or surgical procedure. Please bear in mind that any estimate given can only be approximate and additional costs which cannot be predicted at the outset may occur as treatment progresses. We will make every effort to discuss any such additional costs whenever possible.
COMPLAINTS AND STANDARDS
We hope to ensure you never have reason to complain about the standards of service received from us. However, if you feel that there is something you wish to raise, please direct your comments, in writing, to Roger Stobbs. We aim to acknowledge the issue on receipt and issue a reply within seven to ten days.
Written prescriptions are available from this practice. The current charge for a written prescription is displayed in our reception areas or you may ask a member of staff for this information. You may obtain Prescription Only Medicines, Category V, (POM Vs) from your veterinary surgeon or ask for a prescription and obtain these medicines from another veterinary surgeon or a pharmacy. Your veterinary surgeon may prescribe POM Vs only for animals under his or her care. A prescription may not be appropriate if your animal is an in-patient or immediate treatment is necessary. You will be informed, on request, of the price of any medicine that may be prescribed for your animal. The policy of this practice is to re-assess an animal requiring repeat prescriptions every six months, but this may vary with individual circumstances.