Terms and Conditions

This practice will endeavour to provide a highly professional and compassionate service. All advice and treatment is given in good faith by suitably trained staff under the direct guidance of a qualified veterinary surgeon.

We are happy to give you written assurance of our good intentions in return for your agreeing the terms and conditions set out below. We hope that they are fair to both sides.

Handling of Animals

A visit to a veterinary surgeon is rarely considered a treat by our patients! Therefore to minimise their distress, and for everyone's safety, we require you to observe the following simple rules:

1. Cats should be brought to the surgery in a suitable secure carrier.
2. Dogs should be controlled with a short lead and collar, and should be kept away from cats.
3. You must inform the practice if you believe that your dog may be aggressive to other dogs or to humans. We will then try to arrange an appointment time that will avoid any risk of conflict.
4. Try to avoid your pets from coming into contact with others whilst on the premises. We have a high standard of hygiene, but do not wish your pet to be unnecessarily exposed to infections that may be present in other patients.

Staff & Practice Policy

We will endeavour to treat you with courtesy and respect in all situations. We expect the same in return.

1. We will not allow threatening or aggressive behaviour from clients, and we reserve the right to ask that person to leave if this occurs.
2. We expect you to be courteous to other clients and respectful of their pets.
3. We will not divulge information give by yourselves to any third party without your express permission.
4. All clinical records are strictly confidential and remain the property of the practice. This includes radiographs and other such media. Release of these records can only be made to another veterinary surgeon and will only be done with your written permission. (Please be aware that many pet insurance policies include a clause permitting them to ask us for clinical information. In such cases we ourselves will ask you to sign a release as we have no legal obligations to the insurers).
5. You are entitled to ask for your records to be transferred to another veterinary surgeon should you wish to move to another practice. We are obliged to conform to your wishes in this respect and will not deter you from so doing. However if there is a problem please let us know so that we can avoid making the same mistakes to someone else.

Refusal of treatment

1. The practice reserves the right not to treat an animal if to do so :
(a) would be detrimental to the patient;
(b) such treatment would be considered unethical or in breach of RCVS recommendations.

Note: This practice will not dock tails in dogs nor undertake de-clawing operations in cats.
Note: This practice will not undertake cosmetic surgery or cosmetic dentistry.
2. The practice reserves the right to restrict treatment to first aid and the immediate relief of pain for the patient where:
(a) the patient cannot be suitably and safely restrained (if necessary by using sedatives) and thereby presents a danger to staff or other clients;
(b) the client has an outstanding account that has not been settled after reasonable opportunity has been given for so doing.
(c) The practice has reason to believe that the patient is currently receiving treatment from another veterinary surgeon and that that veterinary surgeon has not provided a clinical history. [The administration of certain drugs to an animal with a previously diagnosed condition or who is already taking medication may be dangerous for the patient].

Clause 2 conforms to RCVS regulations and the current Health & Safety Legislation. Every attempt will be made to avoid such a restriction from being enforced.

Treatment & procedures

1. The paramount consideration of the veterinary surgeon will be to the patient. In effect the veterinary surgeon must be an ambassador to the animal and therefore will consider the animal's welfare above all else.
2. Diagnosis and treatment will be discussed with the client and a course of action agreed. It is important that we treat your pet in a manner that you are happy with.
3. You have the right to refuse a course of treatment, except insofar as to do so would be in breach of the Animal Rights Act 2006 which states that you must prevent suffering and must alleviate pain adequately in an animal under your care. In practical terms this would mean that the veterinary surgeon can insist on the giving of pain killers and other first aid measures.
4. The practice may require you to give written indication of your refusal to allow a recommended treatment to comply with our indemnity insurance. In such an event, the veterinary surgeon will offer you the chance of an independent second opinion, and will also give you written details behind the suggested course of action within 48 hours of the event.
5. We will endeavour to use drugs and medications licensed for use in the species we are treating. However there may be instances where other drugs would be more beneficial and appropriate and we reserve the right to use these in such cases.
6. The veterinary surgeons employed by this practice will each be covered by a suitable indemnity policy.

Payment of Fees

In order to keep administrative and bank charges to a minimum, and thus our fees, we would appreciate your co-operation in this matter. We will only charge for such services and treatments that you use. However we do ask for prompt settlement so that we can survive as a small practice, pay our bills and staff, and thus still be around for when you next need our services!

Therefore, please note the following:

1. All fees should be settled at the time of the consultation or when a patient is collected following a stay with us.
2. Payment may be made by cash, credit or debit card, or by a personal cheque backed by a guarantee card that is valid for the amount involved.
3. Fees for animals that you have insured are required to be paid at the time. We will then forward the claim to your insurers as soon as possible to minimise the financial inconvenience to yourselves. We regret that we are unable to make direct claims on your behalf because the time taken by some firms to settle imposes too great a burden on our resources. Please note that we have no contract with any insurance company that would allow us to vary their terms and conditions as the agreement is strictly between you and them.
4. If you have genuine difficulty in settling an account, please let us know, preferably before treatment has begun. We will do our utmost to help, and will treat the matter with the greatest confidence.
5. Unsettled accounts will be pursued, with legal action if necessary. In such circumstances you will be liable for legal expenses incurred. We reserve a right to charge an administration fee for outstanding accounts.
6. We will offer the best treatment to all patients. It is your responsibility to ascertain the likely fees involved in us doing so. We will give an estimate if we can, but further treatment may be necessary that could not have been predicted at the time this was given. In such cases we will endeavour to contact you for permission, but our responsibility must primarily remain with the patient.

I have read and understood the above and agree to abide by this agreement:

Signed:........................................................................................

Date:.........................................

Print name:...................................................................................

For the Practice: Signed...........................................................

Date:........................................