FAQ

We are delighted that you have chosen us to look after your pet! Below are some points to help clarify our provision of services to you. They form the basis of the contract between us.

Very friendly and professional and seemed to genuinely care about my pet. Would highly recommend.

Russell Chilvers

Fees

All fees are subject to VAT. Fee levels are determined by the time spent on a case and according to the drugs, materials and consumables used. You will be charged for each visit your pet makes to the practice. You can request a detailed cost breakdown for every transaction with us. We will endeavour to provide you with an estimate of fees prior to treatment. There may be situations in which it is difficult for us to be accurate and final treatment may be more complex than first anticipated. We will always try to give you an idea of a likely bill, but please enquire if this has not been discussed.

Payment

We require your account to be settled in full after a consultation or prior to collection of your pet. We accept all major cards and can accept payment from a third party with their authorisation. We usually do not claim direct from insurers, but are happy to speedily complete your claim form at no extra charge for you to claim your money back. If we agree to collect payment direct from your insurer, we will charge you £19.52, which will not be reclaimable and will request you sign an indemnity letter that details your liability should the insurer decline payment for any reason.

For any other unpaid accounts, after 30 days of non-payment, we reserve the right to refer your account to a debt collection agency unless specific payment terms have been agreed with one of the Directors. A contractural interest rate of 2% above the Bank of England base rate of the outstanding account will be added to your account to cover the associated costs of outsourcing the debt to a third party debt recovery agency. Please note that such action may damage to your future credit rating.

Radiographs and clinical records

These remain the property of the practice, but we are happy to send these to another veterinary surgeon if you move practices. You are welcome to arrange an appointment to go through your records with a veterinary surgeon at our practice. We never discuss or sell confidential records to any third party, except when another veterinary surgeon requests them.

Out of hours protocol

In the event of veterinary care being required outside of our normal hours, you can be seen by “PETS”, our emergency service provider (01273 566993, The Deneway, London Road, Brighton). They are staffed by a dedicated night team for continuity of care. They are a separate business to ours, requiring payment directly. Their notes are faxed to us before we open each day. We do occasionally hospitalise patients overnight at our clinic, in circumstances when we feel intensive care is not required. On these occasions, our staff will examine them as required. However, we do not have staff present overnight. In cases where you or we feel overnight monitoring is required, we will liaise with the emergency clinic and organise for your pet to be transported there or you may prefer to take your pet to them yourself.

Dispute

In the event you are unhappy with any aspect of our service, please telephone or make an appointment to speak to one of the directors.

Second opinions and referrals

In the event you would like another veterinary surgeon to examine your animal in the practice, please ask when you make the appointment. If you would like another practice to examine your pet, they will contact us to request a copy of the clinical records. We may occasionally suggest referral to a colleague with experience of a particular type of condition. We will arrange this appointment for you and explain the experience and qualifications that person holds.

Drug supply – New Medicines Regulations

Prescriptions are available from this practice at a charge of £10.00 including VAT. You may obtain Prescription Only Medicines, Category V, (POM-V’s) from your veterinary surgeon OR ask for a prescription and obtain these medicines from another veterinary surgeon or pharmacy. Your veterinary surgeon may prescribe POM-V’s only for animals under his or her care. A prescription may not be appropriate if your animal is an in-patient or immediate treatment if necessary. You will be informed, on request, of the price of any medicine that may be prescribed for your animal.

The general policy of this practice is to re-assess an animal requiring repeat prescriptions every four months, but this may vary with individual circumstances. The standard charge for a re-examination is our “reduced consultation fee” of £36.50. Further information on the prices of medicines is available on request.