Thankyou for entrusting the care and attention of your pet to the Letchworth Veterinary Centre. This letter 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.
All fees, diets and drug charges are subject to VAT at the current rate. Fee levels are determined by the time spent on a case and according to the drugs, materials, consumables and diets used. Our written fee list is available on request. You will receive a detailed fee note for every consultation, surgical procedure or transaction with us.
METHODS OF PAYMENT
Accounts are due for settlement at the end of the consultation, the discharge of your pet or upon collection of drugs/diets. You may settle the account using
· CHEQUE with current Banker card
· CREDIT/DEBIT CARD – Electron, Maestro, Mastercard, Solo, Visa
ESTIMATES OF TREATMENT COSTS
We will happily provide a written estimate of the probable costs of a course of treatment. Please bear in mind that any estimate given can only be approximate – often a pets illness will not follow a conventional course.
Accounts should be settled at the time of treatment. If you are unable to pay at the time for any reason arrangements for payment must be agreed with a member of staff. If accounts are not settled as agreed further charges may be added to cover administrative costs. 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 cocts 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 as soon as possible with a member of staff. Please note that instalments or part-payment of any account may ONLY be sanctioned with the express permission of our accounts staff.
PET HEALTH INSURANCE
The Letchworth Veterinary Centre strongly supports the principle of insuring your pet against unexpected illness or accidents. Please ask for details about insurance from any member of staff. Please be aware it is your responsibility to settle your account and then reclaim the fees from your insurance company. A small fee will be charged for filling in our part of the insurance claim and providing all the necessary clinical notes as required by your insurance company.
COMPLAINTS AND STANDARDS
We hope that you never have recourse to complain about the standards of service received from the Letchworth Veterinary Centre. However if you feel there is something you wish to complain about, please direct your comments in the first instance to Donald Gillon or Jeremy Lintott.
OWNERSHIP OF RECORDS
Case records, including radiographs and similar documents, are the property of, and will be retained by, Letchworth veterinary Centre. Copies with a summary of the history will be passed on request to another veterinary surgeon taking over the case.
OUR OF HOURS EMERGENCY COVER AND CARE OF INPATIENTS
A 24hr emergency service is available outside of normal surgery hours. Emergency contact numbers are obtained from an answering machine by telephoning the surgery on the normal number (01462 685882). From 30th March 2015 emergency cases will be seen by the Bedfordshire Emergency Veterinary Treatment Service (BedsVETS). This service is based at the Boness Veterinary Hospital, 125 Bedford Road, Barton Le ClayMK45 4LP. BedsVETS provides a hospital style emergency service 24hrs a day providing on-site care for all levels of urgent or emergency treatment required for all pets.The staff are experienced in emergency care and work on a shift basis. Your call will be transferred to BedsVETS and advice will be offered regarding your emergency.If your pet is admitted it will either be discharged to you when recovered or transferred back to our care the following day. You will be required to pay the cost of treatment at the time of consultation and if your pet is admitted a deposit for the estimated cost of treatment is required at the time of admission. If your pet is insured the cost of emergency treatment should be covered by your policy and we do advise you to have pet insurance. Our staff can discuss pet insurance with you at any time.
PRESCRIPTION ONLY MEDICINES
You may obtain Prescription Only Medicines, Category V (POMV’s) from your veterinary surgeon OR ask for a prescription and obtain these medicines from another veterinary surgery or pharmacy. A small fee is charged for issuing a written prescription. Your veterinary surgeon may prescribe POM V’s only for animals under his/her care. A prescription may not be appropriate if your animal is an inpatient or immediate treatment is necessary. You will be informed, on request, of the price of of any medicine that may be prescribed to your animal. The general policy of this practice is to reassess an animal requiring repeat prescriptions at least once every 6 months depending on individual circumstances. The standard charge for a re-examination is £20.77 (Mar 2015)
We are fortunate at Letchworth Veterinary Centre to have an amazing team of committed, talented and enthusiastic staff
At Letchworth Veterinary Centre we combine the highest standard of care for your pets with a friendly and personal service.