Practice terms & conditions

Thank-you for entrusting the care of your pet to Edgewood Veterinary Group Ltd. This document details our Practice Terms and Conditions. By registering your pet/pets with the practice you agree that you have read and understood our conditions of business and agree to be bound by them. Some aspects of the Terms may not be relevant to you and we request that you ask for further explanation/clarification if required.

Fees

All our 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 the drugs, materials, consumables and diets used. A detailed fee note is available for every consult, surgical procedure and transaction with us at the time of payment. A member of staff will be happy to discuss any queries that you may have.

Method of payment

Accounts are due for settlement at the end of each consultation, the discharge of the pet or upon collection of diets and/or drugs. You may settle your account with us using cash or credit/debit cards. The accounts of hospitalised cases should be paid up to date when the balance reaches £500.

Estimated cost of treatment

We can provide 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.

Settlement terms

Payment is due at the time of treatment or discharge unless alternative arrangements have been agreed in advance by the Practice Manager or Director. 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, accounts that remain overdue 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. Any credit card payment not honoured or any cash tendered that is found to be counterfeit will result in the account being restored to its original outstanding balance with further charges added to cover of bank charges and administrative costs together with interest on the principle sum.

Inability to pay

If for any reason you are unable to settle your account as specified, we ask you discuss the matter as soon as possible with a member of staff and before treatment takes place. Please note that installments or part-payments of account may only be sanctioned with the express permission of a senior member of staff and must be agreed before any treatment takes place. Emergency treatment to alleviate suffering will always be given irrespective of ability to pay.

Pet Insurance

Edgewood Veterinary Group Ltd fully endorses the principle of insuring your pet against unexpected illness and accidents. Under Financial Standards Authority regulations, we are not able to recommend a particular policy; however, we are happy to advise on potential advantages and disadvantages of policies as a group. Completion of pet insurance claim/s will incur an administration charge which is not reclaimable from your insurance company.  When claiming on pet insurance please be aware that it is your responsibility to settle our account and then claim the fees from your Insurance Company.

Vaccination Reminders

Whilst we make every effort to send out reminders for annual vaccination, the responsibility to keep them up to date remains with you. In particular, please be aware that the Pet Travel Scheme requires rabies vaccination boosters within a certain time frame so please keep a personal record of when this is due.

Home Visits

Home visits are available if booked in advance and incur additional charges. In an emergency it is usually in the best interests of your pet to be seen at a surgery where facilities and a full range of drugs are available. It is not normally possible to carry out home visits outside normal working hours.

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 production and interpretation of them. If required, we can arrange to have copies of x-rays made at your expense.

Radiographs and copies of all laboratory results, with a summary of the history will be passed on, by request, to another veterinary surgeon should the need arise. You may view your pet’s clinical notes on request by appointment only. Please note it is your responsibility to provide us with accurate contact details.

Use of Your Details

Edgewood Veterinary Group Ltd is registered under the Data Protection Act. Your details will not be passed on to any third party without your permission. However, we may from time to time contact you either by letter, phone, text or electronic means to advise you of outstanding accounts, reminders of your pet’s preventative health care treatments and any marketing initiatives that might be of benefit to you or your pet. Please inform us if you wish no contact to be made. However, please be aware that this will remove the ability of the practice to send vaccination reminders.

Reminders are provided as a complimentary service to our clients. Edgewood accepts no liability for any loss, damages or costs which may result from the failure of a client to receive any reminder.

We participate in a nationwide project aimed at improving the health and wellbeing of pets. Together with the Royal Veterinary College and other participating practices, data from our patients’ records are collected, pooled and are analysed to identify risk factors, assess and compare different treatment protocols, and improve early diagnosis of disease. All data collection, storage and usage is anonymous and fully compliant with relevant data protection regulations. Please tell a member of practice staff if you do not wish to participate.

No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by one of the group’s partners. No agent or person employed by, or under contract with Edgewood has the authority to alter or vary these conditions in any way.

Second Opinions and Referrals

If you would like a second opinion on your pet’s care, please do not be embarrassed to ask our vets. They will be able to arrange for you to see a vet with the necessary experience and expertise, and can ensure they have all the clinical records available. If your pet’s condition requires a referral to a specialist, this will be organised by the attending vet.

Pharmaceuticals

  • Prescriptions are available from this practice. The current charge for a written prescription is displayed in our reception area or you may ask a member of staff for this information. You may obtain Prescription Only Medicines, Category V, (POM-Vs) from us or ask for a prescription and obtain these medicines from another veterinary surgeon or a pharmacy. We may only prescribe POM-Vs for animals under our 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 three to six months, but this may vary with individual circumstances. The charge for this re-examination is our standard consultation fee. Clients are requested to give 24 hours advance notice for repeat prescriptions.
  • We strongly advise the regular use of routine anti-parasitic medication. The majority of these products are POM-Vs and legally we are only able to dispense such products without the need for an examination when the animal has been examined by a Veterinary Surgeon in the last 12 months. We may therefore be required to examine your pet prior to dispensing. In order to assist our clients, when the patient is just examined for the purpose of dispensing routine anti-parasitic medication there is no charge for a consultation. Should clinical matters arise or a skin condition for which treatment is necessary arise out of that consultation then a consultation fee will be incurred at this time.
  • In accordance with the Medicines Act we will always use a veterinary licensed product. Should this not be available we will then use veterinary products licensed for use in other species and failing that a human medical product. Any use of off-licence medication will be based upon our knowledge of its use in animals and as assessment made of the risks and benefits involved. This is particularly common in species other than dogs and cats for which few licensed products are available. Please speak to your veterinary surgeon if you have any concerns about this issue.
  • We are legally unable to return any dispensed medicines to our shelves. We are happy to dispose of any medicines purchased from us at no cost to you. If your medicines have been purchased elsewhere, a disposal fee will be levied. Many food products are covered by manufacturers’ guarantees and a call to us or to their helpline will normally result in a full refund.

Emergency Cover

Emergencies are handled by Vets Now Ltd, a dedicated pet emergency treatment service, which operates from Spring Lodge Veterinary Hospital in Witham during emergency hours. This can be accessed by telephoning any branch after normal opening hours. The emergency contact details are given by an automated message. A map with directions is available on our website.

Compliments / Feedback

We are always pleased to receive compliments / feedback on the service we provide

Complaints and Standards

We hope that you never have recourse 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, preferably in writing, to the Practice Manager or a Director. An acknowledgement will be sent by return and then a period will elapse whilst the case is investigated and reports collated from those staff involved. A reply in writing will follow, usually within 14 days although the period may be longer if the Practice Manager, Director or staff involved are temporarily unavailable or delayed.

Variations in Terms of Trading

No addition or variations of these conditions will bind the practice unless it is specifically agreed in writing and signed by the director or company secretary. Additionally, no agent or person employed by, or under contract with, the Practice has the authority to alter or vary these terms and conditions in any way.