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.

New Clients

We are passionate about the care we are able to give our patients and we believe a large part of this can be achieved through regular health assessments and good preventative care. Our Pet Health Club plan incorporates all of this as well as offering significant in-clinic discounts. Pet Health Club (PHC) leaflets are available in our branches and can be found on our website.

If you are transferring from another practice, please allow sufficient time for us to obtain and read your pet’s previous history before your first appointment (unless in an emergency of course).  Please aid this process by giving your previous vets consent, well in advance, for the records to be transferred.  This will enable the veterinary surgeon to give you and your pet the best service possible.

Expectations of your interactions with our team

Edgewood Veterinary Group thrives on open-client relationships with respect and trust being key cornerstones of this. We respect your right to be heard and we will listen, but will not tolerate voices raised in anger or aggression, shouting, bullying, or any form of intimidation towards any member of our team. In this event (following investigation), you will be deregistered as a client and will need to find alternative veterinary care for your pets.

Consultations

Consultations are arranged by appointment only. Emergencies during normal opening hours will always be seen as soon as possible. Clients are asked to telephone the practice for immediate advice and to tell us that you are on your way.

Please be aware that we may run behind schedule for reasons beyond our control (emergencies for example).  We apologise for any inconvenience that this may cause but ask for your patience when these situations arise.

Cancellation, ‘No Show’ and Lateness Policy

Due to the popularity of our clinics and limited number of consultation appointments, we require as much notice as possible to cancel or reschedule your pet’s appointment. To deliver the high standard of care we strive for at Edgewood Veterinary Group, our appointments are 15 minutes. If these appointments are booked and then not used without notification, that time is effectively wasted when it could have been offered to another patient who needed it.

If you cancel within an hour of your appointment or miss the appointment completely without any communication, we reserve the right to charge and be paid the applicable fee for the missed appointment.

Our appointments run one after another and arriving late for your pet’s appointment has a knock-on effect on the rest of our patient’s appointments by increasing their waiting times and potential stress.

If you arrive late, we will either shorten your appointment to the time that you have remaining in your appointment time or you will need to wait until we have a space to complete your consultation. Your pet is always our priority and if you do have to wait, we will make sure he or she is made comfortable and attended to. If you are coming in as an emergency, we will see you when you arrive.

We do understand that cats can disappear when a trip to the vet is planned and unforeseeable personal emergencies happen and take this into consideration with last minute cancellations and application of the missed appointment charge.

If the practice needs to cancel an appointment due to unforeseen circumstances such as staff shortages, transport strikes or clinical emergencies, we will not be liable for reimbursement of any costs including transport or loss of earnings.

Multiple problems / more complex clinical needs

Usually only one clinical problem can be discussed/dealt with in a single consultation.  If we can’t adequately deal with your pet in the 15 minutes allocated time, your consultation may be extended at the discretion of the veterinary surgeon (if there is a free slot available immediately after your appointment time).  You will be charged an extended consultation fee to reflect this additional time that will be communicated to you.  Alternatively, you may be asked to book another appointment at a different time in order to adequately address your concerns on another occasion.  If you do wish to discuss multiple problems at the time of your consultation, please discuss this with the reception staff at the time of booking so adequate provisions can be made to fulfil your needs (if the required consecutive free consultation time is available).

Professional Fees and Dispensing 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 invoice is available for every consult, surgical procedure and transaction with us at the time of payment. Edgewood Veterinary Group has a standard dispensing fee per item. Dispensing fees do vary by product. A member of staff will be happy to discuss any queries that you may have.

Referral Fees

Our veterinary surgeons recognize when a case or a treatment option is outside an area of competence and will refer it to a colleague, organisation or institution, whom we are satisfied is competent to carry out the investigations or treatment involved. It is also your right to ask for referral if you would like this for your pet.

A referral arrangement fee is charged to cover the cost of our time in preparing and writing a bespoke referral letter and receptionist’s time compiling all the relevant history to arrange the appointment.

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 written prescription and obtain these medicines from another veterinary surgeon or a pharmacy. There is a written-prescription fee for each medicine prescribed. That fee is made per medicine and that fee is reduced for multiple prescriptions made at the same time. It is not possible to add multiple items to a single prescription. 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 48-hour 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 when the animal has been examined by a Veterinary Surgeon. We may therefore be required to examine your pet prior to dispensing. The charge for this re-examination is our standard consultation fee.
• 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.
• If a patient has an unforeseen reaction to a particular medicine that requires cessation of treatment, no refunds are possible.

Control of Animals

Dogs must be kept on leads and cats in secure baskets whilst in communal areas (including car parks and waiting areas). Animals must be kept under effectual control at all times. Edgewood Veterinary Group will not be held responsible for any injuries sustained to your pet (or to another pet) due to any failures to follow this policy.

Hospitalisation, Surgical and Dental Treatment

We will keep you updated with your account balance daily throughout the time your pet stays with us and we require any outstanding balance to be cleared in full each day. An exception to this may be direct insurance claims that have been pre-authorised and agreed by the practice.

If your pet requires a caesarean section, full payment of the estimate will be required before surgery is performed.

If you cancel or reschedule your pet’s dental treatment with less than 48 hours’ notice, we reserve the right to charge you a cancellation fee.

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. We will help you with every insurance claim, irrespective of the company, but it is your responsibility to understand the terms and conditions of your individual policy.

We aim to complete and submit claims as soon as we receive them but in busy periods this can take up to 5 working days from the date you submitted your completed claim to us.

Please note that we have no control over the speed of processing once your documentation has been submitted to the insurance company and are unable to help with this.

It is your responsibility to complete all the details in the “policy holder sections”. We will keep a copy for our records as a back-up. Should you wish to post it directly or require a copy of the submitted claim, please notify us in advance.

Edgewood Veterinary Group may claim directly from your insurance company if the treatment has been pre-authorised by your insurance company and is specifically agreed with the practice management. This facility is only available for fees over £600 and does not extend to ongoing medication or treatment (unless pre-authorisation is obtained each time). The policy excess must be paid in full on submission of a fully completed claim form.  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.

In the event your insured pet requires emergency treatment at Vets Now, you will need to submit an insurance claim through them. We are unable to claim for treatment administered by Vets Now. If further treatment is required by Edgewood Veterinary Group Ltd, a separate claim will need to be submitted by us.

Euthanasia

If your pet requires euthanasia and you would like his / her ashes returned, payment of all outstanding costs will need to be settled before return of the ashes.

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. Edgewood Veterinary Group does not offer an account facility of any kind. We accept cash, or credit/debit cards – Mastercard, Visa, Delta and Switch.

Estimated cost of treatment

We will provide a written itemised estimate of the anticipated costs of treatment or surgical procedure for your pet. Please bear in mind that any estimate given can only be an approximate cost and additional costs, which cannot be predicted at the outset, may occur as treatment progresses. We will always endeavour to contact you if this estimate is likely to be exceeded. As such, we cannot guarantee the estimate will be the final cost.

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 within 7 days, a reminder will be sent. Should it be necessary for further reminders to be sent, administration charges will 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.

These charges apply even if you have insurance and have not yet given us a signed claim form.

Inability to pay

If for any reason you are unable to settle the costs of the estimate as specified, please ask to discuss with a member of staff, prior to treatment. 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. A formal contract will be entered into before treatment is given. Emergency treatment to alleviate suffering will always be given irrespective of ability to pay.

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, pets that travel internationally requires rabies vaccination boosters within a stipulated time frame, so keep a personal record of when this is due. If you miss your pet’s Rabies re-vaccination date, it may mean your pet will not be able to travel with you.

In order to minimise Edgewood Veterinary Group’s impact on the environment, these reminders will be sent via email or SMS.  Please ensure that your contact details are updated regularly to ensure you receive notifications from us. You will be required to open a PDF attachment on this email that will provide the details of the due vaccine.

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 sent to you.

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.

Client Communications Charge

We provide the highest level of care for our patients and their carers and regular high-level communication is an essential part of this. If we find ourselves spending an excessive amount of time on emails or telephone calls that are not directly related to the immediate care of a case and/or would be better served by a clinic visit or telemedicine consultation, we reserve the right to charge a fee to cover our professional time.

Call Recording

All telephone calls are recorded for training and monitoring purposes. Recordings will be stored electronically in an external secure environment and will be automatically deleted, in line with the Retention Policy.

CCTV Recording

CCTV is in operation for the purpose of public safety and training and monitoring purposes. Recordings will be stored electronically in an external secure environment and will be automatically deleted, in line with the Retention Policy.

Use of Your Details and Data Protection

Edgewood Veterinary Group Ltd is registered under the Data Protection Act 1998. Your details will not be passed on to any third party, except for debt collection purposes, without your permission. However, we may from time to time contact you by mail or electronic means with details of services we provide which may be of relevance to your pet’s healthcare, reminders, drug recall information, other products which may be relevant and newsletters. If you do not wish to receive these mailings, please advise our Administration Department in writing.

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

Edgewood Veterinary Group is here for you and your pet and we take your thoughts and comments seriously. If you have any concerns or suggestions, please let us know so we can discuss these so we can do something about them. If you feel that we have done a particularly good job, then please tell others and review us on Google or on our Facebook page.

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.

Environmental Sustainability

Edgewood Veterinary Group recognises the impact running a practice can have on the environment

and is actively trying to reduce the impact through a number of energy-efficiency initiatives such as active recycling, sustainable products procurement, reduction of printing and use of low-flow gas anaesthesia, to mention a few.

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.

Pet Health Club Terms and Conditions

Edgewood Veterinary Group passionately believes in a proactive, preventative approach to your pet’s healthcare. We know how important your pet’s health is to you. We want to keep them healthy and happy for longer. This is why we have the Pet Health Club.

Our Health Care Plans make it easier for you to protect your dog, cat and rabbit and your family against preventable diseases and discomfort, by making sure your pet’s general health is assessed twice per year with all preventative health care products provided in an easy monthly payment plan. Our Health Care Plans are not insurance, and we recommend you have this to cover the unexpected.

Regular check-ups and early diagnosis of any potential health issues will help your dog, cat and rabbit enjoy a long, comfortable life, whilst saving you money and worry too.

However young or old your pet is, we have a Health care Plan designed to suit them and their changing needs.

We feel that members of the Healthy Pet Club should be rewarded for taking care of their pet’s routine treatment, so we provide significant in-clinic savings on many procedures and services, including dentistry.

Vaccinations

These are included in the plan for adult pets. Vaccines are not included within the first 3 months of joining the Pet Health Club. However, you will receive a percentage off the cost of the vaccinations if they are given within this time.

If you fail to attend the annual health assessment in time and the vaccine course needs to be started again, you will need to pay for the additional appointments and vaccination costs.

Kittens and puppies will be given an equivalent discount to that offered in the Pet Health Club when they join the Pet Health Club at the time of their primary kitten /puppy vaccinations.

We’ll send you email reminders.

Six-month health assessment with a nurse

The six-month assessments are to monitor your pet’s health and provide early detection of any new disease processes. When booking the six-month health assessment appointment, please ensure that the receptionist is aware that this appointment is with a nurse. The six-month check with a nurse cannot be done if your pet is unwell.

A reminder will be sent out to you in advance of the six-month nurse appointment.

Microchipping

It is legal requirement to have your dog microchipped by the age of 8 weeks, whilst it is set to be compulsory from June 2024 to have your cat microchipped by the age of 20 weeks (5 months). If found not to have a microchip, owners have 21 days to have one inserted or face a £500 fine. This can be booked with a nurse and can be done at any age.

As the legal owner of your pet, it is your responsibility to keep your contact information up-to-date with the microchip database company.

Flea, worm and parasite treatment

The practice will provide 12 months’ worth of parasite treatment according to the protocol advised by the veterinary surgeon for your cat’s specific requirements. We cannot dispense more than 6 months of product at any time.

The practice will prescribe the treatment that has been researched and agreed by the Director. In the rare event that your pet has a proven and documented adverse reaction to our chosen product, we will provide you with an alternative product. If you do not want this product or your pet does not tolerate this substitution, then no further alternatives will be offered and we will provide a written prescription for you to source an alternate product online.

Parasite treatment cannot be exchanged or refunded once it has left the practice.

15% off the following:

• Primary Consultations
• Neutering, not including retained testicles
• Microchipping
• Dental Procedures
• Additional vaccinations, such as Rabies and Kennel Cough
• Lifestage and Prescription diets purchased from the practice
• Over-the-age of 8 years, senior health blood tests

Additional benefits:

• Unlimited nurse health assessments
• Regular weight assessment
• Behaviour advice
• Nutritional advice
• Claw clipping
• Anal sacs emptying

 

Additional Important Information

If you cancel the healthcare plan or miss any direct debit payments that are not immediately repaid and reinstated, you will not be able to continue to use the benefits of the Pet Health Club.

• There is a 14-day cooling off period in which you can contact the surgery to cancel the plan. If any products have been taken in this time, you are liable to pay the difference between monies paid and the value of products and services accepted.
• The Pet Health Club plan is renewed every year automatically unless you (the client) inform the practice of cancellation in writing or via email.
• The minimum term of agreement with the Pet Health Club membership is 12 months and all clients are required to sign a direct debit agreement to authorize future direct debit payments.
• The first payment of the plan will be taken on the day of joining the PHC. A payment link will be sent to you once your registration has been received. Once this payment has been made you will be able to make an appointment.
• Subsequent payments will be taken out via a direct debit on the date stated by you. If no date has been stated, the payment will be set to be requested from the chosen bank account on the first day of the month.
• The plan cannot be transferred to another practice. If you move away from the area the plan will need to be cancelled by you. The cost of any vaccinations, parasite treatment, consultations, blood tests, procedures and treatment will be calculated; if you are due a refund this will be paid directly into your bank account. If you owe the practice for treatment, this will need to be paid by you to exit the plan.
• If you move it is your responsibility to update the address. You will need to email the practice separately for any changes as the two systems are not linked. Please email purleigh@edgewoodvets.co.uk
• Missed appointments will be deducted from your plan or charged for.
• Any consultation, blood tests, medications, procedures and treatments must be paid for at the time of the consultation or procedure.
• The Pet Health Club Plan benefits are only available for the registered pet on the plan and registered at Edgewood Veterinary Group, we cannot give products and services allocated in the plan to another pet.
• Each pet is individually priced; we do not give discounts for multiple pets.
• Bank and public holiday surcharges are not included in the plan.
• If you would like a copy of the Terms and Conditions of the Pet Health Club membership, please request a copy from a receptionist.

By presenting your pet for treatment you are accepting these conditions.