Avonvale Veterinary Centres Ltd
Terms and Conditions of Business
The health and welfare of your animal is our prime concern and responsibility. Our Practice policies have been developed to care for your pet whilst complying with the Codes of Practice determined by the Royal College of Veterinary Surgeons, the Veterinary Medicines Directorate, the Health and Safety Executive, Environmental Health Departments and the Financial Services Authority.
Fees and Payment
There is no NHS for pets, so veterinary practices are providing private health care. The fees you pay fund the services, drugs, facilities and staff expertise, allowing us to give the best possible care for your pets.
We keep our fees as reasonable as possible, whilst reflecting the investment we make in caring for your pet.
We try to provide clients with as accurate an estimate of cost as possible, before treatment, and keep you up to date with any changes in your pet’s condition which might affect the cost as we go along. Where finance is a concern, we ask that you discuss this with your vet at the earliest opportunity.
Payment is expected at the time of treatment. We accept Cash, Debit cards, Master card or Visa.
Insurance claim forms should be presented for completion at the time of settling the bill.
Unpaid accounts will be followed up within 28 days. Failure to make payment will result in the account being referred to our debt collection agents whose charges will be added to, and payable with, the invoice debt.
Avonvale Veterinary Centres Ltd reserves the right to refuse any treatment, beyond first aid, to animals belonging to clients with outstanding accounts. Clients may be refused all treatment after appropriate notice has been given.
We strongly recommend pet insurance. Unexpected accidents and illness can happen to all pets and this ensures that you can choose to have the best care for your pet at all times without compromise or worries over cost. Staff at all surgeries can help you with any queries you may have. Insurance claim forms may be handed in at reception for completion by the veterinary surgeon treating your pet. It may not be possible to complete this while you wait. Forms will be returned to you as soon as possible for forwarding to your insurance providers.
It is your responsibility to settle your account with Avonvale Veterinary Centres. It is not practice policy to make direct claims on behalf of clients.
Prescription and Dispensing Policy
All medication prescribed by our vets is available to be dispensed directly from our surgeries at the time of your appointment in accordance with the Royal College of Veterinary Surgeons and Veterinary Medicines Directorate Guidelines. All Prescription Only Medication (POM-V) is dispensed under the authority of the veterinary surgeon treating your pet.
Prices (inclusive of VAT) of any medication prescribed for your pet are available upon request.
Written prescriptions for veterinary medicines are available upon request. These can only be authorised by our Veterinary Surgeons and are restricted to animals under their care. The fee for this service covers the professional service of your vet in authorising appropriate medication, dosage advice and maintaining the required accurate pharmacy records for your pet.
Our repeat prescription service for pets on long term medication allows you to re-order medication or written prescriptions over the phone. In compliance with the Royal College of Veterinary Surgeons best practice guidelines we do insist that your pet is examined by your vet every six months (or more frequently should the recommendation for the use of a specific medication require it) and that any recommended diagnostic tests associated with monitoring the efficacy and/or side effects of the drug are completed. We will advise you when these are due.
Some flea and worm medication or POM- V medication used for preventative healthcare may also require that we check your pet’s health annually before supply.
It is practice policy to limit the amount of any Prescription Only Medication (POM-V) to that which is required for ONE months treatment. In certain extenuating circumstances and depending upon the nature of the prescribed drug this may be increased to a maximum of two months treatment.
Medication posted to clients will be sent by Recorded Delivery and subject to a Post & Packing charge.
Ownership of Records
All case records, diagnostic test results and interpretation remain the property of Avonvale Veterinary Centres. Copies may be forwarded to another veterinary surgeon involved in your pet’s care on request. The practice operates controls on personal details and client records in accordance with the Data Protection Act.
Please direct any comments, compliments or complaints, to the Senior Vet at your surgery or to the Practice Manager and we will address them as promptly as possible.