Farthings Veterinary Group:
Terms and Conditions of Business
Thank you for entrusting the care of your pet to Farthings. Some aspects of the terms may not be relevant to you and we request that you ask for further explanation or clarification if required.
Fees
All fees, diets and drug charges are subject to VAT at the current rate.
Fee levels are determined by the time and skill level required on a case and according to the medicines, materials, consumables and diets used. Fee levels will also have a contribution towards general overhead costs. Any fee is available on request. A detailed itemised breakdown for every consultation is available on request. You are liable for any fees incurred in the diagnosis and treatment of your pet even if your pet is brought to us on your behalf by a relative, friend or agent.
Methods of Payment
Accounts are due for settlement at the end of consultation, the discharge of your pet or upon collection of medicines/diets. You may settle the account using Cash, Cheque or a Credit/Debit card and in some cases relevant vouchers that are valid and in date.
Estimates of Treatment Costs
We will happily provide a printed/written estimate as to the probable cost of a course of treatment. Please bear in mind that any estimate given can only be approximate – often a pet’s illness will not follow a conventional course. We will try to contact you on the contact numbers you have given us if we believe the treatment costs are going to exceed those estimated, however, if you are not contactable we will treat your pet as necessary to prevent pain or suffering.
Settlement Terms
Should an account not be settled within one calendar month we will send a reminder letter and apply a £ 25.00 administration charge. Should settlement of the account not be made within 60 days the account will automatically be put into the hands of a debt collection agency and further charges will be levied in respect of the costs of collecting the debt such as; production of reports, correspondence, court fees, phone calls, home visits, etc. Any cheque returned from out bank as unpaid, any credit card payment not honoured or any cash tendered that is found to be counterfeit will result in the original account being restored to the original sum with further charges added in respect of bank and administration charges.
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 whilst we are happy to arrange for instalment or standing order plans to be set up these may only be sanctioned with the express permission of a manager.
Responsible Pet Ownership and Pet Health Insurance
Farthings believe in responsible pet ownership. This includes regular, appropriate vaccinations, worming, flea control and a permanent means of identification for your pet. We also strongly support the principle of insuring your pets against unexpected illness or accidents. Please ask us for details about insurance from any member of staff.
Complaints and Standards
Farthings are committed to providing an exceptional standard of service and care. We realise, however, that sometimes things can go wrong and there may be occasions when you feel that your expectations have not been met. We hope before you make a formal complaint you will give us the opportunity to put things right. Most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way, and you wish to make a formal complaint, we would like you to let us know in writing within 6 months. An acknowledgement letter will be sent once your formal complaint has been received detailing the name of the person handling your complaint and the estimated timescale for investigation and response.
Ownership of Records
Case records, including radiographs, and similar documents are property of, and will be retained by Farthings Veterinary Group. Copies with a summary of the history will be passed on request to another veterinary surgeon taking over the case.
Ownership of Radiographs and similar records
The care given to your pet may involve making some specific investigations, for example taking radiographs or performing ultrasound scans, Even though we make a charge for carrying out these procedures and interpreting their results ownership of the resulting records, such as a radiograph, remains the property of Farthings Veterinary Group.
Out of Hours Policy
In ordinary circumstances Farthings Veterinary Group will not contract their out of hours emergency and night care to any other organisation. Our clients should always expect to be seen by one of the veterinary surgeons working at the practice.
Prescription Policy
Prescriptions are available from our practices. You may obtain Prescription only Medicines, category V, (POM Vs) 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 is necessary. You will be informed, on request, of the price of any medicine that may be prescribed for your pet. The general policy of the practice is to re-assess every 6 months any animal that requires repeat prescriptions, but this frequency may increase, depending on the individual circumstances.
The standard charge for a re-examination is the prevailing price of a consultation fee. We reserve the right to charge for prescriptions from 1st October 2008.
General
Farthings Veterinary Group may contact you either by letter, phone or electronic means in order to advise you of outstanding accounts, reminders of your pet’s preventative health care treatments or any offers that might prove to be of benefit to you or your pets. Please let reception know if you wish no contact to be made. However, please be aware that this will remove the ability of the Farthings Group to send you vaccination reminders.
No addition or variation of these conditions will bind the practice unless it is specifically agreed, in writing, and signed by one of the company’s directors. No agent or person employed or under contract with the practice has the authority to alter or vary these conditions in any way.
FARTHINGS VETERINARY GROUP
Farthings, Guildford Road, Horsham, West Sussex, RH12 1TS
St Mary’s Surgery, East Street, Billingshurst, West Sussex, RH14 9PY
