Thank you for entrusting your pet’s care to Peak Community Vet. We are committed to providing the highest standard of care for all our patients and to communicate fully with you at all times. As part of that commitment this document details our Practice Terms and Conditions. By accepting our services and/ or purchase of goods you are contractually agreeing to Peak Community Vet’s Terms of Business as set out below. Should you require further explanation please feel free to contact us and we will be happy to help.
By registering with the practice you give permission to Peak Community Vet to contact your previous attending veterinary surgeon for any relevant medical history. This ensures that we are aware of any pre-existing conditions that your pet may have, and of any treatment being received etc.
In provision of your personal details you are consenting to allow us to contact you by telephone, post or email with relevant information regarding your pets or our services. If you do not wish to be contacted in this manner please let us know. Please note that should you prefer to have no contact, you will not receive vaccine or other critical reminders.
In certain situations we understand that requests will be made by persons acting as your agent, such as a relative, pet carer or cattery/ kennel owner etc. We will assume, unless advised in writing by yourself, that they have your authority and are acting in your interest and on your behalf.
We cannot accept instruction from anybody under 18 years of age.
Peak Community Vet's mobile service offers many of the procedures and treatments that you'd find in a more traditional veterinary practice, but delivered without stress, in the comfort and convenience of your own home. Dentals, surgery and more complex procedures will be performed on the mobile practice, close to your home. On some occasions an animal may require major surgery or hospitalisation. We are not a veterinary hospital and do not have the facilities to manage these patients appropriately or ethically. In such a case we would liaise with either a local practice or referral hospital to ensure that your pet receives the best care possible.
OUT OF HOURS EMERGENCIES
Your pet’s health is important to us 24 hours a day, 365 days a year. Because of this we have ensured that the out of hours service we offer is easily accessible and expertly equipped, so there is one less thing to worry about in an emergency.
Vets Now is a dedicated veterinary emergency service. They have an experienced team of vets and nurses who, using state of the art equipment, are able to provide round the clock care for your pet, should an emergency arise.
Vets Now Clinics are located in
Alfreton: Vets Now Alfreton, 216 King St, Alfreton, DE55 7DF
Sheffield: Vets Now Sheffield, 14 Newhall Road, Sheffield, S9 2QL
Derby: Vets Now Derby, City Gate Business Park, City Gate, Derby, DE24 8WY
Nottingham: Vets Now Nottingham, Dunkirk Road, Dunkirk, Nottingham, NG7 2PH
When the practice is closed, you should call on the usual telephone number and listen to the message which will give instructions on who to call.
All fees, drugs, diets and services are subject to VAT at the current rate. No drugs or food will be dispensed without payment. In giving instructions, either in person or by your agent, for an animal to be treated, you will be responsible for our charges. You will receive a detailed statement for every consultation, investigation, surgical procedure or other transaction with us.
ESTIMATE OF TREATMENT COSTS
We are happy to provide a written estimate regarding the expected costs of a visit, investigations, a surgical procedure or a course of treatment. Please remember that any estimate given can only be approximate, as a result of the unpredictable nature of clinical work. The final invoice may be above or below the original estimate, depending on the clinical circumstances. We will always discuss additional costs with you should unforeseen complications arise, although in a clinical emergency this may not always be possible.
Payment is required in full at the time of each consultation or procedure, and prior to dispensing prescription drugs or diets. Cash, debit and credit cards are acceptable. We do not routinely offer settlement terms and if an account remains unpaid after 14 days, a maximum of two reminders will be sent, providing due notice of further action. After due notice to you, the client, overdue accounts will be referred to our Debt Collection Agency whose charges will be added to, and payable with the invoice debt. All outstanding balances will be subject to interest charges of 15%, being applied to the account 1 month after treatment and every subsequent month thereafter until the balance is cleared. Any Credit Card payment not honoured and any Cash tendered that is found to be counterfeit will result in any discounts being removed and the account being restored to the original sum with further charges added in respect of bank charges and administrative costs together with interest on the principal sum.
We reserve the right to refuse any treatment other than emergency first aid to animals belonging to clients with long term outstanding accounts. Clients may be refused all treatment and asked to register with another veterinary practice after appropriate notice has been given. We also reserve the right to refuse service to abusive or offensive customers.
INABILITY TO PAY
If you anticipate difficulties settling your account or are unable to settle your account as specified, we ask you to discuss the matter as soon as possible with the Director. Please note that instalments or part-payments of any account may ONLY be sanctioned with the express permission of the Director, Dr Katie Burke.
PET HEALTH INSURANCE
Peak Community Vet strongly supports the principle of insuring your pet against illness or accidents and we will always submit indirect insurance claims promptly to ensure you are reimbursed as quickly as possible. It is your responsibility to submit claim forms to us for completion.
Unless otherwise agreed in advance, it is the responsibility of the client to settle an account directly with us as detailed in the payment terms above, and to reclaim any amounts covered by their policy from the insurance company concerned. Peak Community Vet Limited accepts no liability if your claim should be rejected in part or in full and any outstanding invoices remain your responsibility.
A fee of £10 (incl VAT) will be charged for processing insurance claim forms. This is not usually covered by insurance policies.
Prescriptions are available from the practice. You may obtain Prescription Only Medicines, (POM-Vs) directly from your veterinary surgeon, or you may ask for a written prescription and obtain these medicines from another veterinary surgeon or a pharmacy. Your veterinary surgeon may prescribe POM-Vs only for animals under their direct care. A prescription may not be appropriate, however, if your animal requires immediate treatment. You will be informed, on request, of the price of any medicine that may be dispensed for your animal. A reasonable charge is made for formulating and supplying a written prescription.
Medication posted to clients will be sent by recorded delivery and subject to a post and packing charge which will be payable when the drugs are ordered.
In line with RCVS guidelines regarding the dispensing of veterinary medications, it is practice policy for all pets to be seen by a veterinary surgeon within a suitable time frame prior to prescribing medication. Depending on the medicine and the individual case, this will usually be between 3 and 6 months, up to 12 months for routine preventive healthcare. These check-ups will allow the vet to review your pet’s condition, discuss any new medications which may be more appropriate for your pet and to check for any problems relating to long-term treatment. It also provides an opportunity for you to discuss any other concerns you may have regarding your pet’s health.
We kindly request that, where possible, you give us five days notice of your requirements for repeat orders of either medication or prescription food. Certain medications may have to be ordered in for the sole use of your pet and in these circumstances we will require payment in full.
We are unable to give a refund against returned medication but we can accept it back from you for safe disposal.
OWNERSHIP OF CLINICAL RECORDS AND DIAGNOSTIC IMAGES
In accordance with the Royal College of Veterinary Surgeons guidelines, clinical and client records, including laboratory results, ultrasound images and similar documents are the property of and will be retained by Peak Community Vet in the interests of animal welfare and for our own records. We are always happy to discuss the records with you and will send copies of the records to another veterinary surgeon should you move away, if a second opinion is required or in the event of a referral. Case notes may also be passed on to insurance companies on request, as this is a stipulation of your contract with the insurance company.
SECOND OPINIONS AND REFERRALS
If you are unhappy with the treatment or progress of your pet, you may request a second opinion from another veterinary surgeon at your cost. Please request that your chosen practice contacts us and we shall arrange for your pet's clinical history to be forwarded to them.
Your pet may require specialist treatment which is outside of our skills set or may require more specialist equipment. In these cases we can arrange a referral. There is an administrative fee of £25 (incl VAT). We will liaise with you and the referral practice to ensure all relevant histories are transferred.
We may on occasion use photographs of your pet for educational or promotional purposes. Please advise us if you do not want us to use your pet’s photograph. Your or your pet’s name will not appear with the image, unless you have expressly agreed to this.
We do try very hard to provide high standards of veterinary care and service to our clients. If however you feel that we have fallen below your expectations, please contact or write to us and we will be happy to discuss your concerns with you.
As a veterinary business, our veterinary surgeons must comply with the Royal College of Veterinary Surgeons (RCVS) Code of Professional Conduct. If you have concerns relating to the professional conduct of a staff member and have not been able to resolve it with Peak Community Vet directly, you can contact the RCVS on their website www.rcvs.org.uk for further details on how to register a complaint.
No addition or variation of these conditions will bind the Practice unless it is specifically agreed in writing and signed by the Director. No agent or person employed by, or under contract with, the Practice has the authority to alter or vary these conditions in any way.
Updated July 2018