Silverton Vets Terms and Conditions of Business

Thank you for entrusting the care of your pet to Silverton Veterinary Practice Ltd. This information details our practice Terms and conditions. Some aspects of the Terms may not be relevant to you and we request that you ask for further clarification/explanation if required.

Out of hours pet care

We operate our own out of hours service which is available for emergencies only and the vet will always be one of our own. You will therefore be seeing a vet who has access to your records and works for the practice. Fees charged out of hours vary with the time of day or night. A fee schedule is displayed in the waiting room. A veterinary surgeon and a nurse are on duty through the night to ensure continuous patient care.

Consultations and Veterinary surgery opening times

The surgery is open Monday – Saturday from 8am – 7pm. Consultations are by appointment only except in the case of an emergency when, if possible, a telephone call to the surgery detailing the emergency could be critical in dealing with it. If a home visit is required please telephone the surgery before 10am. Silverton Veterinary Surgery provide a 24 hour service provided by MiNightvets in Totnes.

Opening hours are:

PAIGNTON

Mon-Fri 8am-7pm and Sat, 9am-5pm

Call 01803 558588 in an emergency.

TORQUAY

Tues, Wed & Fri 9am-5pm, Mon & Thurs 9am-7pm, Sat 9am-11am

(Closed for lunch between 1pm-2pm)

Call 01803 558588 in an emergency.

BRIXHAM

Mon-Wed 9am-7pm, Thurs & Fri 9am-5pm, Sat 12pm-2pm

(Closed for lunch between 1pm-2pm)

Call 01803 558588 in an emergency.

If a home visit is required please telephone the surgery before 10am. Silverton Veterinary Practice Ltd. provides a 24 hour service for registered clients provided by MiNightvets in Totnes. Please note that all telephone calls into the practice are recorded.

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. Our written fee list is available on request. You will receive a detailed fee note for every consultation, surgical procedure or transaction with us. You are liable for any fees incurred in the diagnosis and treatment of your pet even if your pet is brought in on your behalf by a relative, friend or agent.

Methods of payment

Accounts are due for settlement at the end of the consultation, the discharge of your pet or upon collection of your drugs/diets. You may settle your account using

  1. Cash
  2. Cheque (with bankers card)
  3. Credit/Debit Card – Maestro, Solo, Mastercard, Visa, Delta but unable to except American Express

Estimates of treatment costs

We will happily provide a written estimate as to the probable costs 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 the estimate costs however if you are not contactable we will treat your pet as is necessary for the prevention of pain or suffering.

Settlement of terms

Should an account not be settled within two weeks, then a reminder will be sent with additional accounting fee in respect administrative costs incurred. After due notice to you the client, overdue accounts will be referred to our Debt Collection Agency and further charges will be levied in respect of costs incurred in collecting the debt, such as production of reports, correspondence, court fees, attendance at court, phone calls, home visits etc.

Any cheque returned by our Bank as unpaid, any credit card payment not honoured and any cash tendered that is found to be counterfeit will result in the original account being restored to the original sum with further changes added in respect of bank charges and administrative costs together with interest on the principal sum.

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 instalments or part-payments of any account may only be sanctioned with the express permission of a Partner.

Ownership of records

Case records, including radiographs and similar documents are the property of, and will be retained by Silverton Veterinary Practice Ltd. 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 investigations and interpreting their results, ownership of the resulting record, for example a radiograph remains with the practice.

Second opinions and specialist referrals

Should you feel you would like another opinion on your pet’s illness please ask. We are always happy to arrange a second opinion with another vet or vets within the practice or referral to a specialist.

Complaints and standards

Silverton Veterinary Surgery is committed to providing an exceptional standard of service and care. We realise, however, that things can go wrong and there may be occasions when you feel your expectations are not met. We hope that if this is the case you will give the surgery a chance to put it 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. This will detail the name of the person handling your complaint about the standards of service received from Silverton Veterinary Surgery. However if you feel that there is something you wish to complain about, please direct your comments in the first instance to the Practice Manager or a Partner.

Client data

We will use your data:

  • For our own record keeping and accounting purposes.
  • To contact you with personal messages regarding your pet e.g. to change an appointment.

When you register, you will be given the option to ‘opt-in’ for the following communications:

  • Reminders for up-coming appointments (SMS, e-mail).
  • Reminders specific to your pet’s health e.g. flea treatment and vaccination reminders (SMS, e-mail, post).
  • News/information about your pet’s care and health (SMS, e-mail, post).

You can amend your communication preferences at any time by informing us.

We will pass on your pet’s medical history, which includes your contact details, if requested by another veterinary surgeon if you change veterinary practice or register elsewhere for a second opinion.  We will try to contact you to check that you are happy for this to happen

If we become aware that you no longer use our services we can ‘inactivate’ you on our system, so that you no longer receive communications from us. We keep your pet’s records for a minimum of 7 years but can anonymise computerised client data/shred paper records after this point.

When you register your pet on an id chip site we give them your name, address and contact details as well as your pets details.

We will pass on your details to a referral veterinary centre or practitioner e.g. behaviourist, physiotherapist if you agree for your pet to be referred. Your surname and pets name is used to identify your pet when we send external laboratory samples. We also send your surname and pets name if you use our Pet Cremation services.

We will pass on your details to our debt collection agency (P&J) if required, in line with our terms and conditions.

Prescription policy

Prescriptions are available from this practice. You may obtain Prescription Only Medicines, category V, (POM Vs) from your veterinary surgeon or ask permission and obtain these from another veterinary surgeon or pharmacy. Your veterinary surgeon may only prescribe POM Vs 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, the price of any medicine prescribed for your animal. The general policy of this 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 cost of preparing a written prescription is, as of May 2018, £10.95.

Responsible pet ownership and pet health insurance

Silverton Veterinary Surgery believes in responsible pet ownership. This includes regular appropriate vaccinations and worming for cats and dogs, regular flea control and a permanent means of identification for your pet. Please ask us for advice on the best methods to achieve this. Silverton Veterinary Surgery strongly supports the principle of insuring your pet against unexpected illness or accidents. Please ask for details about insurance from any member of staff. Please be aware that it is your responsibility to settle your account and then reclaim the fees from your insurance company. Due to increasing costs there is a charge of £4.50 for every claim submitted.

General

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