TERMS OF SERVICE
We appreciate, and thank you, for entrusting the care and attention of your pet to Brentknoll Veterinary Centre. The information given below details our Terms and Conditions.
All professional fees, diet and drug charges are subject to V.A.T. at the current rate. Fee levels are determined by the time spent on a case and the drugs, materials, consumables and diets used. You will receive a detailed receipt for every consultation, surgical procedure or transaction with us.
ESTIMATES OF TREATMENT COST
We will happily provide a written estimate of the probable costs of a course of treatment. Please bear in mind that any estimate given can only be approximate – often an animal’s illness will not follow a conventional course. We will always aim to keep you updated with any unexpected costs above the estimated costs.
EMERGENCY TREATMENT OUTSIDE NORMAL OPENING HOURS:
Our out-of-hours service is covered by Vets Now who operate from our building on Whittington Road. To contact them, please call 01905 780404 to contact Vets Now after the close of our surgery in the evenings, through to 0800 hrs the next day.
Payment for this service is direct to Vets Now at time of treatment and any payment options should be discussed with them. Please note payment agreements made with Vets Now do not automatically apply to Brentknoll Veterinary Centre’s treatment.
Please note that all of our calls are recorded for training and monitoring purposes.
METHODS OF PAYMENT:
Accounts are due for settlement at the end of each consultation, the discharge of your pet or upon collection of drugs/diet. You may settle the account using:
* credit or debit card (Mastercard, Visa, Delta, Maestro)
Should an invoice be issued and not settled within 14 days if further reminders are issued, administrative costs will be incurred. Ultimately after due notice to you, overdue accounts will be referred to the County Court for recovery of the debt and again further charges will be levied in respect of the costs incurred in collecting the debt, such as production of reports, correspondence, court fees, attendance at court, telephone calls, home visits, etc.
Also, 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 charges added in respect of bank charge incurred and subsequent 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 either the Client Care Supervisor (Jenni Layton) or the Practice Manager (Janet Palmer) or the Clinical Director, Dave Fisher.
Brentknoll Veterinary Centre strongly supports the principle of insuring your pet against unexpected illness or accidents. Please ask at reception for details about insurance from a member of staff. Please be aware that it is your responsibility to settle your account and then reclaim the fees from your insurance company unless otherwise discussed and agreed with the Veterinary Surgeon. Brentknoll have the right to refuse direct insurance claims as this is our discressional choice and not the insurers or policy holders.
COMPLAINTS AND STANDARDS:
We hope that you never have reason to complain about the standards of service received at Brentknoll Veterinary Centre, however if you feel that there is something you wish to complain about please direct your comments in the first instance to the veterinary surgeon dealing with your case. If the issue is not resolved to your satisfaction please send details of your complaint/issue to Dave Fisher, Clinical Director, Brentknoll Veterinary Centre Ltd, Whittington Road, Worcester, WR5 2RA.
If we are unable to resolve the issue within the practice you can contact the professional conduct department of Royal College of Veterinary Surgeons, Belgrave House, 62 – 64 Horseferry Road, London, SW1P 2AF.
OWNERSHIP OF RECORDS:
The care given to your animal may involve making some specific investigations, for example taking radiographs or performing ultrasound scans. Although we make a charge for carrying out these investigations and interpreting their results, ownership of the resulting record, for example a radiography, remains with the practice. Copies, with a summary of the history, will be passed on request to another veterinary surgeon taking over the case. If a client wishes to obtain a copy of their pet’s clinical history, this must be requested in writing and should be addressed to Dave Fisher, Clinical Director, Brentknoll Veterinary Centre, Whittinton Road, Worcester, WR5 2RA.
Confidentiality is important but it is not absolute and information can be disclosed in certain circumstances, for example if a client has given their consent, if disclosing information can be justified on animal welfare grounds or the wider public interest, or when required by law.
We will not pass on your details to third parties without consent, however certain registrations will require your details to be passed on (including but not limited to microchipping registration, insurance covernotes, health plan schemes, parasite reminder systems etc).
In some situations permission to pass on information may be implied due to the circumstances, for example if a client moves to a different veterinary practice and clinical history is requested or when an insurance company seeks clarification or further information about a claim under a pet insurance policy. However, whenever practicable the client’s express consent to the disclosure should be sought.
By providing us with your home, mobile or email address you are giving your consent for Brentknoll Veterinary Centre Ltd to contact you by these methods. Clients may exclude themselves from these options, however this may result in important correspondence i.e. vaccination reminders being missed.
No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by David P Fisher, the Clinical 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.