Pet health insurance
We strongly support 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 our account and then reclaim the fees from your Insurance Company. We are happy to assist you in making a claim and endeavour to send off all completed insurance forms within 10 days of receipt. Please speak to us before cancelling or changing your insurance company.
Complaints and Standards
Whilst we hope that you never have a cause to complain about the standards of service received from our practice, should you feel that there is something you wish to bring to our attention, please contact out Head Receptionist in the first instance.
We are always pleased to receive feedback on our services whether good or bad, so please do let us know your thoughts so we can continue to improve.
Ownership of records, radiographs and other documents
The care given to your animal 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 and will be retained by us. Case history records, radiographs and similar documents are the property of, and will be retained by us. Copies with a summary of the history will be passed, on request, to another veterinary surgeon taking over the case. We retain the right in certain circumstances to levy a charge for providing copies when additional expense is incurred.
Variations in terms and conditions of business
No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by Dr Russell Chandler (Practice Principal). No agent or person employed by, or under contract with the practice, has the authority to alter or vary these conditions in any way.
Our commitment to you
We will provide a first class service to the best of our ability, providing your pet with the highest standard of care. At our Langstone branch we have the latest technologies such as laparoscopy (key hole surgery) and a dedicated orthopaedic referral team. In both branches we have in house technology such as up to date laboratories, digital x-ray, use of K-Laser™ therapy (alternative drug treatment) and much more.
All fees are due for payment at the time of the consultation or when your pet is discharged after an in-house procedure. All fees, pet food and medicine charges are subject to VAT at the current rate. Fee levels are calculated by the time spent on a case and according to the medicine, materials, consumables and pet food used. Details of our fees are available on request and a detailed invoice in provided for every consultation, procedure or transaction. Estimates can also be provided on request and will be issued for non-routine procedures.
Methods of payment
We accept cash, credit or debit cards. Unfortunately we do not accept cheques.
Estimates of treatment costs
We will happily provide a written estimate listing the expected 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. If an estimate does change then the client will be notified accordingly.
Should an account not be settled at the time of treatment, an invoice will be sent with an additional accounting fee in respect of administrative costs incurred. This however, may be deducted if payment is made promptly. Should it be necessary for further reminders to be sent, further charges will be 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 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 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.