Westside Veterinary Ltd Terms and Conditions for the Provision of Goods and Services

The staff of Westside Vets comprises professionally qualified veterinary surgeons, nurses and administrators. In addition Westside Vets provides formal training opportunities for nurses, veterinary students and school students. All staff at Westside Vets are committed to Continuing Professional Development to enhance their skills and improve the quality of care of their patients.

Services and Goods

Westside Vets provides services and goods for which a fee, which is subject to VAT, is charged. Fee levels are determined by the time spent on each case and examples of current fees are available from the staff. The services include professional opinion, in clinic diagnostics, certification, medical care and treatment and surgery. Goods include prescription medication and other products intended to enhance the care of your pet. Estimates of costs and private prescriptions(there is a charge for a written prescriptions) can also be provided. Please bear in mind that any estimate can only be approximate, because a pet’s illness may not follow a conventional course

Charging and Payment

Once an owner has requested the opinion of a member of the professional staff a fee may be charged. Westside Vets hold consent to treatment as informed and authorised by the owners once they have read and signed a Westside Vets consent form. Reports, clinical notes, radiographs or any images resulting from examinations or procedures remain the property of Westside Vets.

Payment for services and goods is at the time of provision of these and can be made with:

Cash

Cheque with current Banker card

Credit/Debit Card – Switch, Mastercard, Visa, Delta

Variation of this timescale is only possible under

exceptional circumstances. The owner or agent

presenting or consenting to treatment of the patient

must pay for all goods and services provided.

This person must be over 18 years.

Settlement Terms

Should an outstanding amount remain unpaid within 7 days, a reminder will be sent with an additional accounting fee in respect of administrative costs incurred. After due notice, outstanding debts will referred to our Debt Collecting 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 etc. Any Cheque returned by our Bank as unpaid, any Credit card payment not honoured and any Cash tendered that is counterfeit will result in the original debt being restored to the original sum with further charges added in respect of bank charges and administrative costs.

Client Confidentiality

All information relating to both client and patient is held in confidence and in line with the provisions of the Data Protection Act(s) (DPA) and will not be disclosed except under the following circumstances:

Where a client provides a confirmed request. This will be done according to DPA

procedure and with the charges detailed in the DPA

Where another vet requests this in order to continue the patient’s care.

To a Court or agent of Westside Vets as part of a legal process.

Where Westside Vets outsource reminder services for healthcare programmes, treatment, vaccination or medication

Pet Insurance

Where an owner has elected to obtain insurance to assist in the payment of veterinary bills, special conditions pertain:

Westside Vets have no knowledge of the basis, terms and conditions of provision of insurance for a pet. Clients must therefore take care to know and understand these clearly through discussion as required with their chosen insurance company.

Westside Vets complies with RCVS guidelines in respect of completing claims forms. Any disputes arising from slow settlement of claims should be expressly directed to the clients’ chosen insurance company.

In any matter where an insurance company requests information in respect of claims settlement, Westside Vets reserves the right to charge the owner accordingly and on each occasion.

External Agencies

From time to time the use of external agencies e.g. Diagnostic labs, second opinion and referral centres may be recommended by Westside Vets. Disbursements made by Westside Vets on behalf of owners to cover the charges made by these agencies will be detailed on the owner’s invoice. Professional opinion including reporting, interpretation and variation of treatment based on these reports will be charged as a separate fee.

In house diagnostic procedures are performed on the basis of payment for professional opinion including reporting, interpretation and variation of treatment based on these results.

Opening Hours

Westside Vets normal working hours and appointment times are as published and vary from time to time. Outside these hours an emergency service operates in line with Royal College of Veterinary Surgeons guidelines. Additional fees are chargeable for the provision of this exceptional service and estimates of these costs can be given at the time of contacting the service.

Safety Policy

Westside Vets staff are required at all times to work in such a manner as to ensure their own, their colleagues and owners safety and freedom from hazard, threat or injury. In order to comply with this they may make recommendations for the location of examination and treatment, patient restraint and owner conduct. The staff will of course consider patient welfare at these times and make a professional judgment as to appropriate action under the prevailing circumstances.

Re-examination and Repeat prescription Policy

Medication may be used to treat patients for extended periods of time. In order to comply with legislation Westside Vets must be sure that the medication is safe, efficacious and appropriate for your pet. This responsibility can only be met by checking the patient at regular intervals to ensure, for example, no harm is occurring. Re examination of the patient may take place monthly, quarterly, six-monthly or annually, depending on the medication, the patient and the condition and involves staff time for which a professional fee is charged.

Where medication is sourced beyond Westside Vets control, e.g. at a pharmacy, against a prescription, the intervals between issuing repeat prescriptions are variable, but usually monthly. Westside Vets must be able to justify the accurate and appropriate use of medication, where the only record of supply that Westside Vets  have is the prescription. The standard examination charge applies for each repeat event.

Complaints & Standards

We hope you will never have recourse to complain about the standards of service from Westside Vets. However, if you feel there is something you wish to complain about, please direct your comments in writing to the Practice Manager.