Terms and conditions of business
Thank you for entrusting the care of your pet to Cogges Veterinary Surgery.
This document details our Practice Terms and Conditions. Should you require clarification of any aspect of this information, we request that you ask a member of staff who will be happy to help you.
All fees, diets and drug charges are subject to VAT at the current rate.
Fee levels are determined by the time spent on a case and according to drugs, consumables, materials and diets used.
A member of staff will be happy to discuss any queries you may have.
On request, you will receive a detailed fee invoice for every consultation, surgical procedure or
transaction with us at the time of payment.
METHODS OF PAYMENT
Accounts are due for settlement at the end of the consultation, the discharge of your pet or upon collection of drugs and/or diets.
You may settle your accounts using:
* CASH or POSTAL ORDERS
* CREDIT/DEBIT CARDS- Switch, Solo, Mastercard, Visa, Delta.
* CHEQUE with a valid current cheque guarantee card up to the value on the card.
ESTIMATES OF TREATMENT COSTS
On request, we can provide a written estimate as to the probable cost of a course of treatment or surgical procedure. Please bear in mind that any estimate given can only be approximate and additional costs, which could not be predicted at the outset, may arise as treatment progresses. We will make every effort to discuss any additional costs as they occur.
Please note it is your responsibility to provide us with accurate contact details.
Payment is due at the time of treatment or discharge, but should an account not be settled within 30 days, a reminder will be sent and administrative costs may be added.
Should it be necessary for further reminders to be sent, further charges may be incurred.
After due notice to you the client, overdue accounts will be referred to the small claims court and further charges levied in respect of costs incurred in collecting the debt, such as court fees etc. Any cheque returned by our Bank as unpaid, any credit card not honoured or 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.
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 payment of any account may ONLY be sanctioned with the express permission of Karen Kappen (Owner), Kerry Scarlett (Practice Manager) or Jessica Hazell (Deputy Practice Manager).
PET HEALTH INSURANCE
Cogges Veterinary Surgery strongly supports the principle of insuring your pet against unexpected illness and 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 any fees from your insurance company. It is your responsibility to pay any excess that may be set according to your policy.
COMPLAINTS AND STANDARDS
We hope and endeavour to ensure you never have recourse to complain about the standards of service received from Cogges Veterinary Surgery. However if you feel that there is something you wish to complain about, please direct your comments in the first instance to Kerry Scarlett, Practice Manager.
ACCESS TO AND OWNERSHIP OF RECORDS
Case records including radiographs and similar documents are the property of, and will be retained by Cogges Veterinary.
Copies with the summary of the history will be passed on by request to another veterinary surgeon should the need arise. Clients may view their pet’s clinical notes on request by appointment only. Requests should be made in writing to the Practice Manager.
The care given to your pet may involve making specific investigations, for example taking radiographs or performing ultrasound scans. Professional fees will be applied for the reading and
interpretation of such tests. Ownership of the resulting diagnostic material (radiographs, printouts, traces etc.) remains with the practice. Radiographs will only be released from the practice on request by another veterinary surgeon taking over the case.
PRECRIPTIONS & REPEAT PRESCRIPTIONS
You may obtain relevant veterinary medicinal products from your veterinary surgeon or ask for a prescription and obtain these medicines from another veterinary surgeon or a pharmacy. Our charge for a prescription is currently £10.40.
Your veterinary surgeon may prescribe relevant veterinary medicinal products only following a clinical assessment of an animal 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, of the price of any medicine that is being prescribed for your animal.
The general policy of this practice is to re-assess an animal requiring repeat prescriptions for, or supplies of, relevant veterinary medicinal products every 6 months, but this may vary with individual circumstances.
At the present time there is no charge for a repeat prescription check, although this is liable to change in the future without notification.
PRESCRIPTION ONLY FLEA, WORM PRODUCTS
We may advise the regular use of anti-parasitic medication. The majority of these products are currently prescription only (POM-V) and it may therefore, be necessary to examine your pet prior to dispensing an appropriate product.
In order to assist our clients, examinations for flea treatments alone, under normal circumstances and at our absolute discretion, are undertaken by us without charge.
However, should your pet be unwell and require a diagnostic examination a consultation fee will be payable at the time of the examination.
APPOINTMENTS AND OFFICE HOURS
Office hours: Monday to Friday, 8.00am to 7.00pm, Saturday 8.00am to 2.00pm and Sunday 10.00am to 12.00pm
Patient visits are by appointment.
Emergency appointments will be seen as soon as possible.
Out of hours emergency cover is provided by the Parkwood Emergency Clinic, Woodstock.
For an appointment please call: 01993 772627
OVERNIGHT CARE OF PATIENTS
Patients that are kept in overnight and at weekends will be checked and monitored according to their condition, on an individual basis.
If constant supervision is necessary the patient may be transferred to Parkwood Emergency Clinic, Woodstock after consultation with the owner.
SECOND OPINION & REFERRAL SYSTEM
In cases where we feel your pet may benefit from greater expertise in a specific area, we may consider arranging an appointment for your pet at a specialist veterinary centre; this is known as a referral.
After the specialist treatment, you will be referred back to us to continue your pet’s treatment. Clients must settle their referral account with the referral centre directly.
There are no restrictions in your seeking a second opinion from another vet for your pet’s treatment. The second vet will need to contact us to obtain your pet’s clinical records so that conflicting treatments can be avoided. This is a professional obligation expected of veterinary practices.
After the second opinion has been given, you may be referred back to us.
Clients must settle their second opinion account with the second opinion practice directly.
INFORMATION YOU PROVIDE
On registration you will be asked to provide some limited personal information in order to enable the provision of our services. We will store this information manually or electronically.
By supplying this information you are consenting to the practice holding and using it for the purposes of maintaining accurate records of your pet’s health and veterinary treatments.
Personal information collected and/or processed by the practice is held in accordance with the provisions of the Data Protection Act 1998.
Personal information will not be sold to third parties, or provided to direct marketing companies or other such organisations.
No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by one of the practice partners. No agent or person employed by, or under contract, the practice has the authority to alter or vary these conditions in any way.