Practice terms and conditions
Your choice to allow us to take care of your pets means a lot to the whole team at Meadow Hall Veterinary Practice. We would like to take this opportunity to thank you and bring our terms and conditions to your attention. While some aspects may not be relevant to you, we do ask that all clients agree to our terms as it form the baseline of respect between you as your pet’s owner and the practice. We are happy to provide further explanation or clarification if requested.
For us to treat your pets to the best of our ability, we need to hold accurate records of every visit you and your pet makes. This includes maintaining up to date contact information and confidential clinical notes. Occasionally we may ask to confirm our details and request that you let us know of any changes as they occur.
All purchases including food, drugs, reception sales and professional fees are subject to VAT and will be included on all invoices or estimates given. Fees charged for the professional time of either vets or nurses is determined by the time taken and procedures carried out. We will always do our best to make out costs as transparent as possible. Invoices will always be provided on request.
Methods of Payment
All accounts are to be settled on the day of the procedure or consultation. In the instance of insurance claims, we request for clients to pay the practice directly and then arrange for the insurance company to pay them. We accept payment by cash or credit/debit card. Payment via bank transfer or direct debit subject to approval.
Estimates of Treatment Costs
We will always do our best to provide accurate estimates of any procedure we recommend. These estimates will be inclusive of VAT. However medical procedures can change as cases progress resulting in sometimes significant changes. We will always do our best to keep you informed with regular account updates. Estimates are valid for 30 days.
Terms of Business
A reminder will be sent to any account holder where the account has not been settled within 14 days. We have the right, after due notice has been given, to refer any client to our debt collecting service. This may incur further charges that may be levied in respect of costs by the debt collection company. Should any card payment be declined, any cheque not clear into our bank account or any cash deemed to be counterfeit, the practice has the right to reinstate the original account balance. Should you be struggling to clear your account, please speak with us as soon as possible. We will do what we can to reach an amical solution, but any instalment or part payments will only be approved with the express permission of the practice director.
We understand how worrying it can be when your pet isn’t well. Meadow Hall Veterinary Practice and its employees will provide veterinary services in accordance with reasonable standards denoted in the RCVS guidelines for practice standards and the professional conduct of veterinary surgeons and veterinary nurses. These guidelines can be found at www.rcvs.org.uk. We treat every pet with the same respect that we treat our own.
Meadow Hall Veterinary Practice and its employees will, at all time, show respect to their clients and their pets. We ask that all clients who wish to use the services provided by Meadow Hall Veterinary Practice show us the same level of respect. Any rude, bullying or aggressive behaviour towards members of staff will not be tolerated. Meadow Hall Veterinary Practice hold the right to with hold veterinary care from clients who do not adhere to this policy once due notice has been given.
Pet Health Insurance
Meadow Hall Veterinary Practice appreciate that your pet can become unwell or suffer an accident at any time. While the financial situation of every client is different, we support clients who choose to take out comprehensive insurance cover for when things don’t go according to plan. Any insurance policy our clients choose to take out is a confidential agreement between the client and their insurance company. As such, Meadow Hall Veterinary Practice and its staff cannot advise on the likely final decision of any insurance company. However, we will do what we can, within reasonable understanding, to assist with any insurance claim. We support applying for pre-authorisation claims for non-urgent treatment. Please speak to a member of staff if you have any questions regarding insurance.
Out of Hours Service
Meadow Hall Veterinary Practice is open Monday to Friday from 8:30 am to 6:30pm and on Saturday 9am to 1pm. Consultations are by appointments only between these hours. Should the practice be closed, instructions on where to receive emergency care will be provided by phoning our regular number. Should your pet require treatment that can only be provided by staying in a veterinary environment, we will discuss all option available. This may result in our advising your pet to be referred to a local 24-hour hospital or remaining under out care at the practice. Please note that no member of staff will be on the premises overnight, but checks will be carried out. Transportation to a local hospital will be the responsibility of the owner unless other arrangements have been agreed by the practice principal.
Before any treatment is given to your pet either during a consultation or while admitted to the care of the practice, we will always ensure informed consent has been given. This may be verbal, as in the case of treatment given during a consultation or, should your pet be admitted, this will be a written signed document of consent. Diagnostic and treatment plans may change while your pet is admitted to the practice and every attempt will be made to discuss these changes as they are required and before any procedure or treatment is carried out. Not every medication available to the practice has obtained a license to be used for every species of animal that we treat. Most commonly this applies to rabbits and other small mammals but can apply to cats and dogs as well. Where possible, this will be explained before any medication is given and your written consent will be obtained. Emergency treatment will not be withheld should this permission not have been obtained but all efforts to inform the client will be taken once your pet is safe. The ability of our vets to prescribe these medications is under legislation known as the cascade. Further information on the cascade can be found at https://www.gov.uk/guidance/the-cascade-prescribing-unauthorised-medicines. Medication used under the cascade will be chosen due to their proven use in either another species (including humans) or because they are licensed for a different use. Please speak to any members of the veterinary team for further clarification. Meadow Hall Veterinary Practice may, at any time, add a note to a client’s file to indicate any past concerns such as problems with payment or unacceptable behaviour without informing the client.
Ownership of Records, X-rays & Similar Documents
Client and clinical records which include, but are not limited to, blood or biopsy results, radiographs (x-rays), ultrasound images or ecg graphs of animals under the care of Meadow Hall Veterinary Practice will at all times remain property of the practice. Clients that are registered owners of animals under our care may request access to their pet’s clinical records.
Complaints & Standards
While every attempt will be made by Meadow Hall Veterinary Practice to ensure you never feel the need to complain about our standard of service, we appreciated that this may not always be the case. All complaints must be submitted for review to the practice principal in writing. The decision of the practice principal will be final and cannot be varied by any other members of staff whether they be employed by, or under contract of Meadow Hall Veterinary Practice.
Dispensing of Drugs
Prescription Only Medications – Veterinary (POM-V) can be obtained by the practice either by being dispensed directly or with the provision of a written prescription for the medication to be obtained at a licensed provider elsewhere. Written prescriptions will be subjected to a fee. Obtaining a written prescription instead the medication from the practice may result in a delay in your pet receiving treatment. It is the client’s responsibility to obtain the medication once a written prescription has been issued. Written prescriptions will not be sent out electronically or via the postal service unless by a recorded service to be paid for by the client. POM-V medications can only be prescribed if the animal has been examined by a veterinary surgeon and is classified under the care of Meadow Hall Veterinary Practice. This requires the veterinary surgeon to examine your pet on a regular basis, the interval of which will be subjected to the professional opinion of our vets. This interval will always be in the best interest of your pet. Should a written prescription be provided by another veterinary surgeon, Meadow Hall Veterinary Practice will only accept the original document, unless via private arrangement, in order to be able to dispense this medication.
Return of unused drugs
Once medication has left the premises, we are no longer able to verify how it has been stored. As such we are not able to issue any refunds on returned medication, but we are happy to accept them for disposal. Disposal for any medication not dispensed by Meadow Hall Veterinary Practice may be subjected to a fee.