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Terms & Conditions

We would like to take this opportunity to introduce the many services we are able to offer you. Kingsteignton Veterinary Group is a friendly, well equipped veterinary practice with ample parking in the middle of Kingsteignton. We offer a full range of healthcare services and aim always to treat your pets with the care, respect and affection we would wish for our own animals. We love working with animals and strive to create a happy and stress free environment for your pets, whether just a quick visit or a stay in our practice.

Fees

We regularly review our fees to ensure we offer a high quality service which represents good value for money.

All fees, diets and drug charges are subject to VAT at the current rate. Fee levels are determined by the time spent by staff on a case and according to the drugs, materials, consumables and diets used.

Payment is expected at the time of consultation. If your pet has been an inpatient or your pet has had a surgical procedure then payment will be required on collection.

Methods of Payment

Invoices are due for settlement at the end of the consultation, the discharge of your pet or upon collection of drugs/diets. You may settle the account using cash or credit/debit card: Maestro, Solo, MasterCard, Visa, Electron, Delta.

We do not accept personal or company cheques.

We do not keep accounts.

Estimates of Treatment Costs

We will happily provide a written estimate as to the probable costs of a course of treatment. Please bear in mind that any estimate given can only be approximate as a pet’s illness will not always follow a predictable course. We will always try to keep you informed on costs as they arise and discuss treatment options thoroughly.

Emergency - Out of Hours


We provide an out of hours emergency service.  Please call 01626 354260 and follow the directions.  All our emergency out of hours work is done locally.  However, we now share our out of hours emergency service with Powderham Veterinary Group in Newton Abbot.  Please still phone 01626 354260 as this will direct you, regardless of which veterinary practice is on duty.

Please note that this is for genuine emergencies only, for all other calls please ring during normal opening hours.

We offer separate kennel facilities for cats, dogs and isolation cases.  However, there may not always be a member of staff on the premises, particularly between 7pm and 8am.  If your pet is hospitalised, they will be checked overnight, as often as deemed necessary by the vet in charge of their case.

Opening Hours

From the 1st September 2015, all three branches will be run by appointment only.  If you are unable to to attend an appointment, we respectfully ask that you contact the practice to cancel your appointment, so that it may be offered to someone else.

Kingsteignton surgery is open, with exception of Sundays and Bank Holidays, for collection of drugs, food etc between 8am - 8pm Monday to Friday, and 8am - 4pm on Saturdays.  Please contact the practice for consulting times.

Bovey Tracey surgery has opening times 8.30 - 9am and 4.30 - 5pm, for both consultations and collections.

Chudleigh surgery has opening times will also be extending from the 1st September 2015, these will include 8.15 - 9.30am and 4.30 - 5pm, for both consultations and collections.

Insurance

We do recommend pet insurance as part of the responsibility of owning and caring for a pet. If your pet is ill or injured it is reassuring to know that cost will not have to be a deciding factor in their treatment. Likewise if they have a chronic condition such as arthritis or diabetes the costs over time will be significant. If you are unsure about insurance please speak to our nursing team. Alternatively a website that is full of useful information is www.insureyourpet.co.uk

Please be aware that it is your responsibility to settle your account with us and then reclaim the fees from your insurance company. We will complete all the relevant forms that your insurance company require so that your claim can be settled as quickly as possible. On very large accounts over £1000 we can claim directly from the insurance company, please note we will only do this on receipt of a insurance certificate and confirmation from the insurance company that the policy is valid.  For larger claims, we would advise that you contact your insurance company directly prior to arranging further appointments or surgery, to find out whether your pets insurance will cover the condition fully.  If the insurance claim is not settled fully, then you, as owner will be liable for full payment.  Where direct payment from the insurance company is agreed, it is your responsibility to pay for the excess prior to the insurance claim being submitted.

Identification


We reserve the right to ask for identification, and to store any identification attached to your records, within the data protection act.  Identification is requested when registering with us in the first instance, and also at periodic times whilst a client with us.  By law, we have to have the correct owners address for dispensing medications, and use of identification is a way of checking this.  We will also periodically ask you to update your contact details and pet details, for the same purpose.  All records stored are bound by the data protection act.

Email

From time to time we would like to inform you of current promotions, relevant to your pet and our quarterly newsletter.  This will be sent to your email address, that you provide us.  If you do not wish to receive these mailings, please send us an email stating that you wish to be removed from the mailing list. 

Veterinary Care

We will endeavor to provide veterinary services in accordance with reasonable standards denoted in the RCVS guidelines for practice standards and professional conduct of veterinary surgeons and veterinary nurses.  Guidelines are available at www.rcvs.org.uk 

Please note veterinary care will be withheld from clients who appear aggressive and abusive to staff members.

Consent

Written signed consent for procedures is required in all cases of admission to the hospital and any alterations will be agreed prior to action being taken.  Consent is also required for the use of medications in species for which they are not licenses eg. rabbits, rodents and exotic species.  In this case a consent form will be provided to allow this to be done without asking for specific permission in each and every separate case.  This is required as a majority of veterinary drugs are not licensed for use in small mammals, reptiles, birds, fish, amphibians and invertebrates.  We must then use drugs which have a proven activity and efficiency despite this lack of license.

Ownership of Records, X-Rays and similar documents

The care given to your animal may involve making some specific investigations, for example taking blood samples, X-Rays or performing ultrasounds scans.  Even though we make a charge for carrying out these investigations and interpreting the results, the resulting records, clinical or otherwise, remain the property of the practice.  Case records can be copied and on request, can be passed to another veterinary surgeon taking over the case.  Please note that we reserve the right to charge for copying any veterinary records and documentation.

Dispensing of Drugs

Prescriptions are available from this practice.  You may obtain Prescription Only Medicines, Category V, (POM Vs) from this practice OR ask for a written prescription and obtain these medicines from another veterinary surgeon or pharmacy.  We can only prescribe POM Vs for animals under our care.  However, we can provide POM Vs if presented with a written prescription form another veterinary surgeon.  A prescription may not be appropriate if your animal is an inpatient or if immediate need of treatment is necessary.  All written prescriptions are subject to a fee.

You will be informed, on request , of the price of any medication that may be prescribed for your animal.  The general policy of the practice is to re-assess animals requiring repeat prescriptions at least every 6 months; however in more complicated or unstable cases re-examinations will be more frequent depending on the professional judgement of the veterinary surgeon managing the case.  The standard charge for a re-assessment is currently £23.29 including VAT, but prices maybe altered at periodic intervals.

For repeat prescriptions, we request that a 24 hour notice period is given before collecting medication.  Repeat prescriptions may be ordered, in person, by telephone, by email, or via our website using the online medication ordering form.

Return of unused drugs


We are happy to accept unused medication back into the practice for disposal only, at no cost.  However, unused drugs that have left the premises are deemed no longer fit for sale, so therefore, no refund can be given.  Drugs purchased from any other supplier will not be accepted for disposal.

Client Information

For more up to date client information and news,  please see our website at http://kingsteigntonvetgroup.co.uk or our Facebook page on http://www.facebook.com/KVGpage

Complaints & Standards

We hope that you never feel the need to complain about the standards of service that you received from Kingsteignton Veterinary Group.  However, if you feel there is something you wish to complain about, please contact the Practice Manager during normal office hours.  If the Practice Manager is not able to answer your query satisfactorily, then please write to our Senior Partner, Howard Liebermann, Kingsteignton Veterinary Group, 21 Gestridge Road, Kingsteignton, Devon, TQ12 3EZ.

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 with, the practice has the authority to alter or vary these conditions in anyway.