Terms of Business
Small animal Veterinary Care
We aim to provide you with the highest possible standards of service.
All fees are subject to VAT. Fee levels are determined by the level of skill required, the time spent on a case and according to the drugs, materials and consumables used. You will be charged for each consultation your pet receives at the practice, unless advised otherwise. A detailed written invoice is routinely provided for all charges incurred, and the separate cost of medicines.
Estimates of Costs of Treatment
We will always try to provide you with an estimate of fees prior to any investigations or surgeries, but please enquire if this has not been discussed. There may be situations in which it is difficult for us to be accurate and the final bill may vary because more or less treatment is required, complications may occur or because the full extent of treatment required is not apparent until treatment is started.
In addition to consultations at the practice, house visits are available during working hours if you wish, within the limits of our availability to attend other emergencies concurrently. There are certain circumstances where it may be more appropriate to present your pet at the practice where a wider range of emergency medicines and equipment is available.
Out of hours
Our own out-of-hours cover is provided by Northside Emergency Veterinary Clinic , located at Aldridge Road Great Barr ( Tel 01213606010) Their consult fees range from £95-140 depending on the time of the consult. Our clients seen there as an emergency, full details of treatment and investigation, as appropriate, will be sent to Lydon Vets and Scott Vets during normal working hours the next day. The animal, if hospitalised there will remain hospitalised with Northside overnight (Monday To Thursday) (Over The weekend Friday PM to Monday AM) and will then be transferred back into the care of Lydon Vets and Scott Vets
Prescriptions are available from this practice. You may obtain prescription only medicines, Category V (POM- Vs) from Lydon Vets or Scott Vets or ask for a veterinary written prescription and obtain these medicines from another veterinary surgery or pharmacy. The cost for a veterinary written prescription supply is £14.00*, per drug, each time a prescription is supplied.
Please allow 24hrs for our vets to check and authorise both in house prescription repeats and repeat veterinary written prescriptions.
Your vet may prescribe POM-Vs only for animals under their 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 may be dispensed for any animal. The general policy for this practice is to reassess animals requiring repeat prescriptions every 3 months, but this may vary for individual circumstances and will be extended to 6months for very well managed, stable patients. Unstable patients need to be examined much more frequently, e.g. monthly, weekly, (daily). The standard charge for this reassessment is £20 (a medical review consultation fee). * Prices accurate at 1st February 2017
Methods of Payment
We accept payment in cash or by the following credit or debit cards:- Visa, Visa Electron, Switch, Maestro and Mastercard.
Fees are due for payment at the end of each consultation, when a patient is discharged from Veterinary Centre after an inpatient procedure, or when medicine, diets or supplies are collected.
If all fees are not to hand when payment would normally be made we will send you an additional invoice. Invoices are due for payment on receipt. Where further reminders have to be sent we may add charges to cover the costs of administration (e.g. after 14 days and thereafter).
If accounts remain unpaid they will be referred to an appropriate outside agency for collection and further charges will be levied in respect of costs incurred in collecting the debt such as production of reports, as well as the charges of the agency used.
Any card payments not honoured and any cash paid which turns out to be counterfeit will result in the original balance of the account being restored and any Bank or administration charges added.
Pet Health Insurance
Lydon Veterinary Centre and Scott Vets strongly supports the principle of insuring your pet against unexpected illness or injury. We are approved by the Financial Services Authority and are affiliated with Pet Plan Limited. We do not receive commissions from Pet Plan and recognise that there are numerous other providers of insurance. Our staff have been trained only in respect of Pet Plan policies.
Settlement Terms and Pet Health Insurance claims
We reserve the right to ask for full payment for insured animals and leave you to claim your costs back from your insurers. We are, however, able to facilitate direct insurance claims from certain insurance companies. You would still be required to sign a claim form and pay any fees up to the excess. This must be arranged prior to collection following a procedure or period of hospitalisation, or payment is due in full. In all cases, direct claims must first be authorised by senior management and confirmation of an active insurance policy without relevant exclusions by your insurance policy. Please note that it is your responsibility to pay any shortfall on the amount your insurance company pays us together with your excess.
Inability to Pay
If for any reason you are unable to settle your account in full at the normal time we ask you to discuss the matter as soon as possible with one of our staff.
Complaints and Standards
We hope you will never have cause to complain about the standard of service you receive from Lydon Veterinary Centre Or Scot Vets . However, should you have a complaint it should be directed to our reception team in the first instance. All complaints are carefully investigated and we aim to respond within 14 working days.
Ownership of Records, Radiographs and similar images/recordings
Case records including notes, radiographs, photographs, laboratory results, ECGs and ultrasound scans are the property of and will be retained by Lydon’ Veterinary Centre and Scott Vets . We never discuss or sell confidential records to any third party, except when another veterinary surgeon requests them on your behalf. You, as a client, are entitled to a copy of clinical notes upon request.
Copies of radiographs can be supplied by e mailSecond opinions and referrals
Second opinions and referrals
In the event you would like a particular veterinary surgeon to examine your animal within the practice, please ask when you make the appointment. We encourage continuity where at all possible. If you wish, perhaps, one of our senior vets within the practice for a second opinion, either a standard consultation fee or a detailed 20-30 minute consultation fee may apply. We may suggest referral to a referral centre on occasion with special equipment/expertise for a particular type of condition. We will arrange this referral for you and explain the experience and qualifications that person holds. You can choose a second opinion at another practice (we do the same in reverse) and we will send them clinical records on request.
All telephone calls are recorded for monitoring and training purposes
Variation of Terms
No addition or variation of these terms and conditions will bind the practice unless agreed by one of the partners in writing and signed. No agent or person employed by, or under contract with the practice has the authority to alter or vary these terms and conditions in any way.