Pets Terms & Conditions
Thank you for entrusting the care of your pet to Strand Veterinary Practice Ltd. This information details our practice Terms and conditions. Some aspects of the Terms may not be relevant to you and we request that you ask for further clarification/explanation if required.
1. OPENING HOURS
Monday to Thursday: 8:30 am – 6.30 pm
Friday: 8:30 am – 5.30 pm
1.1 All consultations are by appointment only except in the case of an emergency when, if possible, a telephone call to the surgery detailing the emergency could be critical in dealing with it. Our routine consulting hours are as follows:
Monday to Friday:
Mornings: 9.00 am – 1.00 pm
Afternoons: 2.00 pm – 3.00 pm
Evenings: 5.00 pm until 6.00 pm (5.30 pm Friday)
On Thursday our regular morning surgery is a Cat only clinic.
1.2 We also offer nurse clinics for when it is not necessary to see the vet, such as for nail clippings, some post op checks and dietary advice/weight clinics.
Please contact the surgery on 835424 during office hours to arrange a suitable time. We are also pleased to be able to offer appointments online which can be made via our website.
2. EMERGENCY SERVICES AND HOUSE VISITS
2.1 One of our veterinary surgeons is available for emergencies 24 hours a day, 365 days a year. When the surgery is closed you should call us on the practice telephone number. Our dedicated answering service will triage your call and pass it to the on-call vet.
Should it be necessary for you to see the on-call vet outside our normal opening hours, either at your farm, home or at the surgery, an additional charge will be made. Those charges will be given on request.
2.2 Should it be necessary for your pet to be hospitalised at the surgery, they will be checked on a regular basis through the evening and night by the duty veterinary surgeon. The frequency and timing of the checks will be based on the condition of your pet.
2.3 We prefer to see pets at the surgery for examinations and treatment as we have the facilities, equipment and staff available to provide a higher level of care. However, when this is not possible a house visit can be arranged by telephoning the surgery during office hours and arranging this with a member of staff. A charge will be made for any house visits.
3. SECOND OPINIONS, REFERRAL AND SPECIALIST SERVICES
3.1 Specialist Veterinary care is now available at a number of Referral Veterinary Practices and Universities. If such care is appropriate for your animal we will recommend and discuss the costs/benefits of referring your animal or involving a specialist in their care. Fees incurred at Referral Practices remain entirely the responsibility of the owner and must be paid either directly, or via insurance to the practice/university concerned.
3.2 In addition, physiotherapy and acupuncture are currently available as well as specialist dentistry and orthopaedic services through visiting practitioners to the surgery. Fees are paid directly to Strand Veterinary Practice.
4. TERMS OF BUSINESS
4.1 All small animal consultations should be paid for at the time of consult, or at the end of treatment unless account terms have been agreed in advance.
4.2 For any account not settled within 14 days of treatment, a reminder will be sent with an additional accounting fee in respect of administrative costs incurred up to a maximum of £40.
4.3 After 30 days since treatment a further 8.5% statutory interest will be charged to the account in accordance with government guidelines for outstanding debt. After which, if the balance is still outstanding, overdue accounts will be referred to collection via an outside agency which will incur an extra charge of up to 25%. Any cheque returned by our Bank as unpaid, any Credit Card payment not honoured and 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 together with interest on the principal sum.
4.4 Accounts 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, Credit/Debit Card or Cheque.
4.5 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 the drugs, materials, consumables and diets used. Our written fee list is available on request.
4.6 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.
4.7 If requested, you will receive a detailed fee note for every consultation, surgical procedure or transaction with us.
4.8 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 – often a pet’s illness will not follow a conventional course. We will try to contact you on the contact numbers you have provided if we believe the treatment costs are going to greatly exceed the estimate costs (by 50%), however if you are not contactable we will treat your pet as is necessary for the prevention of pain or suffering.
5. PET HEALTH INSURANCE
5.1 Strand Veterinary practice strongly supports the principle of insuring your pet against unexpected illness or accidents. Please ask for details about insurance from any member of staff and please read any small print carefully before you decide! Many companies offer annual policies and exclude ongoing conditions at the end of the year.
5.2 Unless it has been agreed in advance it is the responsibility of the client to settle their account with Strand Veterinary Practice (as detailed in Settlement Terms above), and then to reclaim any amounts covered by their policy from the Insurance Company concerned.
5.3 After settlement of your invoice with Strand Veterinary Practice, we will assist clients by submitting insurance claim forms on their behalf. The client should complete and sign the Owner’s Section of the claim form and then forward it to us. We will complete the ‘Vet Section’ and submit the claim to the insurance company with a full clinical history on your behalf. Your insurance company will then make the payment due under your individual policy directly to you.
5.4 We reserve the right to charge for processing claim forms – fees for this service are not usually covered by such policies.
6. PRESCRIPTIONS AND REPEAT PRESCRIPTIONS
6.1 Veterinary Practices are required to adhere strictly to current legislation. Any veterinary surgeon may prescribe Prescription only Medication (POM) only for any animal under their care. It is a legal requirement that before we can prescribe medication to your pet, we must ensure that we have examined that pet within the last 3-6 months depending on the medicine and individual case.
6.2 Should you require a repeat prescription, please telephone the Surgery, giving a minimum of two working days’ notice of your requirements. A vet will check the record to ensure that we have examined your pet within the required period, that the medication is still suitable and will then either arrange to dispense your medication, providing that we have sufficient amounts in stock or make an appointment for your pet to be examined.
6.3 Prescriptions can be made available sooner than this in emergency cases where you have run out of medicine, however there will be an additional charge incurred for this.
6.4 We endeavour to be as competitive as possible on the price of medicines that we supply. However, you may buy vet-only medicines (POM-V) from alternative sources (another veterinary surgeon or chemist) by requesting a written prescription. Written prescriptions are available from this practice. A written prescription is not appropriate if your animal is an inpatient or immediate treatment is necessary.
7. RETURN OF MEDICINES
7.1 Due to Government legislation, we are unfortunately unable to accept any unused medicines for refund.
8. OWNERSHIP OF RECORDS, XRAYS AND SIMILAR DOCUMENTS
8.1 Case records including and radiographs and similar documents are the property of, and shall be retained by, Strand Veterinary Practice. Copies with a summary of the history will be passed on request to another veterinary surgeon taking over the case.
8.2 The care given to your animal may involve making some specific investigations, for example taking x-rays or performing ultrasound scans. Even though we make a charge for carrying out these investigations and interpreting their results ownership of the resulting record for example an x-ray film remains with the practice.
9. DATA PROTECTION
9.1 For all client personal and payment information Strand Veterinary Practice Ltd is subject to and complies with the Data Protection Act.
We promise to use client details only for the purpose of our business as outlined in our privacy policy which can be supplied upon request. We may from time to time send you veterinary information that would be relevant to you.
Under GDPR we are required to keep personal details of our clients up to date on our database. These include name, contact details, animal details, details of owners or those looking after the animals and details of any other vet the animal has been registered with. It is the responsibility of the client to update the practice on any changes to this information.
10. COMPLAINTS AND STANDARDS
10.1 Strand Veterinary Practice is committed to providing an exceptional standard of service and care. However, we realise that despite our best intentions things can sometimes go wrong and that there may be occasions when you feel your expectations are not met. We hope that if this is the case you will give the surgery a chance to put it right. Most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.
10.2 If your problem cannot be sorted out in this way, and you wish to make a formal complaint, we would like you to let us know in writing within 6 months. An acknowledgement letter will be sent once your formal complaint has been received. This will detail the name of the person handling your complaint about the standards of service received from Strand Veterinary Practice. However, if you feel that there is something you wish to complain about, please direct your comments in the first instance to the Practice Manager or Ciara Tinkler.
No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by Ciara Tinkler MRCVS. No agent or person employed by, or under contract with, the company has authority to alter or vary in any way these conditions.
Farm Terms & Conditions
Thank you for entrusting the care of your Animals to Strand Veterinary Practice Ltd. This information details our practice Terms and conditions. Some aspects of the Terms may not be relevant to you and we request that you ask for further clarification/explanation if required.
1. OPENING HOURS
Monday to Thursday: 8:30 am – 6.30 pm
Friday: 8:30 am – 5.30 pm
Please contact the surgery on 835424 during office hours.
2. EMERGENCY SERVICE
2.1 One of our veterinary surgeons is available for emergencies 24 hours a day, 365 days a year. When the surgery is closed you should call us on the practice telephone number. Our dedicated answering service will triage your call and pass it to the on-call vet. Should it be necessary for you to see the on-call vet outside our normal opening hours, either at your farm, home or at the surgery, an additional charge will be made. Those charges will be given on request.
3. TERMS OF BUSINESS
3.1 Fee’s for professional services or drugs provided by Strand Veterinary Practice will be billed monthly to the address provided and should be settled within 30 days of receipt of invoice.
3.2 Our preferred method of payment is by debit card or BACS. We also accept payment by cash, Credit Card or cheque. We can provide you with banking details for you to make electronic payment through internet banking.
3.3 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 the drugs, materials, consumables and diets used. Our written fee list is available on request.
3.4 Out of hours fees are charged when a Veterinary Surgeon is called to attend to your animal(s) outside of the normal surgery hours – 08.30 to 18.30 Monday to Friday. 09.00 to 12.00 Saturday.
3.5 Whenever possible we will provide a written estimate as to the probable costs of a course of treatment. Any estimate given can only be approximate – often an animal’s illness will not follow a conventional course. We will try to contact you on the contact numbers you have provided if we believe the treatment costs are going to exceed the estimate costs, however if you are not contactable we will treat your pet as is necessary for the prevention of pain or suffering.
3.6 If requested, you will receive a detailed fee note for every consultation, surgical procedure or transaction with us.
3.7 There are occasions when we will incur costs on your behalf, such as tests performed at specialist laboratories and these will be invoiced to you at a later date.
In giving instructions, either in person or by your agent, for an animal to be treated, you will be responsible for our charges.
4. PAYMENT TERMS
4.1 Accounts are processed and invoices/statements are sent at the beginning of each month. The account is to be settled within 30 days of the invoice date.
4.2 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 be advised that instalments or part-payments can only be sanctioned with the express permission of the practice principle or Manager.
4.3 Any dispute with fees/services presented we ask to be put in writing to the Practice principle or Manager as soon as possible after receiving the invoice. Clients are always asked to settle their account on time, and if there is a dispute this payment is made without prejudice.
4.4 We reserve the right to charge an administration fee of 1.5% per month on balances remaining unpaid 30 days after the date of invoice. Non-payment after 60 days may result in court action, incurring additional administration charges which will be added to the total debt.
4.5 Overdue accounts, after due notice to you, will be referred to our Debt Collecting Agency or the Small Claims Court if satisfactory repayment arrangements have not been made with ourselves. This will incur you further costs whilst collecting the debt.
4.6 Any cheque returned by our bank as unpaid, any Credit Card payment not honoured and 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 together with interest on the principal sum.
4.7 Failure to comply with payment terms may result in you no longer being able to have credit facilities with the Practice. All fees will then have to be settled at the time of treatment/supply and veterinary care will be withdrawn at our discretion
5. PRESCRIPTIONS AND REPEAT PRESCRIPTIONS
5.1 Veterinary Practices are required to adhere strictly to current legislation. Any veterinary surgeon may prescribe Prescription only Medication (POM) only for any animal under their care.
We can only prescribe medications for animals that are registered with our Practice and have already been treated and/or inspected by one of the Practices Veterinary Surgeons. To comply with current Royal College of Veterinary Surgeons regulations, we cannot supply medication or prescriptions without first seeing the animal.
5.2 Please try to allow at least two working days notice if you require medicines from us. We keep an emergency supply of the most common drugs in stock but it takes us two working days to replenish this. Once a request has been made, a vet will check the record to ensure that the treatment is still suitable and will then either arrange to dispense your medication, providing that we have sufficient amounts in stock, or phone you to discuss your requirements.
5.3 We endeavour to be as competitive as possible on the price of medicines that we supply. However, you may buy vet-only medicines (POM-V) from alternative sources (another veterinary surgeon or chemist) by requesting a written prescription. Written prescriptions are available from this practice. The fee for a written prescription is £21.60. A written prescription is not appropriate if your animal is an inpatient or immediate treatment is necessary.
6. ANIMAL INSURANCE
We strongly recommend that your equine be insured with a reputable insurance company. However, any insurance agreement is between you and the insurance company and not with the Practice. Insurance claims carry the same payment terms as above. This may mean that you may have to settle your account with us before your insurance company has settled your claim. By prior agreement we may defer these terms on the agreement that your insurance form is signed so payment is made direct to us and that your insurance company have agreed to the claim in principal. You will still need to pay for any excess and costs not covered by insurance (e.g. livery) within the normal terms and any costs later rejected by your insurance company.
There is a charge for handling insurance forms of a minimum of £9.60.
7. OWNERSHIP OF RECORDS, XRAYS AND SIMILAR DOCUMENTS
7.1 Subject to our professional duties as Veterinary Surgeons, we reserve the rught to make final decisions on treatments.
7.2 Case records including and radiographs and similar documents are the property of, and shall be retained by, Strand Veterinary Practice. Copies with a summary of the history will be passed on request to another veterinary surgeon taking over the case.
7.2 The care given to your animal may involve making some specific investigations, for example taking x-rays or performing ultrasound scans. Even though we make a charge for carrying out these investigations and interpreting their results ownership of the resulting record for example an x-ray film remains with the practice.
8. DATA PROTECTION
8.1 For all client personal and payment information Strand Veterinary Practice Ltd is subject to and complies with the Data Protection Act.
We promise to use client details only for the purpose of our business as outlined in our privacy policy which can be supplied upon request. We may from time to time send you veterinary information that would be relevant to you.
Under GDPR we are required to keep personal details of our clients up to date on our database. These include name, contact details, animal details, details of owners or those looking after the animals and details of any other vet the animal has been registered with. It is the responsibility of the client to update the practice on any changes to this information.
9. COMPLAINTS AND STANDARDS
9.1 Strand Veterinary Practiceis committed to providing an exceptional standard of service and care. However, we realise that despite our best intentions things can sometimes go wrong and that there may be occasions when you feel your expectations were not met. We hope that if this is the case you will give the surgery a chance to put it right. Most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.
No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by Ciara Tinkler MRCVS. No agent or person employed by, or under contract with, the company has authority to alter or vary in any way these conditions.
Equine Terms & Conditions
Thank you for entrusting the care of your Animals to Strand Veterinary Practice Ltd. This information details our practice Terms and conditions. Some aspects of the Terms may not be relevant to you and we request that you ask for further clarification/explanation if required.
1. OPENING HOURS
Monday to Thursday: 8:30 am – 6.30 pm
Friday: 8:30 am – 5.30 pm
Please contact the surgery on 835424 during office hours.
2. EMERGENCY SERVICE
2.1 One of our veterinary surgeons is available for emergencies 24 hours a day, 365 days a year. When the surgery is closed you should call us on the practice telephone number. Our dedicated answering service will triage your call and pass it to the on-call vet. Should it be necessary for you to see the on-call vet outside our normal opening hours, either at your farm, home or at the surgery, an additional charge will be made. Those charges will be given on request.
3. TERMS OF BUSINESS
3.1 Fee’s for professional services or drugs provided by Strand Veterinary Practice will be billed either immediately after your consult, or weekly via email to the address provided and should be settled at time of receipt. Medication collected from the practice will require payment on day of collection.
3.2 Our preferred method of payment is by debit / credit card, BACS or cash. BACS details are provided on all statements and invoices. BACS details are provided on all statements and invoices.
3.3 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 the drugs, materials, consumables and diets used. Our written fee list is available on request.
3.4 Out of hours fees are charged when a Veterinary Surgeon is called to attend to your animal(s) outside of the normal surgery hours – Monday to Thursday 08:30 to 18:30 / Friday 08:30 to 17:30.
3.5 Whenever possible we will provide a written estimate as to the probable costs of a course of treatment. Any estimate given can only be approximate – often an animal’s illness will not follow a conventional course. We will try to contact you on the contact numbers you have provided if we believe the treatment costs are going to exceed the estimate costs, however if you are not contactable we will treat your pet as is necessary for the prevention of pain or suffering.
3.6 If requested, you will receive a detailed fee note for every consultation, surgical procedure or transaction with us.
3.7 There are occasions when we will incur costs on your behalf, such as tests performed at specialist laboratories. Please be aware that these will often be invoiced to you at a later date.
3.8 In giving instructions, either in person or by your agent, for an animal to be treated, you will be responsible for our charges.
4. PAYMENT TERMS
4.1 Payment is required at the time of treatment unless you are an account holder. A 5% discount will be applied to all statements if paid within 7 days of receipt of invoice.
4.2 On registration we ask you to complete a direct debit mandate which is managed by an external provider. This will ensure that all accounts will be settled. If you do not settle your account within the 30 days invoice date, we will deduct the amount owed on or around the 15th of the month, via Direct Debit, so that you do not incur any additional charges.
4.3 After due notice to you, overdue amounts will be referred to our debt collection agency or the Small Claims Court and further charges will be levied in respect of costs incurred in collecting the debt, production of reports, correspondence, court fees, attendance at court and phone calls.
4.4 Any credit card payment not honoured, and any cash tendered that is found to be counterfeit will result in your account being restored to the original sum together with any fees incurred in the process.
4.5 We reserve the right to charge an administration fee of 2% per month on balances remaining unpaid 30 days after the date of invoice. Non-payment after 60 days may result in court action, incurring additional administration charges which will be added to the total debt.
4.6 Failure to comply with payment terms may mean that veterinary care will be withdrawn at our discretion.
4.7 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 be advised that instalments or part-payments can only be sanctioned with the express permission of the practice principle.
4.8 Any dispute with fees/services presented we ask to be put in writing to the Practice principle or Manager as soon as possible after receiving the invoice. Clients are always asked to settle their account on time, and if there is a dispute this payment still be made in good faith without prejudice.
HORSE HEALTH PLAN
4.9 Health Plan is a rolling annual preventative healthcare programme – this Horse Plan is NOT an insurance policy.
4.10 Your subscription constitutes an agreement between you and Strand Vets – Membership and benefits are not transferable to another practice.
4.11 Health Plan members will receive discounted services during the course of their membership including, but not limited to, vaccines and flea / worming / tick treatments and a full health check with one of our vets. Full details of what is included are available from the practice leaflet.
4.12 When you take out your subscription, Strand Vets will collect your first month’s payment by cash or card or via direct debit with the bank details provided. Subsequent payments will be collected via monthly Direct Debit.
4.13 Out-of-Hours Consultations, treatments, medications and visits are
not covered by the Health plan. You may wish to check your animals ‘insurance’ which will advise if these fees will be covered. The plan is a preventative healthcare programme, therefore, Emergency Consultations and Out of Hours Consultations will not be covered and charged at the regular practice rates.
4.14 Of course, your horse can still receive treatment outside the scope of your membership, and this will be charged in accordance with the practice’s normal fees, terms and conditions.
4.15 These terms and conditions should be read in conjunction with any additional information including, but not limited to, literature provided by the practice detailing what is included in your membership. That literature forms part of these terms and conditions.
YOUR RESPONSIBILITIES
4.16 You are responsible for following our vets’ and nurses’ guidance, and for ensuring you apply / administer your pet’s treatment to ensure they remain free of parasites.
4.17 We will need to see your horse at regular intervals so that we can check their health and renew their prescription. We will send you a reminder nearer the time. Please book your horses health check as soon as you can, to ensure there are no unnecessary gaps in their protection against parasites. Its is a LEGAL requirement that in order to dispense prescription treatments, the pet must have a check-up with one of our veterinary surgeons within the last 12 months. For medication such as antimicrobials animal must be seen on the day.
4.18 We ask that you also keep the practice informed of your most recent contact details and animal’s treatment if provided away from the practice.
4.19 We will tell you in advance, in writing, if there is to be a change in membership fees on your renewal date. We will always give you at least 30 days’ notice of any change in fees as a result of our annual review.
4.20 Failed Direct Debit payments, e.g. because of a lack of available funds, cause a significant increase in administration costs for the practice. We reserve the right to charge an administration fee of £5 for each failed payment. This administration charge will be added to your account.
4.21 After a failed Direct Debit payment, we will re-present our payment request to your bank after 3-5 working days.
4.22 If the second payment request also fails, a second administration charge may be added to your account. We will make a third and final payment request to your bank after a further 3-5 working days. If this payment request is unsuccessful your subscription will be cancelled automatically and your pet will no longer receive the associated benefits or any discounts which have been applied.
4.22 If your subscription is cancelled automatically because of failed direct debits, your account will be reviewed and you will be charged the full price of any products or services received during the course of your subscription, minus any subscription payments received to date.
4.23 ENDING OUR AGREEMENT / CANCELLING YOUR MEMBERSHIP:
- You may cancel your membership on your anniversary date (which is the anniversary of the date you joined) by giving us not less than two weeks’ notice.
- If you cancel your membership before your anniversary date, we will review your account and, where applicable, charge you retrospectively the full price of any products and services received during the course of your membership, minus any membership fees received to date.
- We may end our agreement by giving you written notice as outlined below.
4.24 Unpaid bills relating to your subscription fees or medicines dispensed will be handled in accordance with our standard terms and conditions (available on request) and may be referred to a thirdparty debt collection agency.
NOTICE
- With regard to this agreement, either party wishing to give notice to the other should do so in writing.
- ‘In writing’ includes emails, letters sent by post, or delivered by hand.
- When we write to you by post, we will use the address most recently provided.
- If you wish to write to us, please use the email address enquiries@strandvets.com or send letters to Strand Veterinary Practice,
Strand Road, Port Erin, Isle of Man, IM9 6HE
4.25 Should you ever have cause to complain about the service you
receive, please follow the practice’s normal complaints procedure
(available on our website and on request).
HOW WE USE YOUR INFORMATION
4.26 Easy Direct Debits Limited and Strand Vets will hold and use your personal data (as defined by UK data protection laws) for the purpose of administering your subscription.
4.27 Both Strand Vets and Easy Direct Debits Ltd may record and monitor inbound and outbound telephone calls for training purposes. These calls may also be referred to in relation to any future queries.
4.28 We will take all reasonable precautions to ensure the security of your data. Your data will not be shared with anyone else unless there is a legal requirement for us to do so.
4.29 You have the right to see your personal data. If you have any queries about the data we hold, or how we use it, please write to either Strand Vets, Strand Road, Port Erin, Isle of Man, IM9 6HE or Easy Direct Debits Limited, 18 Albert Road Bournemouth BH1 1BZ.
5. LIVERY YARDS/STABLES
Our Policy is to normally invoice the horse’s owner directly. Where a livery yard / stables has permission from the horse/pony’s owner to authorise veterinary work, purchase goods or that invoices will be initially settled by them, then that livery yard/stables is responsible for ensuring accounts are settled on time and are liable for any late payment action. Where livery yard/stables arrange such veterinary service or purchases goods from us, it is assumed that permission has been given by the owner for this service or goods to be provided. Please ensure you have made suitable arrangements with the livery yard owner that gives them permission to call the vet on your behalf and authorise treatment for your horse.
6. PRESCRIPTIONS AND REPEAT PRESCRIPTIONS
6.1 Veterinary Practices are required to adhere strictly to current legislation. Any veterinary surgeon may prescribe Prescription only Medication (POM) only for any animal under their care.
We can only prescribe medications for animals that are registered with our Practice and have already been treated and/or inspected by one of the Practices Veterinary Surgeons. To comply with current Royal College of Veterinary Surgeons regulations, we cannot supply medication or prescriptions without first seeing the animal. Animals that would require long term treatment are subject to 6 month check-up with one of our veterinary surgeons.
6.2 Please try to allow at least two working days notice if you require medicines from us. We keep an emergency supply of the most common drugs in stock but it takes us two working days to replenish this. Once a request has been made, a vet will check the record to ensure that the treatment is still suitable and will then either arrange to dispense your medication, providing that we have sufficient amounts in stock, or phone you to discuss your requirements.
6.3 We endeavour to be as competitive as possible on the price of medicines that we supply. However, you may buy vet-only medicines (POM-V) from alternative sources (another veterinary surgeon or chemist) by requesting a written prescription. Written prescriptions are available from this practice. A written prescription may not be appropriate if immediate treatment is necessary.
7. ANIMAL INSURANCE
We strongly recommend that your equine be insured with a reputable insurance company. However, any insurance agreement is between you and the insurance company and not with the Practice. Insurance claims carry the same payment terms as above. This may mean that you may have to settle your account with us before your insurance company has settled your claim. By prior agreement we may defer these terms on the agreement that your insurance form is sign so that payment is made direct to us and that your insurance company have agreed to the claim in principal. You will still need to pay for any excess and costs not covered by insurance (e.g. livery) within the normal terms and any costs later rejected by your insurance company.
8. OWNERSHIP OF RECORDS, XRAYS AND SIMILAR DOCUMENTS
8.1 Subject to our professional duties as Veterinary Surgeons, we reserve the right to make final decisions on treatments.
8.2 Case records including and radiographs and similar documents are the property of, and shall be retained by, Strand Veterinary Practice. Copies with a summary of the history will be passed, on request, to another veterinary surgeon taking over the case.
8.3 The care given to your animal may involve making some specific investigations, for example taking x-rays or performing ultrasound scans. Even though we make a charge for carrying out these investigations and interpreting their results ownership of the resulting record for example an x-ray film remains with the practice.
9. DATA PROTECTION
9.1 For all client personal and payment information Strand Veterinary Practice Ltd is subject to and complies with the Data Protection Act.
We promise to use client details only for the purpose of our business as outlined in our privacy policy which can be supplied upon request. We may from time to time send you veterinary information that would be relevant to you.
Under GDPR we are required to keep personal details of our clients up to date on our database. These include name, contact details, animal details, details of owners or those looking after the animals and details of any other vet the animal has been registered with. It is the responsibility of the client to update the practice on any changes to this information.
10. COMPLAINTS AND STANDARDS
10.1 Strand Veterinary Practice is committed to providing an exceptional standard of service and care. However, we realise that despite our best intentions things can sometimes go wrong and that there may be occasions when you feel your expectations were not met. We hope that if this is the case you will give the surgery a chance to put it right. Most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.
No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by Ciara Tinkler MRCVS. No agent or person employed by, or under contract with, the company has authority to alter or vary in any way these conditions.
