Our Terms of Business
Read the important facts about our ‘Terms of Business’ at Priory Veterinary Group in Christchurch, Highcliffe & Bransgore.
Terms
It is normal procedure for clients to settle their account at the time of consultation or treatment. Failure to make payment after reminders have been sent, may result in the matter being referred to a debt collecting agency, whose charges will be added to, and payable within the invoice debt. Returned cheques or payment not honoured may incur charges. If for any reason, you are unable to settle your account, please raise the matter with a member of staff as soon as possible.
Fees & Payment
All fees and costs are inclusive of V.A.T. Charges are determined by the time spent on a case and according to the drugs, materials and consumables used. We are always happy to provide you with an estimate prior to treatment, but this is not a quote. We will try to contact you if we believe costs will exceed the estimate. However, if you are not contactable, we will act in the pet’s best interest and for the prevention of suffering. Priory always aims to keep you updated on your bill throughout treatment, and will discuss all available options for your pet. A detailed invoice is available on request. Please note that returned medication(s) cannot be refunded if they have left the building.
Complaints & Standards
Our standards and procedures are meticulously monitored by the R.C.V.S. (Royal College of Veterinary Surgeons) in order to maintain our Accredited Hospital status. We are privately managed, and committed to providing first class care.
We try our hardest to avoid dissatisfied clients. However, if you do have any concerns, we would like to know about them. Complaints are handled by:
Nicola Holmwood (Practice Manager)
Emma Newton (Director)
We have two other Directors – Daniel May and Jess Roose, who are also available. Please contact us on 01202 484466, email Nicola at [email protected] or Emma at [email protected]. We aim to respond within 48 hours.
Ownership of Records
We release your pet’s history to other vets upon request. All case records, x-rays and laboratory reports are the property of, and are retained by, the practice. The Data Protection Act 2018 (the UK’s implementation of GDPR) gives anyone the right to be informed about any personal data relating to themselves upon request.
Out of Hours Service
As an accredited Veterinary Hospital, we provide a 24/7 out-of hours emergency service. This service operates from 5pm to 8am weeknights, and on Sundays and Bank Holidays. This service is for our registered active clients. This means you and your pet are already registered with us, and have been seen within the last twelve months. If you are not registered, we haven’t seen your pet within the last twelve months or you have seen another vet since we last saw your pet, you should access your own vet’s out-of-hours service first.
Insurance
Whilst advances in veterinary medicine mean we can do more for your pet, treatment costs can soon mount up. We recommend all clients obtain pet insurance to help cover unexpected vet bills.
There is no NHS for animals. In order for a veterinary business to function and remain open, we have to charge for our services. We pride ourselves on being one of the only remaining privately owned, independent practices in the local area. However, we can only stay this way by veterinary bills being paid.
Pet insurance provides peace of mind for sudden unexpected veterinary bills. We respectfully request payment at the time of treatment, and we will then process your claim as promptly as possible. In some cases, clients on our Priory Pet Club healthcare plan, may be able to access Direct Claims, if they have valid pet insurance and it is authorised by a Director.
It’s important to be aware that not all pet insurance is the same. Some policies limit the amount of time or money that you can claim for. Don’t shop around on price alone. Ensure that you thoroughly read the small print before committing to any policy. If you are purchasing a puppy or kitten, ask your breeder if they come with a temporary period of free insurance. Having pet insurance can be the difference between life and death. We see cases that require highly specialised treatment that would not be affordable without insurance.