Our Commitment to the Client
Our aim is to provide you and your animal with the best standard of care and treatment.
If your animal has to be admitted for surgery or treatment, we shall, on request, provide you with an estimate of the costs at the start of treatment. We will seek your agreement to any changes to treatment if the costs are likely to dramatically increase. If we are unable to contact you, we will act in the animal’s best interest, however, you will be liable for any such costs incurred.
If your animal has been admitted to hospital, we shall endeavour to keep you informed of their progress, we understand how stressful it can be being apart from your pet.
Our aim is to arrange appointments at a convenient time and date for you.
If you should fail to turn up for your appointment, then a consultation fee will still be incurred.
Ownership of records will remain the property of the Downs Veterinary Practice. All client data will be treated as strictly confidential and only released, without permission, to other vets, diagnostic laboratories and if applicable account administration and insurance companies. For more details how we use your personal information please request a copy of our Privacy Policy.
The Client’s Commitment to us
Payment is due in full at the time your animal is either discharged from hospital or when treatment has finished.
If your animal is insured, we aim to complete and submit your claim form to your insurance company within two days of receipt. We can offer direct claims for treatment above the total of £500.00. There is a £25.00 administration fee for completion of claim forms.
If a direct insurance claim has been agreed, we will need a completed insurance claim form, sight of your insurance certificate and payment for the excess that is applied to the policy. If the insurance company for any reason does not pay part or the entire amount owing within 60 days, you will be responsible for settling the account.
Payment must be made by cash or credit card.
If at any time, or for any reason you are not fully happy with the treatment given to your animal please discuss your concerns with us and we shall endeavour to resolve the issue.
If you are not happy with our response, we request that outline your concerns in writing and address them to our Practice Manager. who will review the case and contact you in due course.
Prescriptions
Prescriptions are available from the practice with 48 hours’ notice.
You may purchase Prescription Only Medicines, Category V (POM Vs) from your veterinary surgeon or request for a prescription to purchase these medicines from a pharmacy or another veterinary surgeon.
POM V medicines can be prescribed by your veterinary surgeons only for animals under their care.
You will be informed, on request, the cost of any medicines that we prescribe for your animal.
A prescription may not be appropriate if your animal needs immediate treatment.
It is our policy to re-assess an animal, requiring repeat prescriptions, every 3 months, although this may change depending on individual circumstances.
