Estimates will be provided to clients for all proposed treatment.  It is not in the interest of either client or the Centre to embark on a course of treatment that is beyond the financial means of the pet owner.  With regard to surgical procedures our consent forms make clear to clients that there may be circumstances where the clinical situation necessitates that additional work be undertaken in the course of surgery.  However, whenever this would involve a major alteration to the planned procedure, every effort will be made to contact the owner to inform them of the change of plan.  

 

Itemised bills detailing our professional fees, the cost of drugs, consumables and food provided will be provided for all clients at each visit to the Centre.

 

Payment for all work will be expected at the time the work is performed.

 

Payment by cash, credit card or debit card is welcomed; however the Centre no longer accepts payment by cheque.

 

Should an owner have insufficient funds available to cover the cost of consultation and treatment then initial treatment (first aid and pain relief) will be offered but all other prescribed drugs may be withheld until payment is received.  

 

No food will be supplied without full payment at the time of purchase; similarly additional purchases or professional work of whatever nature will be declined while outstanding amounts remain on a client’s account.

 

Credit will be provided only in exceptional circumstances and then only by direct reference to either of the Directors and upon the signing of a direct debit mandate allowing the Centre to obtain any outstanding monies directly from a nominated bank account.  Should amounts remain outstanding at the end of any trading month an invoice will be raised and posted to the client; we reserve the right to levy an administration charge for so doing.

 

When clients are collecting animals after surgery the pet will not be discharged unless the outstanding account is met in full; in such circumstances an additional charge for boarding will be levied.

 

Informed consent

 

Consent for operations or euthanasia etc can only be given by persons over 18 years of age.  Clients are asked to recognise that animals must not be dropped off for surgical procedures by children younger than sixteen years of age, even when accompanied by a consent form signed by an older person.  Similarly we are unable to discharge an animal post-surgery into the care of a minor.

 

Prescription only Medicines

 

We carry a broad stock of prescription-only medicines (POM-Vs) in order to cater for the needs of our patients.  However on request we can supply a veterinary prescription which can be used to obtain the same pharmaceuticals from a pharmacy or another veterinary practice.  A charge will be levied for the preparation of a prescription.

 

Under Royal College of Veterinary Surgeons guidelines we are expected to monitor the condition of all patients on long-term therapy.

 

All animals requiring continuing treatment with POM drugs will require a prescription check at the clinic once every three months, a clinical examination for which a fee will be levied.  This requirement will extend equally to those of our clients who chose to obtain their prescription medicines elsewhere.  

 

Any prescription provided by the Centre will provide for the supply of sufficient drugs for the immediate treatment of the pet’s condition.  In the case of continuing treatment of an on-going condition it may provide sufficient medicines for up to 3 months.  Thereafter a prescription check examination will be necessary with one of our veterinary surgeons before the prescription will be re-issued.

 

Pharmaceutical regulations forbid us from dispensing POM-V drugs for animals that are not under our care, unless accompanied by a prescription issued for the animal by another veterinary surgeon.  

 

We are happy to prescribe POM-V worming and flea control preparations providing one of our veterinary surgeons has seen the pet within the previous twelve months and provided its current weight is recorded on our computer system.  We trust that clients will understand should staff have to ask them to bring in their pet for a weight check before such drugs can be dispensed; there will be no charge levied for simple weight checks.

 

Clients are asked to give staff at the Centre 24 hours notice when re-ordering either drugs or food.  If we hold insufficient stock to meet their needs immediately then we can obtain further supplies stocks from our wholesalers from whom we receive deliveries daily.  POM drugs, even when ordered by an adult, may not be dispensed to/collected by a person under sixteen years of age.

 

Complaints

 

Should clients have any cause for complaint we would ask them to take up the matter with a member of staff at the time.  Should the member of staff be unable to remedy any perceived problem immediately then they are asked to refer the matter to either of the Directors.  Should neither be available at the time then the client will be asked to leave contact details where they may be reached.

 

                                                           Terms of business correct as of Mar 1st 2013

 

Statement on the General Data Protection Regulations (2018)

From May 2018 the Data Protection Regulations are changing and require businesses to have express permission in order to be able to continue to contact their customers. The Ashlea Veterinary Centre ‘holds data’ on its clients, in that we hold their names, address and contact details, listed on our computers, and we ‘use’ this data in order that we can:

  • identify owners as the carer of their pet(s)

  • identify pets while present in the clinic

  • record medicines and treatments given to their pet(s)

  • record the financial transactions relating to the care of their pet(s)

  • issue any necessary invoices relating to the care of their pet(s)

  • submit laboratory samples on behalf of their pet(s)

  • register microchip information with the rehoming database

  • organise referral consultations for their pet(s)

  • obtain SIC/STC authorisation when sourcing EU medicines for their pet(s)

  • issue reminders to owners to ensure on-going treatment and protection of their pet(s)

  • update owners on any changes at the practice which may impact on the care of their pet(s)

What the new GDPR regulations refer to as ‘legitimate interest’ should allow the Practice to continue to do all of this on its clients. However, for certainty, over the coming months whenever clients attend the clinic they will be asked by our receptionists will ask them to read a note summarising the above and then whether they then understand how we use their data and whether they are content that we continue to do so, in particular to send reminders about vaccinations due and regular treatments to be collected.  Their response will be recorded on our computer, and respected when future reminders are prepared from our computer system.

© Ashlea Veterinary Centre Limited

Registered Office: Leeman House, Station Business Park, Holgate Park Drive, York, YO26 4GB 

Registered in England: 04759132

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