PENMELLYN VETERINARY GROUP LTD Terms & Conditions of Business
Terms & Conditions of Business
Office Hours: Penmellyn Small Animal Dept.; Monday to Friday 08.00 to 17.00, Saturday 08.30 to 16.30. All work undertaken by appointment.
Penmellyn Equine dept and Penmellyn Farm dept; Monday to Friday 08.00 to 17.00, Saturday 08.30 to 13.00. All work undertaken by appointment
Out of Hours Emergency Service: An emergency service is available for emergency calls outside of office hours.
Two dedicated veterinary surgeons provide this service supported by a nurse. Hospitalised patients will be checked on a regular basis through nights and weekends with animals in intensive care receiving monitoring as per clinical need.
The out-of-hours service is provided at and from the Penmellyn Veterinary Group (PVG) facilities in St. Columb Major, built and equipped to Hospital Standards while branch surgeries in Newquay, Pool, St Austell, St. Merryn and Bodmin remain closed.
Whether attendance away from the practice premises is essential or not, is the decision of the on-duty veterinary surgeon taking into account the needs of the animal and the relevant health and safety issues.
Information on initial costs of out-of-hours emergency service can be obtained from the veterinary surgeon on call or during daytime from the office. Surgeries and Visits are by appointment only – we appreciate at least 24 hours notice for non-urgent calls.
Information on fees and drug prices is available on request from the office during working hours or from the veterinary surgeon on duty.
All Clients are entitled to a second opinion. If we are asked to provide a second opinion we will only do so after consulting the first opinion veterinary surgeon or making all reasonable efforts to do so. Referrals can be arranged for any patients.
Client Data: At the request of a client, we provide copies of relevant clinical records, including any clinical records for the animal that have been acquired from another practice. Where any significant expense is involved in providing such copies, a charge will be made.
We will not disclose any information about a client or animal to any third party without either expressed or implied permission.
Fees: All fees, consumables and drugs charges are subject to VAT at current rate. Fees are set based on the time and skill level required to perform a task with drugs, materials and consumables charged in addition.
Separate fees apply for hospitalisation or livery of in patients.
Complaints Procedure: All clients are encouraged in the first instance to discuss any problems with the service offered by Penmellyn Veterinary Group with one of the directors by following the practice complaints procedure (details provided on request).
The Client is the person who requests veterinary attention for the animal and the client is liable to pay for the professional service and any treatment offered.
Payment is required at the time of treatment, or for pets admitted for investigation, hospitalisation or prolonged treatment then payment is required at the time of discharge.
To assist clients wishing to spread out payments the practices accepts all major debit and credit cards without surcharge
Subject to case review and policy review by your consulting veterinary surgeon, the practice may be able to accept payment by Direct Insurance Claim. IN some circumstances, for non-urgent treatment where they may be a question about an insurance company accepting a claim, a pre-approval submission may be advised.
All our procedure consent forms for hospitalised patients contain a fee estimate section; if you are concerned about fees then please raise the matter early in the treatment planning stage as that can be factored in to clinical recommendations for you.
Whilst the extent of modern medicine is regularly a comfort for both client and clinician, our commitment to traditional values means we do not intend to create financial liabilities beyond client’s desires or means. Frank conversation is very much appreciated to enable us to tailor treatment plans to your needs.
If necessary additional recovery surcharges of 15% plus disbursements will be added.
Account queries: If you have any question about your invoice please contact the accounts department within 7 days from receipt of the invoice. We reserve the right to pursue unpaid fees in any manner we deem appropriate including civil proceedings. Any costs incurred collecting overdue accounts will be passed on to the debtor.
These costs are legally binding as of government legislation effective from 8th August 2002. If you experience financial difficulties please discuss this matter prior to a consultation so that appropriate arrangements can be made.
We reserve the right to withhold veterinary services from persistently slow payers and bad debtors and will give notice of this in writing. We reserve the right to charge interest at a rate of 2.5% per month on amounts remaining unpaid 30 days from the date of invoice.
Vaccinations: We will issue reminders for vaccinations when provided with the correct information by the client. We however do not take responsibility for any errors or omissions and it is the client’s responsibility to ensure vaccinations are kept up to date.
It remains the client’s responsibility with an Insured animal to maintain and document all correspondence as required by the insurance company and to inform us of any relevant issues, in particular limitations and exclusions.
We have well-stocked dispensaries at each of our pet practices, which receive daily deliveries for ordered medications. Written prescriptions are available from this practice.
You may obtain prescription only medicines, category V (POM-V) from your veterinary surgeon OR ask for a prescription and obtain these medicines from another veterinary surgeon or a pharmacy.
Any clients requesting a prescription to be filled elsewhere should be aware that as with medical private prescriptions, there is a fee for providing a written script and that fee applies for each medication prescribed. All internally generated prescriptions are processed, prepared and dispensed by one of our nursing team.
If you are ordering a repeat prescription by phone, please allow 24hours for it to be processed, authorised and dispensed. If your pet is on constant medication, please contact the practice in good time when repeat prescription is required, as sometimes (particularly for less common medications) even the regular delivery service may need to source the medication from further afield.
Your veterinary surgeon may prescribe POM-Vs only for animals under their care. In all circumstances we will require a repeat examination of your pet within at least 6months (horses and farm animals within at least 12 months) to process repeat medications; for some conditions which can be more changeable this may be a shorter period.
These examinations are charged at a reduced fee (present standard charge can be obtained from the office) and therefore cannot be viewed as a revenue stream for the practice; they are required to ensure that treatment is still indicated, that treatment remains at appropriate levels, that no cumulative side-effects are occurring and that your pet remains well on the medication they are taking.
An awful lot can change on the inside in 6 months, even if the outside looks and wags just the same!
A prescription may not be appropriate if your animal is an in-patient or if immediate treatment is necessary.
You will be informed, on request, of the price of any medicine that may be dispensed for your animal. Further information on the prices of medicines is available on request.
Repeat Prescriptions: The general policy of this practice is to re-assess an animal requiring repeat prescriptions and supply of relevant medicinal products every six months for pets, and 12 months for equine and farm animals, but this may vary with individual circumstances. The present standard charge for a repeat prescription examination can be obtained from the office during working hours.
Discussion of Fees: Discussion of fees and related matters should take place, covering a range of reasonable treatment options and prognoses, and the likely charge so to ensure informed consent by the client.
Estimates: Written estimates are available on request and will cover the approximate overall charge for any procedure or treatment including VAT, pre-and post-operative checks, any diagnostic tests but additional charges may arise if complications occur.
If during the course of treatment it becomes evident that an estimate or limit set by a client is likely to be exceeded, every reasonable effort will be made to contact the client so that consent to the increase may be obtained.
Informed Consent: Consent for any medical or surgical procedure including euthanasia can only be given by a person over 18 years of age. Clients are also requested to recognise that animals must not be taken to the surgery by children under 16 years of age even when in possession of a validly signed consent form. Similarly PVG is unable to discharge an animal into the care of a minor.
Insurance for Veterinary Fees: Insurance is a contract between animal owner and insurance company and it is the owner’s responsibility to be aware of all conditions, limitations or exclusions of a policy. All veterinary expenses not covered by insurance are the owner’s responsibility and have to be settled in full at time of discharge.
Third Party Insurance: Owners must accept that while their animal is with Penmellyn Veterinary Group it is at their risk and all liability claims, damages, costs, losses and expenses of any kind whatsoever are therefore with them.
Handling and storage of Semen: Frozen semen stored at PVG on behalf of stallion or mare owners is done at their own risk and they are responsible for insurance of semen. We reserve the right to charge for storage of any frozen semen if held over from one stud season to the next.
PVG is not responsible for semen supplied with incorrect paperwork or labelling or is in an unsuitable condition upon arrival. PVG is not responsible for semen to arrive in time for insemination but every effort will be made to predict ovulation and give the supplying stud sufficient notice. All matters relating to logistics of chilled or frozen semen are the responsibility of the mare or stallion owner.
Variation of Terms: No addition or variation of these conditions will be binding on PVG unless specifically agreed in writing by PVG. Furthermore no agent or person employed by or under contract with PVG has the authority to vary these terms and conditions in anyway.