Village Vets Centre Liverpool 0151 428 8600 0151 428 8600
Village Vets  Centre Liverpool    0151 428 8600   0151 428 8600

Practice Terms and Conditions

Village Vets Centre Terms and Conditions
Welcome 
Thank you for entrusting the care and attention of your pet to Village Vets Centre. This document details our Practice Terms and Conditions. Some aspects of the Terms may not be relevant to you and we suggest that you ask for further explanation/clarification if required.
 
Consultations 
Consultations are normally arranged by appointment only. Payment may be requested before the consultation. Emergencies during normal opening hours will always be seen as soon as possible but clients are asked to telephone the practice for immediate advice and to tell us that you are on your way.  We see a lot of exotic pets but we are not specialist if we feel a case needs referral to another centre we will do so. Please note that in the interest of staff and public safety we operate CCTV and microphone recordings in our property which includes both reception and consultation rooms. Payment is due at the time of consultation. All revisit appointments will incur a fee.
 
Referrals
We may refer you to a specialist centre such as North West Surgeons or Eye-vet. These centres only see clients with a referral letter, copies of notes and tests. This all takes time to do and there is a fee which reflects the time taken to do this. It is not unusual to need 40 minutes to arrange a referral. Payment will be needed before the referral is completed. We have in the past had a situation when no referral centre would accept a case.
 
Out-of-Hours Service 
The practice uses an out-of-hours service for emergencies based at Alder Veterinary Centre. This can be accessed by telephoning our practice and following the instructions on the recorded message. Out-of-hours consultations will be arranged by the duty veterinarian as necessary. There are staff on site at Alder Veterinary Hospital 24 hours a day to care for our patients. Please note that this service is for emergency care only. The fees for this service are paid to the Out of Hours service and should be discussed and settled with them at the time.
 Clients should be aware that we may consider it in the best interests of a sick/ injured animal to be seen at the practice rather than at home so that we can provide effective and rapid treatment as necessary. We prefer to avoid moving your pet back and forth between Village and Alder Vets, so once there we will often request they stay there till fit to go home.
 Bird emergencies are seen at Avian Veterinary Services in Cheshire on 01606 350 410
 
Professional Fees and Charges.
All fees, diets and drug charges are subject to VAT at the current rate. Fee levels are determined on the basis of the expertise required, the time spent on a case and the drugs, materials, consumables and diets used. You will receive a detailed invoice for every consultation, diagnostic, medical, surgical or other procedure, service or product. The fees for the Out of  Hours Service are paid to the Out of Hours Centre used not Village Vets Centre Ltd..

Our practice accepts no responsibility for unsuccessful treatment outcomes if you fail to follow the recommended advice and treatment course for your pet - this includes failure to attend a revisit consultation when this has been advised. In these events you will be charged for any treatments, medicines or consultations as is appropriate. All consultations, revisits, referrals and insurance claims incur a fee. Fees must be paid before referral letters or insurance forms are sent.


 
Estimates 
Estimates will be provided for all proposed treatment. It is not in the interest of clients or the practice to embark on a course of treatment that is beyond the financial means of the pet owner. For in-patient procedures and services, practice consent forms make it clear that there may be circumstances where additional work may be required in the course of further investigation or treatment. Clients are asked to ensure that their contact details are up-to-date and that they are readily available to be contacted by the practice in the event that any significant alteration to the planned procedure proves to be necessary if a client cannot be contacted the work will not be performed.  

Clients will be asked to pay for treatment and test before these are done. 

 
Tests and investigations.

Because we do tests it does not guarantee  we get an answer. It is quite possible to pay quite a lot of money on tests, have a  referral and post mortem and still not get a diagnosis. It is rare to get a diagnosis in veterinary medicine and often we see response to treatment as as way of trying to make your pet better.

 

Telephone calls  
We are unable to give advice over the telephone. The veterinary surgeons do not routinely take telephone calls. It is best to make write a letter if it is a non clinical matter.

 

Methods of Payment 
Accounts are due for settlement at the end of the consultation, the admission of your pet to hospital for routine procedures, the discharge of the pet or upon collection of prescriptions or other supplies. We may sometimes ask you to pay the consultation fee before you go in. A minimum deposit of £100.00 is required for any pet admitted to the hospital for treatment. You may settle your account using cash, Switch, Solo, MasterCard, Visa, or Delta credit/debit card. We do not accept American Express or cheques. Payment for all services and supplies will be expected before the work is performed.
 
Settlement Terms 
Should the account not be settled within 7 days, a reminder will be sent with an additional accounting fee in respect of the administrative costs involved. Should it be necessary for additional reminders to be sent, further charges will be made. We also reserve the right to charge interest for non-payment. Overdue accounts will be referred to our debt collecting agency and further charges will be levied in respect of costs incurred in collecting the debt. 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 being added in respect of bank charges and administrative costs together with interest on the principal sum.

 

Inability to Pay 
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 note that as we do not have a credit licence we cannot taker payment in installments or part payments.
 
Prescription Policy 
Clients are asked to give 24 hours notice for all repeat prescriptions. Written
prescriptions are available on request at a charge of  from £8.00 + VAT. Prescription-only medication for pets on continual medication may be supplied for up to three months. After this period the case will need to be re-assessed by the consulting veterinary surgeon and your pet may need to be re-examined. Please see our Prescriptions page for more information.
 
Complaints and Standards .
We will endeavor to ensure that you never have reason to complain about the standards of service received from Village Vets Centre. However, if you feel that there is something you wish to complain about, please direct your comments in the first instance to a member of staff who will ensure that the practice manager or consulting veterinarian are notified promptly. To avoid confusion over issues we  ask people to put their complaint in writing.
 
Client confidentiality 

For financial matters - to ensure consistency and accuracy we will only speak with the named client or those agents present at the time of consultation or treatment as they will have been made aware of or consented to any course of action  We will not discuss financial matters with those who were not present at the time of discussion without explciit written instructions from the registeed client in regards to any financial matters. Any disagreement on the decision to follow a particula treatment course AFTER THE COURSE HAS BEEN CARRIED OUT is entirely a personal matter and is not the responsibility of the practice.

 

Ownership of Records 
Case records including radiographs, clinical photographs and similar documents are the property of practice, and will normally be retained for a minimum period of 7 years Case records are the property of, and will be retained by the practice. Subject to the client’s agreement, a copy of the patients’ clinical history will be made available to another veterinary practice at the request of a veterinary surgeon whose professional advice is being sought on a second opinion or other basis.
 
 

Pet Health Insurance 
Village Vets strongly supports the benefits of insuring your pet against unexpected illness or accidents. Please ask about pet health insurance from any member of staff. Please be aware that it is your responsibility to settle your account with the practice and then reclaim your payment as appropriate from your insurance company. Please see our Insurance page for more information.
 
Conduct on our premises
We do not tolerate threats, intimidation or aggressive behaviour directed towards any member of our staff or other custimers. If you use foul language or show any of these behaviours you will be asked to leave the premises the police will be called and you will be banned from using our services for life. Please note that in the interest of staff and client safety our practice has both CCTV and audio recording systems in place.
 
 
Storage of biopsy samples
On some occasions where there is a query regarding a diagnosis, samples may be collected from a pet for future submission to a laboratory. If the owner decides, for financial or other reasons, that they do not wish for the sample to be sent immediately, the practice can agree to store the sample in case later submission is required. The practice will store such samples for a period of 4 months, after which they will be disposed of due to limited storage capacity.
 
Storage of unclaimed property
Due to limited storage capacity any personal possessions left at the practice (leads, collars, bedding, clothing, food etc) will be stored for one week from the date of discharge or euthanasia of the pet after which they will be disposed of.
 
Storage of pet remains
Following the death or euthanasia of a pet we would normally store their remains in a freezer to be collected for cremation unless the owner has specified that they wish to take the animal home for burial. If you are unsure what you wish to do with the remains we can hold bodies in refridgeration for a period of 48 hours from the time of death or euthanasia after which the remains will be transferred to our freezer due to limited capacity. We accept no responsibility for losses or distress caused by failure of the owner of the animal to inform us within 48 hours of their decision (such as collection for burial or taxidermy) or that they wish to deviate from the agreed course of action specified on the euthanasia consent form. Remains may be stored within the freezer for a period of up to 1 month after which they will be disposed of and we accept no responsibility incurred for losses due to failure to collect remains.
 

Variations in Terms of Trading 
No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by the practice owner. No agent or person employed by, or under contract with the practice has the authority to alter or vary these conditions in any way.

Village Vets Centre Ltd 
65 Quarry St
Woolton
Liverpool 
L25 6

Contact

Opening Hours

Monday        09.00 - 18.00

Tuesday       09.00 - 18.00

Wednesday   09.00 - 18.00

Thursday      09.00 - 18.00

Friday           09.00 - 18.00

Saturday       09.00 - 12.00

Village Vets Centre Ltd

65 Quarry St  

Liverpool

L25 6EZ


Tel.: 0151 428 8600

 

In case of emergency, please call:

Tel.: 0151 428 8600

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© Village Vets Centre Ltd 2014