Thank you for entrusting the care and attention of your pet to Martin and Carr Veterinary Surgeons. We aim to provide a high level of care to our patients and of service to our clients. The following paragraphs set out the terms which enable us to do this. Further information on our services can be found on our website www.martinandcarrvets.co.uk
All fees, diets and drug charges are subject to VAT at the current rate. Fee levels are determined by the time spent on a case and according to the drugs, materials, consumables and diets used. There is normally a consultation or treatment fee every time you or your animal spends time with one of our veterinary or nursing staff. Our written fee list is available on request. We can supply an itemised bill for every consultation, surgical procedure or transaction with us.
We will happily provide an estimate as to the probable costs of a course of treatment. Please bear in mind that any estimate given can only be approximate – often a pet’s illness will not follow a conventional course. Complications or unforeseen circumstances may result in additional costs which, if they arise, will be added to our charges.
Fees quoted in these Terms and Conditions are for your guidance only and were correct at the time of printing. They are subject to change without notice.
Accounts are due for settlement at the end of the consultation, at the discharge of your pet or upon collection of drugs or diets. If you are a new client with no credit history with the Practice, you may be asked to settle the expected cost of treatment prior to the course of treatment commencing. You may settle the account using cash or credit/debit card.
Should an account not be settled at the time, we may apply both statutory interest and collection costs in accordance with the Late Payment of Commercial Debt (interest) Act 1998 and Late Payment of Commercial Debts Regulation Act 2002. A reminder will be sent with an additional accounting fee in respect of costs incurred.These however, may be deducted if payment is made promptly. Should it be necessary for further reminders to be sent, further charges will be incurred.
If after several requests your bill still remains unpaid and you have not made satisfactory arrangements to pay, the debt will be referred to a debt collection agency (P&J Debt Collection Services) for recovery who may suggest recovery through the courts. In this case further charges will be levied in respect of costs incurred in collecting the debt, such as production of reports, correspondence, court fees, interest, attendance at court, phone calls, home visits, etc.
Any cheque returned by our Bank as unpaid, and Credit Card payment not honoured and any cash tendered that is found to be counterfeit will result inn the account being restored to the original sum with further charges added in respect of bank charges and administrative costs together with interest on the principal sum..
If, for any reason, your are unable to settle your account as specified, we ask you to discuss the matter before commencement of treatment with a member of staff.
Contacting the Practice
We are normally available for appointments and advice during the hours which are published at each of our surgeries. These hours may vary from time to time, for instance on public holidays. Clients will normally attend open surgeries or arrange and appointment to see one of our Veterinary Surgeons. You may contact the Practice by telephone, fax, post and email or by visiting in person. There are also a number of forms and other methods to interact with us on our web site. Please note that for reasons of security, quality of service and staff training telephone calls may be monitored or recorded.
Emergencies and treatment out of normal hours
Where a pet needs urgent attention please telephone the surgery immediately. In normal hours we will ask you to attend the surgery with the animal as soon as possible.
If treatment is needed urgently outside normal hours, after telephoning the surgery you will be given a number to call the Veterinary Surgeon who is on duty. He/she will advise you accordingly and may arrange for you to attend the surgery with your pet. Out of hours fees are usually higher than our normal daytime fees and are payable at the time of treatment.
We may sometimes arrange to hospitalise patients over night at our surgery. In these cases animals will not be attended at all times when the surgery is closed, but will be checked by a member of staff according to the animals clinical needs.
Complaints and standards
We hope that you never have recourse to complain about the standards of service received from Martin and Carr Veterinary Surgeons. However, if you feel that there is something you wish to complain about, please direct your comments in the first instance to The Practice Principles.
Martin and Carr Veterinary Surgeons strongly supports the principle of insuring your pet against unexpected illness or accidents. Please see the FAQ’s on our website.
Please be aware that for insured animals it is your responsibility to settle our account and then reclaim the fees from your insurance company unless prior arrangements have been made. We can only complete these forms for services and treatments that we have given. Any fees not covered by your insurance policy are to be paid by you. If your pet for any reason is excluded from cover the outstanding monies on your account is your responsibility.
All case records and documents relating to animals we have dealt with are the property of, and will be retained by, Martin and Carr Veterinary Surgeons. Copies with a summary of the history will be passed on request to another Veterinary Surgeon taking over the case, or to your insurance company.
The care given to your animal may involve making some specific investigations, for example taking radiographs (x-rays) or performing ultrasound scans. Even though we make a charge for carrying out these investigations and interpreting their results, ownership of the resulting record, for example a radiograph, remains with the practice.
Some personal information, such as your name and contact details, will be kept in our records.
In addition to radiographs, ultrasound scans, etc photographic images of patients and lesions may be obtained. These images may be used for Veterinary education, but will always be anomylised . All rights to the use of any of the images remain with the Practice.
Most of the treatments are provided at our surgeries because that is where we have the equipment, medications and staff needed to perform our work to a satisfactory standard. Occassionally we are requested to visit an animal at home. We will only be able to comply with such a request where the problem is one which we believe can be satisfactorily carried out away from the surgery and we have the staff available. Clients should be aware that it is sometimes impossible to examine or treat an animal at home and the costs of doing so are considerably higher than treatment at the surgery. Emergencies and out of hours treatments cannot always be dealt with at a home visit.
Drugs and medicines
Normally , we are able to supply all necessary drugs to our clients from our extensive pharmacy. Alternatively, drugs may be obtained through a prescription at any pharmacist who stocks the appropriate veterinary licensed medication. We require at least 24 hours notice for the collection of prescriptions or medicines. We will only issue and sign prescriptions generated by our computer system and a fee will be charged for this service. Under UK law this prescription must then be presented to a registered pharmacist, who will make a separate charge to cover the costs of the medication, his dispensing fee and his profit. Substitution of non-licensed medications or human licensed medications for veterinary licensed ones is illegal. We will not accept any responsibility for any medicines not dispensed from our pharmacy as we have no control over any other pharmacy. No pharmacy, including ours, can give refunds for any medicines once purchased. We can however take medicines back for safe disposal, but only if they have been dispensed from our pharmacy. Purchasing medications from us helps us to keep our overall prices down.
If your pet requires regular medication for a long standing condition current law and RCVS rules require us to re-examine the animal at regular intervals to monitor the condition and the effects of medication. This interval may vary with different cases but will not normally be greater than six months. We do not normally charge for this consultation. We are unable to prescribe supplies of drugs for an animal which has not been examined by us in the previous six months or where the minimum interval of the case has been exceeded.
Prescription drugs required for parasite control (such as fleas) can only be precribed for animals that have been examined by one of our Veterinary Surgeons within the last twelve months.
No additon or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by the Practice Principles. No agent or person employed by, or under contract with, the practice has the authority to alter or vary these conditions in any way.
Martinand Carr Veterinary Surgeons, The Old Well, Station Road, Pershore, Worcs. WR10 2DB