Registration
It is essential for us to maintain accurate records of our clients and patients. In order to do this we will periodically ask you to confirm the details we hold. Up-to-date contact details are particularly important. If your details change please inform us so we may ensure our data base is up to date as possible.
Fees
All fees, diets and drugs and charges include VAT at the current rate. Fee levels determined by the time spent on a case and according to the drugs, materials used, consumables and diets used. A written fee list is available on request and a list of the more common fees is posted in reception.
Estimates of treatment cost
We will provide on request a written estimate as to the procedure costs of a course of treatment. Please bear in mind that any estimate can only be an approximate cost - often a pet's illness will not follow a conventional course. We will provide the details of the price of any medicine stocked or sold on request. There is a sign in reception area detailing the most common prescribed medicine.
Methods of payment
Itemised bills will be provided with every transaction. Accounts are due for settlement at the end of the consultation, the discharge of your pet, or upon collection of drugs/diets. You may settle your account using: cash, credit/debit card; Maestro, Solo, MasterCard, VISA, and Delta. We do not accept cheques unless covered by a cheque guarantee card and by prior arrangement.
Settlement terms
Should an account not be settled within 7 days, a reminder will be sent. After due notice to you, the client, overdue accounts will be subject to our debt collection procedure and further charges may be levied in respect of costs incurred in collecting the debt, such as court fees, correspondence, court attendance, phone calls, etc. Any cheque returned by our bank as unpaid, any card payment not honoured, and cash tendered found to be counterfeit will result in the original account being returned to the original sum with further charges added in respect of bank charges and administrative costs.
Inability to pay
If for any reason you are unable to settle you account as specified, we ask you to discuss the matter as soon as possible with a member of staff. Please note that instalments or part payments of any account may ONLY be sanctioned with express permission of a business partner.
Pet health insurance
Moorview Vets strongly support the principle of insuring your pet against unexpected illness or accidents. We are willing to claim direct for the majority of insurance companies subject to certain conditions. These are set out under the insurance heading on this site. Please ask for details about insurance from any member of staff or visit our insurance section by click on the below link:
Consent
Written signed consent for all procedures is required in all cases of admission to the hospital and we will endeavour to discuss alterations prior to action being taken. Consent is also required for the use of some medications in species for which they are not licensed e.g. rabbits and rodents. In this case a lifetime consent form will be provided to allow this to be done without asking for specific permission in each and every separate case. This is required as the majority of veterinary drugs are not licensed for use in small mammals, reptiles, birds, fish amphibians and invertebrates. We must use the drugs which have a proven activity and efficiency despite this lack of a license.
Prescriptions
Under DTI regulations you may request written prescriptions for your pet's medications. There is a charge for this service- please telephone the practice to ask for the relevant fee. However you will be responsible for sourcing these medications from a suitable supplier and should bear in mind that delay in the start of treatment may not be in the best interests of the welfare of your pet.
Veterinary prescriptions are not covered by NHS prescription charges and you will have to pay any supplier separately for those drugs, which costs will be in the case of market rate. In circumstances where it is essential to begin treatment immediately then prescriptions will not be offered. This is most likely to be in the case of injectable medications where a delay would be unacceptable. Prescriptions will not be issued for similar drugs used in anaesthesia or emergency situations.
Complaints and standards
Moorview Vets are a RCVS accredited clinic and is regularly inspected and audited for this purpose. We hope you never have recourse to complain about the standards of service received from the practice. However if you feel that there is something to complain about please direct your comments in the first instance to our practice manager Kelly Hewison.
Clinical records
Your pet's clinical records, including radiographs, ultrasound scan records and laboratory test reports remain the property of Moorview Vets and will be kept under the terms of The Date Protection Act (1998). You are entitled to see the records on request and if necessary an appropriate appointment to view them will be made. Your pet's records will be sent to another veterinary surgeon on request from them. If you require a copy for your personal use, a charge maybe made at the rate of administrative work.
Ownership of radiographs and similar records
The care given to your pet may involve making some specific investigations, for example taking radiographs or performing ultrasound scans. Even though we make a charge for carrying out these examinations and interpreting their results, ownership of the resulting record, for example a radiograph remains with the practice.
Return of unused drugs
We are happy to accept unused medication back into the practice for disposal only. Drugs which have left the premises and are no longer fit for resale cannot be refunded. Drugs purchased from any other supplier will not be accepted for disposal.
Repeat examinations
It is necessary both for the welfare of your pet and to meet legal obligations, for this practice to re-examine animals receiving long medications. The interval will vary with the condition and the medication but will be no longer than 6 months. The prevailing examination fee will be charged for that consultation.
Out of hours cover
Moorview Vets out of hours service is undertaken by Alnnorthumbria Vets. If you require out of hours call the usual telephone number and this will automatically put you through to the emergency line.
Copyright of Moorview Veterinary Practice 2011. All rights reserved.