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Terms & Conditions of Business 

Lida Vets Terms and conditions 

Updated 10/01/2014

 

Out-of-Hours (OOH) Emergency Care

We operate an out-of-hours emergency service at our surgery by our own vets and nurses. This service is available for our clients’ pets only. The duty vets and nurses are subject to the practice rota and as such other staff may not be available at the time. Occasionally, in accordance with the RCVS GPC rules, at the discretion of the duty vet, other animals would be seen. Fees charged out of hours vary with the time of day or night, the length of the visit and other factors. Thus variations from the price list are likely and are at the discretion of the practice. The fees estimate is exactly that – an estimate and does not represent a firm quote. Please be aware that if you decide to take up the offer of treatment and the estimates given you are accepting the variations too.

Consultations and Surgery Opening Times

We try to cater to everyone’s needs and will do our utmost to meet them. Consultations and procedures are conducted at our premises and are by appointment only except in cases of emergency, as and when it is deemed so by our vets or nurses. The surgery is open Monday – Friday from 9am to 6.30 and on Saturday from 9am - 1pm. At all other times the OOH service operates. You may, when possible, choose which vet or nurse you would see. Home visits are available by prior arrangement with the practice and at the discretion of the vets and nurses. 

Estimates of Treatment Costs

Written fees estimates are encouraged in every case and are readily available on request. Lida Vets tries hard to deliver clear and transparent fee structure. Thus our standard fees for consultations, procedures, vaccinations and others are available on demand. Fess charged shall be exactly what was quoted or below the quote. The practice reserves the right to make discounts available in some cases. These are made on an individual basis and you are encouraged to discuss these with the vet prior to the job being undertaken.

Fees charged for non-standard consultations and procedures vary with the time of day or night, the length of the visit, the number and nature of the complaint(s), the number and nature of additional requests and many other factors. Thus variations are likely and are at the discretion of the practice. In these cases, the fees estimate is exactly that – an estimate and cannot represent a firm quote. The vets and nurses will be happy to explain the details of each individual case. Please be aware that if you decide to take up the offer of treatment and the estimates given you are accepting the variations too.

Fees

Our fees are reviewed regularly and frequently to ensure we maintain our high quality and competitive service to enhance service experience and good value for money. Fees and prices are displayed inclusive of VAT which is charged at the uniform rate on all our services. Fees are determined by the time and expertise spent on a case and according to the drugs, materials, consumables and diets used. 
By entering a consultation or a procedure with the practice you agree and accept the fees quoted. Payment is due at the end of the consultation or procedure unless otherwise stated by the staff. When a pet has been an inpatient or has been released home following a surgical procedure then payment is required upon collection unless otherwise stated by the staff. This applies whether the person bringing the pet to the practice or collecting it is the owner of and agent for the owner.

The consent form you or your agent sign contains your contact numbers and states that payment is due on collection. We shall try to contact you to discuss any clinical or financial deviation from the planned procedure. Any changes to the amount agreed would be discussed with you using these telephone numbers but if you are not contactable we will treat your pet as is necessary for the prevention of pain or suffering at the smallest expense to you.

Methods of Payment

Your account may be settled using cash, cheque (with banker’s card) or a credit/debit card (Maestro, Solo, MasterCard, Visa, Delta except American Express). If an insurance payment has been preauthorised and agreed you need pay only the portion that the insurer do not pay e.g. excess, disallowed items such as food and percentage participation. You are liable for the full costs if an insurance claim is not preauthorised such as it cannot be ascertained that payment would be forthcoming. Lida Vets w

Settlement of Unpaid Accounts

Unless prior arrangement, such as a payment plan or deferred payment, had been agreed in writing your account should be settled in full at the time of the pet leaving the surgery after consultation or procedure. Every reasonable attempt will be made to contact you if this agreed arrangement not occurring. Should an account not be settled within two weeks, then reminders may be sent with additional accounting fee in respect administrative costs incurred. If the account is still outstanding after these reminders, a letter before action (LBA) will be sent to you and your overdue account will be referred to a Debt Collection Agency where further charges will be levied in respect of costs incurred in collecting the debt. Finally a court process will commence to recover the debt. No further commercial dealings will be possible while the debt is outstanding without an agreed payment arrangement with the practice. Additional costs may include production of reports, correspondence, court and solicitors’ fees, attendance at court, phone calls, home visits.

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 changes 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, please discuss the matter as soon as possible with a member of staff ahead of the service being given. Please note that payment plan, instalments or part-payments of any account may be sanctioned by the practice only in writing.

Lida Vets operates a number of schemes to help animals in need such as PDSA Pet Aid, charity finance and pro bono work. Please discuss this with a vet ahead of booking treatment for your pet.

Data and Records

Case records, including radiographs and similar documents are the property of, and will be retained by Lida Vets in accordance with the RCVS GPC. Copies with a summary of the history will be passed on request to another veterinary practice.

All data and personal details will be protected under the DPA.

Specialist Referrals

Lida Vets are always happy to arrange a second opinion with another vet or specialist within the practice. Referral to an outside specialist can be made immediately upon request.

 

Complaints

Lida Vets is committed to providing high quality standards of service and care. All staff are trained to deliver this service without exceptions. However, if our service falls below the level you expect we will do our utmost to put it right. Please do not hesitate to contact the practice manager Mrs Joyce Williams or the Accounts manager Mrs Helen Tallant as many problems can be sorted out easily and quickly. If you are not satisfied please contact Dr Josh Lida, the head of the practice who will immediately deal with your complaint. We will give you all the time it takes during personal meetings, to arrive at a satisfactory conclusion.

If your problem cannot be sorted out in this way, and you wish to make a formal complaint, please let us know in writing within six months. An acknowledgement letter will be sent once your formal complaint has been received with details of the name of the person handling your complaint.

Prescription Policy

Lida Vets adheres to a transparent accountability policy recognising all your rights as a customer and a pet owner as described by law. Drug prescriptions are available from this practice. You may obtain ‘prescription only’ veterinary drugs directly from Lida Vets or ask for a prescription and obtain these medicines from a suitably qualified person (SQP) like a veterinary surgeon or a pharmacy or from licensed online outlets.

Your veterinary surgeon may only prescribe relevant veterinary medicines following a clinical assessment of an animal under his or her care. If a prescription is needed there is a charge made. Currently it is £10.

A prescription may not be appropriate if your animal is an in-patient or immediate treatment is necessary.  You will be informed, on request, of the price of any medicine that may be prescribed for your animal.

The general policy of this practice is to re-assess an animal requiring repeat prescriptions for/supplies of relevant veterinary medicinal products every 3 – 6 months, but this may vary with individual circumstances.  The standard charge for a re-examination is £20.

Responsible Pet Ownership and Pet Health Insurance

Responsible pet ownership and Preventive healthcare are promoted and encouraged by Lida Vets. This includes regular appropriate vaccinations and parasite control for all pets. Free advice is given on the best methods to achieve this.  We strongly support the principle of insuring your pet against unexpected illness or accidents. Free first month insurance is available for puppies. Please ask for details about insurance from any member of staff. Please be aware that it is your responsibility to settle your account and then reclaim the fees from your insurance company.

General Notes

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

 

Opening times

9:00am - 7:00 pm Mon - Fri
9:00am - 1:00pm Saturdays

By appointment only
Walk-in store and dispensary
24 hour emergency line01638 600 120
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