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Terms Of Business

Our Commitment To You

The Neighbourhood Vet is committed to delivering an excellent service where both you and your pet are guaranteed the highest level of care. To assist us in providing this service, our Practice Terms and Conditions are shown below. Should you have any queries regarding any aspect of these terms of business please do not hesitate to ask us for further clarification.

Fees

All fees are subject to VAT at the current rate, and determined by the time spent on a case, and according to the drugs, materials, consumables and diets used.

Full payment is required at the time of consultation, or if the pet is admitted, at the discharge appointment. Failure to make payment will result in the additional charges of our debt collection agent whose charges will be added to, and payable with, the invoice amount. 

Payment may be made by:

Cash

Credit/Debit Card – Switch, Solo, Mastercard, Visa, Delta. 

We do not accept American Express. 

Estimates

You will understand that the investigation and treatment of accident, illness and injury does not follow a predictable standard course, and therefore costs may vary. All estimates are provided verbally during the consultation itself or via telephone by a veterinary surgeon. Written estimates are available upon request. All estimates provided are only an approximate and the final fee could be higher or lower than the estimate depending on complications during treatment and patient response to treatment. We endeavour to contact you if we have any reason to believe the costs could be significantly greater than initially estimated. 

Complaints and Standards

We always do our best to offer exceptional service, and it is our intention that our clients should be satisfied with the veterinary services and products supplied. In the event that you do feel dissatisfied with any aspect of your experience with us, in the first instance please contact the Practice Manager, Wayne Smith-Gillard to discuss your concerns and he shall endeavour to address any issues arising. For any complaints submitted, please rest assured that all information and details will be handled sensitively and carefully, informing the parties of only those that need to know and following any relevant data protection requirements. 

Written complaints may be sent to The Neighbourhood Vet at 66 Lordship Lane, East Dulwich, SE22 8HJ or by email to [email protected]. 

Verbal complaints may be made by telephone to any of our branches or in person to any of our staff. 

Patient Transportation

Your pet may need to be moved between our practices in order to provide better care or specific services to your pet.  This will be done in our practice vehicle however you are able to transport your pet yourself if you would prefer to do so.

Ownership of Records

Case records and similar documents are the property of, and retained by, The Neighbourhood Vet. Copies with a summary of the clinical history will be passed on request, to another veterinary surgeon taking over the case.

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. Although we make a charge for performing these investigations, and interpreting their results, ownership of the resulting record, for example, a radiograph, remains with the practice.

Photography

Frequently photographs are taken within the premises and may include images of the client and/or their animals which may be used for website or social media purposes. Photographs of your pet during their treatment may also be used for educational purposes. If for any reason you do not wish for images to be taken or published please inform the Practice Manager or a member of our admin team. 

Prescriptions

You may obtain Prescription Only Medicines, category V (POM V’s) direct from our veterinary surgeon OR ask for a prescription and obtain these medicines from another veterinary surgeon or pharmacy.

The Neighbourhood Vet veterinary surgeon may only prescribe POM V’s for animals under his or her care. For animals with an ongoing disease condition we class ‘under their care’ as having been seen within the last three months. A prescription may not be appropriate if your pet is an in-patient or immediate treatment is necessary.

You will be informed, upon request, of the price of any medicine that may be dispensed for your pet. The general policy of The Neighbourhood Vet is to reassess a patient requiring a repeat prescription every three months, this may vary with individual circumstances. The current standard charge for a re-examination varies between £160-£220 dependant upon the veterinary discipline.

Use of Un-licenced Medication

In certain cases, we may decide that the best treatment for your pet involves prescribing medication out with the data sheet recommendations (ie ‘off label’) or a specially prepared unauthorised medicine, or a medicine imported from another country under a Special Treatment Authorisation. This will be brought to your attention when it occurs. In accepting the treatment of your pet at The Neighbourhood Vet, you accept that there may be risks and side effects associated with treatment. 

Data Protection (GDPR)

The Neighbourhood Vet adheres to the General Data Protection Regulation (GDPR) and understands that client confidentiality is of the upmost importance. The practice endeavours to maintain up to date details on our management system and ask you, the client, to provide us with your correct and updated personal information in order to allow us to provide the service you require. We will use the personal information provided to provide the veterinary service and products, process your payments in line with the veterinary service and inform you about the products and services that we or selected third parties provide, but you may stop receiving particular communications at any time (excluding account related correspondence which is compulsory) by accessing your online pet portal by clicking here. Alternatively, you may contact us directly by emailing us at [email protected] or contacting us by telephone on 020 8299 2388. We will not divulge your personal information to other agencies except for debt collection purposes. You have a right of access, under the GDPR to the personal data that we hold. 

Legal

Business Name: The Neighbourhood Vet

Business Registration Number: 7692597

Registered Business Address: 66 Lordship Lane, East Dulwich, London, SE22 8HJ 

Main Contact Number: 020 8299 2388

Business VAT Number: 121628637

We are a member of the RCVS. 

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