Mill House Veterinary Surgery and Hospital 20 Tennyson Avenue Kings Lynn Norfolk PE30 2QG t: 01553 771457 payments: 01553 691610 e: info@millhousevets.co.uk w: www.millhousevets.co.uk
Table of Contents Your Pet s Health... 4 New puppy or kitten?. or a new rescued pet?... 4 Who s Who at Mill House... 5 Veterinary Surgeons... 5 Veterinary Nurses... 5 Administration... 5 About the Surgery... 6 Surgery Tours... 6 Consultations... 7 Surgery Hours... 7 Emergencies... 7 House Calls... 7 Our services include:... 7 Admissions & Hospitalisation... 8 Repeat Prescriptions... 8 Fees... 9 Insurance... 9 PDSA PetPractice... 9 Behaviour and Training... 10 Microchips... 10 Worms and Fleas... 10 Neutering... 10 Laparoscopic (Keyhole) Surgery... 11 Spotting Health Problems... 11 Vaccinations... 11 Mill House Well Pet Programme... 12 Puppies and Kittens... 12 Early Puppy Training (Puppy Playgroup)... 12 Nutritional Advice... 12 Maintaining Dental Health... 13 The Older Pet... 13 Weight Control... 13 Your Pet s Health Check... 13 Holiday Tips... 13 PETS Scheme... 14 Final Care... 14 Useful Numbers... 15 Standard Terms and Conditions of Business... 16
Your Pet s Health We are pleased to welcome you and your pet to our practice. We offer something different at Mill House - a genuine care and concern for you and your pet from a stable and dedicated team of professionals with the skills, resources and know-how to do the very best you expect for the pets in your family. We are so committed to working with you directly that we don't employ receptionists - you will always be welcomed by a veterinary health professional at Mill House. New puppy or kitten? or a new rescued pet? We love to welcome all new members of the family at Mill House. Everyone receives a goodie bag and youngsters benefit from free advice on early care, together with a starter pack of free flea and worm treatment and 4 weeks free pet insurance by cover note. Older pets can still take advantage of 4 weeks free pet insurance via one of our leaflets. Advice from our qualified nurses is free. Regular health checks (monthly for young animals, annually for adults and every six months for senior pets) are an essential part of this service, and can save much discomfort and distress later on. They can often be combined with booster vaccination. Flea control, worming, feeding, dental care and other health worries are all covered in a healthcare consultation, and you can find out about other services, such as senior pet health screening which may include blood and urine tests, and blood pressure monitoring to spot underlying problems early. This booklet contains information on the many veterinary services we are able to provide and general advice on most of the main issues affecting the health and welfare of your pets. We are as concerned to prevent disease or spot it early, as we are to treat problems when they occur. We hope that you find our service and this booklet meet your expectations. You will find further more detailed information to take away on all of these topics in our reception area or give us a call and we can send it out to you. We value feedback from our clients (good or bad), so do let us have your comments and suggestions. We appreciate that the high standards we maintain today are only possible with your loyal support - thank you. Sarah Colegrave - Clinical Director Our aim is to provide the best possible treatment for companion animals and support for their owners, in a friendly and caring environment 4
Who s Who at Mill House Clinical Director Dr. Sarah Colegrave MA VetMB BSAVA PGCert SA ECC MRCVS Veterinary Surgeons Dr. Judy Mosedale MA VetMB BSAVA PGCert SAM MRCVS Dr. Michael Morter BVetMed BSAVA PGCert SA Ophthal MRCVS Dr. Rhiannon Jones BSc DVM(Hons) BSAVA PGCert SAM MRCVS Advanced Practitioner Small Animal Medicine Dr. Jess Clemo BVetMed MRCVS Dr. Nick Clarke BVetMed MRCVS Dr. Emma Dobson BVM BVS MRCVS Dr. Tony Lewis BVSc MRCVS Dr. Rosanna Hancock BA VetMB MRCVS Dr. Chiew Ting Ng BVM&S MRCVS Veterinary Nurses Penny Jackson-Smith Cert SAN RVN Nursing Manager Emma Welsh Cert SAN RVN Melanie Watts RVN Melanie Mace BSc (Hons) Dip AVN Cert SAN RVN Sam Richardson RVN Liz Callaby RVN Amy Hancock-Rogers CertVNECC RVN Denika Brooker RVN Vikki Strangeman RVN Katy Templeman RVN Sophie Child RVN Hayley Theobald RVN Lauren Bray RVN Emma Piggott RVN Rachael Burridge RVN Catherine Carter RVN Assisted by 13 Support Staff Administration Donna Northwood Matt Sopp Paula Grant Sophie Drew Practice Manager Accounts Administrator Communications Manager Office Administrator 5
About the Surgery Our surgery was established in 1984 in King Street, moving to Tennyson Avenue in 1990. All our staff and facilities are under one roof in spacious, modern, purpose designed premises. This allows us to be on hand at all times for every eventuality. We are committed to continual improvement in our care, facilities and equipment, so that we can offer the best for you and your pet. We are inspected and accredited as a Veterinary Hospital by the Royal College of Veterinary Surgeons (RCVS) - the highest level of accreditation possible. Our regular inspection covers premises, equipment, staff and our level of clinical care. Recently we were assessed as Outstanding by the RVS Practice Standards Scheme in all six available categories: Emergency and Critical Care Patient Consultation Client Services In-Patient Service Team and Professional Responsibility Diagnostic Service We were voted Practice of the Year in 2003 and 2010, and are recognised as a Gold Award Feline Friendly Practice by the International Cat Care organisation. In 2010 we were the first veterinary practice in the UK to achieve the Gold Award for Investors in People, recognising the commitment of our team, their continual skill development and dedication to the care of our patients. Surgery Tours We are proud of our facilities and staff - if you wish to look round the surgery, please ask at reception, we would be delighted to give you a quick tour. A price list with our most commonly requested prices can be found on the wall in reception and is listed on our website www.millhousevets.co.uk. A full price list is also available in a folder in reception. Please ask if you cannot find any prices you are looking for, we are happy to quote for any procedure before it is carried out. 6
Consultations All consultations are by appointment. We try to keep as close as possible to the appointment time, but some cases take longer than others and we cannot predict the arrival of emergencies, which inevitably will cause some delay. Consultations are made for individual animals so please let us know if you intend to bring more than one pet. If possible, please let us know in advance if you are unable to keep your appointment so it can be given to another patient. Surgery Hours Reception is open 8am - 6:30pm on weekdays, 8:30am - 12 noon on Saturdays. Appointment times are available through the day from 8:30am - 6:30pm Monday to Friday and 8:30am - 12 noon Saturdays. Telephone 01553 771457 for an appointment. Emergencies Our hospital provides a fully manned 24 hour emergency service 365 days of the year at our own premises. This means our own vets are on call for your pet's emergency and your pet's medical records will always be available immediately. In an emergency always contact the surgery first to let us know you are on your way so we can prepare for your arrival. Telephone 01553 771457. Outside our normal opening times, the initial consultation fees are: Up to 10pm 117.19 10pm to 8am 168.93 Reduced fees are charged for pets covered by case fees and vouchers are available when you have your pet vaccinated with us. Prices correct at 17 th May 2016. Fees are reviewed periodically, call for up to date pricing or see our website www.millhousevets.co.uk. House Calls House calls can be made upon request. If you do need a visit, please try to book it before 9:30am allowing us to plan our day. Because house calls involve travelling and are time consuming for the veterinary surgeon, there is an additional charge to reflect this service. Home visits do mean we do not have access to all our equipment and some patients are more difficult to handle at home as they are protecting you. If transport is a problem, we can put you in touch with our local pet ambulance service and a list of taxis willing to take pets. Our services include: Advice for new pet owners Care facilities and expertise for all routine sterile surgery, such as neutering Dedicated dental suite with state of the art digital dental x-rays and advanced equipment Laparoscopic (keyhole) surgery 7
In depth investigation of complex medical and surgical conditions Our own in-house laboratory for blood and urine tests, including haematology, biochemistry, electrolytes, blood clotting and blood gases available at all times for emergencies with fast results Biopsies and cytology for lumps and bumps Advanced diagnosis and treatment for heart and breathing problems Hospital care in separate, secure, warm and comfortable wards Digital x-rays and physiotherapy Internal and external referral where additional expertise is required Endoscopy for investigation of airways and gastro-intestinal tract Blood pressure monitoring Acupuncture Dedicated Cat Clinic in The Granary All performed by professionally trained, friendly staff who genuinely care about your pet. Several of our vets and nurses have further qualifications and expertise in clinical disciplines, and we also have access to specialists and referral centres for rare and difficult cases. Admissions & Hospitalisation You will always be invited into the ward with your pet, and visiting is encouraged in normal hours. Our five wards are centrally heated day and night. All pets are given soft Vetbeds to lie on and receive personal nursing care. Cats and rabbits have their own separate wards, as we understand that they can be worried by noise and the presence of dogs. We have large kennels for giant breeds and incubators and warm air beds for small and intensive care patients. Pheromone diffusers are used constantly to provide a calm atmosphere. We are an accredited and inspected RCVS Hospital, meaning that our standard of care meets the requirements of our regulatory body at the highest level. Nursing staff are on the premises at all times. Repeat Prescriptions Prescriptions can be ordered by email, fax, post, over the phone or via our website. For medical and legal reasons most of the medications we use can only be given if we have examined your pet regularly. The veterinary surgeon will decide how often we need to see your pet. For some conditions and treatments this may be every day or week; for others a six monthly check up may be sufficient, and this is the maximum interval between examinations. Make sure that your pet s medications are reviewed at booster vaccination time. This is to ensure that the medication is working satisfactorily, that your pet s health is not deteriorating unnoticed, your pet s weight has not changed and any side effects are checked for and monitored. Whilst regular checks may seem an unnecessary inconvenience if all is going well, please remember that it is a legal requirement and that it is in your pet s best interest. Six months in a dog s life is equivalent to three and a half years of our life. To reduce 8
your waiting time please give 48 hours notice for all repeat prescriptions. Written prescriptions are available. Fees All fees should be paid at the time of each consultation please. Payment can be made by cash, cheque, credit or debit card, and we can take payments over the phone. Please discuss fees with us if payment is likely to be a problem. Estimates are offered for any procedure, but bear in mind that we often do not know what treatment will be required when we admit a sick patient. In these cases, we are happy to keep you informed of costs as we go along. Our consultation fee is a 'case fee', which covers necessary re-examinations following the initial consultation for the same condition for the ensuing two months. This means peace of mind for you and real savings where repeat visits are needed. Medications, treatments, dressings and diagnostics will be charged for at each visit. After this period, another case fee will apply. If accounts have to be sent an additional charge is made to cover the extra costs and delay involved. Current charges are displayed in reception. Discounts may be given for additional animals treated or vaccinated at the same time - ask at reception for details. Insurance We recommend pet health insurance for illness and accident. Proposal forms and information are available at reception - insure your pet BEFORE illness occurs. Take out insurance as soon as you acquire a new pet, and think very carefully about any change you might make to your level of cover and particularly a change in insurer. When taking on a new policy, most insurers will look back at the clinical history and may exclude conditions which were previously covered on your first policy. The exclusions may only come to light when you make your first claim and they request the past history. Any mention on your records of some presenting signs can be taken as a reason for exclusion, whether or not a condition was confirmed or treatment given. Finally, make sure you understand the extent of cover offered - with the success of many of our current therapies, you may need to claim for more than one year for many ongoing conditions, and this is excluded from some policies. Ask for our insurance fact sheet for more information. PDSA PetPractice We are a registered PDSA PetPractice and, under the terms of the scheme, are happy to provide basic veterinary treatment free of charge for pre-registered clients who are householders in receipt of certain benefits. To be eligible you must live either in the PE30 or PE34 postcode area and be registered with the practice and the PDSA before treatment is required. Please ask at reception for details, conditions and an application form. The PDSA relies on donations towards your animal s 9
treatment to continue their work, and you will be asked for a donation each time you attend the surgery. Behaviour and Training Behavioural problems are one of the most common reasons for animals to be handed in to rescue centres and can cause real anxiety - but problems are often solved with the right advice and treatment. Behaviour problems range from pulling on the lead to aggressive and destructive behaviour. We have a handy behaviour advice pack, we are happy to give general advice and can refer you to specialists if you need specific help. Early intervention is always best, and our Puppy Training and Socialisation Programme (see later section) is strongly recommended. Puppy group puppies are noticeably calmer in many situations, enjoy coming to the surgery and owners consistently rate the courses highly. Ask at reception or phone for details. Microchips It is now a legal requirement to have your dog microchipped. These are tiny inexpensive computer readable microchips which are inserted under the skin with your pet s identity protected and recorded for life on a national register. As many local organisations including veterinary surgeons, the police, the RSPCA and the dog wardens have microchip readers, the chances of finding your lost pet are greatly increased. Not all chips are the same. We only use reliable modern chips and the national PetLog database to maximise the chances of your pet's safe return. We also store microchip details in our medical records, and can supply you with a collar tag with our phone number on. This can be a lifesaver in an accident or if your pet strays and is not picked up by someone with a scanner Talk to us about microchipping before your pet goes walkabout. Your pet must be microchipped before being vaccinated against Rabies if you wish to travel abroad and return. We are happy to check your pet's microchip at any time please ask at reception. Worms and Fleas Regular worming (at least every 3 months) and flea control monthly are vital for your pet s wellbeing, and can prevent human disease too. Consult our information sheets or ask at reception for current first-choice treatments and how to use them. Neutering Neutering can have significant benefits. Male cats should always be neutered unless they are wanted for breeding, and it is a quick and simple operation. The entire male cat is strongly territorial and has a great drive to roam in search of females. Too often this can lead to fighting wounds or end in tragic road accidents. The castrated male will not obviously change in personality but should become much more home loving, less likely to mark indoors and have much less pungent urine. Castrated cats will not be able to father the unwanted litters of kittens we so often see in the surgery or in rescue centres. Female cats should always be spayed to prevent unwanted pregnancy and this will also help reduce straying, and improve condition. There are many benefits to spaying a female dog (bitch). Firstly, there will be no seasonal bleeding to contend with and the bitch is much less likely to stray from home. Spaying at a young age helps to prevent mammary tumours (breast cancer) and uterine (womb) infections late in life. We now offer laparoscopic (keyhole) surgery which greatly speeds up your dog s recovery. Please ask for details. Male dogs are being castrated more as a matter of routine these days. Many people are finding this a help with behavioural problems such as territorial marking indoors, anti-social mating behaviour and, of course, straying, although castration is not the answer for all behaviour problems - do ask us first. Several medical conditions can be treated or prevented by castration, such as testicular cancer or some prostatic diseases which are common in later life. Male rabbits can also be neutered to allow them to be kept in company with other rabbits. Female rabbits frequently develop uterine cancer after the age of 3-4 years and spaying would prevent this. Neutering does not cause obesity, but neutered pets may have a lower energy requirement so we recommend a good premium diet specifically formulated for 10
neutered pets. Weigh your pet regularly to check for weight gain - you are welcome to use our scales in reception and if you need any more advice on neutering your pet, please ask at reception or see our detailed fact sheets. Laparoscopic (Keyhole) Surgery Keyhole (laparoscopy) surgery is a minimally invasive technique common in human surgery, and we are delighted to be able to offer this gold standard option for a speedier recovery for your pet. Laparoscopy is suited to many surgical procedures such as bitch spays, biopsies, retained testicle removal and gastropexy. Key benefits of this type of procedure include: Small wounds mean less pain for your pet Faster recovery compared to open surgery More accurate, visually aided surgery for fewer complications All surgeries involve making an incision (cut), but with laparoscopy we only make three tiny little wounds which results in faster recovery time for your pet. We inflate your pet s abdomen with sterile carbon dioxide and use an optical telescope to visualise the abdominal organs. The magnified image is displayed on a medical monitor that allows us to look inside the body; and specialised instruments are used for minimally invasive surgery. It takes a higher level of veterinary expertise to perform these procedures successfully. We feel the benefits of a faster recovery with less discomfort really are worth it that s why we have invested in the same equipment as used in human surgery. Ask a member of the team about laparoscopy. Spotting Health Problems Our pets cannot tell us when they are feeling unwell, but there are some things we can all look out for to ensure their quality of life. Many serious problems begin as subtle changes of behaviour, such as increased thirst, reluctance to exercise, avoiding bright light and many more. Cats in particular will often only show low grade pain by becoming quiet and withdrawn. The most important thing to remember is that changes in behaviour occur for a reason, and frequently will indicate a health problem. In our experience, if an owner is worried that their pet is just not right, they have usually picked up a problem, and most often, this can be treated. Old age affects our pets in exactly the same way as ourselves, for example elderly pets are prone to arthritis. Similarly, there are many treatments we can offer to alleviate pain or discomfort, and to prolong quality of life well past pension time. If in doubt give us a call, don t assume old age is something to live with! Regular health checks become more important as pets age, and our nurses' clinics can help you manage long term problems and illnesses such as diabetes and arthritis. Vaccinations We use proven and safe vaccines at Mill House and tailor vaccination and frequency to your pet's age, lifestyle and individual risk profile. Vaccinations include a full health check by the vet. Health check lists are sent with booster reminders - use them to remind you of things you wish to discuss on the day. All patients are offered free urine tests at booster time too. Just bring a fresh urine sample in a clean container. 11
Mill House Well Pet Programme As well as treating animals when they are ill and providing routine vaccinations and neutering at low cost, we offer a whole range of other services to keep pets healthy: Free advice on choosing a new pet Free puppy and kitten checks pre-vaccination Early puppy training and socialisation classes Advice on training and behaviour Free urine tests at booster time Free Weight and Wellbeing Clinic to help pets lose weight Dental check-ups and advice on caring for the teeth Microchipping, claw clipping, tick removal Dietary advice Consultations and advice for well pets are offered by our team of Vet Health Advisors (VHAs). These are fully qualified, experienced and registered Veterinary Nurses who have undergone additional training in preventative health care and the management of problems such as obesity, dental disease, diabetes, and the correct use of different foods for many medical conditions. The Vet Health Advisors are available to give advice most of the day, but to be sure of seeing them, do telephone for an appointment in advance. Puppies and Kittens We recommend that all puppies and kittens are seen in the surgery by a Vet Health Advisor as soon as they are acquired. Problems can be picked up early on, we can advise on proper care, and vaccination can be started early for puppy classes. We then advise monthly checks and weighing until they are at least 6 months old to check their growth and development, their permanent teeth and any behavioural and training problems. These checks are free of charge. If you would like a full veterinary surgeon health examination, there will be a charge, but this is refunded at first vaccination. Early Puppy Training (Puppy Playgroup) Our puppy training course at the surgery covers essential early training, socialisation and mixing, and we show you how to train your puppy effectively at home. Puppies must be between 8 and 14 weeks old and have one full vaccination before they come to the classes, which are held in a special puppy room adjacent to the surgery, to minimise the risk of disease. The series of four sessions also cover health care and how to recognise problems in your pup. You will be given a comprehensive handbook to take away. Feedback is consistently excellent and playgroup puppies always seem to enjoy coming to the surgery! Nutritional Advice Good nutrition is vital for health. Our Vet Health Advisors will be happy to advise you on the most appropriate lifestage diet for your pet. Special diets are also available to assist the management of conditions such as kidney disease, intestinal disease, diabetes, bladder stones, heart and skin disease. All pet food purchased from this practice has a money back guarantee - your pet likes it or we buy it back! 12
Maintaining Dental Health Like us our pets can suffer from plaque, tartar and periodontal disease. Left unchecked your pet could soon have a sore and unpleasant mouth. Our Vet Health Advisors can help you with health care for your pet s teeth - it really is never too late to start! If treatment is needed, our dedicated new dental suite (below) is equipped with all the modern facilities you d expect, including digital x-rays which help us to see how healthy teeth are below the gum-line. See our detailed fact sheets for more information. The Older Pet We offer special help for older animals, including health screening to pick up problems early, and feeding advice for older pets and those with special needs. Weight Control A tremendous number of our patients are overweight but getting their weight down often requires patience, good advice and sympathetic support. At the Weight and Wellness Clinic pets are seen and weighed regularly and blood tests are offered to rule out medical conditions such as hormonal problems. Being overweight can contribute to medical problems such as arthritis, diabetes, heart, liver and breathing conditions, and can increase the risk of cancer. The scales in our reception area are available for you to use at any time free of charge. See our Well Pet Fact Sheet or phone for details We also stock a wide range of premium and special diets, health care products and specially selected quality accessories in fact all you need to keep your pet healthy and happy. Our premium foods are covered by our price promise - and all food is unconditionally guaranteed your pet likes it or we buy it back! Your Pet s Health Check Before you bring your pet for an examination, make a note separately of any symptoms your pet may show, to enable us to be better informed at the health check appointment. Routine checks give a general indication of the health status of your pet on the day. Some illnesses can develop rapidly, even after a recent health examination, and require in-depth investigation. If you are worried about your pet s health, please contact us at the earliest opportunity. Holiday Tips Please ensure your pet is booked into kennels or a cattery well in advance of your holiday. Make sure you have a look round, are happy with the accommodation and staff, that the premises are licensed, and check their standard procedure if your pet needs veterinary care. If your pet has never been kennelled before it is worth booking him or her in for a night s stay beforehand to check all is well. 13
It is important to ensure your pet is up to date with all the vaccination requirements. Many kennels insist that your dog should have intra-nasal vaccination for kennel cough in addition to routine vaccinations. Check that your pet s vaccination certificate is signed and up to date. If your pet is on medication please make sure that kennel staff are aware of this, know what to do and supply them with adequate levels to cover the period of your absence. Make sure you tell the kennel owners that we are your veterinary surgeons in case of problems whilst you are away, and leave one of our cards or magnets (available at reception) for rapid contact. PETS Scheme If you wish to travel abroad with your pet, do make arrangements well ahead of time to ensure you comply with other countries import regulations and also the PETS Scheme rules for return to the UK. In general, preparation will mean you will have to have your pet microchip identified, vaccinated against rabies, and have a pet passport prepared and signed by a veterinary surgeon. Contact the surgery for the latest information. Information is available at https://www.gov.uk/take-pet-abroad. Alternatively you may contact the PETS travel Scheme helpline by telephoning 0370 241 1710. Final Care As animals get older they will eventually suffer conditions which are incurable. Their quality of life is of paramount importance. We regard it as a privilege that, if the time comes and at your request, we have the ability to give them a dignified release. This painless and peaceful procedure can be carried out at the surgery, or if you prefer, in the peace of your own home. You may like to be responsible for your pet s burial yourself, or alternatively, you may prefer to have your pet cremated or buried in a Pet Cemetery. We use a dedicated Pet Crematorium which offers a range of services, including returning ashes in a dignified casket. The bond that develops between an owner and pet can be very deep and we know that many people find this a very difficult time. Please feel free to contact our Bereavement Support Group. We also have a Book of Remembrance and you are welcome to use a page to remember your pet. We shall endeavour to explain the options available and guide you sympathetically. We also have a useful information sheet in reception. 14
Useful Numbers Mill House Vet Hospital 24 hour Emergency Line 01553 771 457 Mill House Accounts Line 01553 691 610 Animals at Home pet taxi and ambulance 01553 811 525 Cats Protection, Stow Bridge Shelter 01366 382 311 Cinnamon Trust 01736 757 900 Dogs Trust Kennels 01953 498 377 Dogotel 01485 520 346 PDSA Pet Aid 0800 731 2502 PET Travel Scheme 0370 241 1710 Pet Bereavement Support Service (SCAS) 0845 601 2207 PetLog (microchip registration) 01296 336 579 RSPCA 0300 1234 999 RSPCA Rehoming Coordinator (11am-3pm) 01553 618 889 RSPCA Wildlife Hospital 0300 123 0709 Wood Green Animal Shelter 0300 303 9333 Numbers may be subject to change without notice - check at the surgery if you are having difficulty on 01553 771457 and look at our website www.millhousevets.co.uk for links to other useful organisations. Further Information We have an extensive range of information leaflets written by our team of vets and nurses, so please feel free to help yourself to any that interest you. Our terms and conditions of business are at the back of this booklet. Do also visit our website www.millhousevets.co.uk We value your support, so would love to hear your comments or suggestions for improving our service. 80% of our pet owners have used us for more than 3 years, and more than half our new clients come by personal recommendation. Please help us maintain the high standard of care we have become renowned for. 15
Standard Terms and Conditions of Business Please ask for further explanation or clarification if required. Mill House Veterinary Surgery and Hospital, and Mill House Referrals are trading names of Independent Vetcare Ltd Company No. 07746795. VAT No. 115 1416 58. Registered office: Station House East, Ashley Avenue, Bath BA1 3DS Authorised and regulated by the Financial Conduct Authority for creditrelated regulated activities under reference number FRN738010 As an RCVS accredited Veterinary Hospital, our service and facilities meet the highest exacting standards of our governing body, and our team of professional veterinary surgeon s and veterinary nurse s conduct themselves according to the RCVS guide to professional conduct. Fees All fees, diets and medication charges are subject to VAT at the current rate. Fees are determined by the time spent on a case and according to the medication, materials, consumables and diets used. Our written fee list is available on request. You will receive a detailed fee note for every consultation, surgical procedure or transaction with us. Consultations and treatments out of hours (6.30pm-8.30am weekdays, after 12.30pm Saturdays and all day Sundays and Bank Holidays) are charged at a higher rate. See our price list for details. You are free to seek a second opinion on or concerning any treatment provided, subject to the payment obligations in these terms and conditions. Medications We run our own in-house pharmacy for your convenience and to keep our costs down overall. You are, however, entitled to a prescription for any medication, which can be filled in another pharmacy. A charge is made for this. A price list of commonly prescribed medications is in reception, and prices for any treatments are available on request. We are happy to fill any small animal prescriptions for you. We may only prescribe POM-V medicines for animals under our care. To be under our care, your pet must be seen regularly by the veterinary surgeon at intervals appropriate to the condition treated. For most patients the minimum interval will be 6 months, but for many conditions we may need to reassess the condition and response to treatment plus any side effects more frequently than this. Additionally, for safety reasons, only limited quantities of medication may be 16 prescribed at one time. Consultations are charged at the rates current in our displayed price lists, but check-ups within two months of a charged consultation, for the same condition, are free of charge unless further treatment is indicated. For routine flea and worm preventative treatment, patients should be seen at least annually (this will usually be at booster vaccination time). All medicines, food or other items supplied should only be used as directed by your veterinary surgeon or team member acting on their behalf. Any questions or concerns should be directed to a veterinary surgeon for clarification. Current regulations require us to destroy any returned prescription medications. They cannot be resold; neither can packaging be safely reused. Medications obtained elsewhere should be returned to the place of purchase when no longer needed, and not to us. Methods of Payment Accounts should be paid at the end of the consultation, on the discharge of your pet or upon collection of medicines, food or other items. You may settle the account using cash, cheque, credit or debit card e.g. Mastercard, Visa, Visa Debit. Payment by card can be taken over the telephone. Estimates of Treatment Costs We will happily provide a written estimate as to the probable costs of a course of treatment. Please bear in mind that any estimates given can only be approximate often a pet s illness will not follow a conventional course, and unforeseen costs may arise. We will endeavour to keep you informed if this is the case. In an emergency, we reserve the right to provide such veterinary services as are reasonably necessary, in the professional judgement of the veterinary surgeon, without first agreeing a treatment plan. Settlement Terms Should an outstanding account not be settled immediately, then a reminder will be sent with an additional accounting fee in respect of the administrative costs incurred. This may be deducted if payment is made by return. Should it be necessary for further reminders to be sent, further non-deductible charges will be incurred. Notification of queries or complaints must be directed to us verbally or in writing within 14 days of receipt of invoice. After due notice to you, overdue accounts will be referred to our Debt Collection Agents and further charges will be levied in respect of costs incurred in collecting the debt, such as production of reports, correspondence, court fees, attendance at court, phone calls, home visits etc. 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 added in respect of bank charges and administrative costs. Current administration fees are displayed in reception. We may issue notice to you that no further veterinary services, medicines, food or other items will be supplied until outstanding fees have been settled in full. Discounts Quantity discounts may be offered for three or more cases or bags of the same diet or food collected and paid for at the same time. Three or more animals presented for treatment on the same day for the same procedure may also attract a discount, provided settlement is received in full at the time of treatment. Any discounts given are at the discretion of the Clinical Director and are subject to availability and change without notice. 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 instalments or part-payments of any account may ONLY be sanctioned with the express permission of the Clinical Director. Nonemergency medicines or other items cannot be given without payment at the time. Pet Health Insurance We strongly support the principle of insuring your pet against unexpected illness or accidents, but any contract of insurance is between you and your insurer. Please ensure that you refer to the terms and conditions of your insurance policy. It is your responsibility to settle your account and then reclaim the fees from your insurance company, unless we have expressly agreed to claim fees direct and you have settled the expected excess. In the event of the insurance company not settling the claim within 6 weeks, you must pay the account in full. We reserve the right to request payment in full at any time. Ask for details about insurance from any member of staff. Data Protection Use of your personal data is governed by the Data Protection Act 1998, and our use of your data is subject to the provisions of this Act. We will use the personal information you provide to us to supply and process payments for veterinary services, medicines, food and other items and to provide essential reminders, special offers and occasional newsletters as part of our pet health information service. We will not sell your data nor share it with any third party except for trusted companies which we may use to assist with our own communications. Your data will remain confidential and will not be used for any purposes other than those specified by us. Complaints and Standards We hope that you never have cause to complain about our standards of service. However, if you feel that there is something you wish to complain about, please direct your comments in the first instance to a veterinary surgeon. If satisfaction is not obtained, please contact the Clinical Director. We will respond within 7 days to any complaint. We also welcome any suggestions for improving our service. Ownership of Records Case records including radiographs and similar documents are the property of, and will be retained by, Independent Vetcare Ltd. Copies with a summary of the history will be passed to another veterinary surgeon taking over the case, on request and upon settlement in full of all sums due to us. The care given to your animal may involve making some specific investigations, for example taking radiographs 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 the radiograph), remains with the practice. No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by the Clinical Director. No agent or person employed by, or under contract with, the practice has the authority to alter or vary these conditions in any way. We may update or amend these terms and conditions at any time by placing a notice to that effect in our premises. Correct at 4 th October 2017 www.millhousevets.co.uk e: info@millhousevets.co.uk t: 01553 771457 f: 01553 761115 17