St Kitts Veterinary Group is dedicated to providing the highest possible standard of care to our patients and their owners. To help us to provide the best customer service we can we have listed our terms and conditions below.
Ownership of records
All pet records, radiograph images and diagnostic test results remain the property of St Kitts Veterinary group. On request from the owner we can supply a copy of the records. Records can also be passed on request to another veterinary surgeon taking over their care.
Client Confidentiality
All client and animal information is held in the strictest confidence and in line with the Data protection acts. Your information will not be disclosed except under the following circumstances
Overnight In-patient care
From time-to-time, your pet’s veterinary requirements may dictate that they need to be hospitalised overnight in order for us to provide continuity of care and medication. Sadly due to noise restrictions we cannot offer to keep dogs in overnight and staff are not present in the building 24 hours a day.
If your pet does require an overnight stay you can rest assured that your pet will be checked by one of our dedicated veterinary nurses at a set time, who will keep the veterinary surgeon caring for your pet updated with any changes to their condition. Should your pet’s needs necessitate it, the veterinary surgeon will also be available to attend the surgery.
In the event that your pet requires a higher intensity level of care, we are able to arrange for your pet to be hospitalised with the out-of-hour’s service, Vets Now, who have veterinary nurses and veterinary surgeons on site throughout the night. Unfortunately we are not able to offer transport to or from vets now and it will be up to yourselves to transport your pet. We do try our best to accommodate yours and your pet’s needs but sometimes transport is unavoidable.
Out-of-Hours Provision
We have a dedicated out-of-hours Service provided to you, on our behalf, by Vets Now in Farnham. They are available to care for your pet out-of-hours, 365 days of the year, by simply calling 01252 737555.
Vets Now Ltd, Hale Road, Farnham, GU9 9RB
Prescription Medication.
When ordering any medication we do require 24 hours’ notice. For repeat prescriptions, by law your pet requires a veterinary health check every 6 months. A standard consult charge is applied for each re-examination. We can also offer a written prescription for which there is a fee.
Fees
All fees are subject to VAT at the current rate.
Fee levels are determined by the time and skill level required on a case as well as medicines, materials, diets and consumables used.
You are liable for any fees incurred in diagnosis and treatment of your pet. This
also includes if your pet is brought in by a relative, friend or agent on your
behalf.
Methods of Payment
Payment is due at the time of treatment, discharge or at the time of collecting medications or diets. Card payments can be taken over the phone for your convenience.
You can settle your account by
Unpaid fees
If for any reason, you are unable to settle your account at the time of treatment, we ask you to discuss the matter with a staff member before treatment. Any instalments or part payments may be sanctioned with the express permission of the practice principal or practice manager before treatment takes place.
If for any reason your account is not settled in full or a payment is missed an invoice will be sent. Any further invoices sent will incur an admin charge. If the account remains unpaid it will be referred to our debt collection agency and further costs will be incurred.
Insurance Claims
From 1st January 2024, a small £10 admin fee will apply to each insurance claim made (both direct and indirect). Owners will be asked to pay the admin fee at the time of handing in the insurance form / making the claim request. Payment will be taken alongside the insurance excess payment, if applicable.
Estimates
We will happily provide you with a written estimate for the costs of treatment.
Please bear in mind that any estimate given is only an approximation and cannot predict additional costs. Each animal and illness is individual and may not follow a conventional course of treatment. We will however do our best to contact you if we believe the treatment costs are going to exceed your estimate. If you are uncontactable at the time we will treat your pet as we see necessary for pain and
suffering.
Your right to complain
At St Kitts, we strongly hope that the high standards of care and attention that we provide both to our clients and our patients should never leave you with any cause for complaint, and we hope that before you complain formally you will give us a chance to put things right. However if there is something you wish to complain about please address any correspondance to our practice manager: practicemanager@stkittsvet.co.uk
