TERMS and CONDITIONS of BUSINESS:
Thank you for entrusting the care and attention of your pet to Bourne Practice Ltd. We will aim to provide your animal with the highest standard of veterinary treatment and care.
This section details our Terms and Conditions. Some aspects of the terms may not be relevant to you and we request that you ask for further explanation and clarification if required.
The practice is open 7 days a week.
- 8.30am-7pm Monday – Friday
- 9am-5pm on Saturdays
- 10am- 4pm on Sundays
Consultations are by appointment only except in the case of an emergency when, if possible, a telephone call to let us know you are on your way could be critical so we are expecting you.
If a home visit is required please telephone the surgery to arrange a suitable time.
Out of Hours Pet Care:
All emergencies after office hours are dealt with by Vets Now.
This is an independent service employed by ourselves and several other local practices to provide continuous emergency care for your pets throughout the night, at weekends and bank holidays. It is staffed by vets and nurses experienced in emergency medicine and surgery who work solely for the emergency service. The service is based at Barton Veterinary Hospital, 34 New Dover Road, Canterbury, CT1 3BH.
For all emergencies after office hours, ring our normal number, 01227 832322 and you will hear a recorded message giving you the Vets Now number. The costs for using Vets Now are:
- Out of hours fee;
- before 11pm: £114
- after 11pm: £160
- plus a consultation Fee of £48
Care of In-Patients:
This is dealt with on an individual basis in discussion with the owner. Where continuous veterinary care is required, hospitalised animals may be transported to the emergency service where they can be closely supervised by the emergency vet. If this is the case, we will telephone you first to discuss arrangements.
Staff & practice Policy:
We will endeavour to treat you with courtesy and respect at all times.
We may for marketing purposes request permission to take a picture of your pet and share this on our Social Media.
We do not tolerate any threatening or aggressive behaviour.
We believe it is in your pet’s best interest to follow our advice in keeping your pet healthy.
We ask you to take our advice on preventative health care such as vaccinations, routine flea & worm control and diet.
We will commit to making it easier for owners to follow our advice by offering membership to our Pet Health Plan.
We also ask that you follow our guidance and keep all dogs on a short lead and all cats in properly secured carriers when on our premises. Please make us aware if your pet is nervous or aggressive to other pets or people and please be courteous and respectful to our staff, other clients and their pets.
Complaints and Standards:
Bourne Vets is committed to providing an exceptional standard of service and care and we hope to ensure you never have reason to complain about the standards of service received from us. However, if you feel there is something you are unhappy about, please direct your comments in the
first instance to the practice manager. Any comments that help us to improve our services are always welcome, and we can only continue to offer the service you want if we receive feedback from our clients.
All fees, diets and drug charges are subject to VAT at the current rate. Fee levels are determined by the time spent on a case and according to the drugs, materials, consumables and diets used. The cost of prescription medications will be provided on request. If you prefer to receive a prescription to be filled at a pharmacy, this can be provided, please ask for the current cost of this service. Please note that all patients must be re-examined at least every 6 months before a repeat prescription can be issued, and in some cases more frequently. This is not only in the best interests of your pet, it is a legal requirement. A detailed invoice for every consultation, surgical procedure or transaction with us is available on request.
You are liable for any fees incurred in the investigation, diagnosis and treatment of your pet even if your pet has been brought to us on your behalf by a third party.
Methods of Payment:
Accounts are due for settlement at the end of each consultation, the discharge of your pet or upon collection of drugs/diets. You may settle the account using:
- Cheque (with current banker’s Card)
- Credit/Debit Card- Maestro, Solo, MasterCard, Visa, Delta, Switch and American Express.
Treatments & Procedures:
The paramount consideration of the veterinary surgeon will be to the patient. We will consider the pets’ welfare above all else.
Diagnosis and treatment will be discussed with you and a course of action agreed. It is important to us that you are happy with this action. You have the right to refuse treatment of your pet, unless this leads to a breach of the Animal Rights Act 2006, which states we must prevent suffering and
alleviate pain adequately in an animal under care. Any refusal of treatment will be noted in our records. All the Vets and Registered Veterinary Nurses in our practice are covered by a suitable indemnity policy.
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 estimate given can only be approximate-often a pet’s illness will not follow a conventional course. We will make every effort to discuss any such additional costs whenever
possible, however, there may be circumstances when immediate treatment is required to prevent pain and suffering for your pet and as such we cannot guarantee the estimate will be the total final cost.
Should an account not be settled by the end of the month, then a reminder will be sent . After due notice to you the client, overdue accounts will automatically be referred to our Debt Collection Agency whose charges will be added to and payable with the invoice debt. Any account unpaid, 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 any discounts being removed and the account being restored to the original sum with further charges added in respect of bank charges and
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 directors.
Second Opinions and Specialist Referrals:
Should you feel you would like another opinion on your pet’s condition please ask. We are always happy to arrange a second opinion with another vet or vets within the practice or referral to a specialist.
Case records, including laboratory results, radiographs and similar documents are the property of, and will be retained by, Bourne Veterinary Practice. Copies with a summary of the history will be passed on request to another veterinary surgeon taking over a case, or a referral centre. Case notes may be passed on to Insurance companies on request, as this is a stipulation of your contract with the insurance company.
We will not allow third party access to data without a client’s permission.
Prescriptions are available from this practice. The current charge for a written prescription is displayed in our reception area, or you may ask a member of staff for this information. You may obtain Prescription Only Medicines, category V,(POM Vs) from your veterinary surgeon or ask
permission and obtain these from another veterinary surgeon or pharmacy. Your veterinary surgeon may only subscribe POM V’s for animals under his or her care. A prescription may not be appropriate if your animal is an in-patient or immediate treatment is necessary.
Please give us 24 hours’ notice for repeat prescriptions, as we must have each prescription checked by a vet. Your pet must also be examined by one of our vets at least every 6 months, sometimes more frequently, for us to be able to prescribe drugs on an ongoing basis.
Drugs which have left the premises are no longer fit for resale, therefore, unfortunately we are unable to provide a refund. We are happy to dispose of unused medication on your behalf.
Refusal of Treatment:
The practice reserves the right to refuse treatment of an animal if to do so would be detrimental to the patient, if it would be considered unethical or in breach of RCVS recommendations or if a breakdown of trust has been considered have taken place between you and the practice.
The practice reserves the right to limit treatment of an animal to first aid and immediate relief of pain only if the patient cannot be safely restrained and presents a danger to our staff or our terms of payment have been breached or we have reason to believe that the patient is receiving treatment by
another veterinary surgeon and we have not received a current clinical history.
Responsible Pet Ownership and Pet Health Insurance:
Bourne Veterinary Practice believes in responsible pet ownership. This includes regular appropriate vaccinations and worming for cats and dogs, regular flea control and a permanent means of identification for your pet. Please ask us for advice on the best methods to achieve this. Bourne
Veterinary Practice supports the principle of insuring your pet against unexpected illness or accidents. 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.
We will do our best to process the insurance claims as soon as possible to minimise any inconvenience to you. At the discretion of the practice a claim direct to your insurer may be offered.