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Payment

The Hospital is a self-financing institution which is non-profit making. Owners are charged the full economic rate for the treatment and services provided. Estimated costs are fully discussed with owners during the initial consultation (for which there is a fee) and before any treatment is commenced.

Full payment is required at the time of your pet’s discharge from the Hospital. We accept payment by credit or debit cards, cash and guaranteed cheques. You will be asked for a deposit prior to your pet being hospitalised.

Please note that direct insurance claims are only possible in exceptional circumstances and only by prior arrangement with our Accounts team. Unless this is the case, full payment will be required at the time of your pet’s discharge from the Hospital.

Terms of Business

Our commitment to you

  • We aim to provide you with a first class service.
  • We aim to provide your animal with the highest standard of treatment and care.
  • We understand that when your animal is hospitalised, this may be a stressful time and we provide a means for you to have effective communication with the Hospital during their stay.
  • If your animal has been admitted to the Hospital we will provide you with an estimate of costs at the start of treatment and will keep you informed of any changes to this, and will seek your agreement to continue with treatment if the costs are likely to increase.
  • We will endeavour to arrange re-examination appointments at convenient times and dates for you.
  • In the sad event of your animal passing away, we can put you in contact with a bereavement counselling service.

Your commitment to us

  • You are responsible for full settlement of your account, including the initial consultation fee.  Payment is expected at conclusion of treatment at the time your animal is discharged from the Hospital, whether your animal is insured or not. (Please see below if your animal is insured).
  • A deposit of 50% of the estimate will be required from you at the time that your animal is admitted to the Hospital.

Prescriptions

  • Prescriptions are available from this Practice.
  • You may obtain Prescription Only Medicines, Category V, (POM Vs) from your Veterinary Surgeon OR ask for a prescription and obtain these medicines from another Veterinary Surgeon or a Pharmacy.
  • Your Veterinary Surgeon may prescribe POM Vs only 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.
  • 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 every 3 months, but this may vary with individual circumstances.

If your animal is insured and a direct claim has not been arranged in advance with our Accounts team:

  • Payment will be expected in full at the time of collection of your animal
  • It is important that you contact your insurance company prior to your appointment to establish the level of cover remaining on your policy for the condition your animal has.
  • Please bring a valid claim form with you to your first appointment. We aim to process claim forms promptly so that insurance companies are able to reimburse you swiftly.
  • Our report to your referring Veterinary Surgeon may be forwarded to your insurance company at their request.
  • If the insurance company does not pay the claim, you are responsible for the full amount.

If your animal is insured and a direct claim has been agreed by our Accounts team:

  • An administration fee of £25.00 (inc. VAT) will be payable on all direct claims.
  • You will need to contact your insurance company and obtain a valid claim form. Please bring this to your appointment along with your insurance policy documents.
  • You will need to pay the excess at the time of the first consultation.
  • Please ensure that you have an initial claim made with your referring Vet if applicable.
  • You are responsible for liaising with the insurance company about payment.
  • If the insurance company for any reason does not pay part or all of the amount owing, you will be responsible for the account.
  • If a direct claim is not settled within 60 days we will require an alternative method of payment.
  • If you have any queries concerning payments, please don't hesitate to contact us on 01707 666290 between 9:00am and 5:00pm Monday to Friday.

 

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