All fees, diets and drug charges are subject to VAT at the current rate. Fee levels are determined by the time spent on a patient’s case and according to the number of staff members, drugs, materials and consumables used. You will receive a detailed statement for every consultation, investigation, surgical procedure or other transaction with us. No drugs will be dispensed without payment.
Estimates of Treatment Costs
Please find a list of our current routine and out-of hours consultation charges on our website (http://www.eyevetclinic.co.uk/fees). We will routinely provide written estimates prior to performing additional investigations or prior to admission of your pet to the clinic for medical treatment or surgical procedures. We will always endeavour to remain within the limits of the estimate but please keep in mind that any estimate given can only be approximate, as a result of the unpredictable nature of clinical work. The final invoice may be above or below the original estimate, depending upon clinical circumstances. Where possible we will keep clients updated if costs are likely to exceed the original estimate, although in a clinical emergency this may not always be possible.
Methods of Payment
All Accounts are due for settlement at the end of the consultation, the discharge of your pet or upon collection of drugs. You may settle the account using: Cash, Cheque and Credit/Debit Card. Please note that we DO NOT accept American Express cards.
Inability to Pay If for any reason you are unable to settle your account as above, please do discuss this matter prior to the consultation or as soon as possible with the practice manager. Please note that we cannot offer payment in instalments. Please note that any payment terms other than full payment at the time of the service being supplied may ONLY be sanctioned with the express permission of the managing director, Christine Heinrich.
Terms of Business
All payment is required on receipt of our invoice. Any account not settled within 28 days of the due date may be referred to the High Court Enforcement Group. Further charges will be levied in respect of costs incurred in collecting the debt: production of reports, correspondence, court fees, attendance in court, phone calls etc. 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 together with interest on the principal sum.
Pet Insurance and Direct Claims
EVC welcomes patients with pet health insurance. We generally expect you to settle your account with us at the time of treatment and we will help you to re-claim your fees from your insurance company by processing your insurance forms promptly. Please note that we will charge a small fee for this service. Separate arrangements are in place for clients with an RSA insurance (More Th>n, Tesco, M&S and Argos) - please follow the separate link here
On occasions (such as for large elective procedures), you may wish for us to carry out a direct claim from your insurance company. We usually will require a pre-authorisation from your company in this case – which might take up to 72 hours depending on your company. Out-of-Hours it is usually not possible to arrange a pre-authorisations and direct claims are therefore not routinely agreed at this time.
Please contact a member of staff if you wish to discuss the option of a direct claim.
For More information on our insurance policy please click here
Prescriptions are available from this Practice.
You may obtain Prescription Only Medicines Category V, (POM Vs) directly from us as prescribed by the veterinary surgeon in charge of your pet’s care, or you may ask for a written prescription and obtain these medicines from another veterinary surgeon or pharmacy. A prescription may not be appropriate, however, if your animal is an in-patient or if immediate treatment is necessary. Please also note we cannot take responsibility for medications purchased elsewhere. A reasonable charge is made for formulating and supplying a written prescription (please see http://www.eyevetclinic.co.uk/prescriptioncharges for more detail).
We are happy to provide repeat prescriptions for animals under our care according to the patient’s individual treatment plan. The general policy of this practice is to re-assess every patient requiring repeat prescriptions at least on a six-monthly basis but this may vary with individual circumstances. A standard re-examination fee will be charged for the re-assessment.
We kindly request that, wherever possible, you give us 48 hours’ notice for repeat orders of medication. Certain medications may have to be ordered in for the sole treatment of your pet and in these instances we will require payment in full, even if they are not collected or used. We will always inform you, on request, of the price of any medicine that may be prescribed for your pet.
Ownership of records and diagnostic imaging documents
In accordance with the Royal College of Veterinary Surgeons’ guidelines and in the interest of animal welfare and our own protection, case records and diagnostic imaging documents are the property of, and shall be retained by, Eye Veterinary Clinic. In the event of supersession or further referral, copies together with a relevant clinical history will be passed upon request to the veterinary surgeon participating in the care of the patient or taking over the case. A charge may be made for providing copies of diagnostic imaging documents. Photographs obtained during consultation and treatment may be used for scientific publications teaching of veterinary ophthalmology.
Client confidentiality and data protection
The veterinary surgeon/client relationship is founded on trust, and in normal circumstances we will not disclose to any third party any information about a client or their animal either given by the client, or revealed by clinical examination or by post-mortem examination. Permission to pass on confidential information may be express or implied. Express permission may be either verbal or in writing, usually in response to a request. Permission may also be implied from circumstances, for example in the making of a claim under a pet insurance policy, when the insurance company becomes entitled to receive all information relevant to the claim and to seek clarification if required.
The Data Protection Acts 1984 and 1999 give anyone the right to be informed about any personal data relating to themselves on payment of an administration charge. At the request of a client we will provide copies of relevant clinical records, including any clinical records for the animal that have been acquired from another practice. Where any significant expense is involved in providing such copies, a fee will be made chargeable to the client.
Out of Hours Services
Our routine office hours are Monday to Thursday 8.15-17.30 and Friday 8.15-17.00. Outside these hours, we provide an emergency service for patients already under our care and for veterinary surgeons wishing to refer urgent cases that have not yet been seen by us. Any phone calls coming to the practice out-of- hours are directed via a telephone answering service to a Veterinary Ophthalmologist, who will respond as quickly as possible to give telephone advice and arrange, if necessary, an emergency appointment. Consultations and treatments given outside of our normal operating hours will incur additional charges (for more information please see http:\\eyevetclinic.co.uk\fees).
In Patient Care
As a specialist eye clinic, most of our patients are managed on an out-patient basis. However, we have full hospitalisation facilities and can, for patients that require intensive medication & supervision arrange overnight treatment. Ideally, this is done by pre-arrangement with the Eye Veterinary Clinic so that a suitable member of staff can be allocated to stay. For more detailed information please visit http://eyevetclinic.co.uk/inpatients.
Our team at Eye Veterinary Clinic is committed to providing the best possible veterinary ophthalmology referral service to both our referring veterinary surgeons, clients and patients. In this, we hope to be guided by empathy, knowledge, efficacy and passion.
However, even with the best intentions we may on occasions fail to fulfil expectations. In order to know whether we are doing well or not, it is helpful to have feedback so that we can assess the way we manage referring vets, clients and patients and improve our service. We also hope that we will be given a chance to address any concerns – which can hopefully be resolved quickly and amicably. Often, it is easiest if you raise your concerns at the time directly with the member of staff you are dealing with so we can sort any problems then and there. However, if you feel uncomfortable to do this, please ask to speak to the practice manager (Eileen Davies) or the director (Christine Heinrich). You can also phone or e-mail us to voice your concern – please direct such e-mails at email@example.com or firstname.lastname@example.org. Eileen or Christine will be in touch to address your concerns as soon as they are free.
If you are still not satisfied that the problem has been resolved, we suggest that you put your concerns in writing address to ‘The Practice Manager’, Eye Veterinary Clinic, Marlbrook, Leominster, HR6 0PH. Please be aware that if you leave things too long after the event, it may be impossible to investigate the complaint properly; therefore it is always best to alert us to any concerns you may have at the time. To help us to help you, please provide as much detail as possible with regards to dates, times, personnel involved and the nature of the complaint and the outcome you are hoping for. All written complaints will be acknowledged within five working days, detailing the proposed actions, how we will keep you updated and the timescales involved. The time from complaint to resolution can vary depending on the individual circumstances, availability of personnel and complexity of the problem. If we do not succeed in resolving the problem to your satisfaction, you should contact the professional conduct department of the Royal College of Veterinary Surgeons at Belgrave House, 62-64 Horseferry Road, London SW1P 2AF or you can contact the RCVS via their website www.rcvs.org.uk.