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ABOUT YOUR VISIT
OUR FACILITIES
The Davies Veterinary Specialists Building
THE REFERRAL PROCESS
The referral leaflet from Davies Veterinary Specialists

Terms & Conditions

Estimates
Because of the unpredictable nature of clinical work, we cannot guarantee the accuracy of estimates. Estimates are provided as a guide to the likely costs involved. The final invoice may be above or below the original estimate depending upon clinical circumstances. Where possible, we try advise clients when an invoice is becoming significantly greater than the estimate. In a clinical emergency this may not always be immediately possible. In these circumstances, the owner will still be considered liable for costs incurred. If your animal is hospitalised for treatment, please feel free to telephone for daily updates of your account. VAT is included at the prevailing rate.

Insurance
If you have insurance cover for veterinary fees please contact your insurance company and let them know your animal has been referred. If you wish us to complete the veterinary surgeon’s section of the insurance form to enable you to make a claim, please bring it with you when you collect your animal.

Direct Insurance Claims

It is company policy that our fees must be paid in full at the time of collection of your animal. However, in certain circumstances, and after we have contacted your insurance company to establish the existence and scope of any valid policy, we will make an exception on the basis of the following undertakings.

• To pay any excess on the policy at the time of collection together with an administration fee of £30 (£25 + VAT).

• To pay the fees for any second and subsequent visits at the time of such visits, unless those fees exceed £300.  If a subsequent visit is more than 3 months after the first appointment then a new direct claim application may need to be made.

• To produce a signed insurance claim form at the time of collection, such form to indicate that payment should be made direct to us.

• To pay all outstanding fees in full immediately if the insurance company decline to accept the claim in part or in full, or if the insurance company has not made settlement within 45 days of submission of the claim. Please note that the referring veterinary surgeon should promptly submit any claim for treatment or information requested as insurers may not process our claim until this is received. Failure to do so could result in us seeking full settlement from you after 45 days.

Please note that if a direct claim is approved, any treatment must commence within 3 months of that approval.


Payment terms

Payment, in full, will be expected on collection of your animal. Cash and cheques, supported by a current banker’s card to the guarantee limit, major credit/debit cards and Switch are acceptable. Please note we do not accept American Express or Diners Cards.
 
Interim payments
In some cases, where fees are substantial and an animal is likely to remain in the practice for ongoing care, we reserve the right to request an interim payment of costs to date.

Termination of contract
Clients have the right to withdraw their animal from our care at any time, unless this is deemed by the veterinary surgeon to lead to undue suffering.  On so doing the owner will be asked to sign an authorisation for discharge. We request that all charges to date be met at the time of discharge.

Retention of clinical material

At times we may wish to retain surplus clinical samples (body fluids and biopsy material) for use in clinical studies. There will be no additional charge for this.

Emergency procedures
Out of normal working hours a senior veterinary surgeon is on duty and contactable via the normal office telephone number and answering service. This service is primarily for veterinary surgeons who wish to refer a clinical emergency. Clients of the practice who are concerned about their animal after it has been discharged to their care should, in the first instance, seek veterinary attention with the emergency service provided by their primary veterinary surgeon. It is important to take the discharge note with you so that the brief outline of the condition and treatment can be handed to the attending veterinary surgeon.

In-patient care
In-patients are provided with 24 hour care by a team of qualified veterinary nurses and veterinary surgeons who monitor and respond to changes in the patient’s status. Throughout the night a designated shift provides continuity of professional clinical care.

Client confidentiality
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.

Case records including radiographic films, other images and similar documents are the property of, and will be retained by, ourselves in the interests of animal welfare and for our own protection. 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, as there might be, for example, with the provision of copy radiographs, a reasonable charge may be made.

Period of care

Because of prescribing regulations a three month limit has been determined to be an acceptable limit to our ‘period of care’. Beyond that time direct advice or medication can only be given after a re-examination at this practice. We can still advise your primary veterinary surgeon, who may also wish to examine your animal, but we reserve the right to charge for this service.

Complaints
We strive to offer highest standards of patient care and customer service at all times. If you are in any way unhappy with the service provided by Davies Veterinary Specialists, please bring your concerns to the attention of the clinician in charge of your case so that your concerns may be addressed at the earliest opportunity. If serious concerns remain, please address any letters of complaint to the Managing Director. Your letter of complaint will be acknowledged and the matter investigated. Thereafter a written response will be provided.

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 pharmacy. 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.

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