Terms of Business
Welcome to our practice and thank you for entrusting the care of your animals to us. We aim to treat all our patients as if they were our own and provide them with the best possible medical care. We strive to maintain both a professional and caring environment, enabling us to offer our clients a high quality service. These conditions, unless otherwise agreed in writing, set out the terms of business upon which we, Endell Veterinary Group, will provide veterinary treatment for your animal. Some aspects of our Practice Terms and Conditions may not be relevant to you as we look after pets, farm animals and horses, so we ask that you read this information carefully and, if you require further explanation or clarification on any point, telephone our Business Support Manager on 01722 333291 between 9am and 1pm, Monday to Thursday.
Fees and Payment
All fees are subject to VAT at the current rate. Fee levels are determined by the length of time spent on a case as well as the drugs, materials, consumables and diets used. A fee is charged in most instances for re-checks/second consultations. Our written fee list is available on request. You can request a detailed invoice for every consultation, surgical procedure or transaction with us.
Methods of Payment
If you have an authorised credit account with us, you must pay us in accordance with the terms which we have agreed with you. If you do not have an authorised credit account with us you must settle your bill at the end of the consultation, the discharge of your pet or upon collection of drugs/diets. We accept cash, cheques with a current banker's card and most debit/credit cards. In certain circumstances we may ask to you pay in advance or pay a deposit before we start treatment
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 the Business Support Manager. Please note that instalments or part payments of any account may only be sanctioned with the express permission of a Director or the Business Support Manager.
With any account not settled in accordance with our usual methods of payment (see above), a reminder will be sent to you, which may include an additional accounting fee in respect of administrative costs incurred. Should it be necessary for further reminders to be sent, further charges may be incurred. These, however, may be deducted if payment is made promptly. After due notice to you the client, overdue accounts will be referred to the County Courts and further charges will be levied in respect of costs incurred in collecting the debt: production of reports, correspondence, court fees, attendance at court, telephone calls, home visits, etc. 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 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.
Estimates of Costs
We aim to provide estimates as to the probable costs of procedures and treatments wherever reasonably possible. Please bear in mind that any estimate given can only be approximate - often a pet's illness will not follow a typical course and it is therefore impossible to give a fixed quotation. It is best to leave a contact number so that we can endeavour to contact you if a procedure looks likely to significantly exceed an estimate.
However, if we cannot contact you quickly we will complete the treatment in the way in which we judge is necessary to protect the welfare of the patient. Please ask if you require a written estimate.
Consultations are by appointment only. Appointments are available between 8.30am and 6pm Monday and Friday and 8.30am to 10.30am on Saturdays. Emergency appointments can be made at short notice and will take precedence over routine appointments.
Out of Hours
We strive to provide a high level of care to our clients and their pets out of hours. To enable the vets to continue providing this high level of care in a sustainable manner, we now use a dedicated out of hours emergency service run by Vets Now, but still located here at Endell Veterinary Group, 49 Endless Street, Salisbury. This means that vets are available who only work nights, weekends and Bank Holidays so that we can continue to provide the best possible service out of hours.
To access this service if you require assistance outside of normal working hours, all you need to do is telephone our usual number - 01722-333291, just as you always have done.
Vets Now operates between the hours of:-
- Monday 6pm to Tuesday 8.30am
- Tuesday 6pm to Wednesday 8.30am
- Wednesday 6pm to Thursday 8.30am
- Thursday 6pm to Friday 8.30am
- Friday 6pm to Saturday 8.30am
- Saturday 12pm to Monday 8.30am
- And all Public Holidays
Patients hospitalised overnight and on weekends and Bank Holidays will have veterinary care during these hours in accordance with their current health status. Between 6pm and 7.30am on weekdays (and slightly longer at weekends and Bank Holidays), Endell Veterinary Group's nurses and vets are not normally in the building, but staff from our dedicated out of hours service (Vets Now) will be available on-site to monitor your pet if required. If an animal is critically ill then the Vets Now duty vet and nurse can take over the care of such patients to monitor them (additional charges will apply).
We are able to provide house visits if required. These will be by arrangement only and we will try to be as accommodating as possible. However priority is usually given to any in-patients or cases at the surgery.
Please be aware in the event of an emergency, that we consider in most circumstances that it is in the best interests of injured or sick animal to be seen at the practice rather than at home in order to provide effective and rapid treatment of the patient.
House visits will incur an additional fee dependant on the time of day.
Repeat Examinations for Ongoing Medications
With the exception of a few simple problems, it is practice policy that any animal with an ongoing illness is reassessed by a vet at intervals of not more than six months. Regular monitoring of these cases ensures that we comply with the appropriate medicine's legislation and that best responses to treatment are achieved. We will not supply repeat prescriptions for chronic disease problems unless your pet has been seen by one of our vets within the last six months. A reduced price consultation fee is charged under these circumstances. When contacting us to order repeat medications, we request that you give us a minimum of 48 hours' notice (excluding weekends and Bank Holidays) before anticipated collection time.
We are of course happy to provide our clients with a written prescription where necessary for any medications their pet may require. Currently we provide this service to our clients at a cost of £15 for the first item requested and £7.50 for each additional item. This fee is a reflection of the time taken for our staff to assess and prepare your prescription.
Please note that this does not apply to drugs supplied in an emergency or during anaesthesia.
Unused Medications and Products
We regret that we are unable to provide refunds on unused products unless they are specifically guaranteed by the manufacturer. We are happy to accept returns for safe disposal, but some items may incur a disposal fee.
Pet Health Insurance
We strongly support the principle of insuring your pet against unexpected illness or accidents. Unfortunately, under the Financial Services Act, we are unable to offer specific recommendations as to particular insurance policies, but would strongly recommend a policy that offers cover for life. However, please ask for general 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. Please also note that we do not conduct any treatment or procedure subject to the costs being covered by your insurance company.
An administration fee is charged for completion of insurance claim forms.
Pet Health Plans
We offer Pet Health Plans, which are an all-round package offering preventive care and health checks for cats and dogs. They offer aspects of pet care that are not usually included within insurance plans, meaning that they can work well as a stand-alone product or combined with pet insurance.
We endeavour to accommodate all persons wishing to visit our practice. Should you have any concerns about the accessibility of the practice, please contact our Practice Manager.
We are a PDSA PetAid practice. To be eligible to receive help from this charity towards the treatment of an ill pet, you need to live within a defined catchment area (for the Salisbury area this means you must have an SP1 or SP2 postcode) and you must be receiving financial help with your housing costs through either Housing Benefit or Council Tax Benefit. One in five UK households is eligible for help by PDSA. For further information, please speak to our Business Support Manager.
Ownership of Records
Case records and similar documents are the property of, and shall be retained by, the practice. We make a charge for carrying out investigations and interpreting the results but the ownership of the resulting record, for example an x-ray film, remains with the practice. Copies with a summary of the history will be passed on request to another veterinary surgeon taking over the case. We make no charge for this service.
Should your pet not be collected from our practice premises at the appropriate time as intimated by the veterinary surgeon then that pet may be considered to be abandoned and will become the property of Endell Veterinary Group and may then be re-homed in order to prevent the situation arising which necessitates the pet having to be humanely destroyed. We will give you seven days’ written notice before we do so and you will be liable to pay our charges for looking after the animal whilst it is in our care and for the costs involved in disposing of it.
We promise to only use client information for the purpose of providing veterinary services or marketing our services to your animals. We will not intentionally pass any details on to third parties without your express permission unless specifically requested to do so by a veterinary surgeon taking over a case or to fulfil professional obligations or for animal welfare considerations. We will endeavour to maintain your correct details on our databases and you, the client, will provide us with correct and updated personal information to allow us to provide services to you to include your name and contact details, animal details and details of any veterinary surgeon who has previously looked after your animals.
Warranties and Liability
We will treat your animal with the skill and care to which you are entitled to expect, but please appreciate that we cannot guarantee the success of any particular treatment and you must accept the risk that your animal may not fully recover or may die. Any animal you leave in our care will be cared for in accordance with your reasonable written instructions and in the absence of any such instructions at our discretion.
Complaints and Standards
We hope that you never feel the need to complain about the standards of service received from us. However, if you feel that there is something you wish to complain about, please direct your comments in the first instance to the Practice Manager.
We endeavour to send reminders to our clients to alert them when vaccinations and certain parasite treatments are due. This is a courtesy service and we cannot guarantee that clients will receive reminders at all times. We would like to remind clients that arranging appropriate healthcare appointments for their pets is their responsibility.
These terms of business do not affect your statutory rights.
Endell Veterinary Group Partnership
Current list of Partners, as of March 2016:
K L Cutler BSc BVSc DipECBHM MRCVS
S L Cutler BVSc MRCVS
R D Parker MA VetMB CertEP CertES(Orth) MRCVS
MA E Milstein MA VetMB CertES (Orth) MRCVS
J A Willshire BVSc DCHP MRCVS
No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by a Partner or the Practice Manager. No other agent or person employed by, or under contract with, the practice has the authority to alter or vary these conditions in any way.
Endell Veterinary Group
49 Endless Street