Thank you for entrusting the care and attention of your pet to The Moray Coast Vet Group.
This notice details our Practice Terms and Conditions. Some aspects of the Terms may not be relevant to you and we request that you ask for further explanation/clarification if required.
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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. A detailed list is available for every consultation, surgical procedure or transaction with us. We reserve the right to change prices without prior notice.
PRACTICE HEALTH PLAN
We currently offer a Health Plan overviewed by Easy Direct Debits. It is an excellent way of spreading the annual cost for routine vaccinations, wormer and flea/tick treatments for dogs, cat and rabbits by monthly Direct Debit. Members of this plan also receive 10% off foods brought from the practice, consultation fees, neutering and routine dental work. Should you wish to join, a simple application form can be completed at our reception desk.
PET HEALTH INSURANCE
Moray Coast Vet Group strongly supports the principle of insuring your pet against unexpected illness or accidents. Please be aware that it is your responsibility to settle your accounts and then reclaim the fees from your Insurance Company. An administration fee is charged for the vet to complete the claim form. This includes postage. We encourage clients to be familiar with their policy especially with regard to excess fee and possible exclusions.
24 Hour EMERGENCY COVER
The practice has an on-call vet to deal with emergencies at times when the surgeries are closed. In the event of an emergency, dial the phone number you usually use. Your call will be answered by an out of hours phone service and details will be passed on to the duty vet. Please provide the information requested. The duty vet will arrange to meet you at either our Forres or Nairn branch if they feel the pet requires attention. These branches are equipped to deal with necessary emergency situations. House visits will only be provided if the vet feels the animal’s welfare would be compromised by moving them. It is the owner’s responsibility to provide transport to the practice. Out of hours consultations fees are charged. The vet can provide estimate of costs.
CARE OF IN-PATIENTS
Out of hours, the Practice has a duty vet and registered vet nurse on-call for the care of in-patients. They will assess the patient and make trips in to the practice as they feel necessary with regard to each animal’s individual treatment plan. At times when they are not in the building, patients are viewed via a webcam which is only accessible by our clinical staff.
OWNERSHIP OF RADIOGRAPHS AND SIMILAR RECORDS
The care given to your animal may involve making specific investigations, for example taking radiographs or performing ultrasound scans. Even though we make a charge for carrying out these investigations and interpreting their results, ownership of the resulting record, for example a radiograph, remains with the practice. Copies with a summary of the history will be passed on request to another veterinary surgeon taking over the case. Medical history can be forwarded to Insurance Companies, Referral Practices and new Vet Practices should the need arise. This will not be done without your consent being given.
GENERAL DATA PROTECTION REGULATION (GDPR)
Moray Coast Vet Group is committed to protecting your data and remain transparent in the way it is collected, stored and used.
METHODS OF PAYMENT
Accounts are due for settlement at the end of the consultation, the discharge of your pet or upon collection of drugs/diets. You may settle the account using:
CASH, CHEQUE with current banker card, CREDIT/DEBIT CARD Switch, Solo, Mastercard, Visa, Delta
ESTIMATES OF TREAMENT 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.
Should the need to send an account arise and the account is not settled within 30 days then a reminder will be sent, further charges may be incurred. In the event of non-payment, after due notice to you the client, overdue accounts will be referred to our Debt Collection Agency and further charges will be levied in respect of costs incurred in collecting the debt. 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 account being restored to the original sum with further charges added in respect of bank charges and administrative costs.
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 practice manager.
REQUESTING 2nd OPINIONS OR A PARTICULAR VET
Please do not feel embarrassed if you prefer to seek a 2nd opinion from another of our vets. Our reception staff or Nurses can advise you. Also, if you prefer to see a particular vet, please ask. You will not cause offence by requesting either. We understand that visits to the vet can be an emotional time and seeing a vet you are familiar with can ease the stress. This may not be possible if your pet requires attention out of hours.
COMPLAINTS AND STANDARDS
We hope that you never have recourse to complain about the standards of service received from Moray Coast Vet Group. 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. Requests to see particular vets or a second opinion from another of our vets can be arranged.
In the event of a wild animal requiring veterinary attention, the SSPCA must be phoned by the member of public who found it. The Practice can only provide treatment on the instruction of the SSPCA.
No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by one of the Directors or practice manager. No agent or person employed by, or under contract with, the practice has the authority to alter these conditions in any way.
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