Welcome and thank you for choosing Thameswood Veterinary clinics for your pets care. Please find below our clinic terms and conditions.
Please speak to a member of our team for further explanation or if you have any queries relating to the point below.
Terms of Business and payment
We require full payment at time of treatment or an agreement to deal directly with pet plan insurance. Payments can be made via cash, credit or debit card.
If a payment is not received a 5% surcharge will be applied on any outstanding account.
Any delays of more than seven days will incur further charges and may be passed directly to an external debt collection agency or county court.
Written or verbal estimate are available upon request and we hold a comprehensive price list at reception with our most common prices on our website.
If your pet is admitted a clear estimate will be discussed prior to admission and details provided on your consent form.
If your pet requires ongoing treatment, your vet will advise you how often we need to see your pet to monitor progress and adjust treatment.
Repeat prescriptions are available with 24 hour notice under advice of your veterinary surgeon. We have a full dispensing pharmacy for veterinary prescriptions. Online written prescriptions are also available.
We strongly recommend pet insurance in case of illness or injury. We are only able to offer advice relating to pet plan policy’s and are unable to recommend or offer advice on any other insurance policy or negotiate claims on your behalf. Please be aware that it is your responsibility to settle your account in full and reclaim any fee’s from your insurance company.
Ownership of records
Case records, including but not limited to diagnostic tests and similar documents remain the property of Thameswood Veterinary Clinics, and will be retained by the company. Copies with a summary of history will be passed on by request of another veterinary surgeon upon moving practices.
Ownership of radiographs and similar records
The care given to your pet may involve specific investigation, for examples radiographs or ultrasound. Although a charge is made for performing and interpreting the results the ownership of the resulting records remains with the practice.
Upon registration we request that you provide the practice with personal data. The data requested will only be relevant to the services we provide. From time to time we may approach you about new services or special offers relative to you and your pet. Please note that you details may be passed to external agencies relating to unpaid accounts. We comply with the Data Protection Act and will take reasonable precautions the ensure your data is kept securely , used appropriately and not shared with third parties except as outlined above.
Complaints and standards
We welcome feedback on our services and should they disappoint please talk to our client care managers and they will endeavour to resolve your concerns there and then ensuring they are acknowledged by the practice manager. Further information can also be found in our ‘expressing your views’ leaflet which you will find in your welcome pack.
Emergency cases during surgery hours will be seen immediately. Outside these hours our telephone answering system will give you the number for our dedicated critical and emergency service who have a dedicated team working throughout the night.
Directions and information about this service can be found at www.vets-now.com