The following information details our Practice Terms and Conditions. Some aspects of the terms may not be relevant to you, please ask for further clarification if required.
Out of hours emergency service
If we are closed and in an emergency situation, please contact our Out of Hours provider Chestergates Veterinary Specialists, Units E&F, Telford Court, Gates Lane, Chester, Cheshire CH1 6LT. Telephone 01244 853823 or email info@chestergates.org.uk
The initial cost of consultation* is £114.05 between 6am- 11pm; £190.51 between 11pm – 6am; Bank holidays £152.89
(* Correct at the time of printing)
In patients procedure
Your pet will be regularly monitored by a Registered Veterinary nurse (under supervision of a vet) or a vet to check their clinical signs and progress, their temperature, warmth and comfort and food/water.
Complaints policy
We hope to ensure you never have recourse to complain about the standards of service received from us. However, if you feel that there is something you wish to raise, please direct your comments within 28 days in writing, to Barnhouse Veterinary Surgery, I Tarvin Road, Littleton, Chester CH3 7DD. An acknowledgement will be sent by return and then a period will elapse while the case is investigated and reports collated from those staff involved. A reply in writing will follow, usually within 28 days although the period may be longer if the Practice Manager of staff involved are temporarily unavailable or delayed. We will not tolerate any aggressive, or abusive behaviour to any staff member, at any time. Any client behaving in such a way will be asked to leave the premises immediately and will then be notified in writing that they must find alternative veterinary cover.
Surgery opening times & consulting hours
Our opening hours
Monday-Wednesday and Friday 8.30am – 7.00pm
Thursday 8.30am -6.30pm
Saturday 9.00am – 12 Noon
Sunday 11.00am – 1.00pm
Our consulting hours
Monday-Wednesday and Friday 9.00am – 1.00pm; 2.30pm – 5.00pm; 5.30pm- 7.00pm
Thursday 9.00am – 1.00pm; 2.30pm – 5.00pm; 5.30pm- 6.30pm
Saturday 9.00am – 12 Noon
Sunday 11.00am – 1.00pm
Fee structure
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. You will receive a detailed fee note for every consultation, surgical procedure or transaction with us.
Referrals
In certain cases and for specialist treatment we will refer your pet/s to a specialist centre. The vet will determine which provider will be most suited, on a case by case basis and will initially correspond with the relevant centre regarding the referral. The referral centre will then contact yourselves to arrange a suitable appointment date and time.
Second opinions
You are entitled to seek a second opinion from another Veterinary practice, about your pet/s condition if you so wish. In this instance we will send your pets history over to this Veterinary practice.
We will also accept clients who wish to seek a second opinion from us about a case, when they are currently registered at another Veterinary practice. In this instance, we will contact your current vets to obtain your full pets history.
Ownership of records, x rays and other documents
Clinical and client records (including diagnostic images and similar records) are the property of and should be retained by, veterinary surgeons in the interests of animal welfare and for their own protection. However at the request of a client, the practice will provide copies of any relevant clinical and client records, to the client.
Although clients do not own their clinical records, they have the right to access information about themselves under data protection legislation . To clarify, the GDPR relates to personal data – data about an individual person not an animal.
Copies of a pets history will be passed on to another Veterinary Surgeon taking over the case, on request.
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
- CREDIT/DEBIT CARD
- ON LINE PAYMENT VIA AN EMAIL OR TEXT LINK
Estimates of treatment 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. We will update you on ongoing costs and advise you when our fees reach or exceed the estimate total.
Terms of business
For any Accounts not settled within 21 days, a reminder will be sent out with an additional accounting fee in respect of administrative costs incurred. After 28 days, 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: production of reports, correspondence, court fees, attendance at court, phone 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.
Pet health insurance
Barnhouse Veterinary Surgery strongly supports the principle of insuring your pet against unexpected illness or accidents. Please ask for details about insurance from any member of staff. Please be aware that it is your responsibility to settle our account and then reclaim the fees from your Insurance Company.