Our Commitment To You
We aim to provide a first class service to the best of our ability and provide you and your pet with a high standard of care. Where appropriate we may advise, and with your agreement, refer you and your pet to an appropriate centre for more in-depth investigation and treatment which is not available at our practice.
Fees
All fees are due for payment at the time of the consultation or when your pet is discharged after an in-house procedure. All fees, diet 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. Details of our fees are available on request and a detailed invoice is provided for every consultation, procedure or transaction. Estimates can also be provided on request and will be offered for non-routine procedures.
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 strongly recommend you ask for an estimate prior to any procedures being undertaken.
Complaints & Standards
Whilst we hope that you never have recourse to complain about the standards of service received from our practice, should you feel that there is something you wish to bring to our attention, please contact Mr Jobson in the first instance.
Contacting You/ Data Protection
We understand the importance of protecting your personal information. We may use the contact details you have given us to send you important information relating to your pet including vaccine and treatment reminders and specific informations on health campaigns that may be of interest to your pets, we also produce a practice newsletter which we send to registered clients. In order to send you this information this we may use selected reputable UK based companies Should you wish us not to use these details for such purposes please let us know and we will happily remove them from the list.
We may pass your details or your pets details onto referral practices your pet is attending, to an insurance company with whom you have a policy if requested by them, or to a new veterinary practice should you move or if they will be taking care of your pets in the future, however we will never sell your details onto companies for marketing purposes. Should you have any questions about how your data will be used please contact office@rochfordvets.co.uk.
See our privacy policy for full details.
Variations in Terms and Conditions of Business
No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by Mr Jobson. No agent or person employed by, or under contract with, the practice has the authority to alter or vary these conditions in any way.
Methods Of Payment
We accept cash, credit or debit cards. We do not accept cheques.
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 Mr or Mrs Jobson.
Feedback
We are always pleased to receive feedback on our services whether good or bad, so please do let us know your thoughts so we can continue to improve. We will sometimes send out feedback surveys after an appointment we do appreciate your time filling these in as it helps us improve our services to you.
Ownership of Records, Radiographs and other Documents
The care given to your animal may involve making some 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 and will be retained by us. Case history records, radiographs and similar documents are the property of, and will be retained by us. Copies with a summary of the history will be passed, on request, to another veterinary surgeon taking over the case. We retain the right in certain circumstances to levy a charge for providing copies when additional expense is incurred.
Pet Health Insurance
We strongly support the principle of insuring your pet against unexpected illness or accidents. However, we are not permitted to recommend any one insurance company. Please take your time choosing the correct insurance policy in particular understanding whether the policy covers the animal for lifetime or 12 months from the date of an event – and reading the small print. Please be aware that it is your responsibility to settle your bill with us and then reclaim the fees from your Insurance Company. We are happy to assist you in making a claim and endeavour to send off all completed insurance forms within 10 days of receipt. We do make a small administrative charge to cover the cost of form completion. Please speak to us before cancelling or changing your insurance company.
