Magnolia House Veterinary Clinic

103 Staveley Gardens
Chiswick, GB W4 2SE

(783)567-7857

magnoliavets.co.uk

TERMS AND CONDITIONS

Thank you for entrusting the care and attention of your pets to Magnolia House Veterinary Clinic. This document details the terms and conditions of our practice. Some aspects of the Terms may not be relevant to you and we suggest that you ask for further explanation or clarification if required.


Consultations

Consultations are:

- by appointment, and are available 9am-10am and 4pm-6pm Monday through Friday AND

- during open surgery, and open surgery is held 10am-11am and 6pm-7pm Monday though Friday, and 9am-11am on Saturdays

Consultations may be available at other times of day by prior arrangement. Emergencies will be attended to as soon as possible, and may occasionally result in a delay in appointments. If your pet needs to be seen but you have not made an appointment, you may need to wait, but we shall do our best to fit you in as quickly as we can. 

Emergencies

If you have an emergency during our clinic opening hours come in immediately, and whenever possible telephone us to let us know you’re coming in. We do not charge extra fees for emergencies.

For emergencies outside our clinic opening hours please contact  our emergency service provider, Vets Now Bournemouth, on 01202 859 933. If you call our clinic out of hours, the answering machine message will also give you this number.

Vets Now are an emergency-only service based in the PDSA hospital, 70 Castle Lane West, Moordown, Bournemouth BH9 3JU. The clinic is fully equipped and staffed to deal with any emergency.

Hospitalised patients

We do not have staff on premises outside of our opening hours. However, we are able to check on hospitalised patients several times through the night and on weekends, to administer any necessary medications, to provide food and water, and to ensure their kennels are clean and comfortable.

If your hospitalised pet is in critical, life-threatening, or otherwise serious condition, we strongly recommend that you transfer your pet to Vets Now Bournemouth for overnight and/or weekend care (you will need to transfer your pet back to us on the morning of the following working day as Vets Now are closed during daytime hours).

If your hospitalised pet is stable, you may choose to leave him/her in our care overnight (accepting our limitations on out of hours care as above), or you may still choose to transfer him/her to Vets Now for more continuous monitoring.

Fees

All fees, diets and drug charges are available on request and are subject to VAT at the current rate. Fee levels are determined by the level of expertise and time spent on a case and according to drugs, consumables, diets, and materials used. At the time of payment, you will be presented an itemised fee invoice for every consultation, medication/diet, procedure or treatment we have provided you with.

Estimates

We can provide a written estimate for any investigations or treatments at your request. Please note that - although we make every effort to be as accurate as possible - any estimate is an approximation and costs may vary as often a pet’s illness does not follow the expected or conventional course. 

Methods of payment

Payment is required at the time of completion of consultation, collection of ordered medications/diets, or, in the case of hospitalised patients, at the time of discharge of your pet from our clinic.

You may settle your account using cash, cheques, or debit/credit cards (Visa, Mastercard, Switch, Delta). We do not accept American Express cards. 

Inability to pay

If for any reason you are unable to settle your account as specified, or meet the costs of a given estimate, we ask you to discuss the matter with one of the practice owners as soon as possible. Please note that part payments or instalments will only be allowed in rare circumstances and only with express permission of one of the practice owners. 

Settlement terms

Should an account not be settled at the time of service for some reason, a reminder will be sent and payment expected within 7 days. Should it be necessary for further reminders to be sent, administration charges may be incurred. After due notice unpaid accounts will be referred to our debt collection agency and further charges, such as for the production of reports, correspondence, court fees, attendance at court and phone calls will be levied in respect of costs incurred in collecting the debt. Any cheque or credit/debit card transaction not honoured or any cash tendered that is found to be counterfeit will result in the account being restored to the original sum with further charges added to cover bank charges and administrative costs together with interest on the principal sum.

Prescriptions

Repeat prescription requests may be made in person, by telephone, or by email. Please allow 2 working days for your prescription request to be filled. If for any reason we cannot fill the prescription request, we shall endeavour to contact you within 24h of the request being made. 

The general policy of our practice is to re-examine any pet requiring repeat prescriptions every 3 months, but this may vary with individual circumstances. This is in the best interests of your pet as it allows us to monitor their condition closely and make any treatment adjustments in a timely fashion. It is also a legal guideline. We charge a reduced consultation fee for these exams.

You may obtain veterinary medications from us OR ask for a prescription and obtain these medications from another veterinary surgeon or pharmacy. Your veterinary surgeon may prescribe relevant veterinary medications only following a clinical assessment of an animal under his/her care. A prescription may not be appropriate if your pet is an in-patient or if immediate treatment is necessary. A fee will be charged for a written prescription.

You will be informed on request of the price of any medicine that may be prescribed for your pet.

Returning unused medications

We aim not to prescribe a greater amount of medication than your pet requires for a course of treatment, however there may be circumstances where you are left with unused medication. If you wish to return any unused medication to the practice, we can dispose of it for you, but we are unable to issue a refund as once medication leaves our practice premises it is no longer fit for re-sale. Returned medication cannot be dispensed to another client even if you never opened the packaging.

Consent

We shall obtain your informed verbal or written consent for any investigation or procedure we carry out, or for any off-licence medication prescription.

Occasionally we may need to treat your pet using off-licence medication, which is human medication not authorised for veterinary use. This is necessary when there is no equivalent authorised veterinary medication. We shall always discuss risks and benefits of such medication with you, and shall whenever possible choose human medications which have a proven clinical track record of safety and efficacy in veterinary species. 

If your pet is on our premises and you are not present (for example if your pet is hospitalised or has been dropped off for surgery), and requires urgent or life-saving treatment, and we cannot contact you immediately (or attempting to contact you would result in a delay which would compromise the well-being of your pet), we shall not delay in administering such treatment. 

Ownership of clinical records

Your pet’s clinical records including case notes, laboratory results, radiographs and similar documents are the property of Magnolia House Veterinary Clinic and will be kept under the terms of the Data Protection Act 1998. Copies of clinical records will be given on request to another veterinary surgeon taking over your pet’s care, as for example in the case of a specialist referral. Clinical notes may also be given to insurance companies on request, as this is part of your contract with the insurance company.

Ownership of radiographs and similar records

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 or an ultrasound image, remains with the practice.

Pet insurance

Magnolia House Veterinary Clinic strongly supports the principle of insuring your pet against unexpected illness or accidents. 

Due to legal restrictions and current FCA guidelines, we are not able to make recommendations as to which insurance policy is best for your pet. However, we can advise you to read the fine print carefully, ask about any exclusions to the policy, and consider whether you want lifetime cover for any long-term condition. 

Any insurance policy you take out is a contract between yourself and the insurance company, completely independent of us. Because of this, we do not accept direct payments to ourselves from any insurance company, and even for insured pets we still expect you to settle your account in full and claim the funds back from the insurance company yourself.

We shall help you complete your insurance forms with all possible speed - once you have signed the claim form, we shall complete and submit your insurance claim to the insurance company within 5 working days. We do not charge a fee for completing insurance claim forms.

Waiting room policy

For the safety of all animals in our care, we require that all recommended vaccinations be up to date. Even though we make every effort to make our patients feel comfortable during visits, they may be a little uneasy about new people, new surroundings and other pets. This is one of the reasons we ask you to restrain your pet. We recommend that dogs be placed on a leash, and cats and exotics  in carriers, before entering the waiting room.

Politeness policy

We shall treat all our clients with honesty, politeness, and respect at all times, and ask the same of you in return. Any verbal or physical abuse, including yelling, towards any of our staff members will not be tolerated. If such a situation should occur, we reserve the right to ask the client in question to leave the practice premises immediately, to suspend all future veterinary services to that client, or to raise a police complaint if the situation warrants.

Standards

Magnolia House Veterinary Surgery provides veterinary services in accordance with the Royal College of Veterinary Surgeons Guide to Professional Conduct for veterinary surgeons and veterinary nurses. The guide is available on the RCVS website if you require further information.

Complaints

We hope that you never have recourse to complain about the standards of service you have received from Magnolia House Veterinary Clinic. However, if you feel that there is something you are unhappy about, please direct your complaint to one of the practice owners, either Dalya Livy or Stan Livy. 

We always aim to provide the highest possible standard of care, so any feedback that helps us to improve our services and meet your expectations better is always welcome. 

Variations in terms of trading

No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by one of the practice owners. Additionally, no agent or person employed by, or under contract with the practice has the authority to alter or vary these terms and conditions in any way.