Practice Terms & Conditions

These are the terms and conditions of service for the Hyde Park Veterinary Centre. Only the Director of the Hyde Park Veterinary Centre may alter these conditions.

Registration

We ask all new clients to sign a registration form. This confirms that you have received these notes, and that by registering and attending the practice you agree to be bound by them.

Consultations

Consultations are available during opening hours by appointment only.

In an emergency, we will make every attempt to see your pet as soon as possible.

If you are late for an appointment we cannot guarantee to give you the full time originally set aside for you. If you miss an appointment or cancel with less than 24 hours notice, we reserve the right to charge you a fee.

24 hour service

We provide a 24 hour service for you, but out of hours, at nights, weekends and bank holidays, you will be directed to our off-site emergency service. Details are available on our website at www.hydeparkvet.co.uk and on our answerphone service when the office is closed.

Prescriptions and Supply of Medicines

We can only supply veterinary prescription medicines (POM-V’s) to animals that are under our care. This requires them to have been examined regularly by a vet at the clinic. There will be a charge for each re-examination. You may request a written prescription to allow you to obtain POM-V medicines from another veterinary surgeon or pharmacy. There will be a charge for issuing a written prescription.

Certain non-prescription medicines can be supplied after discussion with a veterinary nurse.

Repeat Prescriptions

Please give us at least 24 hours notice by telephone, email or in person to ensure that the medicine is ready for you. Requests made on a Friday may not be available until Monday afternoon.

Medicines consent

Your written consent is required for us to prescribe commonly used medicines that have not been specifically licensed for cats and dogs, medicines that might be potentially dangerous to you or your pet (e.g. some cancer treatment drugs) and medicines for small mammals, birds and reptiles, where few licensed medicines are available.

Returned Medicines

The Medicines Act does not allow us to take back and re-dispense any medicines once they have left the premises. We will dispose of them for you at our expense if we have provided them for you, but we reserve the right to make a charge for the safe disposal of medicines not provided by us.

Ownership of records

Case records, x-rays and similar documents are the property of the Hyde Park Veterinary Centre. We make a charge for carrying out the investigations and interpreting the results, but ownership of the resulting record e.g. an x-ray or ultrasound scan remains the property of the practice. Copies of records with a summary of the history of your pet can be passed to another Veterinary Surgeon on request.

We offer a dog grooming service on site. All enquiries, appointments and changes of appointments for this service are dealt with directly with the groomer, Jessica Smith. All missed grooming appointments incur a ‘no show’ charge of £20.00.

Late collection of animals

If an animal treated at the surgery is not collected by the time the clinic is due to close, we reserve the right to transfer them, at your cost, to the Elizabeth Street Veterinary Clinic until collected.

Fees

A standard consultation fee will be charged each time your pet is examined, to cover the cost of the veterinary surgeon’s and nurse’s time and the use of our facility.

For second opinion and specialist cases, a higher consultation fee may be charged to take into account the additional time involved in reviewing previous documents and records and making any reports required.

All bandage changes, medicines and materials used are chargeable.

All professional fees, medicines, food & shop sales are subject to VAT at the current rate.

Invoices & Estimates

You will be offered a detailed invoice for every consultation, surgical procedure & other transaction with us.

We aim to provide an estimate of the expected costs of any treatment, but please note that any estimate given can only be approximate. We will always try to keep you informed of any significant changes in costs as they arise.

Payment

By registering with this practice you agree to settle all fees due at the time of consultation, on collection of your pet after an operation or hospitalisation & upon collection of medicines, food & shop sales.

Payment may be by cash or credit card/debit card – MasterCard, Visa, Delta, Switch or American Express. On occasion, with prior consent, we will accept payments by cheque and BACS (Bank Automated Credit Service).

Any unpaid fees may be referred to a Debt Collection Agency or the County Courts and any subsequent costs required to secure your payment will be charged to you in full, together with the interest on the outstanding amount.

Any returned cheques, counterfeit cash  or credit card payments not honoured, will result in your account being restored to the original sum together with any fees incurred by the practice.

Instalments or part payments of any accounts may ONLY be accepted with express permission of the clinic Director.

We are able to organise prepayment facilities for planned work, such as bitch spays, so that by the day of the operation the fee is already paid.

Pet Insurance

We strongly recommend that you take out insurance for veterinary fees for your pet. This means that you can choose the very best and most complete course of treatment, including specialist referral if necessary, without having to worry about the cost.

The Financial Services Act does not allow us to give specific advice on individual policies, but we will provide general information in the waiting room for your convenience.

All dog owners should ensure that they have third-party cover as you are legally responsible for the actions of your dog.

Pet Insurance Claims

If your pet is insured, we will still ask you to settle your bill in full at the time of treatment. If you then bring us a completed and signed claim form, we will add the veterinary and invoice information, for you to be reimbursed in accordance with the terms of your policy.

Postage

We can send medicines to you on request. The courier rates for 2017 are:

Under 1kg: £4.96

Over 1kg: £7.96

Same Day Delivery

We can also arrange same day delivery for some items purchased in the Hyde Park Pet Boutique. This service is currently carried out by Addison Lee and all charges incurred are paid by you, either at time of delivery or directly to the boutique.

Contact

We would like to contact you by email, text, telephone or letter to remind you about appointments, your pet’s preventative health care treatments, any marketing initiatives that might be of benefit to you or your pet or to advise you of any outstanding invoices.

If you change your contact details, please always inform us as soon as possible. We cannot accept any liability for any loss, damages or costs which may result from your failure to receive or action any reminder. If you inform us that you do not wish us to contact you, this will severely limit the service we can provide for you.

Feedback

We are always pleased to receive feedback on the service we provide. There is a form on our website www.hydeparkvet.co.uk alternatively please get in touch with our reception team.

Complaints

We hope that you will always feel happy with the service you receive at the Hyde Park Veterinary Centre. However, if you do have a complaint, please contact the Practice Manager, Leah Morley, by email at hydearkvet@aol.com or by post at  the Hyde Park Veterinary Centre, 61-63 Connaught Street, London, W2 2AE.

To help us investigate your complaint, please include the following details:

  • What happened?
  • When did it occur?
  • Who was involved?
  • What would you like the outcome to be?

We will make every effort to find out what happened and what went wrong, report back to you in a timely manner and with your help try to identify what we can do to make sure the problem does not happen again.

Regretfully, we are unable to investigate complaints that have been made more than six months after the event.

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  the practice principal, Andrew Prentis. No agent or person employed by, or under contract with, the practice has the authority to alter or vary these conditions in anyway.