Boroughbridge Vets will endeavour to:

• Uphold the highest standards of client and patient care, complying with the Royal College of Veterinary Surgeons’ Code of Conduct and other relevant authorities
• Provide an exemplary service at all times
• Inform you of any delays to your appointment time and liaise with you regarding any changes to our schedule (this is often outwith our control and due to the unpredictability of veterinary medicine)
• Provide you with an estimate of anticipated costs, upon request, before commencing with any treatment
• Maintain client confidentiality
• Provide written prescriptions on request (see note below)
• Respond to any concerns and queries promptly

As a client of Boroughbridge Vets, you agree to:

• Always treat our team with courtesy and respect
• Bring your cat in an appropriate and secure carrier
• Ensure your dog is always on a lead and under control
• Help us to make your pet’s visit to the surgery as stress-free as possible
• Settle all outstanding balances at the time of treatment (see note below)

We will not tolerate any verbal or physical abuse towards our team. Failure to adhere to this will result in us withdrawing our services immediately and permanently

Out of Hours provision

Our opening hours can be found on our website and are subject to change. Outwith these hours, please use Swift Referrals, located at Thorpe Arch, near Wetherby OR Medivet 24 Hour Thirsk, based at Skeldale Veterinary Centre, Lumley Close, Thirsk. They are both dedicated emergency facilities that can give advice over the phone or see your pet at any time that we are closed.

If you need our Out of Hours provision, please phone our normal telephone number and there will be recorded instructions to help you get the help needed.

Missed appointments

We reserve the right to charge for any missed appointments. We may request a non-refundable deposit at the time of booking.

Written prescriptions

Written prescriptions can be provided for most medications, provided we have seen your pet recently. Please be aware that, legally, controlled drug prescriptions are limited to 28 days. Most other medication prescriptions are for 3 months.

We require 48 hours’ notice to process your pet’s prescription. If buying from an online pharmacy, we will require an order number and email address to send the prescription directly to the pharmacy. Where they need a hard copy, please provide us with a mailing address.

Regular examinations are required for us to provide a written prescription. The interval of these examinations will be determined on a clinical basis by the veterinary surgeon responsible for your pet’s care. This will incur a reduced consultation fee.

Data protection/ownership of records

We are required, under the Data Protection Act 1988, to keep your personal information for accounting and record purposes. We will never divulge your personal details to other agencies, with the exception of debt collection agencies.

Your details will be used to contact you with relevant information for your pet(s) and to discuss ongoing treatment and test results.

Clinical records and diagnostic images remain the property of Boroughbridge Vets Ltd. Copies can be sent to another veterinary practice, at your request.

Social Media

Whilst we recognise that social media is a great platform for sharing and can be very effective for airing grievances, we respectfully ask that, in the first instance, you approach the practice to discuss your concerns with us. We will endeavour to resolve any issues.

We reserve the right to withdraw our veterinary services and ask you to seek alternative veterinary provision if we feel that our mutual trust has been compromised.

Fees and settlement of costs

We request that all fees are settled at the time of treatment. If the anticipated costs are beyond your budget, please discuss this with one of our team prior to the commencement of treatment. We will endeavour to work with you to achieve the best care for your pet within your budget.

Insurance

We strongly recommend insuring your pet. Please note that any contract of insurance is between you and your insurer. It is your responsibility to ensure you have the appropriate policy for your pet.

There are many different policy types, offering a wide range of cover. Whilst we cannot make any specific recommendations regarding insurance, we are happy to discuss your options. Please ask for further clarification.

We will strive to complete all claim forms promptly. Please bear in mind some insurers pay out quicker than others.

We charge a small fee to cover administration costs for submitting claims. This fee varies depending on the claim type.

We may be able to offer a direct claim from your insurance company. This is at the discretion of the practice directors and is subject to conditions. If authorised, the administration fee and your excess will need to be paid in full at the time of treatment. If any, or part of your claim is rejected, the full balance is payable immediately.

Telephone call recording

Please note that all calls may be recorded for monitoring and training purposes. By agreeing to our Terms and Conditions, you confirm your acceptance of this. Any payment details disclosed over the phone will be taken on a separate secure line but not recorded.