Spring Lodge Veterinary Group in Essex | 24hr Emergency Service

Standard Terms of Business for Spring Lodge Veterinary Hospital

Thank you for entrusting the care and attention of your pet to the Spring Lodge Veterinary Hospital. This document details our Practice Terms and Conditions. Some aspects of the Terms may not be relevant to you and we request that you ask for further explanation/clarification if required.

Fees

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. Our written fee list is available on request. We offer a detailed fee note for every consultation, surgical procedure or transaction with us. Please ask if this is not given to you in the first instance.

Methods of Payment

Accounts are due for settlement at the end of the consultation, upon discharge of your pet or upon collection of drugs/diets. You may settle the account using:

CASH or CREDIT CARD: Switch, Solo, MasterCard, Visa, and Delta.

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.

Settlement Terms

Should an account not be settled within 14 days, then a reminder will be sent with an additional accounting fee in respect of administrative costs incurred. Should it be necessary for further reminders to be sent, further charges will be incurred. These, however, may be deducted if payment is made promptly.

After due notice to you, the client, 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: such as production of reports, correspondence, court fees, attendance in court, phone calls, home visits etc. 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.

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.

Pet Health Insurance

Spring Lodge Veterinary Hospital strongly supports the principle of insuring your pet against unexpected illness or accidents.  We are an appointed representative for Pet Plan insurance and all Spring Lodge staff have undergone training to equip them with the skills and knowledge to be able to advise you on Pet plan pet insurance policies and to help you choose the right one for you and your pet.  We are also able to issue immediate Veterinary Cover notes, to provide immediate cover for your pet for four weeks from the date of issue with no obligation. These can be issued at a health check and are applicable to puppies, kittens and rabbits between the age of 6 weeks and one year.

Please be aware that it is your responsibility to settle your account and reclaim the fees from your insurance company.

Out of Hours Emergency care

Vets Now Ltd, a separate company working from within our Witham hospital, provides the out of hours emergency care for all of our clinics.  They provide dedicated veterinary care, much the same as an A&E department and are available for emergency assistance and advice from within our Witham Hospital.  This means that if your pet needs hospitalising overnight, they will not have to be transported to another clinic until they are discharged.  By signing this form you give consent for Vets Now ltd to access your clinical records.  Please contact Vets Now Ltd directly for their current consultation / fees.

Complaints and Standards

We hope that you never have recourse to complain about the standards of service received from the Spring Lodge group. However, if you feel that there is something you wish to complain about, please direct your comments to The Practice Manager.

Ownership of 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 remains with the practice.

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

Privacy Policy

Your privacy is important to us and we take our responsibility regarding security of your personal information very seriously. If you would like to find our more please read our Privacy Policy, which can be found our website at springlodgevet.co.uk/privacy-policy/ or if you would prefer this printed out for you please ask a member of our team.

Prescriptions are available upon request

You may obtain Prescription Only Medicines, Category V (POM Vs) from your Veterinary Surgeon OR ask for a prescription and obtain these medicines from another Veterinary Surgeon or pharmacy. Charges for written prescriptions apply, and covers, amongst other things, the cost of the Veterinary Surgeon’s time to check your pet’s clinical records, to confirm that medication requested is still appropriate for your pet, and issue the prescription.

Your Veterinary Surgeon may prescribe POM Vs only for animal under his or her care.

A prescription may not be appropriate if your animal is an in-patient or immediate treatment is necessary.

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

The general policy of this practice is to re-assess an animal requiring repeat prescriptions every 6 months, but this may vary with individual circumstances.

Opening Times

The Witham hospital is open from 8.00 am – 8.00 pm, Monday to Thursday and Friday from 8.00 am – 7.00 pm.

Branch clinics at Tiptree, Braintree, Chelmsford and Ingatestone are open between 8.30 am – 6.30 pm, Monday to Friday.

Saturday consultation session:

Witham 9.00 am – 2.00 pm.  Tiptree 9.00 am – 11.00 am.  Great Notley 12.00 pm – 2.00 pm.

Beaulieu Square 9.00 am – 12.30 pm.  Broomfield Road – closed Saturdays.  Ingatestone 9.00 am – 10.30 am.

Additionally from 2- 5.30 pm on Saturdays, 8.00 am – 5.30 pm on Sundays and all bank holidays a member of the Spring Lodge team is available for emergency advice and treatment.

All consultations are by appointment.