Please note the following terms and conditions for Bush House Veterinary Group came into effect from October 1st 2017.
Booking an Appointment
Appointments are available at all branches at various times throughout the days. If you would like to book an appointment with a vet please phone any of the four branches to discuss the matter and a convenient time, visit a branch, or use our online booking system under ‘Online Booking’.
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 and materials used. A member of staff will be happy to discuss any queries you may have. You will be presented an itemised fee invoice for every consultation, surgical procedure or transaction with us at the time of payment.
Estimates of Treatment Costs
On request we can provide you with an estimate as to the probable cost of a course of treatment or surgical procedure. Please bear in mind that any estimate given can only be approximate and additional costs, which cannot be predicted at the outset, may occur as treatment progresses. We will make every effort to discuss any such additional costs whenever possible.
Payment is due at the time of treatment or discharge unless alternative arrangements have been agreed in advance; should an account not be settled a reminder will be sent. 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.
Inability to Pay
If for any reason you are unable to settle your account as specified, we ask you to discuss the matter with a member of staff as soon as possible and before treatment takes place. We do offer a 0% finance part payment option for payments over £250 with Finance 4 Vetcare; please ask in branch for further details. Otherwise for lesser amounts, please note that part payment of any account may only be sanctioned with the express permission of the Practice Manager. Emergency treatment to alleviate suffering will always be given irrespective of ability to pay.
Methods of Payment
Accounts are due for settlement at the end of the consultation, the discharge of your pet or upon collection of drugs and/or diets. You may settle your accounts using cash, credit/debit cards or cheque with a valid cheque guarantee card up to the value on the card. You may also wish to make a direct bank transfer; please call the Ffairfach branch (01558 822254) for and ask for our Accounts or Practice Manager. The accounts of hospitalised cases should be paid up to date when the balance reaches £500.
Ownership of Records
The care given to your pet may involve undertaking some specific investigations, for example taking radiographs. The ownership of the resulting radiographs and all other records will remain at all times with the practice as part of your complete and comprehensive records. Charges made for x-rays are for the interpretation of them. If required, we can arrange to have copies of x-rays made but this would be at your expense.
Radiographs and copies of all laboratory results, with a summary of the history will be passed on, by request, to another Veterinary Surgeon should the need arise. You may view your pet’s clinical notes on request by appointment only. Please note it is your responsibility to provide us with accurate contact details.
Simply Health Pet Health Plan
Simply Health pet health plan is a scheme we offer to make responsible pet ownership simple and affordable. It is not pet insurance, however it includes all the regular treatments your pet needs; such as annual vaccinations, health checks, and flea, worm and parasite treatments. It makes it easy for you to protect your pet and your family against preventable diseases and discomfort, whilst also saving you money and worry too. Please ask for further information in branch or take a leaflet to read at your leisure.
Pet Health Insurance
Bush House Veterinary Group strongly supports the principle of insuring your pet against unexpected illness and accidents. Please ask for details of insurance from any member of staff, but be aware that with any insurance company it is your responsibility to determine your level of cover and to then reclaim any fees you have paid the practice. It is also your responsibility to pay any excess that may be set according to your policy and to have knowledge of any condition exclusions. In certain instances when clients do not have the funds to make payment in full, arrangements can be made for your insurer to make their payment directly to us but this only applies to particular insurance companies and even then when sums involved are high enough. Please ask for details if you would like to be considered for this facility.
Our vets may prescribe Prescription Only Medicines, Category V (POM-Vs) for animals under his or her care. POM-Vs can only be dispensed with authorisation from a vet.
Written prescriptions are available at a charge of £18.00*.
A prescription may not be appropriate if your pet 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.
We ask you give the practice 24 hour notice for repeat prescriptions.
The policy of this practice is to re-assess all animals requiring repeat prescriptions every three months, but this may vary with individual circumstances. The charge for this re-examination is £24.00* plus the charge for the medication. In this case we recommend you consider our Simply Health pet health plan scheme, as these three monthly re-examinations are included in the plan, along with 10% off long term medication.
As majority of flea and worm treatments are also POM-Vs (i.e. Advocate, Profender, Broadline, Nexgard), these can only be dispensed if the animal has been given a health check by this practice in the last 12 months, in accordance with Veterinary Medicines Directorate (VMD) legislation.
In accordance with the Medicines Act we will always use a veterinary licensed product. Should this not be the case we will then use veterinary products licensed for use in other species and failing that a human medical product. Any use of off-licence medication will be based upon our knowledge of its use in animals and an assessment made of the risks and benefits involved. This is particularly common in species other than dogs and cats for which few licensed products are available. Please speak to a veterinary surgeon if you have any concerns about this issue.
Emergency Cover and Home Visits
Bush House Veterinary Group provides out of hours emergency cover at our Ammanford and Ffairfach branches. There is a surcharge made for this in-branch service that costs £95.00* including consultation; plus any medication or additional treatment required. Should you require advice or treatment at this time the phone line will direct you to the out of hours call handler.
In an emergency it is usually in the best interest of your pet to be seen at a surgery where facilities and a full range of drugs are available. If you should need assistance with transport we have a selection of taxi services that are willing to transport both you and your pet at their individual rate to the practice at any time:
Llangadog Taxis – 01550 777924
Brynamman Taxis – 01269 825287
Conboy Cabs – 01269 596662
Gwendraeth Valley Cabs – 01269 844949
Taxi Shop Ammanford – 01269 595050 **small dogs & cats only**
Pontardawe Taxis – 01792 865560 **small dogs & cats only**
Home visits are available at an extra charge, both during and out of hours. During surgery hours a home visit costs £177.00* including consultation; plus any medication or additional treatment required. It is best if an appointment is booked in advance, as the practice can organise this for you appropriately. During out of hours a home visit costs £300.00*; plus any medication or additional treatment required.
We now offer Sunday appointments in our Ffairfach branch at a standard rate, to use as an alternative to our out of hours service.
Bush House Veterinary Group will contact you either by letter, email, phone or text in order to advise you of your pet’s upcoming healthcare treatments, including annual vaccinations.
Whilst we make every effort to send out reminders for your pet’s healthcare, these are provided as a complimentary service and the responsibility to keep them up-to-date remains with you. In particular, please be aware that PETS passports require rabies vaccinations and booster vaccinations, so please keep a personal record of when this is due. Bush House Veterinary Group accepts no liability for any loss, damages or costs which may result from the failure of a client receiving any reminder.
Complaints and Standards
We hope to ensure you never have reason to complain about the standards of service received from us. However, if you feel that there is something you wish to raise, please speak with a member of staff in branch. If you would prefer to proceed with a written complaint, please ask a member of staff for a copy of our complaints form and return it to the branch where we shall ensure it is passed to the Practice Manager. From this, the report shall be investigated and you will be contacted by the Practice Manager.
No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by the Partner/Practice Manager. No agent or person employed by, or under contract with, the company has the authority to alter or vary these conditions.
*Prices correct as of October 2017 but may be amended at any time