Thank you for entrusting your pet’s care to the team at OVH. We are committed to providing the highest standards of care for our patients and to communicating fully with you. This document sets out our Practice Terms and Conditions which, together with the information on our website, hopes to answer any questions you may have. Should there be anything you feel unsure about, please feel free to contact us directly and we will be happy to help.
All fees, diets and drug charges are subject to VAT at the current rate. Fee levels are determined by the time spent on a patient’s case and according to the drugs, materials and consumables used. You will receive a detailed statement for every consultation, investigation, surgical procedure or other transaction with us. No drugs or food will be dispensed without payment.
Estimate of Treatment Costs
We are happy to provide a written estimate regarding the expected costs of investigations, a surgical procedure or course of treatment. Please be aware that due to the unpredictable nature of clinical work, any estimate given can only be approximate. The final invoice may be above or below the original estimate, depending on the clinical circumstances. We will always try to keep clients updated if costs are likely to exceed the estimate however in an emergency this may not always be possible.
By signing the practice consent forms in relation to those animals undergoing in-patient procedures, services or operations it is deemed that consent has been given for administration of immediate treatment to prevent pain or suffering should the need arise where a client is not contactable.
Payment is required at the time of the consultation, the discharge of your pet or upon collection of drugs/diets. You may pay using cash, cheque or credit/debit card (we do not accept American Express).
If an account is not settled within 30 days then a reminder will be sent. We reserve the right to charge interest at a rate of 2% per month on all late payments. After due notice, 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.
A charge for debt collection costs will be added to any debt still outstanding 60 days after invoice date. The Client will also be liable for any additional recoverable court costs relating to legal action necessary to enforce settlement.
If for any reason you are concerned about settling your account as specified, we ask you discuss the matter prior to any work being undertaken with a member of staff. Queries regarding invoices must be raised within 7 days. Please note that instalments or part payment of an account may only be sanctioned with the express permission of the Clinical Directors or Small Animal Manager.
Consultations are by appointment only, which can be made by telephoning us on 01572 722646 during opening hours, or using our online booking facility via the website.
24/7 Emergency Care
Emergencies during normal opening hours will always be seen as soon as possible. Please telephone as soon as possible for advice and to let us know if you are coming, so that preparations can be made.
We are proud to be able to operate our own out of hours service, so if your pet needs to be seen outside of our usual opening hours please call the normal telephone number and you will hear a message with details of how to contact the duty vet.
If your pet needs to stay with us for the day, or overnight, they will receive the highest standards of inpatient care. At admission, a vet will discuss and record your pet’s nutrition, any allergies or intolerances and any other special requirements on a record sheet.
For as long as they are an inpatient, your pet will be in the care of an assigned nurse with a vet also available at all times if needed. All inpatients have routine TPR's and toilet breaks every four hours, including through the night, and are assessed by a vet as a minimum at 6pm and 8am. However, dependent on each case, veterinary assessments can be on going throughout the night, with intensive care, continuous monitoring and administration of medications provided as necessary by the on call team.
Where required, we have the facilities to provide laboratory tests, tube feeding, orthopaedic beds, oxygen therapy and blood transfusions at any time of the day or night.
Client Waiting Area
Owners are responsible for keeping their pet under control whilst in the waiting room area. Dogs must be kept on appropriate leads; cats in secure cat baskets; and rabbits, ferrets and guinea pigs in secure containers. We ask that dogs are always kept away from cats and other small animals to help keep their stress levels to a minimum.
Please note that some dogs, in particular, need space and this may be indicated by the dog wearing a yellow ribbon, bandana or something similar on its lead or collar. In the interests of personal safety, clients should not to approach animals that they do not know without the express permission of their owner.
We have been certified by ISFM at the highest level as a Gold Standard Cat Friendly Practice. This means we have taken steps to ensure that a visit to the vets is as stress free as possible for your cat.
A dedicated cat waiting area is provided, with cat cubby holes at the end of the waiting room and a table for you to put your cat in their basket, rather than the floor. We also provide covers for cat baskets which can be found in the cat waiting area and should be returned to the vet or vet nurse in your consult to be laundered.
Where necessary we can arrange to visit your pet at home. This will incur an additional charge based on the time taken to travel to and from the property, the number of employees required to attend and the time of the visit. Whilst we can visit in an emergency, under these circumstances many pets benefit from being brought to the surgery where a fuller range of equipment is available to deal with the situation which has arisen.
Notification of queries and complaints
Oakham Veterinary Hospital is committed to providing an excellent service and the highest standards of patient care. One of the ways in which we can continue to improve is by listening and responding to the views of our clients this includes responding positively on the occasions when expectations are not met. We hope that we will always be given the opportunity to address any concerns, most of which can be sorted out easily and quickly, often at the time they arise and directly with the person concerned.
If, however, the problem cannot be resolved immediately, please speak to the Small Animal Manager, either in person or by telephone on 01572 722646. They will hopefully be able to address your concerns personally and promptly. If this is not possible they will clearly explain any further action necessary including time frames.
If you are still not satisfied, please put your concerns in writing to The Customer Care Manager,
Oakham Veterinary Hospital, Ashwell Road, Oakham, Rutland, LE15 7QH
Please be aware that if you leave things too long after the event, it may be impossible to investigate the complaint properly; therefore it is always best to alert us to any concerns you may have at the time. To help us to help you, please provide as much detail as possible with regards to dates, times, personnel involved and the nature of the complaint and the outcome you are hoping for.
All written complaints will be acknowledged within five working days, detailing the proposed actions, how we will keep you updated and the timescales involved. The time from complaint to resolution can vary depending on the individual circumstances, availability of personnel and complexity of the problem.
Please note that to maintain a quality service, we may monitor or record phone calls.
Although our prices are competitive, we do strongly advise our clients to take out Pet Health Insurance. This will provide peace of mind should your pet need any specialist veterinary treatment. Please be aware that it is your responsibility to settle our account and then reclaim the costs from your insurance company.
If your insurance company requires our input to complete the insurance claim form, we will charge a fee to cover our administration costs. This fee also covers you for any ongoing continuation claims. Please be aware that this fee will not normally be recoverable from your insurance company.
In some exceptional cases, where a larger bill is involved (over £500) a direct claim can be arranged following a discussion with your veterinary surgeon.
Animals with ongoing illnesses need to be reassessed at regular intervals by a veterinary surgeon to ensure that both the best results are achieved for the patient and compliance with the relevant veterinary medicines legislation is achieved.
The interval between re-examination appointments will vary dependent on the condition, the stage of the disease, together with any specific requirements set out by manufacturers for monitoring certain medications. It is practice policy that these animals are clinically examined by a veterinary surgeon at least every 6 months, however for some conditions a shorter interval may be deemed more appropriate by the prescribing veterinary surgeon. Please note that if you call to order a repeat prescription and we need to check your pet, we will need to book an appointment before the treatment is dispensed. There is consultation fee for a medication re-examination.
All repeat prescriptions including written prescriptions will be issued for a maximum of 6 month’s supply, with the exception of controlled drugs which are for 28 days and preventative treatments (e.g. flea and de worming products) which may be purchased for up to 12 months. Please note each case will be based on the Veterinary Surgeon’s knowledge and clinical judgment of the individual case.
When requesting a repeat prescription of a drug for your pet, please give 48 hours’ notice to allow a veterinary surgeon to check your pet’s records and to ensure that prescribing the medication remains appropriate.
Written prescriptions for veterinary medicines are available upon request. These can only be authorised by our veterinary surgeons and are restricted to animals under their care. This service charge for this covers the professional time taken for your vet to authorise the requested medication, provide dosage advice and maintain the required medical records for your pet.
Refunds on Medication
Please note that we are unable to offer a refund for returned medication purchased from Oakham Veterinary Hospital.
No refunds will be given on medications which has previously been claimed for through your insurance, or on medication which has been purchased from a third party. We are more than happy to dispose of any medication for you through our clinical waste process.
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, for example a radiograph, remains with the practice and will be retained by us. Case history records, radiographs and similar documents are the property of, and will be retained by us. Copies with a clinical history will be passed, on request, to another veterinary surgeon taking over the case.
We are committed to providing a work environment that is free from harassment, bullying, intimidation, violence or abuse and we will not tolerate any behaviour which is contrary to this. If our staff reasonably believe that you are acting in an inappropriate manner we reserve the right to: (a) require you to leave the Practice; (b) suspend the provision of the Services; (c) contact the relevant authorities to ensure the safety and security of our staff, other clients, animals and property; and (d) terminate your account
Collection of orders
Stock, drugs and diets that have been ordered will be held for 7 days, unless agreed differently with us in writing.
Collection of ashes
We will notify you when your pet’s ashes have been returned ready for collection and upon full payment. Any ashes that remain uncollected after 60 days will be disposed of by us.
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 Partners. No agent or person employed by, or under contract with the Practice, has the authority to alter or vary these conditions in any way.
All current fees are available on request.