Terms and Conditions of Payment Policy for Harvest Veterinary Clinic
- Payment must be made at time of treatment. The Clinic accepts payments in cash, guaranteed cheques, and most Credit and Debit cards.
- The Clinic reserves the right to ask for proof of address (Driving Licence or Household Bill) and /or a full Consultation Charge deposit, prior to standard veterinary services being provided. The provision of a further deposit will be discussed with you in the event that non-standard veterinary services are required.
- We will endeavour to keep our Clients informed about the costs of the services being provided at all times. Unexpected complications and unpredictable procedures do make giving accurate estimates difficult, but we will try our best. Please ask for an estimate in advance to avoid misunderstandings, and leave accurate contact details so we can reach you if significant revisions become necessary.
- If you have Pet Insurance, you are still responsible for the costs of all veterinary services. If you wish the Clinic to make a Direct Claim on your behalf, a signed Claims Form needs to be brought in at time of treatment. Any Excess must be paid by the Client at the time of treatment. 30 days after the Clinic has submitted a Claim, if the Insurance Company has not made payment in full, any outstanding amount must be paid by the Client. For full information on Direct Claims please look at Payment info on our website.
- However, for Tesco, Animal Friends, Purley Pets, Direct Line, Equine and Livestock and PetInsurance.co.uk, the Client must settle the Account in full on the date of treatment and then obtain re-imbursement from the Insurance Company.
- A new completed Claims Form must be brought in every 4 weeks or sooner for on-going conditions.
- In exceptional circumstances, with agreement of the Veterinary Surgeon, a Standing Order can be made. The Clinic will provide a Form and this will involve regular monthly payments of an amount agreed with the Clinic.
- If the Account is not paid in full on the day of treatment, and no Standing Order is received, we will send you an Invoice within 4 weeks of the treatment date, which will automatically include Administration and Interest charges. This is a set Administration Charge of £10 + VAT each month and Interest charged at 1.00% each month on the cumulative amount outstanding.
- In the event that an Account is outstanding after 3 months, the Clinic may pursue the matter further. The additional cost for this is £60.00 or up to 15% of the outstanding money, whichever is the greater. This will involve:
- Referral to our Debt Collection Agents, Daniels Silverman Limited. Or,
- The issue of a Statutory Demand.
Any Costs incurred with these processes will be added to the Debt. The payment of the same can be enforced by the Court. In both cases, the Client will also be charged Interest at the relevant reference rate provided for under the Late Payment of Commercial Debts (Interest) Act 1998. Interest is payable both before and after any judgement of the Court and continues to accrue.
- The Clinic will pursue all outstanding monies.
- If these terms and conditions are not followed then the account may be placed on hold without further notice.
Harvest Veterinary Clinic Policy for Clients who wish to raise a concern:
- Harvest Veterinary Clinic aims to meet and exceed your expectations. We take any concerns raised very seriously.
- If you have a concern regarding any aspect of your experience with us, please let us know. We will do all we can to resolve your concern to your satisfaction promptly and professionally. Please ensure we have your up to date contact details (address, telephone and e-mail) so a response can be made.
- It is helpful if you raise a concern as soon as possible – ideally within 4 weeks of the concern arising. This allows the matter to be investigated as accurately as possible.
- The person responsible for dealing with any concerns is Dr C Dawson BVSc MRCVS, Veterinary Surgeon and Practice Principal. In his absence, Miss K Hartwell VN Practice Manager or Dr A Miles BVSc MRCVS, Veterinary Surgeon and Practice Accounts Manager.
- If you report a concern to any member of staff in person, Dr Dawson and / or Miss Hartwell and /or Dr Miles, will be contacted and informed.
- If you report a concern to any member of staff by telephone, Dr Dawson and / or Miss Hartwell and /or Dr Miles, will be contacted and informed.
- If a letter or e-mail is received at the Clinic, this will be passed on to Dr Dawson and / or Miss Hartwell and/ or Dr Miles for his / her attention.
- The correct postal address for you to make contact is:
Dr C Dawson, Harvest Veterinary Clinic, Maidenbower Square, Maidenbower, Crawley RH10 7QH
- The correct e-mail address for you to make contact regarding veterinary care is: firstname.lastname@example.org
- The correct e-mail address for you to make contact regarding staff or accounts is: email@example.com
- Once a concern is reported to Dr Dawson or any other member of staff, an acknowledgement of the complaint will be made – within 48 hours wherever possible. This acknowledgement may be made in writing, or by telephone or by e-mail.
- The matter will be discussed and investigated with relevant members of staff and a response will be given within 10 working days wherever possible. If this is not possible, for whatever reason, you will be contacted to give you the reasons for the delay, and the expected time frame of a resolution.
- The outcome of the investigation and any decisions will be given to you by letter or by telephone or by e-mail.
- Proper and complete records of any concern are kept on file.
- If for any reason you are not satisfied with the outcome of a complaint regarding veterinary care, your concern can be raised with the Royal College of Veterinary Surgeons.
Their address is: Royal College of Veterinary Surgeons, Belgravia House, 62 – 64 Horseferry Road, London, SW1P 2AF . Tel: 020 7222 2001
- If for any reason you are not satisfied with the outcome of a complaint regarding an account, your concern can be raised with the Financial Ombudsman.
Their address is: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Tel: 0300 123 9 123
Harvest Veterinary Clinic Privacy and General Data Protection Regulations Policy
- From 25/5/18 new data protection regulations (GDPR) come into effect. Harvest Veterinary Clinic will abide with all aspects of this legislation.
- Dr Chris Dawson BVSc MRCVS (Veterinary Surgeon and Practice Principal) is responsible for all data protection.
- HVC is committed to protect and respect your privacy and all the personal data you supply.
- We are an independent veterinary practice (not part of a large group) and will only process your data for legitimate interests.
- When you register as a client at the Clinic, essential personal information will be collected. This includes your title, first name, surname, postal address, e-mail address and contact telephone number(s), in addition to details of your animal(s). This information is collected on the computer data base. We do not collect any sensitive personal data or data from under 18s. This data is essential for accurate and secure record keeping.
- All paper with personal data (consent forms, controlled drugs records, laboratory reports, 2nd opinion reports etc.) are stored in a locked environment.
- To keep your data up to date and accurate, please inform us of any changes in your name or your contact information. We will correct any inaccurate information immediately (‘right of rectification’).
- This data will be used to: – make appointments – register your animal on Pet Care Plans (if requested) – contact you about your animal, insurance claims or your account – deliver a safe and secure service – speed up form filling – respond to any communications from you.
- However, this legislation covers the necessity to have informed opt-in consent for some uses of your personal data.
- Giving your consent will allow us to keep you informed about client meetings, drug recalls, animal health issues and other HVC information. This would involve e-mail correspondence that would normally be no more than 1 – 2 a month.
- We only share your personal data with third parties for legitimate interests. (HVC supplies NO data to any third-party without a legitimate interest, such as marketing companies.)
- The legitimate third parties are:
microchip database for proof of ownership
Pet Care Plan agreement forms for client identification
veterinary laboratories for sample identification
insurance companies for processing claims
referral practices for registration
2nd opinion practices for registration
boarding catteries and kennels for confirmation of vaccination status
Pet Tags for tag itself and delivery
Defra (Department of Environment Food and Rural Affairs) for Pet Passports / Exports
VMD (Veterinary Medicines Directorate) for Special Treatment Certificates and Adverse Event reporting
drug companies for Adverse Event reporting
PCS (Pet Cremation Services) for animal identification
HSE (Health and Safety Executive) for RIDDOR (Report of an Injury, Disease or Dangerous Occurrence)
BVA (British Veterinary Association) for hip scoring
Debt Collection Agencies for account non-payers
RCVS (Royal College of Veterinary Surgeons)
VDS (Veterinary Defence Society).
- Your personal data will only be shared with the third parties above when there is a direct need to, for you, your animal, or account reasons.
- You have the ‘right to access’ the personal data about you that is held by us. Contact the Clinic in writing (a legal requirement) to request this.
- You have the right to opt-out of the use of your data at any time. Contact the Clinic to request this. However, please note that this will then not allow us to send out e-mails regarding client meetings, drug recalls, animal health issues and other HVC information.
- You have the right to request that your data is erased (‘right to erasure’). Contact the Clinic to request this.
- If we become aware of any breaches in our data security that may involve you, we will contact you.
- If you wish to complain about the way we have handled your data, or data in general, you can contact the Information Commissioner’s Office (ICO).