Dalehead Veterinary Group Terms of Business - How We Work

In order for us to work with you effectively to provide the best possible care for your pet, we would ask you to note the following terms of business.  If you have any queries about any aspect of these terms, please do not hesitate to contact us.

Pet Health Insurance

Dalehead Veterinary Group strongly supports the principle of insuring your pet against unexpected illness or accidents.  If you are intending to claim on your pet insurance please inform staff, who will explain the process and assist you with your claim.

Fees and Settlement Terms

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.  A detailed invoice is available on request.  Accounts must be settled at the time of consultation or collection and we accept cash, cheques and most debit/credit cards.  

Treatment Cost Estimates 

We will happily provide written estimates on request and keep you informed as treatment develops.  Please bear in mind that an estimate is only an approximation based on the current information and actual costs may vary.  

Payment Plans (Inability to pay)

If, for any reason, you are unable to settle an account as specified, we ask you to discuss the matter with us as soon as you can.  We understand that an unexpected vet bill when your animal is not insured can be quite a financial strain.  Our primary concern is the care and welfare of your pet and so we will consider your proposals for payment if you discuss this with us at the earliest opportunity. 

Standards and Complaints

Dalehead Veterinary Group is accredited by the Royal College of Veterinary Surgeons' Practice Standards Scheme and our aim is always to provide the highest standard of service to you and your pet.  We hope that you will never have cause to complain but if you do, please contact us about the issue as soon as possible.  In the first instance, complaints should be addressed to the Practice Manager who will liaise with the appropriate veterinary partner.  If the problem cannot be resolved at this stage, you may wish to contact our governing body, the RCVS. 

Ownership of Records, Radiographs and Clinical Notes

Case records and associated documents are the property of Dalehead Veterinary Group and will be retained by us in accordance with the General Data Protection Regulations 2018.  On request, clinical histories or case notes may be shared with another veterinary practice for a second opinion or if you are moving areas or with insurance companies processing a claim on your behalf.  

Prescriptions and Repeat Medication 

Your veterinary surgeon may prescribe Prescription Only Medicines Veterinary (POM-Vs) only for animals under their care and our practice policy states that we need to re-examine an animal on long term medication at least every four months.  If your pet has not been seen within this time, we will ask you to make an appointment for a repeat prescription vet check to enable us to dispense your pet's medication.   

Once a long term condition has been diagnosed and treatment has started, it is vital for us to keep monitoring your pet to make sure that their condition is controlled as well as possible with minimal side effects, their progression is monitored and the most appropriate combination of treatments and dose rates are used.  In order to provide you with the most efficient service we would be very grateful for 24 - 48 hours’ notice when ordering repeat medication.

You may obtain POM-V's from your veterinary surgeon or ask for a prescription and obtain these medicines from another veterinary surgeon or a pharmacy. A prescription may not be appropriate if your animal is an inpatient or immediate treatment is necessary. Prescriptions are available from this practice. You will be informed, on request, of the price of any medicine that may be dispensed for your animal.

Out of Hours Service

Dalehead Veterinary Group provides its own out of hours' service, so if you need emergency care, you will always see one of our own Small Animal Team.  The duty vet can be contacted by calling the emergency receptionist, whose number is provided on our answer machine out of hours (01729 892030).  In most cases pets are more effectively assessed and treated at our surgery in Settle, where nursing assistance and hospitalisation facilities are available and so the vet will arrange to meet you at the surgery.  There are not usually any staff on permanent vigil overnight, but care and assessments are given according to clinical needs. Home visits can be made when appropriate and are requested by contacting the emergency receptionist.

Referrals and Second Opinions

Veterinary surgeons recognise that in some instances a case may be outside their area of competence and will therefore, with your permission, refer to a colleague or other referral centre who they are satisfied has the additional or specialist skills to carry out the investigation or treatments involved. 

Likewise, you may be registered with another veterinary surgeon but want us to offer a second opinion on the treatment of your pet.  Professional courtesy and best practice require us to inform the primary veterinary surgeon about this, with your permission.  At the same time, we would request the clinical history from the primary veterinary surgeon in order to ensure the most complete care possible for your pet.