1. These terms
1.1. What these terms cover. These General Terms of Engagement are the terms and conditions on which we will agree to supply services to you (the Terms).
1.2. Why you should read them. Please read these Terms carefully before you use any services we provide. These Terms tell you who we are, how we will provide the services to you, how you and we may change or end these Terms, what to do if there is a problem and other important information. If you think that there is a mistake in these Terms, please contact us to discuss. By using any of our services, you agree to be bound by the Terms.
1.3. Our contract with you. Each time you engage us to provide services to you, you agree to be bound by these Terms.
2. As part of our Commitment to you as a registered client of Beech House Veterinary Centre Ltd, we:
2.1. make animal welfare our first consideration in seeking to provide the most appropriate attention for animals committed to our care
2.2. ensure that all animals under our care are treated humanely and with respect
2.3. promote responsible animal ownership
2.4. comply with the Royal College of Veterinary Surgeons' (RCVS) Code of Professional Conduct
2.5. maintain and continue to develop our professional knowledge and skills
2.6. foster and maintain a good relationship with all our clients, earning your trust, respecting your views and protecting client confidentiality
2.7. aim to keep you up to date about the health of your pet(s) by reminding you of important treatments or providing useful information by using SMS, Email & print
2.8. uphold the good reputation of the veterinary profession
2.9. ensure the integrity of veterinary certification
2.10. foster and endeavour to maintain good relationships with our professional colleagues
2.11. understand and comply with our legal obligations in relation to the prescription, safe-keeping and supply of veterinary medicinal products
2.12. familiarise ourselves with and observe the relevant legislation in relation to veterinary surgeons as individual members of the profession, employers, employees and business owners
2.13. respond fully and courteously to complaints and criticism (see Clause 11.2)
3. By providing veterinary services we agree to a contractual relationship under which we will:
3.1. ensure that clear written information is provided about practice arrangements, including the provision, initial cost and location of the out-of-hours emergency service and information on the care of in-patients
3.2. take all reasonable care in using our professional skills to treat patients
3.3. keep our skills and knowledge up to date
3.4. keep within our own areas of competence save for the requirement to provide emergency first aid
3.5. maintain clear, accurate and comprehensive case records and accounts
3.6. at all times aim to offer and explain a range of reasonable treatment options, including prognoses and possible side effects
3.7. aim to give realistic fee estimates based on treatment options
3.8. provide fully itemised accounts if requested
3.9. keep you informed of progress, and of any escalation in costs once treatment has started
3.10. obtain your informed consent to treatment unless delay would adversely affect your animal's welfare
3.11. ensure that all staff are properly trained and supervised where appropriate
3.12. ensure that you are made aware of any procedures to be performed by support staff who are not veterinary surgeons
3.13. comply with current Consumer Protection legislation, such as Consumer Contracts Regulations 2013, the Consumer Rights Act 2015, the Consumer Protection from Unfair Trading Regulations 2008 and other consumer protection legislation
3.14. recognise that you have freedom of choice
4. The professional/client relationship is one of mutual trust and respect, under which we will:
4.1. maintain client confidentiality
4.2. treat you with respect, and observe professional courtesies
4.3. avoid conflicts of interest
4.4. give due consideration to your concerns and wishes where these do not conflict with the patient's welfare
5. We ensure that all our professional activities are covered by professional indemnity insurance.
6. Continuing Professional Development
6.1. We guarantee that we continue our professional education by keeping up to date with the general developments in veterinary science, particularly in their area of professional activity and maintain a record of CPD undertaken as evidence of so doing.
6.2. We encourage and facilitate participation in CPD programmes. As part of this commitment, we close for staff training every Wednesday between 2pm and 4pm.
7. Ownership of Records
7.1 Case records including radiographs, photographs and similar documents are the property of, and will be retained by Beech House Veterinary Centre Ltd. Copies with a summary of the history can be passed on request to another veterinary surgeon taking over the case if needed upon your request.
8. Ownership of Radiographs and Similar Imaging Records
8.1 The care given to your pet 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, photograph or video, remains with Beech House Veterinary Centre Ltd.
9. Out of Hours Policy
9.1 Beech House Veterinary Centre Ltd reserves the right to contract its out of hours emergency and night care. This may mean sharing the out of hours with other vets in the area or utilising a third party provider to provide our statutory out of hours provision. Please ask at reception for further details or have a look at the Emergency Section on our website. Currently, we use North Surrey Veterinary Emergencies, 4 Park Road, East Molesey, Surrey, KT8 9LE