Metrovets Terms & Conditions of Business
Thank you for entrusting the care and attention of your pet to Metrovets Ltd. This statement details our Practice Terms and Conditions. Some aspects of the Terms may not be relevant to you and we request that you ask for further explanation/clarification if needed.
Appointment and Consultations
Clients and their pets are attended to by veterinary surgeons during working hours by appointment. The allocation of an appointment is the basis of charging for consultations. We reserve the right to charge a consultation fee for missed appointments.
Our surgery opening hours are :
- Monday to Friday : 8.30am – 6.30pm
- Saturday : 8.30am – 11.00am
- Sunday : Closed
Normal consulting times are :
- Monday to Friday : 9.00am – 11.20am and 4.00pm – 6.20pm
- Saturday : 9.00am – 11.00am
'Out of Hours' Emergency Service
The Practice provides cover by allowing clients to attend a dedicated out-of-hours emergency service called Vet999 at Sheriff’s Highway Veterinary Hospital. The phone number for Vet999 is provided to the Client on an answering machine when clients phone Metrovets outwith our opening hours detailed above. Vet999 are able to make appointments for clients and are also able to provide advice over the phone if appropriate. They are open at all times that Metrovets are closed, including nights, weekends and all Bank Holidays. Clinical records are emailed to Metrovets such that they are available the following morning. Whilst we would very much like to employ night staff, we are not a hospital practice or a large business and we feel our Clients pets would receive better care using a dedicated emergency service on our behalf.
- Phone number - 0330 999 1750
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- Address - 94 Sheriffs Highway, Gateshead, NE9 5SD
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For pets who have been hospitalised at Metrovets in the daytime the vet in charge of the case will decide if it is appropriate that the client transfers their pet to Vet999 for ongoing overnight care, or alternatively if appropriate, that the owner can take their pet home for the night and return in the morning (if the patient is well enough) then this can be arranged. It is not the policy for Metrovets to keep pets on the premises overnight because the practice is not staffed.
All fees, medications and food 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 and consumables used. We will always be happy to provide an estimate on request and we would encourage you to discuss costs of procedures in advance with our vets and nurses.
You will receive an itemised fee note for every consultation, surgical procedure or transaction. Please note that you should expect to be charged a fee for all veterinary consultations.
Methods of Payment
Accounts are due for settlement at the end of the consultation, the discharge of the pet or upon collection of diets/medicines. We accept cash, cheque with current banker's card, or credit/debit card (Switch, Solo, MasterCard, Visa or Delta).
Estimates of Treatment Costs
The Practice can provide an estimate of probable costs for procedures and treatment although such treatments and procedures may not follow a conventional course and therefore an estimate can only be approximate. In the case of routine procedures, the Practice can provide a quotation. Some additional fees may be added to quotations for additional services and goods provided in unforeseen circumstances. Any overpayments based upon estimates will be refunded on request or may be left as credit at the Client's discretion.
Metrovets Ltd operates a payment-at-the time-of-treatment policy. Consultations should be paid for at the end of each consultation and in-patient procedures should be paid for on collection of the patient. Should any account not be settled within 14 days, then a reminder will be sent with an additional accounting fee in respect of the administrative costs incurred. Should it be necessary for additional reminders to be sent, further charges will be incurred. These however, may be deducted if payment is made promptly. After due notice to you the client, overdue accounts will be pursued through the county courts, and if still unpaid will result in a county court injunction against you. This will affect you credit status. Any cheque returned by our Bank as unpaid, any Credit Card payment not honoured and any Cash tendered that is found to be counterfeit will result in the original account being restored to the original sum with further charges being added in respect of 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, as soon as possible with a member of staff. Please note that instalments or part-payments of any account may ONLY be sanctioned with the express permission of Mr Neil Murdoch.
Pet Health Insurance
Metrovets strongly supports the principle of insuring your pet against unexpected illness or accidents. Please ask about insurance from any member of staff. Please be aware that it is your responsibility to settle our account and then reclaim fees from your Insurance Company.
Complaints and Standards
Metrovets hopes that the Client never has recourse to complain about the standards of service received from us. If at any time the Client would like to discuss how any part of the service could be improved, or is dissatisfied with any aspect of the service the Client has received, the Client should contact Mr Neil Murdoch in the first instance, this is recommended in writing by either letter or email. Metrovets values the Client's opinions and undertakes to look into any complaint carefully and promptly and do everything reasonable to address concerns.
It would be helpful to provide the following information:
- Your name, address and convenient contact telephone and email
- The name of your pet
- The date on which you last attended the clinic
- A brief description of your concerns
- A summary of what in your opinion we can do to best deal with your concerns
- In general, if you have a concern, it is best to raise it as soon as possible – this will make it easier for us to investigate and resolve any matters, which are still ongoing
- If any of our staff were involved, it would be helpful if you can provide us with their names.
Ownership of Radiographs and Other Records
The care given to the Client's animal may involve making some specific investigations, for example taking radiographs, ECG or performing ultrasound scans. Even though Metrovets makes a charge for carrying out these investigations and interpreting their results, ownership of the resulting record, for example a radiograph, remains with the Practice.
Metrovets is registered with the ICO : Information Commissioner’s Office, the UK’s independent authority set up to uphold information rights in the public interest, promoting openness by public bodies and data privacy for individuals. This is to keep with the General Data Protection Regulation such that any electronic marketing communications presented or sent to the client should, however, only be sent where (a) the client has given clear and specific consent, and (b) they were given the opportunity to opt out of email marketing at the time their email address was collected, and each time an email is sent. Consent should be freely given and there should be a specific opt-in by the client. There are systems and processes in place to keep the consent of clients up to date and Metrovets staff members will comply promptly if the client withdraws their consent. Promote
Prescriptions are available from the Practice. You may obtain Prescription Only Medicines, category V, (POM-Vs) from your veterinary surgeon OR ask for a prescription and obtain these medicines from another veterinary surgeon or pharmacy. Your veterinary surgeon may prescribe POM-Vs only for animals under his/her care. A prescription may not be appropriate if your animal is an in-patient or immediate treatment is necessary. A charge will normally be made for providing a prescription. This will cover the costs of administration, choosing an appropriate medication, reviewing the previous history of the patient, recording details of the prescription on the history, writing the prescription and recording the details of the prescription.
At a veterinary surgeon's discretion where no equivalent licensed medicine exists, it may be deemed appropriate to prescribe a medicine that is not specifically licensed for use in a particular species. In such cases, the potential side effects and precautions will be explained to the Client. In such circumstances the veterinary surgeon will request the signing of a consent form agreeing to the medicines use. These consent forms will be retained by the practice.
Referrals and Second Opinions
In certain circumstances a veterinary surgeon may deem a case necessary for referral to another practice with more expertise in diagnosis and treatment of a pet, this would be after discussion with the Client. Also in certain circumstances either the veterinary surgeon may recommend, or the Client may wish for a Second Opinion on a case form another Veterinary Practice. In both of these circumstances that veterinary surgeon will make appropriate arrangements for the transferral of the client and pets records to the other practice, but only after gaining consent form the Client. Typically the transferral of records will be done by email and for referral cases that will be accompanied by the completion of that practices individual referral form template.
Import/Export of Animals/Pet Passports
It is the responsibility of the Client or his/her agent to ensure that requirements for the import/export of animals are met and/or that the requirements are met under the terms of travel for the Pet Travel Scheme. Metrovets does not undertake the duties of an export agent and recommends the Client contacts DEFRA for current and accurate advice.
Please note that the Client is responsible for maintaining the schedule of vaccinations or treatments recommended. While Metrovets may provide a reminder service for the convenience of the Client, it does not accept any responsibility for so doing.
Variations in Terms of Trading
No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by Mr Neil Murdoch. No agent or person employed by, or under contract with, the Practice has the authority to alter or vary these conditions in any way.