The Veterinary Hospital is founded on a firm belief that pets and their owners should be at a heart of a veterinary practice. The practice prides itself not only on innovative technology and excellent customer care but also on delivering a first class veterinary service to both the patients and their owners.
We are totally committed to improving customer service and our overall standards of care. This Charter has been designed to let you know what you should expect from us each and every time you visit the Veterinary Hospital. It also aims to demonstrate our commitment to providing a service which is constantly improving.
The Veterinary Hospital is a dedicated, purpose built animal practice. Our vets are all experienced large & small animal general practitioners and will endeavor to protect your companions health and well being though routine health checks and consultations though periods of illness. Our staff will always be more than happy to provide advice and education on any aspect relating to your companion’s health. And in the unlikely event that we don’t know the answer we will find someone who has the correct expertise. Occasionally your companion might need specialist treatment in this event we will arrange a referral for you and your pet to the most appropriate facility. We provide 24hour service to our patients.
Verbal or physical abuse to any member of staff will not be tolerated and may result in a termination of our service being provided to you and your pets, with the exception of an emergency situation.
In order to provide our lowest prices we operate a no credit policy. Therefore payment for treatment or procedures will be expected on the day of invoicing. For complicated procedures a deposit of 50% will be requested prior to the procedure taking place. Any unpaid invoices after one month will result in a written communication from the practice. A failure to respond to this letter will result in your detail being passed on to a third party.
Occasionally given the nature of our business unexpected things happen so please bear with us is this is the case. Please remember that if it was your pet concerned that was desperately ill you would want everyone to focus on helping your companion. A member of staff will ensure you are kept up to date with the current waiting time and there will always be the opportunity to re book if preferred.
Please let us know if there is anything we should be aware of before handling your animal and appropriately warn us if you feel our safety may be compromised. Please also let our trained staff restrain your pet in a safe and experienced manner.
What if there are problems?
If you are unhappy with the service you have received please raise this with a member of staff at the time of your visit. The issue will be immediately highlighted to a senior member of staff and we will endeavour to rectify the problem as promptly as possible. In the event that you are not satisfied with the resolution we would ask you to put your complaint in writing to the veterinary council.
How can we improve?
We want to hear your views on the charter and intend it to be a working document that can change to suit your changing needs. If you have any comments or ideas you would like to share with us,