Our aim is to provide the best veterinary care available. An important part of that is to offer treatment tailored to the needs of individual pets and their owners. We are always happy to provide an estimate of costs prior to treatment. Here are some points to help clarify our provision of services.

Consultations and Treatment

Fees are determined by the time spent with a patient, and the drugs, materials and consumables used. In all cases we require the account to be settled in full after a consultation or prior to collecting your pet following in-patient treatment. We accept cash, cheques (supported by a valid cheque card), and all major cards. We reserve the right to apply a monthly charge of £10 to any overdue accounts. After three months of non-payment, we will refer the account to a debt collection agency.

Pet Insurance

Pet insurance is a major component of managing costs. We strongly recommend pet insurance and are authorised to advise on Petplan policies. We usually do not claim directly from insurers, but are happy to complete your claim form at no extra charge. We only agree to collect payment directly from your insurer in exceptional circumstances following prior agreement with a member of the management team. This is on the understanding that you will first settle any amounts relating to policy excesses or exclusions, and that you remain liable for any part, or all, of the claim if the insurer declines payment for any reason.

Health Plans

Routine preventative healthcare can be planned with our HPP membership. Vaccination boosters, flea control and worming are all discounted in the scheme, and monthly direct debit payments spread the cost throughout the year. Additional discounts, an extra clinical examination and special offers are also included.

X-rays and Clinical Records

These remain the property of the practice, but we are happy to send these to another veterinary surgeon if you move practices. We never discuss confidential records with any third party, except when another veterinary surgeon requests them.

Emergency & Out-of-Hours Service

In the event of veterinary care being required outside of our normal hours, your pet can be seen at Broadleys Veterinary Hospital. During the week this service is provided by our own staff and at the weekend and some bank holidays by VET999 Emergency Service. This is a separate company owned and managed by the partners of Broadleys and other participating local practices, thereby assuring you of the same high quality care. As an independent company VET999 requires payment directly, and a separate insurance form if a claim is to be made.

Our veterinary hospital is staffed 24-hours a day. Patients requiring hospitalisation are attended day and night by qualified registered veterinary nurses and examined and treated as necessary by the on-call veterinary surgeon.

Supply of Prescription Medication

Only veterinary surgeons may prescribe Prescription Only Medicines, Category V, (POM-Vs) and then, only for animals under their care. We stock an extensive range of medications and these can be dispensed from either the hospital or our Dunblane clinic. Alternatively you may ask for a written prescription and obtain medication from a pharmacy. We make a charge of £12.00 + VAT for this facility. To comply with Veterinary Medicines Regulations, we are required to examine pets every three months when they are on long-term prescription medication. When you call to request repeat medication our receptionist will remind you when your pet is due for this check-up.

When requesting repeat medication, please give us at least 48 hours notice.

Telephones

For security and training purposes we record all telephone calls to and from the practice.

Car Parking

At the hospital, owners park at their own risk and we cannot accept any responsibility for cars and their contents.

Compliments and Complaints

If at any time you wish to comment on our service, please telephone the Practice Manager or one of the partners.