All our prices include VAT and we provide an itemised receipt for each consultation, procedure or transaction. A verbal estimate will always be given where possible and written estimates are available on request. If treatment is expected to exceed the estimate by 10% or more then we will attempt to contact you to discuss the situation.
We require payment in full at the time of treatment unless an alternative agreement is made in advance in writing. If we have to send an invoice or demand for payment for any amount owed without prior agreement, administration charges may be added to your outstanding balance. Failure to pay will result in referral to our debt collection agency or the county court. This will incur further charges.
If your circumstances are such that you cannot pay your bill, it is essential that you inform us as soon as possible. This is in the best interests of all concerned and we will always endeavour to do the best for your pet within the limits of your budget.
You will be required to settle your account with us in full then reclaim the fees from the insurance company unless agreed in advance in writing with the surgery.
Direct Insurance claims can be accepted following pre-authorisation by your insurance company. To do this you will need to contact your insurance company to give permission for us to discuss the case directly with them and provide a copy of their pre-authorisation form.
If for any reason your insurance claim is rejected either in part or full you are expected to settle the remaining bill in full at the time of treatment.
We treat all complaints very seriously and will respond initially within 2-3 working days. Please address your complaints to the clinical director.
Clinical records and similar documents are the property of Registry Surgery Limited. This includes laboratory results and imaging records. Our charges are for interpreting and carrying out clinical investigation and procedures as well as for providing advice.
If you wish for your animal to be referred or decide to remove yourself as a client of the practice; a copy for your animals will be forwarded to the veterinary surgeon of your choice.
Telephone calls may be monitored for quality and training purposes.
We often take photographs or videos including pets and occasionally owners, to document and monitor clinical conditions as well as for internal training. These may need to be shared with other veterinary professionals on occasion. They will not be used for other purposes without your express consent. We ask you to not photograph or take videos of other clients or their animals on the practice premises without obtaining their consent.
Clinical records will be kept for a minimum of the life of your pet. It is sometimes necessary to share this information with other veterinary professionals or government agencies for clinical or statutory reasons. Otherwise, we will only discuss your confidential information; including but not limited to clinical records and contact information with the owner who registered with the practice unless expressly authorised by that person. If you wish other people to have access to this information please inform us.
No addition or variation of these condition will bind the practice unless specifically agreed in writing by an authorised representative of Registry Surgery Limited. No agent or person employed by or under contract with the practice has the authority to alter or vary these terms and conditions in any way.
OLD REGISTRY VETS AND YOUR PERSONAL DATA
What data do we collect?
- Contact information
- Information to identify your animal.
- Your animals medical records including with your permission previous medical history from other veterinary practices and diagnostic imaging.
- Payment information including receipts and card receipts.
- Your signature on consent forms.
- CCTV images both inside and outside of the building.
How is this information stored?
- The Majority of this information (histories and contact information) is stored securely on our internet based practice management system Idexx Animana.
- CCTV images radiographs and ultrasound images and photographs are also stored on a computer hard drive
- Consent forms, payment receipts and hospitalisation and anaesthetic forms are stored in paper form and locked away after their use.
- Emails are retained on our email server.
Who has access to this information?
- The staff at Old Registry Vets.
- Law enforcement Agencies, Government and Veterinary Regulatory Bodies may require access to information in relation to their activities
- People you have specifically consented to having access to your records.
How is your information used?
Primarily the information is used to allow us to provide veterinary services to your animal(s) and report on your animal(s) and their test results and send out invoices and receipts.
Your animals records may be shared with other clinicians such as pathologists, specialists or advanced practitioners to aid us in better diagnosing and treating your animal(s)
With your consent we may also use your contact information to send out reminders for treatments and appointments by telephone, email, post, and text message. We do not pass on your contact information to 3rd parties for their use without your express consent.
Information may also be used for us to meet our legal requirements such as reporting to government departments or the Royal College of Veterinary Surgeons.
Information from CCTV is used only to deter and provide evidence to law enforcement agencies of theft, violence and other unlawful or antisocial activities.
From time to time we may after gaining your specific consent place photographs, video or details of your animals on our website, in newsletters or on social media platforms.
If You send in images/video of your animals for placement on our website/social media platforms it is presumed you are happy for these images to be used indefinitely unless you withdraw your consent in person, by telephone or email.
How long is your information kept for?
We will keep your contact details and your animal’s records including diagnostic imaging and laboratory test results for at least the lifetime of your animals.
We are required to retain details of all financial transactions for a minimum of 7 years.
Information from CCTV is retained for up to 2 months then overwritten by new footage unless it is required to be used as evidence.
We do not store your payment card data beyond the time taken to process each individual transaction.
Is your information shared?
Your information is not Routinely shared with third parties with the following exceptions.
- Information may be shared with other veterinary professionals where necessary for the treatment or welfare of your animal(s)
- Where there is a legal or animal welfare obligation for us to provide this information, in particular to government agencies or the Royal College of Veterinary Surgeons.
If you wish another person or organisation to have access to your animals records or personal information we would require you to consent in person over the telephone or in writing.
If there is a Breach of our Data security involving your personal data:
- We will inform you are soon as if practicable.
- We will inform the information commissioners office or the police where appropriate
If you have any concerns about how your information is being used please contact Old Registry Vets in person, by telephone, email or in writing.
If We cannot resolve the issue then you may need to contact the regulatory bod, The Information Commissioners Office: https://ico.org.uk/