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  • Terms and Conditions
  • Terms and Conditions

    Kentdale Veterinary Orthopaedics pride themselves on looking after your animals as if they were their own.

Fees

All fees, diets and drug charges are subject to VAT. Fee levels are determined by the time spent on a patient’s case and according to the drugs, materials and consumables used. A detailed statement will be provided for every consultation, investigation, surgical procedure or other transaction with us. No drugs or food will be dispensed without payment.

Estimate of Treatment Costs

We are happy to provide a written estimate regarding the expected costs of investigations, a surgical procedure or course of treatment. Please bear in mind that any estimate given can only be approximate, as a result of the unpredictable nature of clinical work. The final invoice may be above or below the original estimate, depending upon clinical circumstances. Where possible we will keep clients updated if costs are likely to exceed the original estimate, although in a clinical emergency this may not always be possible.

Payment Terms

Payment, in full, will be expected at the time of consultation, on discharge of your pet or on collection of drugs/diets. Cash, debit and credit cards are acceptable. Please note that we are unable to accept American Express.
You will be expected to pay on demand on an indemnity basis, without deduction of any legal or other reasonable costs, fees or expenses of whatever nature incurred by Kentdale in connection with or in contemplation of any non-payment of your account by you.

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 our Client Care Team.

Pet Health Insurance and Direct Claims

Kentdale Referrals strongly supports the principle of insuring your pet against illness or accidents and we will always submit indirect insurance claims promptly to ensure you are reimbursed as quickly as possible. However, in the case of direct claims, please be aware that it remains your responsibility to settle your account within 60 days, if we have not received payment from your insurance company.

Please note that indirect and direct claims require a significant amount of work and administration time by our team, and delays payment to Kentdale for work undertaken by several weeks. As such, an administration fee of £22.50 applies per condition per year for both indirect and direct claims.

Any anticipated shortfall in the cost of treatment which is not covered by your insurance company will be payable by you to us at the time of making the first direct claim. Any additional shortfall which is owing after the claim has been settled will also be payable by you to us at that time. It is important to appreciate that if, having carried out careful checks with you and your insurers, we decide that we are prepared to undertake a direct claim for the treatment of your pet, this is not a guarantee that your insurers will settle your claim, and if they fail to do so, this will result in a shortfall for which you will be liable to pay us in full.

Written Prescriptions

Prescriptions are available from the Hospital. You may obtain Prescription Only Medicines, (POM Vs) directly from us as prescribed by the Veterinary Surgeon in charge of your pet’s care, or you may ask for a written prescription and obtain these medicines from another Veterinary Surgeon or pharmacy. Your Veterinary Surgeon may prescribe POM-Vs only for animals under their care. A prescription may not be appropriate, however, if your animal is an in-patient or immediate treatment is necessary. You will be informed on request, of the price of any medicine that may be dispensed for your animal. A reasonable charge is made for formulating and supplying a written prescription.

Repeat Prescriptions

Following discharge from Kentdale your pets longer term medications will be provided by your General Practice Veterinary Practice.

Client Data and Confidentiality

The General Data Protection Regulations 2018 and Data Protection Acts 1984 and 1999 give anyone the right to be informed about any personal data relating to themselves on payment of an administration charge. At the request of a client we will provide copies of relevant clinical records, including any clinical records we have acquired from the referring practice. Please be advised that for training and monitoring purposes, telephone calls may be recorded.

Ownership of Clinical Record and Diagnostic Images (including radiographs and scans)

We work in accordance with Royal College of Veterinary Surgeons guidelines i.e.

  • Clinical and client records, including radiographic images and similar documents, are the property of, and should be retained by Kentdale Referrals in the interests of animal welfare and for our own records. In the event of supersession, second opinion or referral, copies with a relevant clinical history will be passed on request to a Veterinary Surgeon taking over or seeing the case.
  • Should copies of radiographs or reports be required, a charge will be incurred.

Concerns and Standards

We aim to offer the highest standards of patient and client care at all times, and as such we hope that you never have recourse to complain about the standards of service received from us. However, if you feel that there is something you wish to bring to our attention, please speak to a member of reception in the first instance. Our Client Care Manager will assist with any issues that remain unresolved and, where appropriate, they will escalate the matter to either the Hospital Director or Managing Director.

As a veterinary business, our Veterinary Surgeons and Veterinary Nurses must comply with the Royal College of Veterinary Surgeons (RCVS) Code of Professional Conduct. If you have concerns relating to the professional conduct of a staff member and have not been able to resolve it with Kentdale directly, you can contact the RCVS on their website www.rcvs.org.uk for further details of how to register a complaint.

No addition or variation of these conditions will bind the Practice unless it is specifically agreed in writing and signed by the Hospital Director. No agent or person employed by, or under contract with, Kentdale has the authority to alter or vary these conditions in any way.

Testimonials
  • Our fur baby Teddy was referred in early Jan and had an operation for lameness in his hind left knee.

    The Vet who dealt with Teddy was Joe alongside and the brilliant nursing team.

    The care and concern for our Teddy from the start was and is 1st class, I could not speak highly enough of the whole Practice.

    A week after his operation Teddy had a set back with a fracture in his leg. Kentdale and Joe took Teddy straight back in at a moment’s notice when he was in great distress and operated the very next day.

    They have cared so much for our Teddy and he is just post op but is being kept comfortable and happy.

    Again, from the bottom of our hearts.  Thank you to Joe and the whole team at Kentdale, we would recommend this Practice to everyone that wants 1st class care for their precious fur babies.

    They are doing absolutely everything possible for a positive outcome for our Teddy and we get our baby back tomorrow and their aftercare advice and service has been as top class as all their other care.

    We are forever grateful. 

    Thank you, thank you, thank you!

    Chris Field

  • We appreciate the clear explanation of what you did in surgery and what aftercare we had to do. We went away feeling completely supported.

    Rubi's Mum and Dad

  • Hello, we had our annual review with Simon today and I would just like to say another big Thank you for transforming our beautiful Buz's life. It’s just lovely to see him so happy, pain free and a typical blooming obsessive mad collie!!! His keeping us fit... can I give him back!!! Anyway, we’re only too glad to give you a testimonial for your new website.

    Our dog Buz had severe hip dysplasia, he was referred to Kentdale over 2 years ago and basicaly they have been our saviour!! He was in so much pain, he couldn’t walk far, he didn’t play and was a very sad “lazy” collie. We had a traumatic 18months ending up with 3 hip replacements. However after all of this we have had an amazing transformation, he is pain free, fun loving collie who is just now having his puppyhood! He has gone from one young dog on a serious amount of pain relief to none. He runs and bounds forever! We have been so grateful to the vets and staff to the care, treatment and support they have not only provided to our Buz but also to us! I call Simon our very own “Supervet” but the whole practise is outstanding. Buz is now like the bionic dog. I really thought when he dislocated his 2nd hip it was the end of the line, but no we were reassured something can be done to help make his life pain free. We just had to trust them. We did and we are forever grateful.

    Deb & Tom Nicholson

  • It is now 18 months since our first visit to Kentdale Vets where our dog was referred due to his lameness. We have found all the staff we have dealt with at the practice during this period to be extremely caring and helpful – the vets, physiotherapist, nurses and administrators. They really care about the outcomes for your pet and spend a lot of time explaining both the problems and any proposed treatment to owners. They understand just how stressful it is for owners as well as the animals and how crucial good communication is.

    Our dog was initially treated by Graham who carried out an arthroscopy and ulnar osteotomy after diagnosing elbow dysplasia. Graham performed this procedure immediately after undertaking a new scan as the scan provided by our general vets wasn’t fit for purpose and Graham wanted to save our dog the trauma of an additional anaesthetic. The procedure went well and after a few weeks we then progressed to physiotherapy and hydrotherapy with Donna who is highly qualified in this area Although our dog was better for a few months his condition worsened about a year ago. We returned to Graham who then referred us to Simon, the specialist within the practice for the Arthrex Cue procedure. This is a more invasive and complex procedure involving implants which reduce bone rubbing against bone within the elbow joint.

    Simon was reluctant to do this procedure initially as it is so invasive, and he didn’t feel our dog was bad enough to warrant it at that stage. We were reassured by their approach which has been about what is in the pet’s best interest rather than that of the practice. Simon was also keen to ensure that there weren’t any contributory shoulder problems too, so our dog underwent diagnostic procedures there.

    Further deterioration resulted in our dog undergoing the Arthrex Cue procedure six weeks ago. We met Louise for the first time at his admission for this procedure. She took great care to understand what makes our dog tick so that they could minimise his anxiety whilst there. Our dog was there for four nights, which was twice as long as his previous longest stay and seemed like an eternity for us. However, we were given regular updates during the period and it was obvious that they were taking great care of him and making the effort to engage with him even though he didn’t want to be there. Our x-ray today has confirmed that our dog is making good progress.
    We highly rate this little practice which has a great team who go the extra mile. Having confidence in them has made this difficult period easier for us.

    It takes us an hour to travel there but we consider this a small price to pay for such good care.

    Heskey

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