• Terms of Service

    We are one of the UK’s leading Specialist Orthopaedic, Spinal and Soft Tissue small animal referral centres.

Payment terms

Payment, in full, will be expected on collection of your animal. Cash and major credit/debit cards are acceptable. Please note we do not accept Diners Cards or cheques.

Interim payments

In some cases, where fees are substantial and a patient is likely to remain in the practice for on-going care, we may require an interim payment(s).

Overdue Account

Should an account not be settled on discharge. After due notice the overdue account will be referred to our debt collection agency and further charges will be levied, in respect to all costs incurred in collecting this debt: such as production of reports, correspondence, court fees, attendance of court, phone calls, home visits etc.

Insurance

Please speak to a member of our client care team if your pet is insured.

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 can require a significant amount of work and administration time by our team, delay payment to Kentdale for work undertaken by several weeks. As such, an administration fee 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.

Terms and Conditions of Trading Estimates

Estimates are available on request; due to the unpredictable nature of clinical work we cannot guarantee the accuracy of estimates. Estimates are provided as a guide to the likely costs involved. The final invoice may be above or below the original estimate depending upon clinical circumstances. Where possible, we try to advise clients when an invoice is becoming significantly greater than the estimate. In a clinical emergency this may not always be immediately possible. In these circumstances, the owner will still be considered liable for costs incurred. If your animal is hospitalised for treatment, please feel free to telephone for daily updates of your account. VAT is included at the prevailing rate.

Termination of contract

Clients have the right to withdraw their animal from our care at any time, unless this is deemed by the veterinary surgeon to lead to undue suffering. On so doing the owner will be asked to sign an authorisation for discharge. We request that all charges to date be met at the time of discharge.

Emergency procedures

Out of normal working hours a veterinary surgeon is on duty and contactable via the normal office telephone number and answering service. This service is primarily for veterinary surgeons who wish to refer a clinical emergency. Clients of the practice who are concerned about their animal after it has been discharged to their care should, in the first instance, seek veterinary attention with the emergency service provided by their primary veterinary surgeon. It is important to take the discharge notes with you so that the brief outline of the condition and treatment can be handed to the attending veterinary surgeon.

Inpatient care

In-patients are provided with 24-hour care by a team of qualified veterinary nurses and veterinary surgeons who monitor and respond to changes in the patient’s status. Throughout the night a designated shift provides continuity of professional clinical care.

Confidentiality and access to and ownership of records

The veterinary surgeon/client relationship is founded on trust, and in normal circumstances we will not disclose to any third party any information about a client or their animal either given by the client or revealed by clinical examination or by post-mortem examination. Permission to pass on confidential information may be express or implied. Express permission may be either verbal or in writing, usually in response to a request. Permission may also be implied from circumstances, for example in the making of a claim under a pet insurance policy, when the insurance company becomes entitled to receive all information relevant to the claim and to seek clarification if required.

Case records including radiographic films, other images and similar documents are the property of, and will be retained by, ourselves in the interests of animal welfare and for our own protection. The 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 for the animal that have been acquired from another practice. Where any significant expense is involved in providing such copies, as there might be, for example, with the provision of copy radiographs, a reasonable charge may be made.

I understand that my personal details are being held for the legitimate interest of administering veterinary care to my animal and the administration of my account. I am aware of the Privacy Policy and this has been provided to me as separate document as part of my appointment confirmation. Your privacy and personal information are important to us. Any personal information that you provide to us will be dealt with in line with our Privacy Policy, which explains what personal information we collect from you, how and why we collect, store, use and share such information, your rights in relation to your personal information and how to contact us and supervisory authorities if you have a query or complaint about the use of your personal information. Our ‘Privacy Policy’ is available at  https://www.mars.com/privacy .

Period of care

Due to prescribing regulations, a three-month limit has been determined to be an acceptable limit to our ‘period of care’. Beyond that time direct advice or medication can only be given after a re-examination at this practice. We can still advise your primary veterinary surgeon, who may also wish to examine your animal, but we reserve the right to charge for this service.

Complaints

We always strive to offer highest standards of patient care and customer service. If you are in any way unhappy with the service provided by Kentdale Referrals, please bring your concerns to the attention of the clinician in charge of your case so that your concerns may be addressed at the earliest opportunity. If serious concerns remain, please address any letters of complaint to Miss Victoria Earl. Your letter of complaint will be acknowledged, and the matter investigated. Thereafter a written response will be provided. Our full complaints policy can be found on our website https://www.kentdalevets.co.uk/images/Complaints.pdf .

Prescriptions

Prescriptions are available from this practice for a small charge. 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. A prescription may not be appropriate 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 prescribed for your animal.

Telephone Recording

Please note that our calls both incoming and outgoing are recorded for training and monitoring purposes.

Testimonials
  • There’s never a problem speaking to your lovely receptionists to book an appointment; my little girl would not be with us now without Jan, her surgeon and the brilliant nurses that looked after her.

    Stephen – Nancy’s owner

  • If I could give a higher score, I would! This being our second referral, it has felt like coming home, and to feel that when we arrive with major trauma to our dog is wonderful. Immediately we were in smiley, reassuring, safe arms again, and our crisis rapidly disappeared. The immediate welcome from the reception staff to Kirstie, amazing Joe and even the reassuring and friendly night nursing staff all let us know our precious boy was in very safe hands. Can't speak highly enough - and this is a consistent standard.

    Ani – Floyd’s owner

  • Great communication between myself and the staff was kept updated, and they took great care of my dog! The operation went perfectly, and the scar has healed nicely, considering its place! Gave simple and easy-to-follow after-care steps!

    Kim – Bella’s owner

  • Felt my dog was safe with you, and treatment would be done with his best interests coming first. Follow-up physio with Genie and now Emma were excellent. Friendly staff.

  • I cannot say how amazing Kentdale is; your exceptional service and kindness. Thank you.

    Victoria – Lulu’s owner

  • All the staff go out of their way to be helpful. Nothing is too much trouble, and no question is considered stupid or a waste of time. They treat my dog, Riley, with respect and kindness and me the same. I can’t thank them enough for their help on what has been a rough road for Riley and us.

    Pat – Riley’s owner

  • Excellent doggy care. Nothing too much trouble, and the team all look happy in their jobs. Simon was great with us, and Henry kept us informed and gave clear explanations. Definitely would recommend it.

    Alison – Henry’s owner

  • Full confidence in the skills, equipment and expertise of the whole team. Assured by the staffing levels to respond to unplanned events during procedures and recovery. Across the team, the ability to explain and advise.

    Graham – Winston’s owner

View all client testimonials
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