Triage Vets is committed to providing the highest possible standard of care and attention to patients and their owners.

The following terms and conditions apply when doing business with Triage Vet:

Payment Terms

The practice does not offer an account facility, with all fees being due at the time of treatment. We accept card and cash payments, but not cheques of any type. All fees include VAT at the current rate.

Direct Insurance Claims

At the discretion of the Practice a claim direct to your insurer may be offered. This facility is only available for fees over £1000, of which a £500 deposit is required at the point of treatment. The facility does not extend to ongoing medication or treatment. Triage Vets strongly supports the concept of pet insurance.

Estimates

We will provide you with an itemised estimate of the anticipated costs of treatment for your pet, and will always endeavour to contact you if this estimate is likely to be exceeded. However, there may be circumstances when immediate treatment is required or a pet’s illness may not follow a conventional course, therefore we cannot guarantee the estimate will be the total final cost.

Policy on Prescriptions and Use of Unlicensed Medication

You may obtain Prescription Only Medicines, Category V (POM-V) from your veterinary surgeon OR ask for a prescription and obtain these medicines from another veterinary surgeon or a pharmacy. Prescriptions are available from the Practice; however, your veterinary surgeon may only prescribe these medicines for animals under their care. A prescription may not be appropriate if your animal is an in-patient or immediate treatment is necessary.

The general policy of the practice is to reassess the patient requiring repeat prescriptions every six months, but this will vary with individual circumstances. A standard charge will be made for writing a prescription and detail of this fee and the standard examination charge can be ascertained by contacting the clinic.

At times we may decide that use of an unlicensed medication, i.e. off label is appropriate for your pet, by consenting to this treatment you accept that there may be risk and side effects associated with the treatment.

Record Ownership

Records and other similar documentation i.e. radiographs, ultrasounds and lab reports are the property of Triage Vets. Copies with a summary of the clinical history can be passed, on request, to another veterinary surgeon taking over the case.

Customer Feedback

we look forward to working with you to keep your pet healthy and happy but, if at any time you have concerns or suggestions, please do not hesitate to contact the Practice. We actively welcome your feedback and can assure you that any issues raised will be appropriately addressed.

Formal Complaints

In the unfortunate event that you wish to raise a formal complaint with Triage Vets we request that a formal letter setting out the grounds of the complaint are sent to the following address: Triage Vets, 9 Bittacy Hill, Mill Hill, NW7 1HS

Upon receipt of your letter one of our team will investigate the details of your particular case and respond accordingly to you. Although we always endeavour to respond to a complaint within 7-10 working days of receipt sometimes this is not possible. In such an instance a member of the team will contact you to update you on the progress of your complaint