To ensure your pets welfare we offer an emergency service, which is available outside these hours 24 hours a day 365 days a year. Services provided outside office hours incur an additional charge. In the event of an emergency when the clinic is shut, please phone our telephone number 01872 273959. Here your call will be diverted to CVETs emergency clinic in Penstraze, Truro. CVETs is a dedicated out of hours clinic manned by a team that specialise in emergency care. If your pet needs to stay overnight, CVETs will arrange for him to be transported back to City Road the next day for continued hospitalisation and care.
We are happy to provide routine planned home visits to our patients within a 15 mile radius of the practice for routine treatments, vaccinations etc. , where several animals can be examined on one visit, or euthanasia. With more complex cases requiring investigations and treatments it is best for your pet to be examined at the practice. Our vets are rarely able to visit in an emergency as they are generally fully occupied with clients at the surgery.
The Veterinary surgeon / Client relationship is founded on trust and in normal circumstances we will not disclose to any third party information about a client or animal without either expressed or implied permission.
We accept payment by credit card, cheque and cash. All clients are required to pay for their pet’s treatment at the time. Invoices for surgery, investigations and treatment carried out at CRVC should be paid for at the time of the consultation or on collection of the patient. Drugs, dressings and diets collected from CRVC should be paid for on collection.
Insurance to cover veterinary fees in the event of illness or accident enables many clients to provide the very best treatment when the need arises. At CRVC we support the concept of veterinary fees insurance and undertake to complete and send claim forms within 14 working days. However, the contract of insurance is between the client and the insurance company and payment of veterinary fees is not dependent on acceptance or payment of a claim by the insurance company but subject to our normal payment terms as outlined above unless arrangements for direct payment by the insurance company have been agreed in writing. Under these circumstances, an additional administration fee of £18 will be charged per direct claim.
Under the guidance of the RCVS , BSAVA and BVA, the general policy of this practice is to re-assess an animal requiring repeat prescriptions every 3 months, but this may vary with individual circumstances. The standard charge for a re-examination starts from £48.95 but the examination can be carried out inclusive with annual vaccinations.
We reserve the right to pursue unpaid fees. Civil proceedings may be issued or the matter handed over to a debt collection agency. Any costs incurred will be added to the debt and interest added under The County Courts Act 1984 or subsequent legislation. We reserve the right to ask for cash payments or to refuse to carry out further work if payment is not made in accordance with these terms of business.
As an additional service to our clients we endeavour to send reminders for vaccinations when they fall due. However, the postal service is not 100% reliable and we cannot take responsibility for errors or omissions. It is the owner’s duty to ensure vaccinations are up to date.
Although we have facility for hospitalisation of patients, please be aware that outside of normal working hours, they may not be under constant supervision.Checks are made on a regular basis or at the discretion of the veterinary surgeon in charge dependent on the severity of the illness
Ownership of Records
Case records and similar documents are the property of, and shall be retained by, City Road veterinary centre. Copies with a summary of the history will be passed on request to another veterinary surgeon taking over the case.
Second opinion and Referrals
We would be happy to recommend either a second opinion (in house) or referral to a specialist if a case is deemed too complicated or outside our expertise. We are also happy to accept second opinions. In these cases we would need to request a full previous medical history before seeing your pet.
These terms of business apply to all clients of CRVC unless varied in writing.
We hope that you are satisfied with the efficiency and quality of our service. If, however, you are not, please refer promptly to The Practice manager at CRVC in writing. Account queries should also be notified to The Practice manager as soon as possible.