Terms of Business

• All patients will be seen by veterinary referral only. Veterinary services other than the problem for which the patient is referred will continue to be provided by the patient’s home practice. This includes all pre-existing prescriptions and medications and food.
• As a vet-led rehabilitation centre, it is our policy to carry out an initial assessment of every patient presented to us. This ensures we uphold the highest standards of clinical care and patient safety, and that any treatment provided is appropriate and is tailored to the patient’s current condition and needs. This initial assessment includes a physical examination and a review of the patient’s status, regardless of the origin of the referral request and the patient history and any diagnostic images and test results provided.
• ARC services are by appointment only. Every effort is made to accommodate clients and to find available appointment slots. 24 hours’ notice is required for the cancellation or rescheduling of an appointment other than in exceptional circumstances and we reserve the right to charge for missed appointments or for appointments changed or cancelled at short notice. Clients delayed in travelling are asked to telephone the centre at the first opportunity to permit rescheduling of other appointments where possible. 
• All patients must be in the care of an adult over 18 years on each occasion. Children are welcome but must be supervised by an adult at all times for their safety.
• ARC is a wet room environment and subject to regular cleaning. Whilst every care is taken to protect your health and safety, you are reminded that floors may be slippery and should exercise care at all times.
• All pets must be on a lead or within an appropriate carrying box at all times when not directed otherwise by a member of staff.
• Water quality and safety is strictly and regularly monitored. Patients suffering from any form of sickness, diarrhoea or skin diseases may not use the hydrotherapy facilities and clients are asked to telephone the centre as soon as possible to rearrange appointments accordingly. Hydrotherapy patients should be clean and free from debris in the haircoat on arrival; a surcharge may be made if the patient requires bathing before being adequately clean to use the facilities. Please allow your pet opportunity to toilet prior to arrival. A charge may be made if a pet soils in the water on more than one occasion to contribute towards costs of shutdown and cleaning.
• ARC, like all veterinary centres, is an unfamiliar environment for your pet. We make every effort to welcome and reassure all pets, but especially when dealing with a painful illness or injury, it may on occasion be necessary to ask you to allow a trained member of staff to hold or restrain your pet and we request that you follow any advice given by staff members for the safety of your pet and yourself.
• Payment must be made at the time for all purchases and services rendered. Payment is accepted by cash, cheque, or credit/ debit card. In the case of insured pets, direct claims will be accepted from certain companies only and the policy excess must be settled at the time of the first visit. A claim form must be provided at the first visit and at every second visit thereafter. If for any reason the insurance company does not settle the full bill, you will be liable for any outstanding amount. In the case of non-payment, services will be suspended and we will seek to reclaim outstanding sums together with a surcharge through a debt collection agency.
• Complaints and Standards – ARC aims to provide the best quality service we can for you and your pet. We hope you never feel the need to complain to us, but if you do want to make a complaint then please do so in writing and address to the Director at ARC Rhona Warnock. Please note that all complaints must be received within 30 days of the appointment date. Complaints can be emailed to: arc@donaldsonsvets.co.uk.

 We aim to respond to all complaints within 10-14 working days.

• Standards of conduct expected of our clients – Just as clients are entitled to expect appropriate standards of care, service and value for money from us, staff are entitled to expect appropriate standards of conduct and behaviour whilst serving our patients and our clients.  ARC’s definition of ‘appropriate’ standards of conduct and behaviour is as follows; clients are not entitled to speak to us or treat us in a manner that would be considered inappropriate should we do the same to them.  This includes swearing, aggressive, abusive or intimidating behaviour towards members of staff, defamation on social media without drawing our attention to a concern. Should such instances occur, ARC reserves the right to de-register the client and their pets.

• Clinical records – Your pet’s clinical records remain the property of ARC and will be kept under the terms of the Data Protection Act (1998). You are entitled to see the records on request. Your pet’s records will be sent to another veterinary surgeon on request from them. If you require a copy for your personal use, a charge maybe made at the rate for administration work.