• Terms & Conditions

Thank you for entrusting the care of your pet with Medivet.

We’re really looking forward to supporting and caring for you as members of our own family.

Responsible Pet Ownership, Medivet, and You

Just like you, Medivet believes in the principle of responsible pet ownership and the benefits of preventative healthcare. This includes regular appropriate vaccinations and regular flea and worm control for dogs, cats and rabbits. Medivet recommends microchipping as the best permanent means of identification for your pet.

Pet Health Insurance

Animals can become ill or get injured without warning. Medivet strongly supports the principle of insuring your pet against unexpected problems and the bills that can go with these. Please ask for details about insurance from any member of staff at your local Medivet practice. Please be aware that, unless we specifically arrange otherwise in writing, it is your responsibility to settle your account with us and then reclaim the fees from your insurance company. Please note that the Medivet Healthcare Plan is not an insurance policy.

 

Fees

Medivet constantly invests in improving the standards of our facilities, equipment, and staff to benefit our patients and clients, and while the National Health Service (NHS) can rely on significant public funding, Medivet relies solely on fee income to deliver similar advanced care for our patients.

Please ensure all fees are paid at the time of treatment as this helps to keep the level of fees as low as possible for all clients.

All professional fees, pet shop and medicine charges are subject to VAT at the prevailing rate. Fee levels are determined by the time and skill level required for a case as well as medicines, materials, laboratory tests, consumables and diets used. Fee levels will also have a contribution towards general overhead costs. Itemised fees are always available for every treatment. You are liable for any fees incurred in the diagnosis and treatment of your pet even if your pet is brought to us on your behalf by an agent, for example a relative or friend.

No medicines or pet shop items can be dispensed without payment being received at the time the items are collected. This does not include items dispensed as part of the Medivet Healthcare Plan, which are subject to the terms and conditions of the plan.

The veterinary surgeons and staff will be pleased to discuss likely costs at any time – please don't hesitate to ask.

Methods of payment

Accounts are due for settlement at our discretion at the end of the consultation or treatment, the discharge of your pet, or upon collection of medicines and other pet requisites. You may settle the account using cash or a credit/debit card – we accept Maestro, Cirrus, Solo, Mastercard, Visa, Delta and American Express. We also have an agreement in place with Braemar Finance who may be able to provide you with a payment plan. In some cases, we accept relevant vouchers that are valid and in date. We usually require, at our discretion, that a deposit of 50% of the estimated costs be paid at the time of admission to our clinic for any procedures or hospitalisation.

Estimates of treatment costs

We will provide written estimates as to the probable costs of a course of treatment. Please bear in mind that any estimate given can only be approximate as it is not always possible to predict how a pet’s illness will progress, and often a pet’s illness will not follow a conventional course. We will try to contact you on the telephone numbers you have given us if we believe the treatment costs are going to exceed the estimated costs. If, however, you are not contactable, we will treat your pet as is necessary for the prevention of pain and/or suffering.

Settlement terms

Should an account not be settled within seven days, then a reminder will be sent. This will include an additional accounting fee in respect of the administrative costs incurred. Should it be necessary for further reminders to be sent, further charges will be incurred. These however, may be deducted at Medivet’s sole discretion if payment is made promptly. After due notice to you, the client, overdue accounts will be referred to our debt collection agency and further charges will be levied in respect of costs incurred in collecting the debt (these include, but are not limited to, the production of reports, correspondence, court fees, attendance at court, phone calls, home visits, etc.).

Any cheque returned by our bank as unpaid, any credit card payment not honoured, and any cash tendered that is found to be counterfeit will result in the original account being restored to the original sum, with further charges added in respect of bank charges and administration costs together with interest at base rate + 3.5% PA on the principal sum.

All missed appointments will be charged for unless reasonable notice of cancellation is given. It is at Medivet’s sole discretion not to charge for a missed appointment.

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 a member of staff. Please note that instalment payments or part-payments of any account may only be sanctioned with the express permission of an authorised partner after appropriate checks have been made and you will need to sign an acknowledgment of debt. The granting of permission for instalment payments rather than full payment at the time of treatment is at Medivet’s absolute discretion.

Ownership of records

Case records including radiographs, clinical notes, laboratory records and similar documents are the property of, and will be retained by, Medivet. Part of the fees charged will be for interpretation of such radiographs or laboratory reports. A summary of the history will be passed on to another veterinary surgeon taking over the case. Should you wish to obtain a copy of the case records or radiographs, Medivet will provide these on payment of an appropriate fee.

 

Out-of-hours Policy

Medivet reserves the right to contact other practices to provide out-of-hours emergency and night care in areas where we do not have a Medivet 24-hour practice. This may mean sharing the out of hours’ duties with other vets in the area or utilising a third party provider to provide our statutory out-of-hours’ provision. Please ask at reception for the details of the emergency and night cover specific to your clinic.

 

Prescription Policy

Prescriptions are available from this practice. 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. Your veterinary surgeon may prescribe POM-Vs only for animals under his or her care. 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. The general policy of this practice is to re-assess every three months any animal that requires repeat prescriptions, but this frequency may increase or decrease depending on individual circumstances and the opinion of the veterinary surgeon. The standard charge for a re-examination for such purposes is the prevailing price of a consultation fee. There is a charge for providing prescriptions. Please ask a member of staff for the current prescription fee.

 

Competition Terms and Conditions

1. The promoter of the competitions is Medivet Group Limited (Company No. 03481736) whose registered office address is 4 Mowat Industrial Estate, Sandown Road, Watford, WD24 7UY (“Promoter”).

2. Enquiries regarding competitions can be directed at the Promoter’s marketing team at marketing@medivet.co.uk.

3. These terms and conditions together with any specific rules set out in the Competition are the Completion Rules (“Rules”) and apply to the Promoters competitions (“Competitions”). By entering a Competition, an entrant is indicating his/her agreement to be bound by these terms and conditions.

4. Rules specific to each Competition are displayed in a notice on the page for such Competition ("Competition") or in a notice in which the Competition appeared and are incorporated into the Rules. In the event of discrepancy between these terms and conditions and the Competition, the Competition shall prevail.

5. The Promoter reserves the right to cancel or amend the competition and these terms and conditions without notice in the event of a catastrophe, war, civil or military disturbance, act of God or any actual or anticipated breach of any applicable law or regulation or any other event outside of the Promoter’s control. Any changes to the competition will be notified to entrants as soon as possible by the Promoter.

6. The Promoter is not responsible for inaccurate prize details supplied to any entrant by any third party connected with this competition.

Qualifying for Competitions


7. To qualify to enter the Competition you must be resident in the United Kingdom. The address you provide with your competition entry ("Entry") may be used to send any prizes so please make sure this is correct.

8. Employees of the Promoter and their close relatives and anyone otherwise connected with the organisation or judging of the competition i.e. prize sponsors, newsagents, wholesalers & their agents are not eligible to enter the Competition.

9. By entering the Competition, you hereby warrant that all information submitted by you is true, current and complete. The Promoter reserves the right to verify the eligibility of all entrants.

10. The Promoter assumes that by reading the publication or by using the website and entering the Competition (and you warrant that) you are aged 18 or over or, if you are under 18, that your parents have consented to your entry into the Competition and these Rules.

11. The Promoter reserves the right to disqualify any entrant if it has reasonable grounds to believe the entrant has breached any of the Rules.

12. In the event that any entrant is disqualified from the Competition, the Promoter in its sole discretion may decide whether a replacement should be selected. In this event, any further entrant will be selected on the same criteria as the original entrant and will be subject to these Rules.

Entries for Competition


13. There is no entry fee and no purchase necessary to enter this competition.

14. Competition entries must be made in the manner and by the closing date specified on the Competition. Failure to do so will disqualify the entry.

15. Only one entry per person per Competition is allowed (except where the Competition states that more than one entry can be submitted) and any entrant who enters more than the permitted maximum will be disqualified. Where a winner has been selected and the Promoter discovers or has reasonable grounds to believe the winner has made more than one Entry, the Promoter reserves the right to select an alternative winner. Any further winner will be selected on the same criteria as the original winner and will be subject to these Rules.

Prizes


16. Prize winners will be chosen based on the Promoter’s discretion or unless specified otherwise in the Competition Notice, from all qualifying Entries within 28 days of the closing date specified in the Competition Notice. In all matters, the decision of the judge(s) shall be final and no correspondence or discussion shall be entered into.

17. The Promoter will notify the winner when and where the prize can be collected/is delivered.

18. Prize winners will be notified in the manner and within the time specified on the Competition Notice. Return of any prize notification as undeliverable or failure to reply as specified in the notification (and within the time stated) may result in disqualification and selection of an alternate winner. If more than one prize is awarded only one prize per entrant will be awarded. Competition winner(s)’ names may be published on appropriate social media channels and/or the website: www.medivet.co.uk.

19. Claims for prizes must be made in the manner and within the time specified on the Competition. Failure to claim a prize within this time or in the manner specified may result withdrawing the prize from the winner and the selection of an alternate winner.

20. The prize is as stated and no cash or other alternatives will be offered. The prizes are not transferable. Prizes are subject to availability and we reserve the right to substitute any prize with another of equivalent value without giving notice.

21. Prizes are awarded at the discretion of the Promoter and no prizes will be awarded as a result of improper actions by or on behalf of any entrant.

22. Where a prize may not be appropriate for a younger contestant, the minimum age for entry will be stated in the Competition and must be observed. The Promoter reserves the right to request written proof of age of any winner.

Promoter’s Liability


23. The Promoter cannot accept any responsibility for any damage, loss, injury or disappointment suffered by any entrant entering the competition or as a result of accepting any prize. The Promoter is not responsible for any problems or technical malfunction of any telephone network or lines, computer on-line systems, servers, or providers, computer equipment or software, failure of any email or entry to be received on account of technical problems or traffic congestion on the Internet, telephone lines or at any website, or any combination thereof, including any injury or damage to entrant's or any other person's computer or mobile telephone related to or resulting from participation in the competition. Nothing shall exclude the Promoter’s liability for death or personal injury as a result of its negligence.

Data Protection and Publicity


24. Winners may be requested to take part in promotional activity and the Promoter reserves the right to use the names and addresses of winners in any publicity both in paper and online.

25. Any personal data relating to the winner or any other entrants will be used solely in accordance with the United Kingdom’s Data Protection Legislation and any subordinate legislation passed under the Act.

26. Any personal data relating to entrants will not be disclosed to a third party without the individual’s consent.

27. Please see the Promoters Data Protection Notice and Privacy Policy at www.medivet.co.uk/terms-conditions for further details. Data relating to entrants will be retained by the Promoter for a reasonable period after the competition closes to assist the Promoter to operate competitions in a consistent manner and to deal with any queries on the competition.

Governing Jurisdiction


28. The competition and these terms and conditions shall be governed by and construed in accordance with English law. You and the Promoter irrevocably agree that the courts of England shall have exclusive jurisdiction over any claim or matter or to settle any dispute which may arise out of or in connection with these Terms & Conditions and that accordingly any proceedings may be brought in such courts.

 

General

Medivet may contact you either by letter, phone, text or electronic means in order to advise you of outstanding accounts, reminders of your pet’s preventative healthcare treatments, and any marketing initiatives that might be of benefit to you or your pet. Please inform us if you wish to modify how we may contact you. Please be aware that choosing to have no contact from us at all will remove the ability of the practice to send vaccination reminders.

Reminders are provided as a complimentary service to our clients. Medivet accepts no liability for any loss, damages or costs which may result from the failure of a client to receive any reminder.

No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by one of the group’s partners. No agent or person employed by, or under contract with Medivet, has the authority to alter or vary these conditions in any way.

We participate in a nationwide project aimed at improving the health and wellbeing of pets. Together with the Royal Veterinary College and other participating practices, data from our patients’ records is collected, pooled and analysed to identify risk factors, assess and compare different treatment protocols, and improve early diagnosis of disease.

All data collection, storage and usage is anonymised and fully compliant with relevant data protection regulations.

Please tell a member of practice staff if you do not wish to participate. 

 

Privacy Policy

At Medivet, we aim to be completely transparent with regards to all user data processed and stored by this site. We also understand how important protecting your privacy is and adhere to the Data Protection Act.

What data do you collect?

Upon registration with one of our practices, we will collect a range of essential personal data about you and your pet(s). This will only be used by us and is not shared with third parties.

The only exception to this is the VetCompass scheme, which is run by the Royal Veterinary College. VetCompass is dedicated to learning from current veterinary experience of our pets and using this knowledge to improve understanding for the pets of the future. All client data sent by us for this scheme is aggregated and anonymised. However, we understand if you might wish to opt out of the scheme. If this is the case, please let your practice know. For more information on the scheme, please visit our Vet Compass page.

What will you send me and when?

We send all newly registered clients a copy of our terms and conditions. This requirement is set out by the Royal College of Veterinary Surgeons (RCVS).

Any further communications will depend largely on your selected preferences. Most clients opt to receive reminders for booster vaccinations and other health-related issues.

We may also send you general information to keep you informed, such as a change in opening hours, as well as carefully selected promotions and newsletters which we consider to be relevant and useful to you and your pets.

The frequency of any communications will also depend on your own preferences. Please let us know how many communications you wish to receive from us and we will regulate accordingly.

Phone Recordings

In accordance with Personal Data Regulations please note the following:

We may record incoming phone conversations from time to time for training and monitoring purposes. If we do so there will always be a voice message prior to us answering your call to let you know.

If you receive such a voice message and you do not wish your call to be recorded, or if you are making a payment over the phone, please inform our member of staff when they answer your call and they will call you back – outgoing calls are not recorded.

Records of phone calls which have been recorded are encrypted and password protected. They are deleted within 60 calendar days.

What is the online privacy policy?

This site uses performance cookies to analyse site usage data. The data collected from users is aggregated and anonymous. By using our website, you agree that we can place these types of cookies on your device.

The data collected may include:

  • Browser
  • Operating system
  • IP address
  • Time spent on site
  • Pages visited

Collecting this data allows us to analyse our website and target areas of improvement to benefit you. Your data is collected for a specific, lawful purpose and will not be passed on to, or shared with, any third parties. Appropriate measures, such as firewalls, are in place to prevent any unauthorised processing of your data.

We may feature links to outside websites. Once you leave our site, we no longer have any control over the content, so we do not claim responsibility for any content seen on external sites. The Vethelpdirect widget is a third party application and has a strict Privacy Policy which you can read on their own website by clicking here.

On our website, we have a variety of pixels which enable cookies to be dropped onto your machines. These cookies may be used to target users on third party websites within the Yell network, social media platforms or Google. For more information about behavioural targeting and how to opt-out of being targeted for any behavioural advertising by any member of the Internet Advertising Bureau, please visit: www.youronlinechoices.com.

 

Enquiries and subscription

Please direct any enquiries to our support centre at enquiries@medivet.co.uk or 01923 470 000.

Alternatively, please write to us at: 

Medivet

Unit 4, Mowat Industrial Estate

Sandown Road

Watford

WD24 7UY

Should you wish to amend or cease any email correspondence from us, we offer a one-click unsubscribe option. Alternatively, please speak to your practice about preferences and your options.

 

Medivet Gender Pay Gap Report 2017

  • Mean gender pay gap: 28%
  • Median gender pay gap: 28%
  • Mean bonus gender pay gap: 73%
  • Median bonus gender pay gap: 42%
  • Proportion of males receiving a bonus: 58%
  • Proportion of females receiving a bonus: 81%

Proportion of males and females in each quartile band:

  • Quartile 1: Males 6% Females 94%
  • Quartile 2: Males 7% Females 93%
  • Quartile 3: Males 15% Females 85%
  • Quartile 4: Males 26% Females 74% 

Supporting statement:

The salaries for our receptionist, patient care assistant, student vet nurse and qualified vet nurse roles are outlined in a salary grading schedule. This schedule is gender neutral and includes a number of different factors which are dependent on; level of experience, location of the practice, size of the practice, profitability of the practice and period of continuous employment within Medivet.

Below we have detailed the mean gender pay gap of each level of role:

  • Receptionist: -2%
  • Patient Care Assistant: -5%
  • Student Veterinary Nurse: 4%
  • Qualified Veterinary Nurse: -3%
  • Head Veterinary Nurse: -4%
  • Veterinary Surgeon: 4%
  • Support Staff: 3%

Vet nurses have the largest gender pay gap across the business. Statistics from the last RCVS factsheet in 2015, shows that there are only 271 registered male vet nurses in the UK, compared to 12,399 registered female vet nurses. Unfortunately, this demonstrates that there is a vast shortage of male veterinary nurses within the industry.

Consequently, there are a greater number of female vet nurses over male vet nurses within Medivet. Statistically, there are a greater number of more experienced female vet nurses over experienced male vet nurses, due to the lack of male vet nurses in the industry. Therefore, there is a greater varying level of length-of-service among female vet nurses. Which in this instance, despite having gender-neutral salary grading schedules, is why the data shows a negative gap. Therefore, the overall “mean hourly pay” of female veterinary nurses is 3% higher than males.

In conclusion, after breaking down the percentage gender pay gap between each job area, it showed that there is only a marginal difference in “mean hourly pay” between males and females. However, the overall “mean gender pay gap” for Medivet is greater due to the veterinary industry being female-dominated.

Arnold Levy
CEO

 

Complaints and Standards

Medivet is committed to providing an exceptional standard of service and care in line with both our Patient Charter and our Client Charter. As an Investor in People accredited practice, Medivet provides ongoing training to its staff regarding all aspects of companion animal practice.

We realise, however, that things can sometimes go wrong and there may be occasions when you feel your expectations were not met. When this happens we want to hear about it so that we can try to put things right.

 

A guide to making a complaint

We take complaints about our work, staff and levels of service very seriously, but we hope that before you make a formal complaint, you will give the practice concerned a chance to resolve the issue.

Most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. Please address your complaint to the lead vet responsible for the practice concerned. If you are unsure of their name, the staff at the practice will be able to provide you with this level of detail.

Only once a genuine effort has been made to resolve the matter at practice level will the complaint be considered by one of the regional or support centre partners. Therefore, if you would like to progress your complaint further, we kindly ask you to email us at enquiries@medivet.co.uk (you can send a letter* but an email is preferred) as soon as possible, ideally within a matter of days or at most, a few weeks.

Regretfully, we are unable to investigate complaints that have been made more than six months after the event.

To help us investigate your complaint, please include the following details:

  • What is the nature of your complaint?
  • Which practice are you making the complaint about?
  • When did the problem occur?
  • Who was involved?
  • What would you like the outcome to be?

What will we do?

We will acknowledge your complaint within five working days, telling you who is dealing with your complaint and when you can expect to receive a reply.

In most cases, we hope to give you a full reply within 15 working days, but if it is going to take longer, we will get in touch with you to let you know what is happening. We will then be in a position to offer you an explanation, and/or the results of our investigation.

When we look into your complaint, we will:

  • Find out what happened and what went wrong
  • Make sure you receive an apology, (where appropriate)
  • Identify what we can do to make sure the problem does not happen again 

What should you do if you are still unhappy?

We hope that if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance to put right whatever has gone wrong, and it is an opportunity for us to improve our practice. This does not affect your right to approach our governing body, the Royal College of Veterinary Surgeons (RCVS), if you are dissatisfied with the result of our investigation.

 

*If you prefer to send a letter, please address it to: Medivet Veterinary Group, Unit 4 Mowat Industrial Estate, Sandown Road, Watford, WD24 7UY.

 

And finally

We’re really looking forward to looking after all your pet’s needs for many years to come. If there’s anything we can do better, or if you’ve any suggestions about how we can make you and your pets feel even more like family, please let any member of staff know.

 

Kind regards

Medivet

 

Terms and conditions are subject to change without notice. Please ask in practice for the latest version.

To make an enquiry click here or find your local practice