Skip to main content

Sub navigation

Terms and Conditions

Thank you for choosing Best Friends Vets Ltd to care for your pets.

We are pleased to act as veterinary surgeons for your domestic pets and endeavour to provide a professional and friendly service. In accordance with the recommendations of our professional body, the Royal College of Veterinary Surgeons, these Terms and Conditions confirm the basis on which we provide services to you so as to avoid any misunderstanding of our responsibilities.

Handling of Animals

Our patients rarely relish a visit to the vet! Therefore, in the interest of minimising their distress, we request you observe the following:

  • Cats must be brought to the surgery in a suitable, secure carrier.
  • Dogs must be controlled on a short lead and collar and should be kept away from cats.
  • Try to stop your pet from coming into contact with other pets to avoid unnecessary exposure to infections that might be present in other patients.

If you believe your dog is aggressive to other dogs or humans, you must inform the practice. This way we can try and make arrangements for you to visit the surgery when it is likely to be quiet.

Staff and Practice Policy

We endeavour to treat you with courtesy and respect in all situations and expect the same in return. We will ensure that a range of reasonable treatment options is offered and explained, including prognosis and possible side effects. We will give realistic fee estimates based on treatment options. We will keep you informed of progress and of any escalations of costs once treatment has started.

We will not divulge information given to us by yourself to any third party without your express permission.

Treatment and Procedures

We will always make animal welfare our first consideration in seeking to provide the most appropriate attention for the animals committed to our care. We will ensure that all animals under our care are treated humanely and with respect. Diagnosis and treatment will be discussed with you and a course of action agreed.

You have the right to refuse a course of treatment, except in circumstances where to do so would be in breach of the Cruelty to Animals Act which states that you must prevent suffering and alleviate pain adequately in an animal under your care. In practical terms this means that the veterinary surgeon can insist on administering pain killers and other first aid measures.

The practice may require you to give written indication of your refusal to allow a recommended treatment to comply with our indemnity insurance. The veterinary surgeons employed in this practice are covered by suitable indemnity insurance.

Refusal of Treatment

The practice reserves the right not to treat an animal if to do so:

  • would be detrimental to the patient
  • would be considered unethical or in breach of RCVS recommendations

The practice reserves the right to restrict treatment to first aid and immediate relief of pain for the patient where:

  • the patient cannot be suitably and safely restrained and thereby presents a danger to staff or other clients
  • the client has an outstanding account that has not been settled after reasonable opportunity to do so
  • the practice has reason to believe that the patient is simultaneously receiving treatment from another veterinary surgeon and we have no clinical history

Every attempt will be made to avoid such a restriction from being enforced.

Emergency Cover

The RCVS requires a veterinary surgeon to take steps to provide 24-hour emergency cover. Our 24-hour emergency cover is provided by Emergency VetCare ltd, a veterinary practice dedicated to providing emergency service. The surgery is based at 101 North Road, Poole. In case of an emergency, please call Best Friends on 01202 485880 and a message will give you instructions on how to contact the emergency service.

Overnight Facilities for Hospitalised Pets

In the course of some illnesses the treating veterinary surgeon may recommend hospitalisation of your pet. In these cases, your animal will be hospitalised at our surgery and will be cared for by a nurse who will remain on the premises throughout the night. An on-duty veterinary surgeon will be available for consultation with the nurse and will attend to your pet as necessary, regardless of time.

Prescriptions

Prescriptions are available from this practice. You may obtain relevant veterinary medicinal products from your veterinary surgeon or ask for a prescription and obtain these medicines from another source. Your veterinary surgeon may prescribe prescription only medicines only following a clinical assessment of an animal under his or her care, meaning that the veterinary surgeon must have been given real responsibility for the health of the animal by the owner or owner’s agent. 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. All prices are individually listed on your invoice. Further information on the prices of medicines is available on request.

The general policy of this practice is to assess an animal requiring repeat prescriptions every three months, but this may vary with individual circumstances. The standard charge for a consultation is as per the up to date price list in the waiting room. Unless you specifically request otherwise, we will continue to provide you with prescribed drugs for your animal.

Payment of Fees

All invoices must be settled at the time of consultation or at the time of the patient’s discharge. Settlement of invoices may be by Credit Card, Debit Card or Cash. 

No credit is available for treatment.