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our practice · us (Hook Norton Veterinary Group LLP) and you (the registered animal owner or...
Transcript of our practice · us (Hook Norton Veterinary Group LLP) and you (the registered animal owner or...
W W W . H O O K N O R T O N V E T S . C O . U K
Welc ome to ou r pract ice
Thank you for registering your horse with Hook Norton Veterinary Group. We have enclosed some information to assist you when communicating and working with our practice.
If you need a vet, wish to make an appointment, order drugs or have a general enquiry, our Reception Team will be pleased to help you.
The Reception and Shop at our Hook Norton Surgery is open 8.00am to 6.30pm Monday - Friday and8.00am to 12.30pm on Saturday.
Kind regards,HNVG
Contents:Page 2 Meet the vetsPage 4 Equine servicesPage 7 XLVetsPage 8 Zone visitsPage 10 Reception & shopPage 11 Contact informationPage 12 DirectionsPage 14 Emergency servicePage 15 Equine visit chargesPage 16 Payment termsPage 17 Terms and ConditionsPage 20 Privacy policy
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MEET THE VETS
Beky Eastland-JonesBVetMed MRCVS
DirectorSam CuttsMA, VetMB, MRCVS
Sally HodgsonBSc (Hons), MA, VetMB, Cert
AVP (EM), MRCVS
Nancy HomewoodSenior Equine Vet, BVetMed, Cert AVP, MRCVS
Fiona EliottBVSc, MRCVS
Tom RightonBVSc, MRCVS
Lizzie RoyceBVSc, MRCVS
Charlotte WilloughbyBVSc, MRCVS
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Lizzie qualified at Bristol University. When not at work Lizzie is kept very busy with her two event horses, including a very naughty 4 year old chestnut mare! Be sure to say hello to Isabella, her little Jack Russel Terrier, who accompanies her on routine visits.
Nancy joined the equine team in 2010. She has a keen interest in equine sports medicine and the health of the racehorse. Nancy is one of our duty vets at Stratford Race Meetings and also covers local point to points and events. She is also our official JMB measurer. In 2017, Nancy completed her Post Graduate RCVS Certificate in Advanced Veterinary Practice. Nancy has volunteered for the Gambia Horse and Donkey Trust and the ‘Vets With Horsepower’ Team. Nancy enjoys all aspects of equine veterinary work, particularly internal medicine, ophthalmology, and dentistry. She is also qualified to treat horses with Acupuncture for a variety of musculo-skeletal conditions. Outside of work Nancy enjoys walking her dogs and triathlon training.
Sally qualified in 2007 and has worked in equine practice ever since, joining the Hook Norton Veterinary Group in 2010. She completed her Certificate in Advanced Veterinary Practice in 2016, which is a modular, online, post-graduate certificate that covers all equine aspects. Sally is also the practice representative on the XLEquine Executive Board. Sally has two spaniels, Spudge and Evie, and a driving pony, Ivor.
Tom qualified from Liverpool University in 2011 and joined the team in 2014. He has previously worked in a mixed practice in Worcestershire and has a special interest in orthopaedic work as well as lameness work ups and wound management. Tom likes to follow national hunt racing/point to point and spends his spare time mountain biking.
Sam graduated from Cambridge in 2010 and joined our Equine team in 2012 and became a Practice Director in 2017. She is one of a handful of Equine Vets ever to have competed at CCI***** level and is thus uniquely placed to understand competition horses and help them to perform at their very best. She has a keen interest in lameness and poor performance, as well as head of our reproduction team. Sam is also an FEI Permitted Treating Veterinarian, Racecourse Veterinary Surgeon and heads up our International Export Department.
Fiona joined the Equine team in 2004. Since starting a family she works at the practice two days a week. She has a particular interest in Sports Horse work and is trained in acupuncture as well as veterinary chiropractic. Along with her husband, Fiona runs Radway Equine Rehabilitation Centre with a cold salt water hydrotherapy spa. Out of work hours, she enjoys spending time with her family.
Charlotte graduated from Bristol University, where she then stayed to complete an internship in veterinary medicine, imaging, and surgery. Charlotte has also undertaken a placement at a well-known stud farm, in both the UK and Australia, developing her interest in reproductive medicine. Outside of work Charlotte can be found riding her old event horse, who is refusing to retire to a life of dressage
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Equ ineSe rvice sOver the next few pages you will see some the services we offer. If you would like any more information then please contact us and speak to one of our receptionists or equine vets.
ACUPUNCTURE:
These treatments are available both at the surgery and at home by
Equine Vets Fiona Elliot and Nancy Homewood who are fully trained
and members of the ABVA. Acupuncture alleviates soft tissue pain
(either primary damage to muscles or secondary strain due to pain
in the skeleton). It can be used alongside or instead of physiotherapy.
Conditions that can be treated include sore backs (either direct muscle
damage or and secondary pain due to kissing spines or hind limb
arthritis), muscle tears or strains, even generalised conditions that lead
to stiff muscles such as laminitis.
DENTISTRY:
All of our Equine Vets are very experienced in examining and floating
teeth to ensure your horse is comfortable both now and in the future.
Being Veterinary Surgeons gives us the option of sedating your horse if he
or she finds the visit at all stressful and thus allows us to achieve the best
result with a relaxed, happy horse. Wolf teeth extractions are routinely
carried out ‘on yard’ whilst more complex cases (particularly non wolf
teeth extractions) are brought into our surgery. For the cases requiring
state of the art techniques we work closely with referral surgeons,
particularly Dr. Chris Pearce MRCVS who visits our clinic on a regular
basis.
DIGITAL ENDOSCOPY:
We have a variety of fibreoptic endoscopes enabling us to visualise the
horse’s upper airway, nasal passages, guttural pouches, teeth, sinuses
and bladder. Tracheal washes and bronchoalveolar lavages (BALs) are
also part of our routine diagnostics.
EXPORT TESTING & PAPERWORK:
We are lucky to have a large team of accredited Official Veterinarians,
headed by Sam Cutts. They are all very experienced in carrying out the
required testing and completing the paperwork required to send horses
all over the world. Wherever you would like to send your horse, we are
happy to help!
GASTROSCOPY:
Gastroscopy is used to assess the stomach of horses to diagnose
disorders such as equine gastric ulcer syndrome. We have the latest
video endoscopes enabling our vets to assess the oesophagus (gullet),
the stomach and the first part of the small intestine (duodenum) to
undertake a complete assessment of your horse.
MOBILE DIGITAL X-RAY:
Our wireless, portable, digital x-ray system offers exceptional quality
images in a matter of seconds which can quickly and easily be emailed
around the world, whether it be to a purchaser abroad or to your farrier!
OFFICIAL MEASUREMENT:
We have a JMB (Joint Measurement Board) approved measuring pad at
the Clinic and Nancy Homewood is on the JMB panel of Official Measurers.
We accept measures from both clients and non-clients – please contact
us on 01608 730085 to book a measurement or to find out more about
what is required. All measures must be booked and paid for online before
the appointment via the official JMB website: www.thejmbonline.co.uk.
LAMENESS & POOR PERFORMANCE INVESTIGATIONS:
We offer a mobile and clinic based lameness investigation service with
our highly experienced team. Whilst many lamenesses can quickly be
diagnosed and resolved ‘on yard’, more complex or subtle lamenesses,
as well as poor performance investigations, often benefit from coming in
to our clinic where we have a hard trot up, lunge pad and stocks, as well
as all our diagnostic equipment. As these cases can take several hours
to properly work up, many clients find it convenient to leave their horses
with us for the day, thereby avoiding the need (and expense!) of taking
time off work.
Here at Hook Norton we understand the pressures facing modern
competition horses –our team include vets who compete and own horses
at the highest levels and we pride ourselves on a truly holistic approach,
working closely with farriers, physiotherapists and other complementary
therapists.
We understand that there is an ever smaller division between the
top placings whether it be dressage, eventing, showjumping, racing,
endurance or driving, and we have vets with specific interests and
experience across the disciplines to help ensure your horse is performing
at their optimum.
We recommend start, mid and end of season checks particularly for
upper level athletes – please contact the clinic on 01608 730085 if you
have any questions or would like to discuss an assessment.
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We have a close working relationship with Dr Jessica Kidd, an RCVS and
European Specialist in Equine Surgery.
CLASS 4 LASER SURGERY:
Our surgical laser team, headed by Tom Righton, handles an ever
growing surgical caseload with outstanding results. Many sarcoids can
be removed under standing sedation with local anaesthetic, although
horses with multiple sarcoids or those which are difficult to access may
require a short general anaesthetic. Our surgical laser can also be used
to remove melanomas and other growths – please contact the Surgery
on 01608 730085 if you have any questions.
ONSITE SURGICAL FACILITIES FOR OPERATIONS UNDER STANDING
SEDATION AND GENERAL ANAESTHESIA:
At HNVG we have a close working relationship with Dr Jessica Kidd, an
RCVS and European Specialist in Equine Surgery and are able to offer
most elective & emergency surgeries, including:
» OCD fragment removal
» fracture repairs
» joint flushes
» tenoscopy
» arthroscopy
» cryptorchid (‘rig’) castrations
» upper airway surgery (such as hobdays and tie backs)
» ISLD (interspinous ligament desmotomy) for ‘kissing spines’
PORTABLE DIGITAL ULTRASONOGRAPHY:
Our portable digital ultrasound machine allows us to capture very high
quality images of the tendons and ligaments of your horse’s legs. This
can lead us to diagnose specific conditions, assess level of injury and to
form treatment plans for your horse. Rehabilitation of some injuries can
take a lot of time to heal, and repeat ultrasound scans help the equine
vets to assess repair of the soft tissue along the way.
REPRODUCTION - SYNCHRONISATION FOR EMBRYO TRANSFER,
NATURAL & AI (CHILLED AND FROZEN) SERVICES:
Whether you own a Thoroughbred stud or want to breed for the first time
from your Sports Horse mare we offer very competitively priced Stud or
Artificial Insemination packages and are happy to answer any questions
you may have. Our highly proficient team, headed by Sam Cutts, have
a wealth of experience scanning mares and with natural, chilled and
frozen insemination, as well as synchronising mares and recipients for
Embryo Transfer. We are also able to receive and store frozen semen at
the Surgery for mares coming to the clinic for insemination.
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Together we can have the freedom to focus on
patients, not targets.
SHOCKWAVE THERAPY:
ESWT or ‘Shockwave’ therapy is a very useful adjunct to the treatment of
many ligament injuries and back pain in the competition horse, helping
to stimulate healing and reduce pain. We have invested in the new Storz
Medical portable system which combines the ability to produce high
enough pressure with the luxury of being very easy to transport. ESWT
can also be used with remarkable effects in the treatment of angular
limb deformities in foals.
STEM CELL THERAPY:
HNVG are excited to be part of the launch of Arti-cell Forte®! As a stem
cell based product it offers a totally different way of treating lameness
and is particularly targeted at young – middle aged horses with milder
lameness in which it hopes to both resolve the lameness and improve
future joint health. Whilst intra articular steroid medication has been
crucial in keeping lameness at bay for many years, there are now a
wide variety of pharmaceutical treatment options. We are keen to offer
our clients and your horses the most appropriate options in each case.
Those we already commonly use at HNVG include the following:
» IRAP
» PRP
» Polyacrylamide Gel
» Hyaluronic acid
» Intramuscular pentosan polysulphate (Cartrophen®)
» And not to forget oral anti inflammatories such as Equipalazone®
(‘bute’)
If you would like to find out any more information about any of these
options, or are worried your horse might be lame or are suffering from
performance issues please contact the clinic to speak to one of our vets
who will be happy to discuss your concerns.
VETTINGS:
Buying a horse can be a difficult process which the ‘vetting’ or pre-
purchase examination is designed to help. 2-stage or 5-stage vettings
comprise an in depth examination of your chosen horse in order to
identify potential risks associated with purchase and whether your horse
is likely to be able to physically fulfil your requirements.
Our team of very experienced equine vets take great pride in offering
a bespoke vetting/pre-purchase examination service for everything
from 4* Eventers, Grand Prix Showjumpers and Dressage Horses to
children’s ponies and hacks. We will discuss your horse requirements
prior to performing the 2 stage or 5 stage vetting and then provide you
with a full post-vetting/ pre-purchase examination report. Radiography,
ultrasound imaging and endoscopy are available in addition to the
standard vetting on request.
WORMING MANAGEMENT:
Our fantastic Lab Team has all the skills and knowledge for us to be
able to perform in-house Worm Egg Count’s (and much more!), which
means we can advise you on what action you need to take with your
horse within 24-48 hours.
We also offer an Annual Worming Package, where for £70* you receive
everything you need to look after 1 horse, in a well-managed pasture for
1 year.
Included:
> Wormers*
> Worm egg count pots
> Advice
> Weigh tape
> Text message reminders
> Discount for annual renewals
Contact us on 01608 730085 to find out more!
(*NB additional wormers, if required, are at an additional cost)
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Independence matters
XLVETS
XLVets is a group of 22 independent, mixed and equine veterinary practices spanning the length and breadth of
the UK. We are a collaborative group and endeavour to be nationally recognised as the ‘quality mark’ for
veterinary care for horses, ponies & donkeys.
Here at Hook Norton Veterinary Group, we know how important it is for our vets to have the clinical freedom
to tailor the care we provide on an individual basis so that all our clients get the best service possible. This
is why we remain independent from any corporate or other ownership, continuing our long tradition of
providing high-quality veterinary care with a family ethos.
We continue to be a member of XLVets, who provide us with invaluable support and resources, whilst
enabling us to help support other independent practices around the country. We work together to share,
experience, knowledge, ideas and skills in order to define and deliver the highest standards of equine
health, care and welfare. For more information visit www.xlequine.co.uk
Zone Map
If you are unsure of your zone day, please contact the Surgery.T: 01608 730085 or E: [email protected]
Tuesday
Wednesday
Thursday
ColdHigham
Towcester
Weedon
Blakesley
Bugbrooke
PattishallLitchborough
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Z O N EV IS IT S
Below: The map is for guidance only. If you are
unsure of your zone day please contact us.
As a practice we run a system of free visits
on specific zone days. The practice area has
been divided up into three segments, each of
which is allocated a different day of the week.
Registered clients must phone and book no
later than 48-hours prior to their zone visit
day (which are Tuesdays, Wednesdays or
Thursdays, depending on your colour coded
area, shown on the map).
By offering a limited selection of routine
procedures and efficiently organising the vet’s
day we can remove the visit charge.
However our zone visit clients need to be
flexible. The vet will determine the time of the
visit from the number of calls booked in on a
particular day. The day prior to your zone visit
we will contact you by telephone and you will
be given a 2-hour time ‘window’ in which the
vet is expected to arrive.
Your horses/ponies need to be caught,
ready and waiting with their passports for
when the vet arrives on the yard and there
must be a suitable person present to handle
the animal/s. Vets are unable to perform
extra examinations or treat extra horses in
addition to the procedures booked.
Free zone visits will be allocated on a ‘first
come, first served’ basis and are generally
only available to clients who are up to date
with their invoice payments - i.e. paid within
30 days from the date of invoice. This directly
rewards clients dealing efficiently with their
invoices - enabling us to provide this free
visit service. Clients who recieve a zone visit
but are not up to date with our Payment
Terms will be charged as a Multiple/Shared
Visit (approximately 1/3 of a full visit for their
area) - unless the delay in payment is due to a
pending insurance claim.
To book onto a free zone visit simply contact
our Equine Reception Team on 01608 730085
(option 1) and we will book you onto the next
available day.
Zone visits do not work with everyone’s
commitments and work schedules; if you
cannot be available for the 2-hour time
window on your allocated day we will be more
than happy to book you a visit at a time to suit
you.
We run a system of free visits on specific zone days. The practice area has been divided up into three segments, each of which is allocated a different day of the week.
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» Vaccinations
» Blood tests
(At the Vet’s discretion. Please note that some blood tests will require you to bring the bloods back to the Hook Norton
Surgery within 2-hours. If you cannot do this, then we recommend that you book a regular visit with one of our vet’s.)
» Dentistry (Routine manual rasping only - maximum of 2 sets of teeth per call)
» Dressing changes (at Vet’s discretion)
» Sedate for clipping/dentist (Maximum of 2. If we are sedating for your dentist, they must be registered with the BAEDT)
» Stitch/ Staple removal
» Mite injections
» Micro-chipping
» Non-Weatherby Passports & Identification papers
ROUTI NE PROCEDURE S INCLUDED O N FREE ZONE V IS ITS
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RECEP TION & SHOP
The Reception at our Hook Norton Surgery
is open from 8.00am to 6.30pm, Monday to
Friday and 8.00am to 12.30pm on a Saturday.
Our dedicated Reception Team are available
to assist clients with making appointments,
ordering and collecting drugs and contacting
vets.
We have a well stocked and competitively
priced shop, supplying POM-VPS products,
consumables and other seasonal products.
This is backed up with professional advice
from our SQP/AMTRA qualified staff.
POM-V drugs will require veterinary
authorisation, therefore we ask for 24-hours
notice before collection.
Drugs can be collected from our Hook Norton
Surgery any time during open hours Monday
to Saturday.
Drugs will be available for collection from our
branch surgeries in Charlbury, Deddington
and Moreton-in-Marsh (pending veterinary
authorisation) Monday - Friday, from 5.00pm
the following day.
DRUG COLLECTION:
Please make sure you notify us 24-hours
in advance of any drug orders wherever
possible so that we can obtain the relevant vet
authorisation, and have your order ready for
when you arrive. Be warned, the receptionists
get very busy during the springtime rush!
Top: Hook Norton ShopLeft: HNVG supplements
1 1
C ONTACT USContact UsHook Norton, Charlbury, Deddington & Moreton-in-Marsh
Deddington Branch Moreton BranchCharlbury BranchHook Norton Veterinary Group,Charlbury Practice,The Spendlove Centre,Enstone Road, Charlbury,Oxford, OX7 3PQ
Pets: 01608 811250 [email protected]
Hook Norton Veterinary Group,Deddington Practice,Heritage House, St. Thomas Street,Deddington, Oxfordshire,OX15 0SY
Pets: 01869 337732 [email protected]
Hook Norton Veterinary Group,Moreton-in-Marsh Practice,Cotswold Business Village,3 Wychwood Court,Moreton-in-Marsh, GL56 0JQ
Pets: 01608 695305 [email protected]
Hook Norton Hospital
About Us
Hook Norton Veterinary Group is a mixed practice with separate small animal, farm and equine departments and over 30 dedicated vets providing round-the-clock care.
Our main branch at White Hills Surgery is a tier 3 Small Animal Hospital under the Royal College of Veterinary Surgeons (RCVS) accreditation scheme. This means that we have passed rigorous inspections covering areas such as health and safety, hygiene, the provision of 24 hour cover and clinical governance. All departments have access to sophistcated on site laboratory facilities for diagnostic testing.
We are proud members of XLVets, a group of privately owned veterinary practices spanning the length and breadth of the UK working together to share veterinary ideas, knowledge and skills. We are able to share information and ideas, using forums and continuing education meetings.
With the aim of delivering the best care for your pets, horses and livestock we are committed to providing a professional modern veterinary service with traditional values in an approachable compassionate manner.
www.hooknortonvets.co.uk
Swerford
HookNorton
GreatRollright
LongCompton
LittleCompton
Kingham
Moreton-in-Marsh
Stow-on-the-Wold
UpperRissington
Charlbury
Enstone
ChippingNorton
GreatTew
Glympton
Wootton
Deddington
Bloxham
Rousham
NorthAston
Ascott-U-Wychwood
Todenham Sibford Gower Tadmarton
Hook Norton Veterinary Group,Hook Norton Hospital,White Hills Surgery, Sibford Road,Hook Norton, Banbury, Oxon,OX15 5DG
Pets: 01608 730501Equine & Farm: 01608 730085Accounts: 01608 738501
1995Simon Richards
joined the Partnership
2006Alan Walker retired 2013
Sam Baldwyn joined the Partnership
2019Moreton-in-Marsh
branch opened
1985Charlbury
branch opened
2002HNVG moved to purpose
built premises on outskirts of Hook Norton village
2017Sam Cutts & Will Oldham
joined the Partnership
2008Gary Jennings joined the
Partnership & Deddington branch opened
1985Steve Glanvill
joined the Partnership
1981HNVG was founded by Alan Walker
1983Shipston-on-stour
branch surgery opened
Contact UsHook Norton, Charlbury, Deddington & Moreton-in-Marsh
Deddington Branch Moreton BranchCharlbury BranchHook Norton Veterinary Group,Charlbury Practice,The Spendlove Centre,Enstone Road, Charlbury,Oxford, OX7 3PQ
Pets: 01608 811250 [email protected]
Hook Norton Veterinary Group,Deddington Practice,Heritage House, St. Thomas Street,Deddington, Oxfordshire,OX15 0SY
Pets: 01869 337732 [email protected]
Hook Norton Veterinary Group,Moreton-in-Marsh Practice,Cotswold Business Village,3 Wychwood Court,Moreton-in-Marsh, GL56 0JQ
Pets: 01608 695305 [email protected]
Hook Norton Hospital
About Us
Hook Norton Veterinary Group is a mixed practice with separate small animal, farm and equine departments and over 30 dedicated vets providing round-the-clock care.
Our main branch at White Hills Surgery is a tier 3 Small Animal Hospital under the Royal College of Veterinary Surgeons (RCVS) accreditation scheme. This means that we have passed rigorous inspections covering areas such as health and safety, hygiene, the provision of 24 hour cover and clinical governance. All departments have access to sophistcated on site laboratory facilities for diagnostic testing.
We are proud members of XLVets, a group of privately owned veterinary practices spanning the length and breadth of the UK working together to share veterinary ideas, knowledge and skills. We are able to share information and ideas, using forums and continuing education meetings.
With the aim of delivering the best care for your pets, horses and livestock we are committed to providing a professional modern veterinary service with traditional values in an approachable compassionate manner.
www.hooknortonvets.co.uk
Swerford
HookNorton
GreatRollright
LongCompton
LittleCompton
Kingham
Moreton-in-Marsh
Stow-on-the-Wold
UpperRissington
Charlbury
Enstone
ChippingNorton
GreatTew
Glympton
Wootton
Deddington
Bloxham
Rousham
NorthAston
Ascott-U-Wychwood
Todenham Sibford Gower Tadmarton
Hook Norton Veterinary Group,Hook Norton Hospital,White Hills Surgery, Sibford Road,Hook Norton, Banbury, Oxon,OX15 5DG
Pets: 01608 730501Equine & Farm: 01608 730085Accounts: 01608 738501
1995Simon Richards
joined the Partnership
2006Alan Walker retired 2013
Sam Baldwyn joined the Partnership
2019Moreton-in-Marsh
branch opened
1985Charlbury
branch opened
2002HNVG moved to purpose
built premises on outskirts of Hook Norton village
2017Sam Cutts & Will Oldham
joined the Partnership
2008Gary Jennings joined the
Partnership & Deddington branch opened
1985Steve Glanvill
joined the Partnership
1981HNVG was founded by Alan Walker
1983Shipston-on-stour
branch surgery opened
Hook Norton
Charlbury Branch Deddington Branch Moreton Branch
Hook Norton Veterinary Group,Hook Norton Hospital,White Hills Surgery, Sibford Road,Hook Norton, Banbury, OxonOX15 5DG
Hook Norton Veterinary Group,Charlbury Practice,The Spendlove Centre,Enstone Road, Charlbury,Oxford, OX7 3PQ
Pets: 01608 [email protected]
Hook Norton Veterinary Group,Deddington Practice, Heritage House, St. Thomas Street,Deddington, Oxfordshire,OX15 0SY
Pets: 01869 [email protected]
Hook Norton Veterinary Group,Moreton-in-Marsh Practice,Cotswold Business Village,3 Wychwood Court,Moreton-in-Marsh, GL56 0JQ
Pets: 01608 [email protected]
Pets: 01608 730501Equine & Farm: 01608 730085Accounts: 01608 738501
1 2
DIRE CTIONS
“HNVG are proud to be a part of the communities where our branches are located and provide a quality service to local pet, equine and farm owners in the area.”
HOOK NORTON SURGERY
Our Hook Norton Surgery is situated on the
outskirts of Hook Norton village. Please use the
postcode OX15 5DF if you are using a SAT NAV.
This will take you to The Gate Hangs High pub
which is situated at a crossroads. Take the turn
towards Hook Norton village and you will see
the Hook Norton Surgery turning on the left-
hand side .
CHARLBURY BRANCH
Our Charlbury branch is situated just off the
Enstone road in the heart of Charlbury. Please
use the postcode OX7 3PQ, if you are using
SAT NAV. Turn off the Enstone road by The
Co-operative Food Store. Behind The Co-op is
the Spendlove Centre (next to the Charlbury
Community Centre), you will find our Charlbury
branch situated on the left-hand side as you
face the building.
DEDDINGTON BRANCH
Our Deddington branch is sitauted towards
the outskirts of Deddington. If using a SAT
NAV please use the postcode OX15 0SY. Head
towards Oxford on New Street. As you leave
Deddington you will see a left turning with a
grass triangle & planters in the middle. Take
this left turn onto St Thomas Street. A further
20 metres, there is a small lane on the right,
which is signposted for both HNVG and Cox’s
Garage. Take this turning and you will see the
branch behind the garage on the left. Free
parking is to the rear.
MORETON-IN-MARSH BRANCH
Our Moreton branch is located at the Cotswold
Business Village on the outskirts of Moreton-
in-Marsh. Please use the postcode GL56 0JQ
if using SAT NAV. As you head into/out of
Moreton on the London Road you will see the
Cotswold Business Village clearly signed. Turn
into the Cotswold Business Village and take
the second left-hand turn, before Cotswold
Casement. The branch is situated at the far
corner of the building and is clearly signed.
All branches have free parking.
If you are unsure as to the location of a
particular branch, please contact our
friendly Reception Team.
Right: The front of our Hook Norton Surgery.
1 3
DIRECTIONS TO OUR HOOK NORTON Surgery FROM THE BRANCH surgeries
FROM CHARLBURY
Turn left out of the Spendlove Centre and follow the B4022 towards Enstone/ A44. Turn left onto the
A44 and head through Enstone towards Chipping Norton, staying on the A44. At the roundabout
take the 2nd exit onto the A3400. Continue 1 mile on the A3400, take the 2nd right turn towards
Great Rollright. Stay on this road and turn left at the T junction. Stay on this road for 3 miles. After
the Firs Garage you will come to a pub called The Gate Hangs High (on the left), turn right opposite
the pub and you will see the Hook Norton Surgery signed on the left-hand side.
FROM DEDDINGTON
Turn left out of the branch surgery lane and onto St Thomas Street. Then turn right onto the
Highstreet at the T junction. At the lights turn left onto Hempton Rd/ B4031. Stay on the B4031
through Hempton and continue for 5 miles, until you get to the Banbury Road/ A361. Turn left onto
the Banbury road and then take the next right onto Swerford Heath Hill. Continue on this road for 2
miles, through Wiggington (caution, narrow lanes). Head straight over the crossroads & continue
half a mile until you get to the next crossroads. Turn left. Stay on this road for 2 miles, until you
get to The Gate Hangs High pub. Turn left at the pub, signed Hook Norton. You will see the Hook
Norton Surgery signed on the left-hand side.
FROM MORETON-IN-MARSH
Turn right out of the Cotswold Business Village onto the London Road/ A44. Stay on the A44 for 4
miles until you come to the Greedy Goose pub. Take the left-hand turn after the pub, signposted
Little Rollright. Stay on this road for 3 miles, you will come to a staggered crossroads on the A3400.
Turn right on the A3400 and then immediately left. Stay on this road for 1 mile and take the left turn
at the next T junction. Stay on this road for 2 miles, until you get to The Gate Hangs High pub (on
your left). Turn right at the pub, signed Hook Norton. You will see the Hook Norton Surgery signed
on the left-hand side.
Above: the tree lined drive at our Hook Norton Surgery.
1 4
EMERGENCY SERVICE
OUT OF HOURS EMERGENCY SERVICE
The Surgery is closed between 6.30pm and
8.00am Monday to Friday; between 12.30pm
and 8.00am on Saturdays; and all day on
Sunday and Public Holidays.
Farm animal and horse owners calling the
practice (telephone number - 01608 730085)
after 6.30pm will automatically be diverted
to the Emergency Answering Service. The
Emergency Answering Service will take your
details, which are then handed over to the
dedicated farm or dedicated equine Duty
Vet, who will then contact you as quickly as
possible.
It is important that the Vet has a telephone
number on which you can be contacted,
knows the nature of the problem and the exact
location of where they need to meet you.
IT IS EASIER SAID THAN DONE, BUT TRY NOT TO PANIC. THE VET WILL BE WITH YOU ASAP. IF, ONCE YOU HAVE HUNG UP, YOU HAVE ANY CONCERNS PLEASE PHONE US BACK.
IN AN EMERGENCY USE THE TELEPONE NUMBER BELOW:
» 01608 730085
AND HAVE THE FOLLOWING INFORMATION TO HAND:
» DETAILS OF THE EMERGENCY» CONTACT TELEPHONE NUMBER
» THE EXACT LOCATION OF WHERE THE VET NEEDS TO MEET YOU
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EQUINE V I S I T CHARGE S
FULL VISIT*:
This will be charged for a visit requested on the
same day a vet is required. This is regardless
of the number of horses or owners. This is
also charged when you call for a vet for an
emergency during the day.
DISCOUNTED VISIT*:
This charge applies when a call is booked
24-hours or more in advance. A discounted fee
is approx. 66% of a full visit charge.
MULTIPLE/ SHARED VISIT*:
This is a visit for THREE or more OWNERS at the
SAME premises, booked 24-hours or more in
advance. All visits should be booked together
to be eligible. The fee for this is approx. 33% of
a full visit charge.
EMERGENCY/OUT OF HOURS VISIT:
If an emergency call is out of hours (between
6.30pm and 8.00am) there will also be a
charge in addition to a full visit fee for this
service.
VETTINGS:
All vettings are charged with a full visit fee.
EQUINE ZONE VISITS:
Free of charge (Terms & Conditions apply - see
separate sheet on Zone Visits).
ALL FEES ARE AT THE VETS DISCRETION
To find out your full visit fee please contact
Large Animal Reception on 01608 730085.
*Full, discounted and multiple shared visits
take place during normal working hours.
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PAYMENT TERMSAccounts DepartmentT: 01608 738 501E: [email protected]
PAYMENT TERMS
In order to keep our charges as affordable as possible, payment is generally
requested at the end of each consultation or procedure and/or upon
collection of drugs, feeds and shop sales. If an invoice is sent out, payment is
required strictly within 30 days from the date of invoice. (If you are an XLVet UK
Ltd registered farm client, the shorter 21-day payment term specified in that
specific agreement must be adhered to for you to retain your special benefits).
A full fee breakdown will appear on all invoices.
Should you become unable to pay your account according to our Payment
Terms, or consider that there may be a problem with your account or invoice
details, please contact our Accounts Department on 01608 738501 between
8am and 5pm Monday to Friday or by email to accounts@hooknortonvets.
co.uk as soon as possible after receiving the invoice, so that the matter can
be resolved. Any cheque returned by our bank as unpaid, any credit card
payment not honoured, and any cash tendered found to be counterfeit will
result in the client’s account being restored to the original sum – with further
charges added in respect of the bank charges and administrative costs
arising from this.
In the absence of any other arrangement agreed with the practice, accounts
not settled within 45 days of the date of invoice will incur an administrative
surcharge of 2% per month. For any account still remaining unpaid after this
time, we reserve the right to take such action as we consider appropriate
to recover our fees. This may include engaging third party debt collection
agencies to recover the outstanding fees and/or instigating proceedings
against you in the County Court. You would be liable to pay any additional
costs incurred for this which will be added to your client account. Please be
aware that the use of debt collection agencies and the County Court could
affect your future credit rating.
We shall be entitled to suspend the provision of any further goods and/or
services until you have paid any outstanding sums in full. In addition, where
we consider it appropriate to do so, we may require payment on account
before goods and/or services are provided.
METHODS OF PAYMENT
Payment may be made by the following methods:
1) Cash
At practice premises only.
2) Cheque (no post-dating)
Made payable to Hook Norton Veterinary Group LLP.
3) Credit Card
Major credit cards accepted (except American Express).
4) Pet Insurance Scheme
Subject to payment of any excess & insurance form completion
charges.
5) BACS
Please quote your name and postcode in the reference details.
Account Name: Hook Norton Veterinary Group LLP
Bank Name: Royal Bank of Scotland
Branch Address: Oxford Branch, 32 St Giles, Oxford, OX1 3ND
A/C Number: 10190018
Sort Code: 16-10-15
BIC: RBOS GB 2L
IBAN: GB74 RBOS 1610 1510 1900 18
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Terms and c ondit ionsHook Norton Veterinary Group LLP – Terms & Conditions of Business
Thank you for entrusting the care & attention of your animals to Hook
Norton Veterinary Group LLP. We are dedicated to providing good
quality veterinary attention for all animals under our care, to ensure their
health and welfare. We aim to provide a professional, modern veterinary
service with traditional values in an approachable and compassionate
manner for all aspects of animal care.
This document sets out the Terms of the Contract established between
us (Hook Norton Veterinary Group LLP) and you (the registered animal
owner or individual requesting veterinary services) which comes into
being when you register your animal with our Veterinary Practice, or
when you ask us to provide veterinary services.
Should you have any queries regarding any aspect of these Terms
and Conditions of Business please do not hesitate to ask us for further
clarification. By accepting these conditions, you confirm that you are
over 18 years of age.
ABOUT THE BUSINESS
Hook Norton Veterinary Group LLP is a Limited Liability Partnership
Company registered in England and Wales under Number OC356808;
our registered office is: White Hills Surgery, Sibford Road, Hook Norton,
Banbury, Oxon, OX15 5DG.
Hook Norton Veterinary Group LLP (HNVG) is a mixed veterinary practice
with separate Equine, Farm and Small Animal Departments. The
Practice consists of our Surgery premises detailed below for treating
your animals at Hook Norton, Deddington, Charlbury and Moreton-in-
Marsh – as well as comprising the mobile services of our dedicated team
of vets and nurses attending mainly Farm and Equine calls. Small Animal
visits are also available in certain circumstances. Our Surgery premises
are situated at:
HOOK NORTON:
RCVS Accredited Practice – Small Animal Veterinary Hospital, Farm
Animal General Practice, Equine General Practice – White Hills Surgery,
Sibford Road, Hook Norton, Banbury, Oxon. OX15 5DG.
CHARLBURY:
RCVS Accredited Practice – Small Animal Core Standards – The Spendlove
Centre, Enstone Road, Charlbury, Oxford. OX7 3PQ.
DEDDINGTON:
RCVS Accredited Practice – Small Animal Core Standards – Heritage
House, St Thomas Street, Deddington, Oxon. OX15 0SY.
MORETON-IN-MARSH:
Cotswold Business Village, 3 Wychwood Court, Moreton-in-Marsh,
Glous, GL56 0JQ.
GENERAL TERMS APPLYING TO THE PROVISION OF ALL GOODS AND
SERVICES
Veterinary Care
HNVG aims to provide veterinary services in accordance with the code
encompassed in the RCVS guidelines for practice standards and for
the professional conduct of veterinary surgeons and veterinary nurses.
Guidelines are available at www.rcvs.org.uk. Please be aware that
veterinary care will be withheld from clients who appear aggressive or
abusive to staff members.
Fees & Charges
All fees for professional advice, services and prices for goods (including
food, accessories and drugs) are subject to VAT at the applicable
rate. You will receive a detailed breakdown of these charges for every
consultation, surgical procedure and transaction with us. Professional
fees vary depending on the time spent on a case, the level of expertise
required of the staff looking after your animal, and according to the
drugs, materials or consumables used in the provision of these services.
These may also include fees for referral of the case to another specialist
practice. Separate charges will also apply for the costs of posting or
delivering clinical samples for analysis, and sending out orders for drugs
and other goods, if requested. These are usually sent by Recorded or
Special Delivery post, or delivered by courier.
Estimates
Estimates may be provided verbally either at the time of booking the
appointment or during the consultation itself. Written estimates are
available on request. Any estimate given can only be approximate since
an animal’s illness will not always follow a conventional course and
unforeseen expense may occur. We will endeavour to contact you at
our earliest opportunity if we believe that the costs could be significantly
higher than the estimate. Please note: for long term hospitalised
patients, account updates can be given daily upon request.
Prescriptions and Dispensing of Drugs
You may obtain Prescription Only Medicines, Category V, (POM-Vs)
from this Practice OR ask for a written prescription and obtain these
medicines from another veterinary surgeon or a pharmacy. HNVG
can only prescribe POM-Vs for animals under our care. However, we
can provide POM-V drugs if presented with a written prescription from
another veterinary surgeon. A prescription may not be appropriate if
your animal is an in-patient or immediate treatment is necessary. Your
veterinary surgeon may only prescribe relevant veterinary medicinal
products following a clinical assessment of an animal under our care. The
general policy of this Practice is to re-check an animal requiring repeat
prescriptions for/supplies of relevant veterinary medicinal products
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every 3 months; however, this may vary with individual circumstances.
In more complicated/unstable cases prescription rechecks may be more
frequent depending on the professional judgment of the veterinary
surgeon managing the case. There is usually a charge for a prescription
recheck and written prescriptions, details of which will be provided on
enquiry. You will be informed, on request, of the price of any medicine
which may be prescribed for your animal.
Please give us 48-hours notice for any requests for a repeat or written
prescription.
Reminders
Your responsibilities – you are responsible for ensuring your animal’s
routine healthcare is up to date. Where possible, we provide a reminder
service to help remind you of specific dates for routine healthcare. We
are not responsible for lost reminders or reminders that you have not
viewed. It is your responsibility to book these appointments, and we
are not accountable should your animal become overdue for routine
healthcare, this includes but is not limited to; vaccinations, internal and
external parasite treatments, dental care, and health checks.
Pet Health
Insurance, Microchipping & Vaccination
HNVG strongly support the principle of insuring your animal against
unexpected illness or accident. HNVG will endeavour to complete and
forward an insurance claim to your insurance company as soon as
practicable after submission of the claim form to us by the client. Please
note the balance of any of fees charged which are not covered by the
insurance company will be subject to full payment by the client or animal
owner/agent. The submission by you of an insurance claim form for your
animal will automatically give us the right to discuss your claim with and/
or respond to enquiries made about it by your Insurance Company.
HNVG also strongly recommend having your animal regularly vaccinated
and micro-chipped (now required by law for dogs). Please ask for details
about these important actions you can take to protect, care for, and
identify your animal.
Out of Hours Service
Weekend consultations are available at our Hook Norton and Charlbury
Surgeries. Telephone calls to closed branches are automatically
redirected to Hook Norton Surgery. We also operate a 24-hour
emergency service. If a call is ‘out of hours’, the telephone call will be
answered by our Answering Service who will contact the duty veterinary
surgeon to respond to your emergency as soon as possible. In the rare
event you are not called back within 10 minutes please redial. For animals
needing 24-hour intensive care or nursing this can be provided in the
Small Animal Hospital at White Hills Veterinary Surgery, Hook Norton,
where we also have Equine in-patient facilities. Our ‘out of hours’ service
for Small Animals is shared on a rota basis with Chipping Norton Vets;
when Chipping Norton Vets are on duty, your Small Animals will initially
be treated at their surgery premises.
Please note: additional charges apply for out of hours consultations.
Ownership of Records, X-Rays & Similar Documents
The care given to your animal may involve making some specific
investigations, for example taking blood samples, X-Rays or performing
ultrasound scans. Even though we make a charge for carrying out these
investigations & interpreting their results, the resulting records (clinical
or otherwise) remain the property of the HNVG.
Case records can be copied and, on request, may be passed onto another
veterinary surgeon taking over the case. Clinical samples taken may also
be passed onto external laboratories to undertake further investigations
to assist with our diagnosis or treatment plan. There may be a charge
incurred for copying any veterinary records and documentation.
LIFETIME CARE CLUB
Terms and conditions of Lifetime Care Club membership
When joining the Lifetime Care Club, you are accepting these terms
and conditions. It is important to read them carefully, and please ask a
member of staff if you have any queries.
If you would like a copy of these terms and conditions in larger print –
please ask at reception.
1. The Lifetime Care Club is a rolling annual preventative healthcare
programme. The Lifetime Care Club is NOT an insurance policy.
2. Membership of the agreement constitutes an agreement between you
and Hook Norton Veterinary Group LLP. Membership and benefits are
not transferable to another pet, owner or to another practice.
3. During the course of your membership, you will receive products and
services including, but not limited to, vaccines and flea/worming/tick
treatments and a full health check with one of our vets or a nurse. For
full details of what is included please refer to the leaflet attached to your
membership form.
4. Reminders. Your responsibilities – you are responsible for ensuring
your animal’s routine healthcare is up to date. Where possible, we
provide a reminder service to help remind you of specific dates for
routine healthcare. We are not responsible for lost reminders or
reminders that you have not viewed. It is your responsibility to book
these appointments, and we are not accountable should your animal
become overdue for routine healthcare, this includes but is not limited
to; vaccinations, internal and external parasite treatments, dental care,
and health checks.
5. The fee for your pet will be determined by its species and weight.
6. Of course, your pet can still receive treatment outside the scope of
the Lifetime Care Club and this will be charged in accordance with the
practice’s normal fees, terms and conditions.
7. These Lifetime Care Club terms and conditions should be read in
conjunction with any additional information including, but not limited
to, literature provided by the practice detailing what is included in
the Lifetime Care Club. That literature forms part of these terms and
conditions.
8. Your responsibilities – you are responsible for following our vets’
and nurses’ guidance, and for ensuring your pet attends the practice
regularly for the preventative healthcare checks which are included as
part of your membership of the Lifetime Care Club. If we are unable to
maintain your pet’s health because you haven’t followed guidance or
attended the practice we may need to terminate your membership.
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Termination would be in writing as outlined below, and with immediate
effect.
9. Your membership fees will be collected by Direct Debit on a monthly
basis.
10. We use Easy Direct Debits Limited to collect Direct Debits on our
behalf, and your bank statements will show a payment to Easy Direct
Debits on behalf of Hook Norton Veterinary Group LLP. For the avoidance
of doubt, your agreement is with Hook Norton Veterinary Group LLP.
Easy Direct Debits Limited merely provide support to the practice, which
includes transferring your payments.
11. Membership for each pet will renew automatically on the anniversary
of the date that your pet joined the Lifetime Care Club.
12. We will tell you in advance, in writing, if there is to be a change in
membership fees on your renewal date. We will always give you at least
30 days’ notice of any change in fees as a result of our annual review.
13. In between our annual fees review, your pet’s monthly fees may also
change as your pet’s weight change. A change in fees due to a change in
weight will take effect as soon as is reasonably practical. This applies to
both increases and decreases in weight.
14. Failed Direct Debit payments, e.g. because of a lack of available
funds, cause a significant increase in administration costs for the
practice. We reserve the right to charge an administration fee of £10+VAT
for each failed payment. This administration charge will be added to
your account.
15. After a failed Direct Debit payment, we will re-present our payment
request to your bank after 3-5 working days.
16. If the second payment request also fails, a second administration
charge will be added to your account. We will make a third and final
payment request to your bank after a further 3-5 working days. If this
payment request is unsuccessful your Lifetime Care Club membership
will be cancelled automatically and your pet will no longer receive the
associated benefits and discounts.
17. If your Lifetime Care Club membership is cancelled automatically
because of failed direct debits, your account will be reviewed and you
will be charged the full price of any products and services received
during the course of your membership, minus any membership fees
received to date.
18. Ending our agreement / cancelling your membership:
• You may cancel your membership on your anniversary date (which is
the anniversary of the date you joined) by notifying us at least 14 days
prior to your next payment collection date.
• If the Lifetime Care Club membership is cancelled by you during the
annual contract, we will charge you an additional £10+VAT cancellation
fee per animal.
• If you cancel your membership before your anniversary date, we will
review your account and, where applicable, charge you retrospectively
the full price of any products and services received during the course of
your membership, minus any membership fees received to date.
• No credit will be given if the cost of the goods received is less than the
amount already paid by Direct Debit at the time of cancellation.
• Should a cancellation result in a balance owing to Hook Norton
Veterinary Group LLP, an invoice for the balance plus applicable
cancellation fee(s) will be sent to you with payment becoming due
immediately.
• We may end our agreement by giving you written notice as outlined
below.
19. Unpaid bills relating to your membership fees, treatment received or
medicines dispensed will be handled in accordance with our standard
terms and conditions (available on request) and may be referred to a
third-party debt collection agency.
20. Notice:
• With regard to this agreement, either party wishing to give notice to the
other should do so in writing.
• ‘In writing’ includes emails, letters sent by post, or delivered by hand.
• When we write to you by post, we will use the address most recently
provided.
• If you wish to write to us, please use the email address enquiries@
hooknortonvets.co.uk or send letters to Lifetime Care Club
Administration, Hook Norton Veterinary Group LLP, White Hills Surgery,
Sibford Road, Hook Norton, Banbury, OX15 5DG.
21. Should you ever have cause to complain about the service you receive,
please follow the practice’s normal complaints procedure (available on
request).
Additional Terms and Conditions
22. Members must be 18 years old or over.
23. If certain products are specifically requested by a client, which
are not included under the Lifetime Care Club package (although the
treatment type is), these alternative products may attract a surcharge
which will become immediately payable – unless their use is based on
our veterinary advice.
24. All products included in the annual subscription (i.e. vaccinations,
flea and worming treatments) must be taken within the annual payment
period. Products cannot be carried forward into the next year’s annual
subscription period.
25. Payments will be taken by separate monthly Direct Debits for each
pet.
26. New members of the Lifetime Care Club will be asked to pay the first 2
months membership on application by credit/debit card.
27. Hook Norton Veterinary Group LLP reserves the right to change or
update the Terms and Conditions of the Lifetime Care Club (except the
Direct Debit Guarantee).
How we use your information
28. Easy Direct Debits Limited and Hook Norton Veterinary Group LLP will
hold and use your personal data (as defined by UK data protection laws)
for the purpose of administering your preventative healthcare plan.
29. Both Hook Norton Veterinary Group and Easy Direct Debits Ltd may
record and monitor inbound and outbound telephone calls for training
purposes. These calls may also be referred to in relation to any future
queries.
30. We will take all reasonable precautions to ensure the security of your
data. Your data will not be shared with anyone else unless there is a legal
requirement for us to do so.
• You have the right to see your personal data. If you have any queries
about the data we hold, or how we use it, please write to either Hook
Norton Veterinary Group LLP, White Hills Surgery, Sibford Road, Hook
Norton, Banbury, OX15 5DG, or Easy Direct Debits Limited, 99 Holdenhurst
Road, Bournemouth BH8 8DY.
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Easy Direct Debits Limited is a company registered in England and Wales
with company number 09633942 whose registered office is at Ebenezer
House, 5a Poole Road, Bournemouth, BH2 5QJ
Hook Norton Veterinary Group LLP is a limited company registered in
England and Wales with company number OC356808 whose registered
office is at White Hills Surgery, Sibford Road, Hook Norton, Banbury,
Oxfordshire, OX15 5DG.
THE DIRECT DEBIT GUARANTEE
Banks and building societies may not accept Direct Debit Instructions for
some types of account.
• This Guarantee is offered by all banks and building societies that accept
instructions to pay Direct Debits.
• If there are any changes to the amount, date or frequency of your Direct
Debit, Hook Norton Veterinary Group LLP will notify you 10 working days
in advance of your account being debited or as otherwise agreed. If
you request Hook Norton Veterinary Group LLP to collect a payment,
confirmation of the amount and date will be given to you at the time of
the request.
• If an error is made in the payment of your Direct Debit by Hook Norton
Veterinary Group LLP or your bank or building society, you are entitled
to a full and immediate refund of the amount paid from your bank or
building society – if you receive a refund you are not entitled to, you must
pay it back when Hook Norton Veterinary Group LLP asks you to.
• You can cancel a Direct Debit at any time by simply contacting your
bank or building society. Written confirmation may be required. Please
also notify Hook Norton Veterinary Group LLP.
NEW CLIENT VOUCHER:
£20 0FF FIRST CONSULTATION OR VACCINATION
TERMS AND CONDITIONS:
• Voucher must be presented by a new client in person at the reception
desk on the same day as their first veterinary consultation to qualify for
money off that consultation fee.
• This offer applies to new clients only (they must not have been registered
at any other clinics previously); any vaccinations, drugs or treatments
will be charged at normal price. This voucher is not redeemable with any
other discount.
• Voucher only redeemable for services provided by Hook Norton
Veterinary Group LLP (HNVG LLP) as part of a veterinary consultation and
does not include services provided by our partners (e.g. rehabilitation;
behavioural assessments; referrals, etc.,); or stock items (e.g. pet
supplies, food, products, etc.,).
• Any unspent balance on the voucher cannot be carried over to future
consultations.
• Voucher not valid in conjunction with other offers or vouchers.
• Voucher is non-refundable or exchangeable for cash or equivalent.
• Voucher limited to 1 per household.
• In a multi-pet household, Voucher may only be redeemed against
treatment of first pet coming in for consultation.
• Vouchers are not redeemable against ‘Prescription Only’ charges.
• Voucher scheme does not apply to referrals made by charities or other
such organisations to Hook Norton Veterinary Group LLP.
• Hook Norton Veterinary Group LLP reserves the right to limit, withdraw
or modify the terms of this promotion at any time by amendment on our
website: www.hooknortonvets.co.uk.
COMPLAINTS & STANDARDS
We hope that you will never feel the need to complain about the
standards of service received from HNVG. However, should you wish to
make a complaint, please contact us in writing either by post at: Hook
Norton Veterinary Group LLP, White Hills Surgery, Sibforfd Road, Hook
Norton, Oxon, OX15 5DG or by email to enquiries@hooknortonvets.
co.uk. We will direct your complaint to the relevant department, and will
aim to acknowledge receipt of your complaint within a period of 14 days
of its receipt and respond fully within 28 days, if practicable. Should you
have an urgent query about the care of your animal, please contact the
Practice Manager on 01608 730085.
VARIATION OF TERMS & CONDITIONS OF BUSINESS
No agent or person employed by, or under contract with the Practice,
has the authority to alter or vary these Terms and Conditions in any way
without the written agreement of at least two of the Directors. HNVG
LLP reserve the right to alter or amend these Terms and Conditions as
necessary and any such amendment will be published on our website:
www.hooknortonvets.co.uk.
Hook Norton Veterinary Group is a Limited Liability Partnership of
Veterinary Surgeons. We are committed to protecting and respecting
your privacy. This policy sets out the basis on which any personal data
we collect will be processed by us. Please read it carefully to understand
your rights regarding your personal data. By visiting this website, you are
accepting and consenting to the practices described in this policy.
The data controller is Hook Norton Veterinary Group LLP, White Hills
Surgery, Hook Norton, Oxfordshire, OX15 5DG.
What information do we collect from you?
Information you give us
This is any information that you give us via forms (either filled in at
one of our branches, or via the website), or by phone email or other
correspondence. This information may include personal details,
including name, address(es), phone number(s), email address(es),
animal(s) detail, financial information and bank account information.
Information we collect from your use of our website
Each time you visit our website we will automatically collect the following
information: technical information, such as the internet protocol (IP)
address(es) used to connect your device to the internet; where you
connected; internet service provider & type of device you use.
PRIVACY POLICY
2 1
Google Analytics
We use this to understand how our website is used. All of the data is
anonymous and you can view Google’s Privacy Policy on their website.
Online information forms
You may choose to provide us with updated information or register
with us as a new client via online forms. This will include your contact
details and marketing preferences. Please let us know if your information
changes so that we can update our records.
Why do we collect this information?
» To register you and your animal(s) on our Practice Management System
» For internal record keeping and clinical governance.
» To communicate with you in connection with your animal(s) health.
»To record you animal(s) health and treatment history and apply
relevant fees to your account, together with veterinary prescriptions,
diets, consumables and other goods purchased.
» To communicate with you for administrative purposes.
» To provide you with service communications that enable us to perform
our obligations to you (these may be sent by email, post, telephone or
SMS).
» To provide you with marketing communications, including information
about goods and services you already receive, and additional goods
and services we offer.
» To ensure that our website is effective.
» To deal with legal queries and comply with legal obligations.
Who might we share your information with?
You agree that, for the purposes set out above, we have the right to
share your personal information with:
» Selected third parties, some of whom we appoint to provide services
including: business partners, subsidiaries and sub-contractors, for the
performance of any contract we enter into with you. Third parties may
include drugs, research & purchasing & marketing companies. If you
would like more specific information, please contact the Data Processing
Officer.
» Analytics and search engine providers that assist us in the improvement
and optimisation of our website.
»Service suppliers who carry out contractual work with you.
» Additionally, we will disclose your personal information if: we sell or buy
any business or assets, in which case we will disclose your personal data
to the prospective seller or buyer; if we are acquired by a third party; if
under duty to disclose your data to comply with legal obligations; to
enforce our terms & conditions or to protect the rights or safety of our
customers.
How long do we hold your information?
We will keep information for a maximum of 7 years after the end of our
relationship with you unless we require the data in relation to a claim, for
legal reasons or are required to remove data from our records.
How is your data stored and kept secure?
We are committed to protecting your personal and financial information.
All electronic information kept by us is on secure servers. All archived
paperwork is kept in a locked room with limited access.
We may transfer your data outside the European Economic Area e.g.
animal transport/export and will only do this on your specific instruction.
What are your rights?
You can exercise your rights at any time by contacting the Data
Protection Officer at Hook Norton Veterinary Group LLP, White Hills
Surgery, Hook Norton, Oxfordshire, OX15 5DG or emailing us at
You have the right to:
» Ask us not to process your personal data for marketing purposes. We
will inform you before collecting any data if we intend to use it for such
purposes or if we intend to disclose your information to any third party
for such purposes.
» Ask us not to process your personal data where it is processed on the
basis of legitimate interests, provided there are no compelling reasons
for that processing.
» Ask us not to process your personal data for research purposes unless
processing is necessary in the public interest.
» Request access to all personal information held about you.
» Ask for the information we hold to be rectified if inaccurate or
incomplete.
» Ask for data to be erased provided it is no longer necessary for the
purposes for which it was collected; you withdraw consent; you exercise
your right to object and there are no legitimate grounds for processing;
the data is unlawfully processed; to comply with a legal obligation.
» Ask for the processing of the information to be restricted if the accuracy
of the data is contested; the processing is unlawful; the personal data
is no longer necessary for the purposes for which it was collected; you
exercise your right to object.
» Ask for data portability if the processing is carried out by automated
means and the legal basis for processing is consent or contract.
»Accessing your personal information
You have the right to a copy of the information we hold about you. You
may make an access request in writing to the Data Protection Officer.
Any access request will be processed as required by law, will be free of
charge and processed within 30 days.
Complaints
If you are not satisfied with the processing of your data, you have the
right to submit a complaint to the Information Commissioners Office
(ICO), which is the supervisory authority for data protection in the UK.
We request that you first bring any complaint to our attention before
contacting the ICO so that we may take appropriate action to resolve
the issue.
Changes to our Privacy Policy.
This policy may be amended at any time.