Chine House Veterinary Hospital is a private veterinary hospital. The fees charged pay towards the building, the running costs of the practice, staff salaries and the most up-to-date diagnostic equipment, staff training and continuing professional development.

We will happily provide a written estimate (not a quotation) as to the probable cost of a procedure or course of treatment. Please bear in mind that any estimate given can only be approximate: often an animal’s illness will not follow a predictable or standard course due to the nature of their illness or condition.

We do request that payment is made at the time of treatment. If your pet/animal is insured, we do ask you to pay at the time of treatment and subsequently claim the money back from your insurers. We accept cash and most credits cards.

We accept payment through internet banking, our details are shown on your invoice/statement: You will receive a detailed invoice from us for every consultation, surgical treatment, vaccination etc. Should you have any concerns with regard to payment, please advise our staff prior to consenting to the treatment for your animal.

The  policy of this practice and of the RCVS (Royal College of Veterinary Surgeons)  is to reassess animals requiring repeat prescriptions at least every 6 months. This may vary depending on individual circumstances.

If you wish, you may request a written prescription for your animal’s medications to be dispensed by a third party. This is not the case with drugs supplied in an emergency or under anaesthesia. We do make a charge for preparing a prescription.

We strongly recommend that all our clients consider taking out animal health insurance including third party, accident and illness cover. We do not sell insurance and cannot advise on the merits of any particular policy.

Please be advised that it is your responsibility to settle your account and reclaim the fees from your insurers. We will complete the claim form and provide copy invoices for you. There is an administrative charge for this service.

We hope that you will never have cause to complain about any of our staff or the standard of care that we provide for your pets. However, should you have concerns, please speak initially to the senior member of our nursing team or the veterinary surgeon involved. Most problems should be able to be sorted out at this level.

More serious complaints should be addressed, in writing, to the Practice Manager. We will then investigate the complaint and respond in writing.  Please email: practicemanager@chinehousevets.co.uk

Chine House Veterinary Hospital will not tolerate any aggressive or abusive behaviour towards any staff member at any time.

Any client behaving in such a way will be asked to leave the premises immediately and will then be notified in writing that they must find alternative veterinary cover.

Should you wish a second opinion on any diagnoses or treatment plan please provide us with the name and contact details of the vet and we will gladly forward clinical history for their attention.