Thank you for entrusting Inglis Vets with the care of your pet. We aim to provide you and your pet with the highest standard of veterinary care throughout your pet’s life.
Below are some freqnently asked questions we often hear from our clients which may help answer any queries you have.
Q. When would I need to pay for a consultation/treatment that my pet receives?
A. You would pay for any services given at the time of the appointment. To continue providing a high-quality service with state of the art equipment, we must charge for our expertise. Our fee levels are determined by the time spent on each case and for any treatments administered. Except in absolute emergencies, we will give you an estimate for the price of any procedures and treatments before we carry them out.
Please bear in mind this will be an estimate and we may have to carry out more treatment than we initially considered. We will keep you updated if we have to do more and advise you of any associated increase in the cost.
Q. I’m worried about covering the cost of treatment, what should I do?
A. If you are concerned about the cost of treatment, or feel you are unable to afford it, please discuss this openly with our vets or client care team as early in your treatment as possible. We will give treatment options to match your budget and can recommend ways of spreading treatment costs.
Q. Would you recommend I get my pet insured?
A. We’d always recommend you consider pet insurance. We can advise you on insurance, just ask at reception for more information. If you already have insurance for your pet, it is your responsibility to advise us if you wish to make a claim and you should always bring your policy documents and your claim form with you when you visit.
Q. What happens if I want to make a claim?
A. Claim forms are comprehensive and take time to complete, to help with this process we have a dedicated administrator who will process your claim. We charge a small fee for completing the forms which will be added to your bill which must be paid before the claim can be processed. If your pet is insured with Petplan, we will process direct claims when the total bill is over £200, in this case you are only required to pay your excess upfront. We will consider direct claims with other companies if we can pre-authorise the claim. Always bring your policy documents and your claim form with you when you visit.
Q. What happens if my pet needs on-going medicine?
A. Your veterinary surgeon may prescribe relevant veterinary medicines following a clinical assessment of your pet. Prescription medicines are available from our practice. You may obtain relevant veterinary medicinal products from your veterinary surgeon OR you can ask for a written prescription and obtain these medicines from another veterinary surgeon or a pharmacy. There is a charge for issuing a written prescription. If your pet requires prescription medication long term, we can give you a maximum of three months’ supply. We must re-assess your pet’s condition prior to issuing repeat prescriptions for further supplies of medicines. In most cases, this means a check every three months but for some specific medicines, checks have to be more frequent. We will charge a discounted re-examination fee for this.
Q. How will you use my information?
A. We may from time to time contact you with information or special offers relevant to you. Please let us know if you change any of your details. We will, where specifically required, pass on to insurers details of clinical histories, case records and diagnostic images relating to your pet. We promise to only use your details for the purposes of our business. Inglis Vets complies with Data Protection laws and we will not intentionally pass on your details to any third parties without your consent.
Q. Do you offer any discounts?
A. We are very proud of our amazing Inglis Vets Care Plan package, designed to keep your pets healthy by providing preventative healthcare throughout the year, for a small monthly fee. The package is heavily discounted giving you great value for money. From time to time we will put on special offers, you can only use one offer at a time therefore these offers are not available if your pet is already on the Care Plan.
Q. What about emergency service and armed forces discounts?
A. As our way of saying thanks, we offer a 10% discount to Police, Fire Services, Ambulance service and NHS staff. To use this discount, we need to see a valid photocard ID card before payment.
We also offer a Military discount (Army, Navy, RAF) which works in exactly the same way, for which we'll need to see a valid Military photo ID card.
Inglis Vets and second opinions
We are happy to see second opinions from other veterinary practices. However, it is a professional requirement that we contact the client’s current vet for the clinical history up to that point.
We are aware that some of our clients may wish to seek a second opinion at another veterinary practice from time to time. We are happy to forward all relevant clinical notes and laboratory test results directly to the instructed vet. For more information about this, speak to one of our team on 01383 722 818.
Ownership of x-rays and client records
At times, the care given to your pet may involve making some specific investigations, such as performing x-rays. We do not charge for the diagnostic images, only the diagnostic advice we give.
Client records including diagnostic images and similar records, are the property of Inglis Vets and are retained by our veterinary surgeons. Although clients do not own their clinical records, they have the right to access information Inglis Vets hold about them under data protection legislation as well as under professional guidelines set by the Royal College of Veterinary Surgeons, which Inglis Vets fully comply with.
Accessing your records
To obtain a copy of the personal information we hold about you, please put your request in writing to Inglis Vets, 120 Halbeath Road, Dunfermline, KY11 4LA.
Referral is a system of veterinary professionals working together to offer all pet owners the best service and healthcare options for their pet. A specialist or referral level vet is a clinician who has undertaken extensive training and experience in a particular field of veterinary medicine, for example in cardiology or surgery. Specialists have vast experience in their field and access to specialist equipment that might not always be available in our practices.
Specialists may visit our hospital or work at a referral centre. They can therefore be accessed via internal referral (from your vet to the Inglis visiting specialist) or external referral (to a specialist centre). If we refer you to a specialist, we will provide any diagnostic images and other relevant information, where necessary, and will often be in direct communication with the referred vet.
If you feel your pet could benefit from seeing a referral vet, please ensure you speak to your own vet first.
We understand that having a sick pet can be very worrying and stressful. We ask that you bear in mind our team are there to help and support you. We might not always get it right but our intention is always to support you to the best of our abilities. We are always empathetic with clients who choose to express their stress; we will not tolerate abusive behaviour towards any team member.
If you are in any way unhappy with the service you’ve received from us, please let us know so we can do all we can to help. As a first point, you can ask to speak to someone at one of our receptions who will endeavour to resolve your concerns.
If you are still unsatisfied, you can put your concerns in writing to: The Quality Assurance Manager, Inglis Vets, 120 Halbeath Road, Dunfermline, KY11 4LA. Alternatively you can email firstname.lastname@example.org. All feedback is welcomed, we will investigate your concerns thoroughly aim to respond to your letter within 21 days.