Client Information

If you are interested in registering as a client, please call the surgery on 01751 432777 during office hours, and we will be happy to help.

 

New Client information

Welcome to Grace Lane Vets,

 

Thank you for choosing us as your veterinary practice.  

As a new client we would like to draw the following items to your attention:

 

  • We are open 8:30am-6:30pm Monday to Friday and 9:00am-12:30pm on Saturdays. We are closed for non-emergency work on Sundays and Bank Holidays.
  • We offer a 24hr emergency service; this includes evenings, weekends and bank holidays. If you have an emergency outside of normal working hours please contact the clinic on our normal number (01751 432777) and you will be diverted to the on call vet.
  • Details of costs of routine procedures and vaccination courses can be found on this website.
  • All outstanding charges must be settled at the time of consultation.  
  • We can provide a monthly health plan subscription that allows you to spread the cost of routine preventative treatments over the course of the year. Please ask a member of staff for more details.
  • We have facilities for overnight hospitalisation of patients however we do not have a member of staff on-site 24hrs a day. If your pet needs to remain in our care overnight you may discuss with the team members involved what this entails.
  • We can issue prescriptions for medications your pet is receiving- please ask a member of staff for more details.
  • We take owners’ concerns very seriously. If you have a concern or complaint then please ask at reception for a complaint form.
  • We take your privacy very seriously- we will never share your details with a third party without first asking your permission (or in some cases of bad debt, without informing you).

 

We look forward to welcoming you and your pets to our clinic. If you have any other queries or questions then please don’t hesitate to ask a member of our team. 

 

Please take the time to read the following privacy notice

to understand why we need and how we use your data.  Thank you.

Data protection

Privacy notice for Clients of Grace Lane Veterinary Surgery

Grace Lane Vets and our Data Protection Officer, Louise Faulkner, can be contacted via telephone on 01751 432777, or via email at office@gracelanevets.co.uk

As a practice we adhere closely to data protection laws. For our records we will take note of some personal information about yourself and your animal(s). This data will include your name, address, email address, contact telephone numbers and details about your animal(s).  We will collect it only from you, and store it securely to use when you need us.

How we use your data

We use your data to identify you and your animal, and to build a medical and preventative healthcare record for your animal to best ensure their wellbeing.

We never share your data with third parties without your animal’s healthcare being the reason behind it. To ensure your pet’s wellbeing, we send out:

  • Vaccination reminders by post (details shared with an external printing company) or by email, as you prefer
  • If your pet needs to be referred to a different vets, or moves on to a new vet, we will share your animal’s full medical history with them upon their request, Including diagnostic results such as lab results or radiographs
  • Insurance claims must also be accompanied by your animal’s full medical history. Failure to do so may affect your claim.
  • There are a few exceptions when we may release some of your personal information, these include;   If we have been legitimately asked to provide information for legal or regulatory purposes or as part of legal proceedings or prospective legal proceedings.

All of this processing requires your name and address as well as your animal’s details as identification, but falls within the lawful basis of ‘Legitimate interests’ under the data protection laws.

 

We do not send out marketing communications.

 

How we look after your data

We will never give your details to other third parties not listed above without your express permission. 

  • We may monitor and record communications with you (including phone conversations and emails) for quality assurance and compliance.
  • We never store your payment details electronically.
  • All clinical records, including radiographic images and similar documents relating your pet are the property Grace Lane Vets, however you as our client are entitled to have access to any and all of the records we hold regarding you and your animal. If you require copies of any clinical notes, test results or digital x-ray images please do not hesitate to ask a member of staff.
  • We do not keep your paper data for more than 7 years, and if your account becomes inactive (you no longer have any animals under our care) we can ‘forget’ your data upon request (as it does not always come to our attention that an account has become inactive since it sometimes relies upon you informing us of the loss or change of ownership of an animal)
  • You have the right at any time to see, delete or anonymise your records, as long as all outstanding monies are settled.
  • You retain your right to lodge a complaint with a supervisory authority should you need to.

Complaints

We hope that you will never have cause to complain about our staff, or the standard of care that we provide your pets.

However, should you have any concerns at all, please speak to a senior member of our nursing team, or one of the veterinary surgeons. Most problems should be able to be resolved.

 

More serious complaints must be addressed, in writing, to one of the practice partners, John Whitwell or Stephen Hudson, who will then fully investigate the complaint and respond to you as promptly as possible.

 

If you are not happy with the way that our team handle a complaint regarding the professional conduct of one of our Veterinary Surgeons, or Registered Veterinary Nurses, then you may contact the Royal College of Veterinary Surgeons Professional Conduct Department.

 

 

 

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