West Mount Vets - Patient's Charter
What Can You Expect From Our Practice?
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Well qualified vets and nurses who handle your pets well.
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Well maintained, clean, well equipped surgeries.
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Friendly, welcoming staff who listen and explain and for whom work with animals is a vocation.
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A wide range of appointment times.
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Value for money. We do not aim to be the cheapest practice, but we believe our clients have an excellent service for a fair price.
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Currently the only local service with both vets and support staff present on-site (at the main surgery) throughout every night, weekend and holiday, to care for in-patients and ready to deal promptly with emergencies.
What can you expect from our vets, nurses and support staff?
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We promise to work for the best interests of you and your pets.
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We promise to maintain high standards.
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We promise to explain our plans for diagnosis and treatment and to answer your questions.
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We promise to treat our patients and clients with care, courtesy and respect.
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We promise to explain potential costs and to give accurate estimates whenever requested or appropriate, and to avoid unnecessary expense on your behalf.
Remember that we are "on your
side" when your pets are ill, or if you need advice.
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What do we expect from our clients?
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Courtesy and respect.
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Trust in our best intentions.
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Patience and understanding if unavoidable delays occur.
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Payment for our services.
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Consideration for our safety!
The role of the practice directors:
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To ensure high standards of service.
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To provide a physical environment in which high standards can be delivered.
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To provide a learning environment in which well qualified staff continue to develop their professional skills.
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To ensure the well-being and safety of the staff and clients.
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To ensure the financial health of the business and to plan for the future.
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To resolve problems.
What if there are difficulties?
We don't expect problems. Most queries can be dealt with by the staff immediately involved. On the very rare occasions when this is not possible, a problem may be referred to the Practice Manager, the Directors or, as a last resort, to the Royal College of Veterinary Surgeons.
On very rare occasions, if bills remain unpaid, or if the necessary element of trust is broken down, it may be necessary to end the relationship between the practice and a client. If staff feel threatened, the partners will always opt to support their safety and well being.
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