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 and 8.00am to 12.30pm on Saturday.

Kind regards, HNVG

Contents: Page 2 Meet the vets Page 4 Equine services Page 7 XLVets Page 8 Zone visits Page 10 Reception & shop Page 11 Contact information Page 12 Directions Page 14 Emergency service Page 15 Equine visit charges Page 16 Payment terms Page 17 Terms and Conditions Page 20 Privacy policy Welcome to our practice

WWW.HOOKNORTONVETS.CO.UK MEET THE VETS

Director Tom Righton Sam Cutts BVSc, MRCVS MA, VetMB, MRCVS

Nancy Homewood Sally Hodgson BSc (Hons), MA, VetMB, Cert Senior Equine Vet, AVP (EM), MRCVS BVetMed, Cert AVP, MRCVS

Fiona Eliott Lizzie Royce BVSc, MRCVS BVSc, MRCVS

Beky Eastland-Jones Charlotte Willoughby BVetMed MRCVS BVSc, MRCVS

Sam Wheeler BVMSci (Hons), MRCVS

2 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.

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.

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.

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.

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.

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

Sam qualified from the University of Surrey. His main interests lie in equine reproduction and he subsequently spent the summer of 2019 working at an artificial insemination and embryo transfer centre in Belgium. Sam is originally from Cornwall and when not working can be found either playing rugby or surfing.

3 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 Equine 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.

Services 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 Over the next few pages you will see around the world, whether it be to a purchaser abroad or to your farrier! some the services we offer. If you would like any more information then please OFFICIAL MEASUREMENT: contact us and speak to one of our We have a JMB (Joint Measurement Board) approved measuring pad at receptionists or equine vets. 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 ACUPUNCTURE: the appointment via the official JMB website: www.thejmbonline.co.uk. These treatments are available both at the surgery and at home by Equine Vets Fiona Elliot and Nancy Homewood who are fully trained LAMENESS & POOR PERFORMANCE INVESTIGATIONS: and members of the ABVA. Acupuncture alleviates soft tissue pain We offer a mobile and clinic based lameness investigation service with (either primary damage to muscles or secondary strain due to pain our highly experienced team. Whilst many lamenesses can quickly be in the skeleton). It can be used alongside or instead of physiotherapy. diagnosed and resolved ‘on yard’, more complex or subtle lamenesses, Conditions that can be treated include sore backs (either direct muscle as well as poor performance investigations, often benefit from coming in damage or and secondary pain due to kissing spines or hind limb to our clinic where we have a hard trot up, lunge pad and stocks, as well arthritis), muscle tears or strains, even generalised conditions that lead as all our diagnostic equipment. As these cases can take several hours to stiff muscles such as laminitis. 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 DENTISTRY: time off work. 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. Here at Hook Norton we understand the pressures facing modern Being Veterinary Surgeons gives us the option of sedating your horse if he competition horses –our team include vets who compete and own horses or she finds the visit at all stressful and thus allows us to achieve the best at the highest levels and we pride ourselves on a truly holistic approach, result with a relaxed, happy horse. Wolf teeth extractions are routinely working closely with farriers, physiotherapists and other complementary carried out ‘on yard’ whilst more complex cases (particularly non wolf therapists. teeth extractions) are brought into our surgery. For the cases requiring state of the art techniques we work closely with referral surgeons, We understand that there is an ever smaller division between the particularly Dr. Chris Pearce MRCVS who visits our clinic on a regular top placings whether it be dressage, eventing, showjumping, racing, basis. endurance or driving, and we have vets with specific interests and experience across the disciplines to help ensure your horse is performing DIGITAL ENDOSCOPY: at their optimum. We have a variety of fibreoptic endoscopes enabling us to visualise the horse’s upper airway, nasal passages, guttural pouches, teeth, sinuses We recommend start, mid and end of season checks particularly for and bladder. Tracheal washes and bronchoalveolar lavages (BALs) are upper level athletes – please contact the clinic on 01608 730085 if you also part of our routine diagnostics. have any questions or would like to discuss an assessment.

4 CLASS 4 LASER SURGERY: PORTABLE DIGITAL ULTRASONOGRAPHY: Our surgical laser team, headed by Tom Righton, handles an ever Our portable digital ultrasound machine allows us to capture very high growing surgical caseload with outstanding results. Many sarcoids can quality images of the tendons and ligaments of your horse’s legs. This be removed under standing sedation with local anaesthetic, although can lead us to diagnose specific conditions, assess level of injury and to horses with multiple sarcoids or those which are difficult to access may form treatment plans for your horse. Rehabilitation of some injuries can require a short general anaesthetic. Our surgical laser can also be used take a lot of time to heal, and repeat ultrasound scans help the equine to remove melanomas and other growths – please contact the Surgery vets to assess repair of the soft tissue along the way. on 01608 730085 if you have any questions. REPRODUCTION - SYNCHRONISATION FOR EMBRYO TRANSFER, ONSITE SURGICAL FACILITIES FOR OPERATIONS UNDER STANDING NATURAL & AI (CHILLED AND FROZEN) SERVICES: SEDATION AND GENERAL ANAESTHESIA: Whether you own a Thoroughbred stud or want to breed for the first time At HNVG we have a close working relationship with Dr Jessica Kidd, an from your Sports Horse mare we offer very competitively priced Stud or RCVS and European Specialist in Equine Surgery and are able to offer Artificial Insemination packages and are happy to answer any questions most elective & emergency surgeries, including: you may have. Our highly proficient team, headed by Sam Cutts, have » OCD fragment removal a wealth of experience scanning mares and with natural, chilled and » fracture repairs frozen insemination, as well as synchronising mares and recipients for » joint flushes Embryo Transfer. We are also able to receive and store frozen semen at » tenoscopy the Surgery for mares coming to the clinic for insemination. » arthroscopy » cryptorchid (‘rig’) castrations » upper airway surgery (such as hobdays and tie backs) » ISLD (interspinous ligament desmotomy) for ‘kissing spines’

We have a close working relationship with Dr Jessica Kidd, an RCVS and European Specialist in Equine Surgery.

5 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’) WORMING MANAGEMENT: If you would like to find out any more information about any of these Our fantastic Lab Team has all the skills and knowledge for us to be options, or are worried your horse might be lame or are suffering from able to perform in-house Worm Egg Count’s (and much more!), which performance issues please contact the clinic to speak to one of our vets means we can advise you on what action you need to take with your who will be happy to discuss your concerns. horse within 24-48 hours.

VETTINGS: We also offer an Annual Worming Package, where for £70* you receive Buying a horse can be a difficult process which the ‘vetting’ or pre- everything you need to look after 1 horse, in a well-managed pasture for purchase examination is designed to help. 2-stage or 5-stage vettings 1 year. comprise an in depth examination of your chosen horse in order to identify potential risks associated with purchase and whether your horse Included: is likely to be able to physically fulfil your requirements. > Wormers* > Worm egg count pots Our team of very experienced equine vets take great pride in offering > Advice a bespoke vetting/pre-purchase examination service for everything > Weigh tape from 4* Eventers, Grand Prix Showjumpers and Dressage Horses to > Text message reminders children’s ponies and hacks. We will discuss your horse requirements > Discount for annual renewals prior to performing the 2 stage or 5 stage vetting and then provide you with a full post-vetting/ pre-purchase examination report. Radiography, Contact us on 01608 730085 to find out more! ultrasound imaging and endoscopy are available in addition to the (*NB additional wormers, if required, are at an additional cost) standard vetting on request.

Together we can have the freedom to focus on patients, not targets.

6 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

7 Below: The map is for guidance only. ZoneIf you Mapare unsure of your zone day please contact us. Wednesday Tuesday Weedon

Bugbrooke

Pattishall Litchborough

Cold Higham ZONE Blakesley VISITS Towcester

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). Thursday By offering a limited selection of routine procedures and efficiently organising the vet’s day we can remove the visit charge. If you are unsure of your zone day, please contact the Surgery. T: 01608 730085 or E: [email protected]

However our zone visit clients need to be 30 days from the date of invoice. This directly flexible. The vet will determine the time of the rewards clients dealing efficiently with their We run a system of free visit from the number of calls booked in on a invoices - enabling us to provide this free visits on specific zone particular day. The day prior to your zone visit visit service. Clients who recieve a zone visit days. The practice area we will contact you by telephone and you will but are not up to date with our Payment be given a 2-hour time ‘window’ in which the Terms will be charged as a Multiple/Shared has been divided up into vet is expected to arrive. Visit (approximately 1/3 of a full visit for their three segments, each area) - unless the delay in payment is due to a of which is allocated Your horses/ponies need to be caught, pending insurance claim. ready and waiting with their passports for a different day of the when the vet arrives on the yard and there To book onto a free zone visit simply contact week. must be a suitable person present to handle our Equine Reception Team on 01608 730085 the animal/s. Vets are unable to perform (option 1) and we will book you onto the next extra examinations or treat extra horses in available day. addition to the procedures booked. Zone visits do not work with everyone’s Free zone visits will be allocated on a ‘first commitments and work schedules; if you come, first served’ basis and are generally cannot be available for the 2-hour time only available to clients who are up to date window on your allocated day we will be more with their invoice payments - i.e. paid within than happy to book you a visit at a time to suit you.

8 ROUTINE PROCEDURES INCLUDED ON FREE ZONE VISITS

» 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

9 Top: Hook Norton Shop Left: HNVG supplements

The Reception at our Hook Norton Surgery Drugs can be collected from our Hook Norton RECEPTION & is open from 8.00am to 6.30pm, Monday to Surgery any time during open hours Monday Friday and 8.00am to 12.30pm on a Saturday. to Saturday. Our dedicated Reception Team are available SHOP to assist clients with making appointments, Drugs will be available for collection from our ordering and collecting drugs and contacting branch surgeries in Charlbury, Deddington vets. and Moreton-in-Marsh (pending veterinary authorisation) Monday - Friday, from 5.00pm We have a well stocked and competitively the following day. priced shop, supplying POM-VPS products, consumables and other seasonal products. DRUG COLLECTION: Please make sure you notify us 24-hours This is backed up with professional advice in advance of any drug orders wherever from our SQP/AMTRA qualified staff. possible so that we can obtain the relevant vet authorisation, and have your order ready for POM-V drugs will require veterinary when you arrive. Be warned, the receptionists authorisation, therefore we ask for 24-hours get very busy during the springtime rush! notice before collection.

10 AboutAbout Us Us ContactContact UsUs

2008 Hook Norton, Charlbury, Deddington & Moreton-in-Marsh 1985 1985 2008 20172017 Hook Norton, Charlbury, Deddington & Moreton-in-Marsh Gary Jennings joined the Sam Cutts & Will Oldham Steve Glanvill Gary Jennings joined the Sam Cutts & Will Oldham Steve Glanvill Partnership & Deddington CONTACT US joined the Partnership joined the Partnership & Deddington joined the branch opened joined the Partnership Partnership branch opened Partnership 2002 1985 2002 1985 HNVG moved to purpose Charlbury HNVG movedbuilt premises to purpose on outskirts Hook HookNorton Norton Hospital 1981 Charlbury built premises on outskirts Hook Norton Hospital 1981 branch of Hook Norton village HNVG was branchopened of Hook Norton village HNVG wasfounded by opened Hook Norton Veterinary Group, Pets: 01608 730501 founded by HookHook NortonNorton Veterinary Veterinary Group, Group, Pets:Pets: 01608 01608 730501 730501 www.hooknortonvets.co.uk Alan Walker Equine & Farm: 01608 730085 www.hooknortonvets.co.uk Alan Walker HookHookHook Norton Norton Norton Hospital, Hospital, Hospital, EquineEquine & Farm:& Farm: 01608 01608730085 730085 WhiteWhite Hills Hills Surgery, Surgery, Sibford Sibford Road, Road, Accounts:Accounts: 01608 01608 738501 738501 White Hills Surgery, Sibford Road, Accounts: 01608 738501 HookHook Norton, Norton, Banbury, Banbury, Oxon Oxon, Hook Norton, Banbury, Oxon, [email protected] OX15OX15 5DG 5DG [email protected] OX15 5DG [email protected]

2019 2019 CharlburyCharlbury Branch Branch DeddingtonDeddington Branch Branch MoretonMoreton Branch Branch Moreton-in-Marsh Charlbury Branch Deddington Branch Moreton Branch Moreton-in-Marshbranch opened Hook Norton Veterinary Group, Hook Norton Veterinary Group, Hook Norton Veterinary Group, branch opened HookHook NortonNorton Veterinary Veterinary Group, Group, HookHook Norton Norton Veterinary Veterinary Group, Group, Hook Norton Norton Veterinary Veterinary Group, Group, 2006 Charlbury Practice, Deddington Practice, Moreton-in-Marsh Practice, 1995 Alan2006 Walker retired 2013 CharlburyCharlburyThe Spendlove Practice, Practice, Centre, DeddingtonHeritageDeddington House, Practice, Practice, St. Thomas Street, CotswoldMoreton-in-Marsh Business Practice, Village, Practice, 1983 1995Simon Richards Alan Walker retired Sam2013 Baldwyn joined TheThe Spendlove Centre, Centre, HeritageHeritage House, St. St.Thomas Thomas Street, Street, Cotswold Business Business Village, Village, 1983Shipston-on-stour Simon Richardsjoined the Sam Baldwynthe Partnership joined EnstoneEnstone Road, Road, Charlbury, Charlbury, Deddington,Deddington, Oxfordshire, Oxfordshire, 33 Wychwood Court, Court, the Partnership Shipston-on-stourbranch surgery joinedPartnership the EnstoneOxford,Oxford, OX7 Road, OX7 3PQ 3PQ Charlbury, Deddington,OX15OX15 0SY 0SY Oxfordshire, Moreton-in-Marsh,Moreton-in-Marsh,3 Wychwood Court, GL56 0JQGL56 0JQ branch surgeryopened Partnership Oxford, OX7 3PQ OX15 0SY opened Moreton-in-Marsh, GL56 0JQ Hook Norton Veterinary Group is a mixed practice with separate small animal, farm and Pets:Pets: 01608 01608 811250 811250 Pets:Pets: 0186901869 337732 337732 Pets:Pets: 01608 01608 695305 695305 Hookequine Norton departments Veterinary Group and over is a 30 mixed dedicated practice vets with providing separate round-the-clock small animal, care. farm and Pets:[email protected]@hooknortonvets.co.uk 01608 811250 Pets:[email protected]@hooknortonvets.co.uk 01869 337732 [email protected]@hooknortonvets.co.ukPets: 01608 695305 equine departments and over 30 dedicated vets providing round-the-clock care. [email protected] [email protected] [email protected] Todenham Sibford Gower Tadmarton Our main branch at White Hills Surgery is a tier 3 Small Animal Hospital under the Royal Todenham Sibford Gower Tadmarton Our mainCollege branch of Veterinary at White Surgeons Hills Surgery (RCVS) is a accreditation tier 3 Small Animal scheme. Hospital This means under that the we Royal have Bloxham College of Veterinary Surgeons (RCVS) accreditation scheme. This means that we have Bloxham passed rigorous inspections covering areas such as health and safety, hygiene, the provision Hook Long Norton passed rigorous inspections covering areas such as health and safety, hygiene, the provision Moreton-in-Marsh Hook of 24 hour cover and clinical governance. All departments have access to sophistcated on Compton Long Norton of 24site hour laboratory cover and facilities clinical for governance. diagnostic Alltesting. departments have access to sophistcated on Moreton-in-Marsh Deddington Compton Swerford site laboratory facilities for diagnostic testing. Little Deddington Compton Great Swerford Little Rollright We are proud members of XLVets, a group of privately owned veterinary practices spanning Compton Great Rollright North We arethe proud length members and breadth of XLVets, of the UKa group working of privatelytogether ownedto share veterinary veterinary practices ideas, knowledge spanning Great Aston Chipping North Norton Tew the lengthand skills. and We breadth are able of theto share UK working information together and ideas,to share using veterinary forums ideas,and continuing knowledge Chipping Great Aston Norton Tew and educationskills. We are meetings. able to share information and ideas, using forums and continuing Stow- on-the education meetings. Stow--Wold Enstone on-the With the aim of delivering the best care for your pets, horses and livestock we are committed -Wold Rousham Kingham Enstone Withto the providing aim of delivering a professional the best modern care veterinaryfor your pets, service horses with and traditional livestock values we are in committedan Glympton Rousham Kingham to providingapproachable a professional compassionate modern manner. veterinary service with traditional values in an Glympton Upper Wootton approachable compassionate manner. Rissington Upper Ascott-U-Wychwood Charlbury Wootton Rissington Ascott-U-Wychwood Charlbury

11 “HNVG are proud to be a part of the communities where our branches are located and DIRECTIONS 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 MORETON-IN-MARSH BRANCH which is situated at a crossroads. Take the turn Our Moreton branch is located at the Cotswold towards Hook Norton village and you will see Business Village on the outskirts of Moreton- the Hook Norton Surgery turning on the left- in-Marsh. Please use the postcode GL56 0JQ hand side . if using SAT NAV. As you head into/out of Moreton on the London Road you will see the CHARLBURY BRANCH Cotswold Business Village clearly signed. Turn Our Charlbury branch is situated just off the into the Cotswold Business Village and take Enstone road in the heart of Charlbury. Please the second left-hand turn, before Cotswold use the postcode OX7 3PQ, if you are using Casement. The branch is situated at the far SAT NAV. Turn off the Enstone road by The corner of the building and is clearly signed. Co-operative Food Store. Behind The Co-op is

the Spendlove Centre (next to the Charlbury All branches have free parking. Community Centre), you will find our Charlbury

branch situated on the left-hand side as you If you are unsure as to the location of a face the building. particular branch, please contact our friendly Reception Team. 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 Right: The front of our branch behind the garage on the left. Free Hook Norton Surgery. parking is to the rear.

12 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.

Above: the tree lined drive at FROM DEDDINGTON our Hook Norton Surgery. 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.

13 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

OUT OF HOURS EMERGENCY SERVICE EMERGENCY 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 SERVICE 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 IT IS EASIER SAID THAN DONE, BUT TRY NOT number on which you can be contacted, TO PANIC. THE VET WILL BE WITH YOU ASAP. knows the nature of the problem and the exact IF, ONCE YOU HAVE HUNG UP, YOU HAVE ANY CONCERNS PLEASE PHONE US BACK. location of where they need to meet you.

14 EQUINE VISIT CHARGES

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 ALL FEES ARE AT THE VETS DISCRETION advance. All visits should be booked together to be eligible. The fee for this is approx. 33% of a full visit charge. To find out your full visit fee please contact EMERGENCY/OUT OF HOURS VISIT: If an emergency call is out of hours (between Large Animal Reception on 01608 730085. 6.30pm and 8.00am) there will also be a charge in addition to a full visit fee for this service. *Full, discounted and multiple shared visits

VETTINGS: take place during normal working hours. All vettings are charged with a full visit fee.

EQUINE ZONE VISITS: Free of charge (Terms & Conditions apply - see separate sheet on Zone Visits).

15 PAYMENT TERMS

Accounts Department T: 01608 738 501 E: [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 METHODS OF PAYMENT required strictly within 30 days from the date of invoice. (If you are an XLVet UK Payment may be made by the following methods: Ltd registered farm client, the shorter 21-day payment term specified in that 1) Cash specific agreement must be adhered to for you to retain your special benefits). At practice premises only. A full fee breakdown will appear on all invoices. 2) Cheque (no post-dating) Made payable to Hook Norton Veterinary Group LLP. Should you become unable to pay your account according to our Payment 3) Credit Card Terms, or consider that there may be a problem with your account or invoice Major credit cards accepted (except American Express). details, please contact our Accounts Department on 01608 738501 between 4) Pet Insurance Scheme 8am and 5pm Monday to Friday or by email to accounts@hooknortonvets. Subject to payment of any excess & insurance form completion co.uk as soon as possible after receiving the invoice, so that the matter can charges. be resolved. Any cheque returned by our bank as unpaid, any credit card 5) BACS payment not honoured, and any cash tendered found to be counterfeit will Please quote your name and postcode in the reference details. 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 Account Name: Hook Norton Veterinary Group LLP arising from this. Bank Name: Royal Bank of Scotland Branch Address: Oxford Branch, 32 St Giles, Oxford, OX1 3ND In the absence of any other arrangement agreed with the practice, accounts A/C Number: 10190018 not settled within 45 days of the date of invoice will incur an administrative Sort Code: 16-10-15 surcharge of 2% per month. For any account still remaining unpaid after this BIC: RBOS GB 2L time, we reserve the right to take such action as we consider appropriate IBAN: GB74 RBOS 1610 1510 1900 18 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.

16 DEDDINGTON: RCVS Accredited Practice – Small Animal Core Standards – Heritage House, St Thomas Street, Deddington, Oxon. OX15 0SY.

MORETON-IN-MARSH: Terms and Cotswold Business Village, 3 Wychwood Court, Moreton-in-Marsh, Glous, GL56 0JQ. conditions GENERAL TERMS APPLYING TO THE PROVISION OF ALL GOODS AND SERVICES Veterinary Care HNVG aims to provide veterinary services in accordance with the code Hook Norton Veterinary Group LLP – Terms & Conditions of Business encompassed in the RCVS guidelines for practice standards and for Thank you for entrusting the care & attention of your animals to Hook the professional conduct of veterinary surgeons and veterinary nurses. Norton Veterinary Group LLP. We are dedicated to providing good Guidelines are available at www.rcvs.org.uk. Please be aware that quality veterinary attention for all animals under our care, to ensure their veterinary care will be withheld from clients who appear aggressive or health and welfare. We aim to provide a professional, modern veterinary abusive to staff members. service with traditional values in an approachable and compassionate manner for all aspects of animal care. Fees & Charges All fees for professional advice, services and prices for goods (including This document sets out the Terms of the Contract established between food, accessories and drugs) are subject to VAT at the applicable us (Hook Norton Veterinary Group LLP) and you (the registered animal rate. You will receive a detailed breakdown of these charges for every owner or individual requesting veterinary services) which comes into consultation, surgical procedure and transaction with us. Professional being when you register your animal with our Veterinary Practice, or fees vary depending on the time spent on a case, the level of expertise when you ask us to provide veterinary services. required of the staff looking after your animal, and according to the drugs, materials or consumables used in the provision of these services. Should you have any queries regarding any aspect of these Terms These may also include fees for referral of the case to another specialist and Conditions of Business please do not hesitate to ask us for further practice. Separate charges will also apply for the costs of posting or clarification. By accepting these conditions, you confirm that you are delivering clinical samples for analysis, and sending out orders for drugs over 18 years of age. and other goods, if requested. These are usually sent by Recorded or Special Delivery post, or delivered by courier. ABOUT THE BUSINESS Hook Norton Veterinary Group LLP is a Limited Liability Partnership Estimates Company registered in England and Wales under Number OC356808; Estimates may be provided verbally either at the time of booking the our registered office is: White Hills Surgery, Sibford Road, Hook Norton, appointment or during the consultation itself. Written estimates are Banbury, Oxon, OX15 5DG. available on request. Any estimate given can only be approximate since an animal’s illness will not always follow a conventional course and Hook Norton Veterinary Group LLP (HNVG) is a mixed veterinary practice unforeseen expense may occur. We will endeavour to contact you at with separate Equine, Farm and Small Animal Departments. The our earliest opportunity if we believe that the costs could be significantly Practice consists of our Surgery premises detailed below for treating higher than the estimate. Please note: for long term hospitalised your animals at Hook Norton, Deddington, Charlbury and Moreton-in- patients, account updates can be given daily upon request. Marsh – as well as comprising the mobile services of our dedicated team of vets and nurses attending mainly Farm and Equine calls. Small Animal Prescriptions and Dispensing of Drugs visits are also available in certain circumstances. Our Surgery premises You may obtain Prescription Only Medicines, Category V, (POM-Vs) are situated at: from this Practice OR ask for a written prescription and obtain these medicines from another veterinary surgeon or a pharmacy. HNVG HOOK NORTON: can only prescribe POM-Vs for animals under our care. However, we RCVS Accredited Practice – Small Animal Veterinary Hospital, Farm can provide POM-V drugs if presented with a written prescription from Animal General Practice, Equine General Practice – White Hills Surgery, another veterinary surgeon. A prescription may not be appropriate if Sibford Road, Hook Norton, Banbury, Oxon. OX15 5DG. your animal is an in-patient or immediate treatment is necessary. Your veterinary surgeon may only prescribe relevant veterinary medicinal CHARLBURY: products following a clinical assessment of an animal under our care. The RCVS Accredited Practice – Small Animal Core Standards – The Spendlove general policy of this Practice is to re-check an animal requiring repeat Centre, Enstone Road, Charlbury, Oxford. OX7 3PQ. prescriptions for/supplies of relevant veterinary medicinal products

17 every 3 months; however, this may vary with individual circumstances. Case records can be copied and, on request, may be passed onto another In more complicated/unstable cases prescription rechecks may be more veterinary surgeon taking over the case. Clinical samples taken may also frequent depending on the professional judgment of the veterinary be passed onto external laboratories to undertake further investigations surgeon managing the case. There is usually a charge for a prescription to assist with our diagnosis or treatment plan. There may be a charge recheck and written prescriptions, details of which will be provided on incurred for copying any veterinary records and documentation. enquiry. You will be informed, on request, of the price of any medicine which may be prescribed for your animal. LIFETIME CARE CLUB TERMS AND CONDITIONS Please give us 48-hours notice for any requests for a repeat or written prescription. WHAT IS INCLUDED IN THE LIFETIME CARE CLUB? The Lifetime Care Club is a rolling pre-payment healthcare programme Pet Health covering the cost of the main preventative health issues of your pet. Insurance, Microchipping & Vaccination Please refer to the leaflet attached to your application form for details HNVG strongly support the principle of insuring your animal against of what is included in your Lifetime Care Club. It is your responsibility to unexpected illness or accident. HNVG will endeavour to complete and ensure that you receive all the treatments included in the Lifetime Care forward an insurance claim to your insurance company as soon as Club. Membership is not transferable to another pet or owner. The practicable after submission of the claim form to us by the client. Please Lifetime Care Club is NOT a pet health insurance scheme. 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 RENEWING YOUR LIFETIME CARE CLUB MEMBERSHIP owner/agent. The submission by you of an insurance claim form for your Membership for each pet will renew automatically on the anniversary of animal will automatically give us the right to discuss your claim with and/ the date that your pet joined Lifetime Care Club. or respond to enquiries made about it by your Insurance Company. CANCELLING YOUR LIFETIME CARE CLUB MEMBERSHIP DURING THE HNVG also strongly recommend having your animal regularly vaccinated ANNUAL CONTRACT and micro-chipped (now required by law for dogs). Please ask for details PLEASE NOTE – IF A LIFETIME CARE CLUB MEMBERSHIP IS CANCELLED about these important actions you can take to protect, care for, and BEFORE THE ANNUAL RENEWAL DATE (DATE OF SIGNATURE) A £10 + VAT identify your animal. CANCELLATION FEE PER ANIMAL WILL BE CHARGED AND ANY UNPAID AMOUNTS FOR GOODS RECEIVED UNDER THE LIFETIME CARE CLUB WILL Out of Hours Service BECOME IMMEDIATELY DUE FOR PAYMENT: Weekend consultations are available at our Hook Norton and Charlbury • You may cancel the Lifetime Care Club membership by emailing us at Surgeries. Telephone calls to closed branches are automatically [email protected] , or telephoning us between 8am and redirected to Hook Norton Surgery. We also operate a 24-hour 5pm Monday to Friday on 01608 738501, or by writing to us at least 14 emergency service. If a call is ‘out of hours’, the telephone call will be days prior to your next payment date. answered by our Answering Service who will contact the duty veterinary • Payment is by Direct Debit, you must also tell your Bank to cancel surgeon to respond to your emergency as soon as possible. In the rare the Direct Debit Instruction(s). If your Lifetime Care Club Direct Debit is event you are not called back within 10 minutes please redial. For animals returned unpaid by your Bank or a Direct Debit Instruction is cancelled needing 24-hour intensive care or nursing this can be provided in the and a new Direct Debit Instruction is not set up immediately, the Lifetime Small Animal Hospital at White Hills Veterinary Surgery, Hook Norton, Care Plan will be deemed to be cancelled. where we also have Equine in-patient facilities. Our ‘out of hours’ service • If the Lifetime Care Club membership is cancelled by you during the for Small Animals is shared on a rota basis with Chipping Norton Vets; annual contract, we will charge you an additional £10 + VAT cancellation when Chipping Norton Vets are on duty, your Small Animals will initially fee per animal. be treated at their surgery premises. • Should your cancellation result in a balance owing to Hook Norton Veterinary Group LLP for any goods received under the Lifetime Care Please note: additional charges apply for out of hours consultations. Club package, any payments you have already made towards the Lifetime Care Club will be offset against these charges and an invoice for Ownership of Records, X-Rays & Similar Documents the balance owing plus applicable cancellation fee(s) will be sent to you The care given to your animal may involve making some specific with payment becoming due immediately. investigations, for example taking blood samples, X-Rays or performing • No credit will be given if the cost of goods received is less than the ultrasound scans. Even though we make a charge for carrying out these amount already paid by Direct Debit at the time of cancellation. investigations & interpreting their results, the resulting records (clinical or otherwise) remain the property of the HNVG.

18 ADDITIONAL TERMS & CONDITIONS: New Client voucher: £20 0ff first consultation or vaccination • Members must be 18 years old or over. Terms and Conditions: • If a pet’s weight changes to a different category from that specified on the Lifetime Care Club application form further charges may be Voucher must be presented by a new client in person at the reception applicable. desk on the same day as their first veterinary consultation to qualify for • Annual price increases for membership of the Lifetime Care Club may money off that consultation fee. apply at the discretion of Hook Norton Veterinary Group LLP. We will This offer applies to new clients only (they must not have been registered write to you in advance of this. at any other clinics previously); any vaccinations, drugs or treatments • If certain products are specifically requested by a client, which are not will be charged at normal price. This voucher is not redeemable with any included under the Lifetime Care Club package (although the treatment other discount. type is), these alternative products may attract a surcharge which Voucher only redeemable for services provided by Hook Norton will become immediately payable – unless their use is based on our Veterinary Group LLP (HNVG LLP) as part of a veterinary consultation and veterinary advice. does not include services provided by our partners (e.g. rehabilitation; • All products included in the annual subscription (i.e. vaccinations, flea behavioural assessments; referrals, etc.,); or stock items (e.g. pet and worming treatments) must be taken within the annual payment supplies, food, products, etc.,). period. Products cannot be carried forward into the next year’s annual Any unspent balance on the voucher cannot be carried over to future subscription period. consultations. • Payments will be taken by separate monthly Direct Debits for each pet. Voucher not valid in conjunction with other offers or vouchers. • New Members of the Lifetime care Club will be asked to pay for 2 Voucher is non-refundable or exchangeable for cash or equivalent. months treatment upfront, this covers initial treatment costs until your Voucher limited to 1 per household. Direct Debit is set up. In a multi-pet household, Voucher may only be redeemed against • Hook Norton Veterinary Group LLP reserves the right to change or treatment of first pet coming in for consultation. update the Terms and Conditions of the Lifetime Care Club (except the Vouchers are not redeemable against ‘Prescription Only’ charges. Direct Debit Guarantee) and any such changes will be reflected on our Voucher scheme does not apply to referrals made by charities or other website. such organisations to Hook Norton Veterinary Group LLP. Hook Norton Veterinary Group LLP reserves the right to limit, withdraw THE DIRECT DEBIT GUARANTEE or modify the terms of this promotion at any time by amendment on our Banks and building societies may not accept Direct Debit Instructions for website: www.hooknortonvets.co.uk. some types of account. COMPLAINTS & STANDARDS • This Guarantee is offered by all banks and building societies that accept We hope that you will never feel the need to complain about the instructions to pay Direct Debits. standards of service received from HNVG. However, should you wish to • If there are any changes to the amount, date or frequency of your Direct make a complaint, please contact us in writing either by post at: Hook Debit, Hook Norton Veterinary Group LLP will notify you 10 working days Norton Veterinary Group LLP, White Hills Surgery, Sibforfd Road, Hook in advance of your account being debited or as otherwise agreed. If Norton, Oxon, OX15 5DG or by email to enquiries@hooknortonvets. you request Hook Norton Veterinary Group LLP to collect a payment, co.uk. We will direct your complaint to the relevant department, and will confirmation of the amount and date will be given to you at the time of aim to acknowledge receipt of your complaint within a period of 14 days the request. of its receipt and respond fully within 28 days, if practicable. Should you • If an error is made in the payment of your Direct Debit by Hook Norton have an urgent query about the care of your animal, please contact the Veterinary Group LLP or your bank or building society, you are entitled Practice Manager on 01608 730085. 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 VARIATION OF TERMS & CONDITIONS OF BUSINESS pay it back when Hook Norton Veterinary Group LLP asks you to. No agent or person employed by, or under contract with the Practice, You can cancel a Direct Debit at any time by simply contacting your bank has the authority to alter or vary these Terms and Conditions in any way or building society. Written confirmation may be required. Please also without the written agreement of at least two of the Directors. HNVG notify Hook Norton Veterinary Group LLP. 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.

19 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). PRIVACY » To provide you with marketing communications, including information about goods and services you already receive, and additional goods and services we offer. POLICY » 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: Hook Norton Veterinary Group is a Limited Liability Partnership of Veterinary Surgeons. We are committed to protecting and respecting » Selected third parties, some of whom we appoint to provide services your privacy. This policy sets out the basis on which any personal data including: business partners, subsidiaries and sub-contractors, for the we collect will be processed by us. Please read it carefully to understand performance of any contract we enter into with you. Third parties may your rights regarding your personal data. By visiting this website, you are include drugs, research & purchasing & marketing companies. If you accepting and consenting to the practices described in this policy. would like more specific information, please contact the Data Processing Officer. The data controller is Hook Norton Veterinary Group LLP, White Hills » Analytics and search engine providers that assist us in the improvement Surgery, Hook Norton, Oxfordshire, OX15 5DG. and optimisation of our website. »Service suppliers who carry out contractual work with you. What information do we collect from you? » Additionally, we will disclose your personal information if: we sell or buy Information you give us any business or assets, in which case we will disclose your personal data This is any information that you give us via forms (either filled in at to the prospective seller or buyer; if we are acquired by a third party; if one of our branches, or via the website), or by phone email or other under duty to disclose your data to comply with legal obligations; to correspondence. This information may include personal details, enforce our terms & conditions or to protect the rights or safety of our including name, address(es), phone number(s), email address(es), customers. animal(s) detail, financial information and bank account information. How long do we hold your information? Information we collect from your use of our website We will keep information for a maximum of 7 years after the end of our Each time you visit our website we will automatically collect the following relationship with you unless we require the data in relation to a claim, for information: technical information, such as the internet protocol (IP) legal reasons or are required to remove data from our records. address(es) used to connect your device to the internet; where you connected; internet service provider & type of device you use. How is your data stored and kept secure? We are committed to protecting your personal and financial information. Google Analytics All electronic information kept by us is on secure servers. All archived We use this to understand how our website is used. All of the data is paperwork is kept in a locked room with limited access. anonymous and you can view Google’s Privacy Policy on their website. We may transfer your data outside the European Economic Area e.g. Online information forms animal transport/export and will only do this on your specific instruction. 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 What are your rights? details and marketing preferences. Please let us know if your information You can exercise your rights at any time by contacting the Data changes so that we can update our records. Protection Officer at Hook Norton Veterinary Group LLP, White Hills Surgery, Hook Norton, Oxfordshire, OX15 5DG or emailing us at Why do we collect this information? [email protected]. » To register you and your animal(s) on our Practice Management System » For internal record keeping and clinical governance. You have the right to: » To communicate with you in connection with your animal(s) health. » Ask us not to process your personal data for marketing purposes. We »To record you animal(s) health and treatment history and apply will inform you before collecting any data if we intend to use it for such

20 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.

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