Thank you for registering 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 Hospital is open 8.00am to 6.30pm Monday - Friday & 8.00am to 12.30pm on Saturday.
Kind regards, HNVG
Contents: Page 2 Meet the vets Page 4 Pet services Page 7 Nurse clinics Page 8 Lifetime Care Club Page 9 XLVets Page 10 Shop & drug orders Page 11 Repeat prescriptions Page 12 Contact information Page 13 Consultation times Page 14 Directions Page 16 Emergency service Page 18 Payment terms Page 19 Terms & conditions Page 22 Privacy policy Welcome to our practice
WWW.HOOKNORTONVETS.CO.UK “Pleasure in the job puts perfection in the work.” MEET THE VETS Aristotle.
Director Gary Jennings Director Will Oldham BSc, BVetMed, MRCVS BSc (Zoo), BVM&S, MRCVS
Kathryn Baldwyn Bella Clarkson Katie McCreary Laura Snyman BVSc, BVSc (Hons) Small Animal BVSc GPCert (FelinePractice) MRCVS MA, VetMB, MRCVS BVetMed (Hons), Cert AVP, MRCVS Medicine
Juliet Morris Hughie Mc Clafferty Hannah Brown Rupert Bond MA, VetMB, MRCVS B.Comm, DVM, MRCVS BVSc, MRCVS BSc, BVetMed, PG Cert Vet Ed, MRCVS
Lydia Ropson Susie Riley Zoe Appleton BSc (Hons), DVM, MRCVS BA, BVSc, MRCVS MA, VetMB, MRCVS
Gary has been a partner since 2006, and along with Will Oldham has overall responsibility for the Small Animal Veterinary Department. Gary has no specific key interest but works across the practice supporting the team and also does some work with injured birds of prey. Gary is married, has two active young sons and various pets including a spaniel and chickens! His main hobbies out of work are golf, running slowly, gardening and football.
Will joined the practice in 2014 following a brief period working in general practice in the local area. In 2017 he joined the Partnership and now runs our Small Animal Department with Gary Jennings. Will is our lead surgical vet, his main interests lie in orthopaedics and soft tissue surgery. He has undertaken several advanced courses that compliment the skill set already at Hook Norton.
Outside of work Will enjoys spending time with his young family and can often be found leading one or both of his 2 daughters on their pony.
2 Kathryn qualified in 2005 and came to work at HNVG in 2007. She loves both medicine and soft tissue surgery. She is particularly skilled at ultrasonography and has been instrumental in advancing our in-house diagnostic capabilities. Kathryn has successfully completed a certificate in feline medicine. Kathryn met her husband Sam, our farm animal partner, at the Practice. They enjoy spending their free time with their two daughters and pets, Ruby and Mr Monkey.
Bella qualified from Cambridge University in 1998 and has been working as a small animal vet at Hook Norton Vets since 2003. Bella is interested in all aspects of small animal practice, especially surgery; she is based at the hospital in Hook Norton. Bella is married with 3 children. They have four dogs, cats, chickens, and too many horses!
Katie qualified from the Royal Veterinary College, London in 2008 and took a job in the Lake District, working with small and large animals. After three years she decided to take a break and travel through Africa, from Nairobi to Cape Town. A six-month stint locuming in the UK then saw Katie off again this time to Australia to experience life and work down under. After a year of working in Australia, Katie came back to settle in the Cotswolds and concentrate on the small animal side of veterinary work. Katie enjoys all aspects of small animal practice; medicine and surgery but has a special interest in imaging and has almost completed a certificate in advanced veterinary practice (internal medicine). When not at work, Katie enjoys walking her dog, Tilly and spending as much time as possible in the great outdoors, camping and running.
Laura qualified at Onderstepoort in South Africa in 2003. She has worked in small animal clinics in South Africa and the UK over the years and has now taken the decision to relocate to the UK. She has two boys and her husband is a farrier. They love old English churches and walking in the countryside. Laura also loves hiking, swimming and reading novels. She is interested in all aspects of small animal practice and you can see her mostly at Hook Norton and Deddington branches.
Juliet joined HNVG in 2002 as a Farm and Small Animal Vet, and splits her time between the two departments; spending 1 day a week at our Small Animal branch in Deddington and 2 days a week TB testing with our Farm Team. Juliet’s spare time is taken up with running about after 2 boys and 2 unruly German Shorthaired Pointers!
Hughie is a native of Galway in Ireland. He has an honours bachelor degree in Commerce and Law & qualified with a doctorate in Veterinary Medicine in 2015. Hughie previously worked with farm, equine and exotic species, but works with domestic pets here at HNVG. Outside of work Hughie likes to spend most of his time outdoors whether its gardening, hiking or playing golf.
Hannah graduated from Bristol in 2015 and relocated from Somerset to join our Small Animal Veterinary Team in April 2019. Hannah enjoys all aspects of first opinion work and is currently studying for her Certificate in Cardiology with the aim to become an Advanced Practitioner. Hannah is super sporty and enjoys playing squash and participating in all sorts of sporting events in her spare time. She has a Labrador called Winnie who goes everywhere with her, including work!
Rupert graduated from Liverpool University in 2004 and enjoys all aspects of general practice especially surgery. Rupert has a Jack Russell Terrier called Lotte and in his spare time can be found walking with her, playing squash or relaxing with a good book.
Lydia completed her first degree at Royal Veterinary College London, she then went abroad to study and graduated from the University of Veterinary Medicine Budapest in June 2019. Having grown up in the Midlands Lydia looked forward to returning to the U.K after studies to develop skills in all aspects of veterinary medicine. As a recent new graduate, Lydia looks forward to meeting you and caring for your furry family members at the Hook Norton Hospital. Outside of work Lydia enjoys travelling and exploring the great outdoors, although she is often partial to a cosy night in with a good book.
Susie graduated from Bristol Vet School, and saw practice at HNVG as a foster student. She now joins our Small Animal Veterinary Team. Susie has a Rough Collie called Bertie and in her spare time can be found hitting the gym, walking the dog or playing tennis.
Zoe qualified from Cambridge Vet School and has been working in small animal practice since. She loves spending her days with animals, and can’t imagine doing anything else! In her spare time, Susie enjoys cooking, going on walks in the countryside and spending time with her two cats, Meg and Moon-Pie.
3 DIGITAL X-RAYS Our state of the art digital x-ray equipment is situated in our radiology room at the Hook Norton hospital. Any sized pet can be x-rayed on our sliding table with ease. High quality digital x-rays are sent to a computer screen in a matter of seconds and are interpreted by a veterinary surgeon immediately. These Images can be transferred to a CD or emailed where Pet necessary. The x-ray machine can be used to diagnose many ailments affecting the bones, chest or abdomen. It is often essential in emergency situations Services and is available for use 24/7 as needed. ECHOCARDIOGRAPHY Over the next few pages you will see Echocardiography (a heart scan) is an imaging technique using some the services we offer. If you would ultrasound to assess the heart. This allows us to have a look at the hearts shape and structure, giving detailed assessment of the chambers, like any more information then please valves and great vessels. In addition to this, we can look at how the contact us and speak to one of our heart contracts and assess how effective it is at pumping blood around receptionists or farm vets. the body. This equipment is important in diagnosing a range of heart diseases including mitral valve disease, which is common in Cavalier King Charles spaniels, congenital heart defects, congestive heart failure and a number of other heart related conditions. BVA HIP & ELBOW DISPLASIA SCREENING The radiographic service is run by our Veterinary Surgeons as part of the When having a heart scan, patients are often not required to have BVA/KC canine health scheme. It involves x-raying the hips, plus elbows if sedation, and the procedure is short and painless. Echocardiography required, of certain canine breeds (eg labrador, german shepherd) which is reccomended for any animal with a heart murmur of concern or are known to be genetically susceptible to hip and/or elbow dysplasia. symptoms of heart disease (coughing, breathing changes, exercise The radiographs are taken using a fast acting and reversible sedation, intolerance or fainting). We have 3 small animal vets who are skilled at under which the dogs are totally relaxed so can be placed in the performing scans of the heart- Kathryn, Katie and Hannah. necessary positions without the requirement for manual restraint.
ENDOSCOPY COMPUTED TOMOGRAPHY (C.T) We are the owners of a video endoscope, a flexible bronchoscope and We have a CT scanner lorry visit us once a month (subject to demand) at a rigid rhinoscope. These scopes allow us to examine parts of the body our Hook Norton hospital. Animals in the past have had to be referred to that are hard to view, such as the gastrointestinal tract (oesophagus, specialist centres further afield to benefit from CT. CT scanning uses x-rays stomach and intestines), the airways or the nasal passages. Although to produce a 3D image. This allows the accurate diagnosis and treatment animals need to be anaesthetised, scoping is a non-invasive way to planning of a wide range of conditions that can be hard to diagnose view these areas, take biopsies and in some cases even remove foreign on regular x-rays or ultrasounds. A scan takes about 45 minutes during objects that animals have inhaled or ingested! which 150-200 images are produced per animal! These images are then interpreted by a RCVS recognised specialist in diagnostic imaging. By using these advanced pieces of diagnostic equipment many animals have avoided the need to undergo surgical intervention. DENTAL WORK Dental disease is the most common health problem in our pets, yet it still HOSPITALISATION & ISOLATION FACILITIES often goes undiagnosed and untreated. At HNVG we can help diagnose, The Hook Norton branch is an RCVS accredited veterinary hospital. Our treat and prevent dental disease to help your pet stay pain-free! hospital includes separate wards for cats/small mammals, and dogs. A dedicated inpatient nurse monitors the animals throughout the day and Our dental suite houses recently updated equipment to enable efficient night, and hospitalisation sheets are completed for every inpatient. The extractions of diseased teeth, and ultrasonic scaling and polishing of pets are kept warm, comfortable and clean, and the dogs are walked out healthy teeth. Free post-operative checks are included in the frequently. We have a modern isolation facility situated away from the dental service. main hospitalisation ward which is essential for animals with contagious diseases, such as gastroenteritis or respiratory infections. This prevents Nurses provide FREE dental checks if you would like your pet’s dental us suffering from outbreaks of disease in our hospital. health assessed.
4 IN HOUSE LABORATORY FOR RAPID RESULTS We are proud to have an in-house laboratory with state of the art machines that can analyse your pet’s blood anytime of the day. In emergency situations we can have some results within as little as 15 minutes from the time the blood sample is taken. This can be life-saving in certain cases. Our laboratory nurses are also trained in microscopy to look at blood smears, skin scrapes or fluid samples, and perform urinalysis. We also have an overnight courier service to send samples to a specialist external laboratory should additional tests be needed.
ADVANCED ORTHOPAEDICS Our operating theatre at Hook Norton is fully equipped with orthopaedic surgical facilities which enable us to treat a range of ailments including fracture repair and cruciate ligament injuries using the latest techniques.
Cruciate disease The preferred treatment option for cranial cruciate ligament disease at Hook Norton is tibial tuberosity advancement (TTA). Cranial closing wedge osteotomy and lateral suture can also be offered in appropriate cases where budget and patient selection is appropriate.
Fracture Fixation Both locking and standard dynamic compression plate technology, as well as external skeletal fixation and interlocking nails, are used to manage even the most complicated long bone fractures. Sensible & realistic estimates of these procedure will be discussed prior to surgery to suit most budgets.
Patella luxation TTA, Orthomed Ridgestop, medial release, and lateral imbrication are all employed to treat this common multifactorial orthopaedic complaint.
Arthrodesis For some end-stage cases of osteoarthritis or catastrophic soft tissue damage, the only salvage option for pain-free function is arthrodesis. This works particularly well in the carpus and tarsus. A referral is always offered for these cases as complications can occur.
Limb Amputation Sometimes due to extensive damage, budgets, and pain we recommend the amputation of a limb. We off counseling to you as the client about the procedure and will discuss many cases who have done exceedingly well post-surgery.
IOHC/HIF (Incomplete ossification of the humeral condyle/Humeral intercondylar fissure) Will has a particular interest in this condition and is able to repair catastrophic fractures or place a prophylactic screw across the condyles to help these pets have pain free use of the limb. “CT scanning uses x-rays to produce a 3D image. This allows the accurate diagnosis and treatment planning of a wide range of conditions that can be hard to diagnose on regular x-rays or ultrasounds.”
5 PET BEHAVIOURIST ULTRASONOGRAPHY Vicki Harrington (RVN, DipCABT CCAB RQF Level 5) is a qualified Our ultrasound machine which provides exceptional images of the behaviourist. Vicki can help advise and support clients with a range of internal organs of pets of all sizes. Ultrasonography is a valuable non- behavioural problems in cats and dogs. These consultations are best done invasive way of diagnosing multiple problems in your pets ranging in your home where your pet will feel more comfortable. Please contact from heart disease and blockages in the gut to tumours and internal Vicki on 07837 648156 or email her on vicki.megastaranimalbehaviour@ infections. Many animals do not even require sedation as they tend to lie gmail.com for more details. All behavioural consultations will be settled when placed on a comfy bed with a nurse to reassure them. conducted through Vicki’s behavioural business: MegaStar Animal Behaviour www.megastaranimalbehaviour.co.uk. Our machine is also equipped with Doppler which allows blood flow through the heart to be assessed. PROGESTERONE TESTING Are you thinking about putting your bitch in pup? At HNVG we offer in- VETERINARY CONSULTATIONS house progesterone testing with a 2-hour turnaround. Being able to give Our dedicated small animal vets provide 15 minute consultations by you such speedy results means that you will know when your bitch is at appointment throughout the day. Whether you would like a general optimum fertility! check over or have a particular worry about your pet’s health, the vets are available to examine your pet, discuss their findings and suggest ROYAL CANIN® LIFE-STAGE DIETS any diagnostic or treatment plan as needed. Each consult room has We are proud to stock the whole range of Royal Canin life-stage diets computerised access to your pet’s veterinary records. The computers in at competitive prices. Royal Canin produces award-winning cat and all of our branches are linked, meaning you can visit any HNVG branch dog diets for pets. All their diets are developed by Veterinary scientists and your pet’s health record will be instantly available. to ensure your pet gets the best nutrition at different stages of their life. Ranging from food for kittens and puppies, to ensure they grow at the REASONS TO GET YOUR PET CHECKED OVER INCLUDE: right rates to prevent developmental problems; to diets for mature pets. » Skin complaints – itchy or scabby skin, loss of fur
FREE SENIOR HEALTH PET CHECKS » Smell or discharge coming from their ears The practice offers FREE senior health check-ups for cats and dogs » Coughing or changes in their breathing over the age of 7+ years who are otherwise well. The check-up will give » Weight loss or weight gain us the opportunity to examine your pet and pick up on any potential » Lumps health problems at an early stage which can result in more effective treatment. We can help you to monitor your pet’s health during their » Changes in drinking or urinating senior years. These checks are designed to be a yearly health check and » Diarrhoea or constipation can be combined with your pet’s annual vaccination. » Changes in behaviour » Eye problems – deterioration in vision, discharge from SOFT TISSUE SURGERY eye(s), Our team of small animal surgeons perform both routine and emergency soft tissue surgery procedures in our surgical suite at the Hook Norton closing their eye(s) hospital. Operations can range from routine spays/castrations to life- » Mobility problems – problems getting up, jumping or saving intestinal surgery and caesareans. climbing stairs » Vomiting Pets undergoing surgical procedures are constantly monitored by qualified veterinary nurses and our operating theatre is equipped » Eating less or more than usual with up-to-date anaesthetic monitoring devices. On recovery, patients » Not their ‘normal self’ continue to be monitored and cared for in the hospital for the remainder of their stay.
Post-operative checks are scheduled to ensure your pet continues to recover from their surgery once they have gone home. Any tissue samples taken during surgeries are couriered overnight to an expert laboratory to be analysed as quickly as possible.
Minor surgical operations can also be performed at our Charlbury, Deddington & Moreton-in-Marsh branches.
6 “Nurse clinics focus purely on preventative health care. Our fully trained nurses are hear to help. A healthy pet is a happy pet!” nurse clinics
We offer a huge range of nurse clinics, feel free to book any of the following:
» 2nd and 3rd vaccinations (if the 1st vaccination was given by HNVG) Our nurse clinics are the best place for you to get help and » annual 6 month health check advice about your pet. Nurse clinics perform a different role » 5 & 8 week breeding clinics to the purely veterinary ones. When you bring your pet into » dental check the clinic to see a vet, they are usually poorly. Our nurse clinics » diabetic health check focus purely on preventative health care. Our fully trained » dressing changes nurses are here to help and will chat to you about the health » flea and worm check/advice and welfare of your pet, a healthy pet is a happy pet! » general check » microchip » monthly puppy check » nail clipping » pet selection advice » post operation checks » renal (kidney) health check » senior health check » suture removal » tick removal » weight advice » weigh and worm
7 At Hook Norton Veterinary Group your pet’s health is our main priority. We want your animals to be as healthy as possible and to live a long and happy life. Lifetime Care Club Our Lifetime Care Club provides you with everything you need in preventative health care to help you achieve just that. versus Our monthly Direct Debit payment scheme means you can spread costs NON-LIFETIME CARE CLUB throughout the year whilst ensuring your pet is constantly covered.
We provide your pet with: A price comparison. See your potential savings below! » ANNUAL VACCINATIONS
Dogs: includes Distemper, Hepatitis, Parvo Virus, 4 types of
Leptospirosis & Kennel Cough (excludes Rabies). LCC NON-LCC Cats: includes Flu, Enteritis & Leukaemia vaccination. THE MOUSER » 6-MONTHLY HEALTH CHECK CAT <4kg by a vet or nurse. To include: skin, ears, eyes, heart, lungs, weight, teeth & claws. £109.41 £119.88 £229.29 » ROUTINE FLEA & WORMING TREATMENTS SAVING! at quarterly intervals, sufficient for 12 months included THE ALLEY CAT >4kg (covering all common internal and external parasites). CAT £106.27 » FREE NURSE HEALTH CLINICS £126.00 £232.27 SAVING! to include general, dietary and geriatric advice (including blood pressure check.
Senior pet blood test available at request and with an additional charge). THE MIN PINS 0-10kg Spreading the cost of your pet’s preventative care throughout the year will £77.14 save you money, but don’t just take our word for it, take a look at the price £131.88 £209.02 comparison chart opposite and see for yourself. SAVING!
How do I register? THE DOODLE Simply fill in the Direct Debit & application form. Bring them to your closest 10.1 - 25KGkg Surgery, along with your bank details, hand them to a member of staff and we £71.62 will process your membership. £143.88 £215.50 SAVING! Any of our team will be happy to help and answer any queries you may have. THE HOUNDBERRY DOG 25.1 - 40kg Monthly Fees £94.28 Cats inc. VAT £155.88 £250.16 The Mouser £9.99 SAVING! The Alley Cat £10.50 Dogs THE BERNIE 40.1-60kg The Min Pins £10.99 DOG The Doodle £11.99 £212.12 The Houndberry £12.99 £191.88 SAVING! £404.00 The Bernie £15.99 01/09/19 - 31/08/2020
8 Independence matters
XLVETS XLVets is a collaborative group of over 250 small animal vets endeavouring to be nationally recognised as the ‘quality mark’ for veterinary care for cats, dogs and other companion animals. Spanning the length and breadth of the UK, we are a group of independent veterinary owned practices, working together to share ideas, knowledge and skills in order to deliver the highest standards of animal health, care and welfare.
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. For more information visit www.xlvets-pets.co.uk
9 The Reception at our Hook Norton Surgery Drugs can be collected from our Hook Norton RECEPTION & is open from 8.00am to 6.45pm, Monday to Surgery any time during open hours Monday to Friday and 8.00am to 12.30pm on a Saturday. Saturday (pending veterinary authorisation). 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 48-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 POM-V drugs require veterinary authorisation, for when you arrive. therefore we ask for 48-hours notice before collection.
10 Hook Norton Hospital: 01608 730501 Charlbury Branch: 01608 811250 Deddington Branch: 01869 337732 Moreton-in-Marsh Branch: 01608 695305
REpeat prescriptions
Our structured and organised repeat prescription service ensures your pet receives prompt treatment when you need it. We are extremely diligent in ensuring your medication is correctly ordered, the dose checked and signed off by one of our vets, before being dispensed by one of our trained veterinary staff members prior to collection. For these reasons we advise 48-hours notice when requesting a repeat prescription.
Hook Norton Veterinary Group complies with RCVS guidelines regarding the dispensing of medicines, therefore we can only provide repeat prescriptions to animals ‘under our care’.
For the majority of medications, a pet requiring a repeat prescription will need to be re-assessed every 3 months, however this may vary in individual circumstances. Checks may be required more frequently for certain medications, eg. diabetic. This is in the interest of your animal’s health and is a legal requirement.
Exceptions are made for wormer and flea treatment where the period since the last examination is extended to 12 months.
To order your repeat prescription feel free to contact us at the practice and we can discuss your requirements.
Hook Norton Hospital: 01608 730501 Charlbury Branch: 01608 811250 Deddington Branch: 01869 337732 Moreton-in-Marsh Branch: 01608 695305
Prescriptions can also be requested online, via our website. Simply visit www.hooknortonvets.co.uk.
11 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
12 Hook Norton Hospital Opening Hours Monday - Friday: 8.00am - 6.45pm Saturday: 8.00am - 1.00pm
Consultation times Monday - Friday: 8.00am - 6.30pm Saturday: 8.00am - 10.15am
Charlbury Branch Opening Hours Monday - Friday: 8.00am - 6.45pm consultation Saturday: 10.00am - 12.00pm Consultation times Monday - Friday: 8.00am - 10.15pm times 2.00pm - 3.30pm 4.00pm - 6.30pm All consultations are by appointment only
Deddington Branch Opening Hours Monday - Friday: 8.00am - 6.45pm
Consultation times Monday - Friday: 8.00am - 10.15pm 2.00pm - 3.30pm 4.00pm - 6.30pm
Moreton-in-Marsh Branch Opening Hours Monday - Friday: 8.00am - 6.45pm
Consultation times Monday - Friday: 8.00am - 10.15pm 4.00pm - 6.30pm
13 “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 Hospital 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 15 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 branch behind the garage on the left. Free our Hook Norton Hospital. parking is to the rear.
14 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 until you come to a T junction and turn left. 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.
FROM DEDDINGTON Above: the tree lined drive at our Hook Turn left out of the branch surgery lane and onto St Thomas Street. Then turn right onto the Norton Surgery. 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.
15 IN AN EMERGENCY USE THE TELEPONE NUMBER BELOW:
» 01608 730501
AND HAVE THE FOLLOWING INFORMATION TO HAND:
» DETAILS OF THE EMERGENCY » CONTACT TELEPHONE NUMBER
OUT OF HOURS EMERGENCY SERVICE Although home visits are possible, it is better The surgery is closed between 6.45pm and to visit the surgery, where we have all the EMERGENCY 8.00am Monday to Friday; at weekends from facilities to treat your pet. We have 24-hour 12.30pm on Saturday through to 8.00am on nursing facilities, with a duty nurse on the SERVICE Monday; all day on public holidays. premises at all times. Hook Norton Veterinary Group shares its’ out-of-hours emergency service with neighbouring practice Chipping Norton Veterinary Hospital. Therefore, on 50% of all nights, Saturday afternoons and Sundays, the vet on call will be from Chipping Norton Veterinary Hospital.
In case of an emergency please call our normal number and a message will inform you which emergency number to call. This is a dedicated number and will be answered “Hook Norton Emergency Service”. You will be asked for your name, a contact number that the duty Vet can ring you on and some basic detais of the emergency. This information is then passed to the Duty Vet who will call you as soon as possible to make arrangements to see your pet.
16 We provide our clients and their animals with a full 24-hour service
17 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.
18 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) from are situated at: this Practice or ask for a written prescription and obtain these medicines from another veterinary surgeon or a pharmacy. HNVG can only HOOK NORTON: prescribe POM-Vs for animals under our care. However, we can provide RCVS Accredited Practice – Small Animal Veterinary Hospital, Farm POM-V drugs if presented with a written prescription from another Animal General Practice, Equine General Practice – White Hills Surgery, veterinary surgeon. A prescription may not be appropriate if your animal Sibford Road, Hook Norton, Banbury, Oxon. OX15 5DG. is an in-patient or immediate treatment is necessary. Your veterinary surgeon may only prescribe relevant veterinary medicinal products CHARLBURY: 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
19 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 the 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 Surgery. • You may cancel the Lifetime Care Club membership by emailing us at Telephone calls to closed branches are automatically redirected to Hook [email protected] , or telephoning us between 8am and Norton Surgery. We also operate a 24-hour emergency service. If a call 5pm Monday to Friday on 01608 738501, or by writing to us at least 14 is ‘out of hours’, the telephone call will be answered by our Answering days prior to your next payment date. Service who will contact the duty veterinary surgeon to respond to your • Payment is by Direct Debit, you must also tell your Bank to cancel emergency as soon as possible. In the rare event you are not called back the Direct Debit Instruction(s). If your Lifetime Care Club Direct Debit is within 10 minutes please redial. For animals needing 24-hour intensive returned unpaid by your Bank or a Direct Debit Instruction is cancelled care or nursing this can be provided in the Small Animal Hospital at and a new Direct Debit Instruction is not set up immediately, the Lifetime White Hills Veterinary Surgery, Hook Norton, where we also have Equine Care Plan will be deemed to be cancelled. in-patient facilities. Our ‘out of hours’ service for Small Animals is shared • If the Lifetime Care Club membership is cancelled by you during the on a rota basis with Chipping Norton Vets; when Chipping Norton Vets annual contract, we will charge you an additional £10 + VAT cancellation are on duty, your Small Animals will initially be treated at their surgery fee per animal. 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.
20 WADDITIONAL TERMS & CONDITIONS: New Client voucher: £20 0ff first consultation or vaccination Terms and Conditions: • Members must be 18 years old or over. • If a pet’s weight changes to a different category from that specified Voucher must be presented by a new client in person at the reception on the Lifetime Care Club application form further charges may be desk on the same day as their first veterinary consultation to qualify for applicable. money off that consultation fee. • Annual price increases for membership of the Lifetime Care Club may This offer applies to new clients only (they must not have been registered apply at the discretion of Hook Norton Veterinary Group LLP. We will at any other clinics previously); any vaccinations, drugs or treatments write to you in advance of this. will be charged at normal price. This voucher is not redeemable with any • If certain products are specifically requested by a client, which are not other discount. included under the Lifetime Care Club package (although the treatment Voucher only redeemable for services provided by Hook Norton type is), these alternative products may attract a surcharge which Veterinary Group LLP (HNVG LLP) as part of a veterinary consultation and will become immediately payable – unless their use is based on our does not include services provided by our partners (e.g. rehabilitation; veterinary advice. behavioural assessments; referrals, etc.,); or stock items (e.g. pet • All products included in the annual subscription (i.e. vaccinations, flea supplies, food, products, etc.,). and worming treatments) must be taken within the annual payment Any unspent balance on the voucher cannot be carried over to future period. Products cannot be carried forward into the next year’s annual consultations. subscription period. Voucher not valid in conjunction with other offers or vouchers. • Payments will be taken by separate monthly Direct Debits for each pet. Voucher is non-refundable or exchangeable for cash or equivalent. • New Members of the Lifetime care Club will be asked to pay for 2 Voucher limited to 1 per household. months treatment upfront, this covers initial treatment costs until your In a multi-pet household, Voucher may only be redeemed against Direct Debit is set up. treatment of first pet coming in for consultation. • Hook Norton Veterinary Group LLP reserves the right to change or Vouchers are not redeemable against ‘Prescription Only’ charges. update the Terms and Conditions of the Lifetime Care Club (except the Voucher scheme does not apply to referrals made by charities or other Direct Debit Guarantee) and any such changes will be reflected on our such organisations to Hook Norton Veterinary Group LLP. website. Hook Norton Veterinary Group LLP reserves the right to limit, withdraw or modify the terms of this promotion at any time by amendment on our THE DIRECT DEBIT GUARANTEE website: www.hooknortonvets.co.uk. Banks and building societies may not accept Direct Debit Instructions for some types of account. COMPLAINTS & STANDARDS We hope that you will never feel the need to complain about the • This Guarantee is offered by all banks and building societies that accept standards of service received from HNVG. However, should you wish to instructions to pay Direct Debits. make a complaint, please contact us in writing either by post at: Hook • If there are any changes to the amount, date or frequency of your Direct Norton Veterinary Group LLP, White Hills Surgery, Sibforfd Road, Hook Debit, Hook Norton Veterinary Group LLP will notify you 10 working days Norton, Oxon, OX15 5DG or by email to enquiries@hooknortonvets. in advance of your account being debited or as otherwise agreed. If co.uk. We will direct your complaint to the relevant department, and will you request Hook Norton Veterinary Group LLP to collect a payment, aim to acknowledge receipt of your complaint within a period of 14 days confirmation of the amount and date will be given to you at the time of of its receipt and respond fully within 28 days, if practicable. Should you the request. have an urgent query about the care of your animal, please contact the • If an error is made in the payment of your Direct Debit by Hook Norton Practice Manager on 01608 730085. Veterinary Group LLP or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or VARIATION OF TERMS & CONDITIONS OF BUSINESS building society – if you receive a refund you are not entitled to, you must No agent or person employed by, or under contract with the Practice, pay it back when Hook Norton Veterinary Group LLP asks you to. has the authority to alter or vary these Terms and Conditions in any way • You can cancel a Direct Debit at any time by simply contacting your without the written agreement of at least two of the Directors. HNVG bank or building society. Written confirmation may be required. Please LLP reserve the right to alter or amend these Terms and Conditions as also notify Hook Norton Veterinary Group LLP. necessary and any such amendment will be published on our website: www.hooknortonvets.co.uk.
21 » 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). » To provide you with marketing communications, including information about goods and services you already receive, and additional goods and services we offer. PRIVACY » To ensure that our website is effective. » To deal with legal queries and comply with legal obligations.
POLICY 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 relevant fees to your account, together with veterinary prescriptions, purposes or if we intend to disclose your information to any third party diets, consumables and other goods purchased. for such purposes. » To communicate with you for administrative purposes. » Ask us not to process your personal data where it is processed on the
22 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.
Changes to our Privacy Policy This policy may be amended at any time.
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