Processing Payments

Question 1

what can a VS charge for?

Answer 1

provision of services
diagnostics
treatment 
advice 
consumables (eg syringe)
medications 
use of facilities

Question 2

RCVS and pricing?

Answer 2

has no specific over the level of fees charged by veterinary practices

fees are set by individual practices so may vary

but must be able to justify reasons for pricing

Question 3

fair trading requirements?

Answer 3

agreed between RCVS and Office of Fair Trading

prescriptions
medicine price information 
justification 
written information
additional charges

Question 4

prescriptions?

Answer 4

must be made available
only following clinical assessment
not necessary if immediate use or in-patient

Question 5

medicine price information?

Answer 5

adequate and obvious

given on request

Question 6

justification?

Answer 6

no discrimination if asked for prescription
no recommendations for suppliers unless asked
a reasonable charge for prescriptions

Question 7

written information?

Answer 7

invoices - services and medicines separate

for new clients and updates - newsletters or social media

Question 8

estimates?

Answer 8

consider

• reasonable treatment options
• prognosis
• insurance - client should be advised to contact insurer
• realistic
• additional costs
• time frame

if declined then should be clearly recorded

Question 9

discounts?

Answer 9

individual circumstances 
staff
pensioners
charities
students
trainers 
early settlements  

applied before payment begins and clearly recorded

Question 10

invoices?

Answer 10

must be itemised

• consultations
• services provided
• medicines
• administration fees
• outside services (eg physio, specialists, disposal)
• VAT - number included

Question 11

securing payment?

Answer 11

payment may be requested in advance and in full
a deposit may be requested
a payment plan may be agreed
- no obligation to offer

Question 12

unpaid bills and fee disagreements?

Answer 12

debts collection agency
civil proceedings
withdraw veterinary services
hold an animal against unpaid fees 
- RCVS asks not to

Question 13

reasons for non-payment?

Answer 13

dissatisfaction

• didn’t work, poor services, poor communication
• unaware charges were made - common with follow up consult fee

some just don’t pay as know they can get away with it

provide phone calls and non-payment paperwork - 99% will pay when asked

Question 14

pet insurance?

Answer 14

popular

payments can be monthly or annually

Question 15

what is covered by pet insurance?

Answer 15

will vary by company

• payment of vet fees (often up to a limit)
• payment for complimentary therapy
• third party liability insurance (cover if someone makes a compensation claim)

Question 16

pros and cons of pet insurance?

Answer 16

pros

• safety net
• can provide care when low on funds

cons

• price
• might not need it
• may not supply when needed

Question 17

pet insurance exclusions?

Answer 17

• pre-existing conditions
• may only cover conditions for a set period
• if owner fails to provide proof of recent preventative care (eg boosters/dental exam)
• pregnancy/anything linked to birth
• preventative and planned procedures (eg spay)
• disease that animal is prone to

Question 18

VNs role with insurance?

Answer 18

• give advice - only general terms
• assist clients in completing proposal forms
• collecting insurance papers
• don’t talk about any specific insurer - unless practice is Appointed Representative