W W W . H O O K N O R T O N V E T S . C O . U K

Welc ome to ou r pract ice

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 and8.00am to 12.30pm on Saturday.

Kind regards,HNVG

Contents:Page 2 Meet the vetsPage 4 Equine servicesPage 7 XLVetsPage 8 Zone visitsPage 10 Reception & shopPage 11 Contact informationPage 12 DirectionsPage 14 Emergency servicePage 15 Equine visit chargesPage 16 Payment termsPage 17 Terms and ConditionsPage 20 Privacy policy

2

MEET THE VETS

Beky Eastland-JonesBVetMed MRCVS

DirectorSam CuttsMA, VetMB, MRCVS

Sally HodgsonBSc (Hons), MA, VetMB, Cert

AVP (EM), MRCVS

Nancy HomewoodSenior Equine Vet, BVetMed, Cert AVP, MRCVS

Fiona EliottBVSc, MRCVS

Tom RightonBVSc, MRCVS

Lizzie RoyceBVSc, MRCVS

Charlotte WilloughbyBVSc, MRCVS

3

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.

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.

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.

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.

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.

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

4

Equ ineSe rvice sOver the next few pages you will see some the services we offer. If you would like any more information then please contact us and speak to one of our receptionists or equine vets.

ACUPUNCTURE:

These treatments are available both at the surgery and at home by

Equine Vets Fiona Elliot and Nancy Homewood who are fully trained

and members of the ABVA. Acupuncture alleviates soft tissue pain

(either primary damage to muscles or secondary strain due to pain

in the skeleton). It can be used alongside or instead of physiotherapy.

Conditions that can be treated include sore backs (either direct muscle

damage or and secondary pain due to kissing spines or hind limb

arthritis), muscle tears or strains, even generalised conditions that lead

to stiff muscles such as laminitis.

DENTISTRY:

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.

Being Veterinary Surgeons gives us the option of sedating your horse if he

or she finds the visit at all stressful and thus allows us to achieve the best

result with a relaxed, happy horse. Wolf teeth extractions are routinely

carried out ‘on yard’ whilst more complex cases (particularly non wolf

teeth extractions) are brought into our surgery. For the cases requiring

state of the art techniques we work closely with referral surgeons,

particularly Dr. Chris Pearce MRCVS who visits our clinic on a regular

basis.

DIGITAL ENDOSCOPY:

We have a variety of fibreoptic endoscopes enabling us to visualise the

horse’s upper airway, nasal passages, guttural pouches, teeth, sinuses

and bladder. Tracheal washes and bronchoalveolar lavages (BALs) are

also part of our routine diagnostics.

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

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.

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

around the world, whether it be to a purchaser abroad or to your farrier!

OFFICIAL MEASUREMENT:

We have a JMB (Joint Measurement Board) approved measuring pad at

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

the appointment via the official JMB website: www.thejmbonline.co.uk.

LAMENESS & POOR PERFORMANCE INVESTIGATIONS:

We offer a mobile and clinic based lameness investigation service with

our highly experienced team. Whilst many lamenesses can quickly be

diagnosed and resolved ‘on yard’, more complex or subtle lamenesses,

as well as poor performance investigations, often benefit from coming in

to our clinic where we have a hard trot up, lunge pad and stocks, as well

as all our diagnostic equipment. As these cases can take several hours

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

time off work.

Here at Hook Norton we understand the pressures facing modern

competition horses –our team include vets who compete and own horses

at the highest levels and we pride ourselves on a truly holistic approach,

working closely with farriers, physiotherapists and other complementary

therapists.

We understand that there is an ever smaller division between the

top placings whether it be dressage, eventing, showjumping, racing,

endurance or driving, and we have vets with specific interests and

experience across the disciplines to help ensure your horse is performing

at their optimum.

We recommend start, mid and end of season checks particularly for

upper level athletes – please contact the clinic on 01608 730085 if you

have any questions or would like to discuss an assessment.

5

We have a close working relationship with Dr Jessica Kidd, an RCVS and

European Specialist in Equine Surgery.

CLASS 4 LASER SURGERY:

Our surgical laser team, headed by Tom Righton, handles an ever

growing surgical caseload with outstanding results. Many sarcoids can

be removed under standing sedation with local anaesthetic, although

horses with multiple sarcoids or those which are difficult to access may

require a short general anaesthetic. Our surgical laser can also be used

to remove melanomas and other growths – please contact the Surgery

on 01608 730085 if you have any questions.

ONSITE SURGICAL FACILITIES FOR OPERATIONS UNDER STANDING

SEDATION AND GENERAL ANAESTHESIA:

At HNVG we have a close working relationship with Dr Jessica Kidd, an

RCVS and European Specialist in Equine Surgery and are able to offer

most elective & emergency surgeries, including:

» OCD fragment removal

» fracture repairs

» joint flushes

» tenoscopy

» arthroscopy

» cryptorchid (‘rig’) castrations

» upper airway surgery (such as hobdays and tie backs)

» ISLD (interspinous ligament desmotomy) for ‘kissing spines’

PORTABLE DIGITAL ULTRASONOGRAPHY:

Our portable digital ultrasound machine allows us to capture very high

quality images of the tendons and ligaments of your horse’s legs. This

can lead us to diagnose specific conditions, assess level of injury and to

form treatment plans for your horse. Rehabilitation of some injuries can

take a lot of time to heal, and repeat ultrasound scans help the equine

vets to assess repair of the soft tissue along the way.

REPRODUCTION - SYNCHRONISATION FOR EMBRYO TRANSFER,

NATURAL & AI (CHILLED AND FROZEN) SERVICES:

Whether you own a Thoroughbred stud or want to breed for the first time

from your Sports Horse mare we offer very competitively priced Stud or

Artificial Insemination packages and are happy to answer any questions

you may have. Our highly proficient team, headed by Sam Cutts, have

a wealth of experience scanning mares and with natural, chilled and

frozen insemination, as well as synchronising mares and recipients for

Embryo Transfer. We are also able to receive and store frozen semen at

the Surgery for mares coming to the clinic for insemination.

6

Together we can have the freedom to focus on

patients, not targets.

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’)

If you would like to find out any more information about any of these

options, or are worried your horse might be lame or are suffering from

performance issues please contact the clinic to speak to one of our vets

who will be happy to discuss your concerns.

VETTINGS:

Buying a horse can be a difficult process which the ‘vetting’ or pre-

purchase examination is designed to help. 2-stage or 5-stage vettings

comprise an in depth examination of your chosen horse in order to

identify potential risks associated with purchase and whether your horse

is likely to be able to physically fulfil your requirements.

Our team of very experienced equine vets take great pride in offering

a bespoke vetting/pre-purchase examination service for everything

from 4* Eventers, Grand Prix Showjumpers and Dressage Horses to

children’s ponies and hacks. We will discuss your horse requirements

prior to performing the 2 stage or 5 stage vetting and then provide you

with a full post-vetting/ pre-purchase examination report. Radiography,

ultrasound imaging and endoscopy are available in addition to the

standard vetting on request.

WORMING MANAGEMENT:

Our fantastic Lab Team has all the skills and knowledge for us to be

able to perform in-house Worm Egg Count’s (and much more!), which

means we can advise you on what action you need to take with your

horse within 24-48 hours.

We also offer an Annual Worming Package, where for £70* you receive

everything you need to look after 1 horse, in a well-managed pasture for

1 year.

Included:

> Wormers*

> Worm egg count pots

> Advice

> Weigh tape

> Text message reminders

> Discount for annual renewals

Contact us on 01608 730085 to find out more!

(*NB additional wormers, if required, are at an additional cost)

7

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

Zone Map

If you are unsure of your zone day, please contact the Surgery.T: 01608 730085 or E: equine@hooknortonvets.co.uk

Tuesday

Wednesday

Thursday

ColdHigham

Towcester

Weedon

Blakesley

Bugbrooke

PattishallLitchborough

8

Z O N EV IS IT S

Below: The map is for guidance only. If you are

unsure of your zone day please contact us.

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).

By offering a limited selection of routine

procedures and efficiently organising the vet’s

day we can remove the visit charge.

However our zone visit clients need to be

flexible. The vet will determine the time of the

visit from the number of calls booked in on a

particular day. The day prior to your zone visit

we will contact you by telephone and you will

be given a 2-hour time ‘window’ in which the

vet is expected to arrive.

Your horses/ponies need to be caught,

ready and waiting with their passports for

when the vet arrives on the yard and there

must be a suitable person present to handle

the animal/s. Vets are unable to perform

extra examinations or treat extra horses in

addition to the procedures booked.

Free zone visits will be allocated on a ‘first

come, first served’ basis and are generally

only available to clients who are up to date

with their invoice payments - i.e. paid within

30 days from the date of invoice. This directly

rewards clients dealing efficiently with their

invoices - enabling us to provide this free

visit service. Clients who recieve a zone visit

but are not up to date with our Payment

Terms will be charged as a Multiple/Shared

Visit (approximately 1/3 of a full visit for their

area) - unless the delay in payment is due to a

pending insurance claim.

To book onto a free zone visit simply contact

our Equine Reception Team on 01608 730085

(option 1) and we will book you onto the next

available day.

Zone visits do not work with everyone’s

commitments and work schedules; if you

cannot be available for the 2-hour time

window on your allocated day we will be more

than happy to book you a visit at a time to suit

you.

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.

9

» 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

ROUTI NE PROCEDURE S INCLUDED O N FREE ZONE V IS ITS

1 0

RECEP TION & SHOP

The Reception at our Hook Norton Surgery

is open from 8.00am to 6.30pm, Monday to

Friday and 8.00am to 12.30pm on a Saturday.

Our dedicated Reception Team are available

to assist clients with making appointments,

ordering and collecting drugs and contacting

vets.

We have a well stocked and competitively

priced shop, supplying POM-VPS products,

consumables and other seasonal products.

This is backed up with professional advice

from our SQP/AMTRA qualified staff.

POM-V drugs will require veterinary

authorisation, therefore we ask for 24-hours

notice before collection.

Drugs can be collected from our Hook Norton

Surgery any time during open hours Monday

to Saturday.

Drugs will be available for collection from our

branch surgeries in Charlbury, Deddington

and Moreton-in-Marsh (pending veterinary

authorisation) Monday - Friday, from 5.00pm

the following day.

DRUG COLLECTION:

Please make sure you notify us 24-hours

in advance of any drug orders wherever

possible so that we can obtain the relevant vet

authorisation, and have your order ready for

when you arrive. Be warned, the receptionists

get very busy during the springtime rush!

Top: Hook Norton ShopLeft: HNVG supplements

1 1

C ONTACT USContact UsHook Norton, Charlbury, Deddington & Moreton-in-Marsh

Deddington Branch Moreton BranchCharlbury BranchHook Norton Veterinary Group,Charlbury Practice,The Spendlove Centre,Enstone Road, Charlbury,Oxford, OX7 3PQ

Pets: 01608 811250 charlbury@hooknortonvets.co.uk

Hook Norton Veterinary Group,Deddington Practice,Heritage House, St. Thomas Street,Deddington, Oxfordshire,OX15 0SY

Pets: 01869 337732 deddington@hooknortonvets.co.uk

Hook Norton Veterinary Group,Moreton-in-Marsh Practice,Cotswold Business Village,3 Wychwood Court,Moreton-in-Marsh, GL56 0JQ

Pets: 01608 695305 moreton@hooknortonvets.co.uk

Hook Norton Hospital

About Us

Hook Norton Veterinary Group is a mixed practice with separate small animal, farm and equine departments and over 30 dedicated vets providing round-the-clock care.

Our main branch at White Hills Surgery is a tier 3 Small Animal Hospital under the Royal College of Veterinary Surgeons (RCVS) accreditation scheme. This means that we have passed rigorous inspections covering areas such as health and safety, hygiene, the provision of 24 hour cover and clinical governance. All departments have access to sophistcated on site laboratory facilities for diagnostic testing.

We are proud members of XLVets, a group of privately owned veterinary practices spanning the length and breadth of the UK working together to share veterinary ideas, knowledge and skills. We are able to share information and ideas, using forums and continuing education meetings.

With the aim of delivering the best care for your pets, horses and livestock we are committed to providing a professional modern veterinary service with traditional values in an approachable compassionate manner.

www.hooknortonvets.co.uk

Swerford

HookNorton

GreatRollright

LongCompton

LittleCompton

Kingham

Moreton-in-Marsh

Stow-on-the-Wold

UpperRissington

Charlbury

Enstone

ChippingNorton

GreatTew

Glympton

Wootton

Deddington

Bloxham

Rousham

NorthAston

Ascott-U-Wychwood

Todenham Sibford Gower Tadmarton

Hook Norton Veterinary Group,Hook Norton Hospital,White Hills Surgery, Sibford Road,Hook Norton, Banbury, Oxon,OX15 5DG

Pets: 01608 730501Equine & Farm: 01608 730085Accounts: 01608 738501

enquiries@hooknortonvets.co.uk

1995Simon Richards

joined the Partnership

2006Alan Walker retired 2013

Sam Baldwyn joined the Partnership

2019Moreton-in-Marsh

branch opened

1985Charlbury

branch opened

2002HNVG moved to purpose

built premises on outskirts of Hook Norton village

2017Sam Cutts & Will Oldham

joined the Partnership

2008Gary Jennings joined the

Partnership & Deddington branch opened

1985Steve Glanvill

joined the Partnership

1981HNVG was founded by Alan Walker

1983Shipston-on-stour

branch surgery opened

Contact UsHook Norton, Charlbury, Deddington & Moreton-in-Marsh

Deddington Branch Moreton BranchCharlbury BranchHook Norton Veterinary Group,Charlbury Practice,The Spendlove Centre,Enstone Road, Charlbury,Oxford, OX7 3PQ

Pets: 01608 811250 charlbury@hooknortonvets.co.uk

Hook Norton Veterinary Group,Deddington Practice,Heritage House, St. Thomas Street,Deddington, Oxfordshire,OX15 0SY

Pets: 01869 337732 deddington@hooknortonvets.co.uk

Hook Norton Veterinary Group,Moreton-in-Marsh Practice,Cotswold Business Village,3 Wychwood Court,Moreton-in-Marsh, GL56 0JQ

Pets: 01608 695305 moreton@hooknortonvets.co.uk

Hook Norton Hospital

About Us

Hook Norton Veterinary Group is a mixed practice with separate small animal, farm and equine departments and over 30 dedicated vets providing round-the-clock care.

Our main branch at White Hills Surgery is a tier 3 Small Animal Hospital under the Royal College of Veterinary Surgeons (RCVS) accreditation scheme. This means that we have passed rigorous inspections covering areas such as health and safety, hygiene, the provision of 24 hour cover and clinical governance. All departments have access to sophistcated on site laboratory facilities for diagnostic testing.

We are proud members of XLVets, a group of privately owned veterinary practices spanning the length and breadth of the UK working together to share veterinary ideas, knowledge and skills. We are able to share information and ideas, using forums and continuing education meetings.

With the aim of delivering the best care for your pets, horses and livestock we are committed to providing a professional modern veterinary service with traditional values in an approachable compassionate manner.

www.hooknortonvets.co.uk

Swerford

HookNorton

GreatRollright

LongCompton

LittleCompton

Kingham

Moreton-in-Marsh

Stow-on-the-Wold

UpperRissington

Charlbury

Enstone

ChippingNorton

GreatTew

Glympton

Wootton

Deddington

Bloxham

Rousham

NorthAston

Ascott-U-Wychwood

Todenham Sibford Gower Tadmarton

Hook Norton Veterinary Group,Hook Norton Hospital,White Hills Surgery, Sibford Road,Hook Norton, Banbury, Oxon,OX15 5DG

Pets: 01608 730501Equine & Farm: 01608 730085Accounts: 01608 738501

enquiries@hooknortonvets.co.uk

1995Simon Richards

joined the Partnership

2006Alan Walker retired 2013

Sam Baldwyn joined the Partnership

2019Moreton-in-Marsh

branch opened

1985Charlbury

branch opened

2002HNVG moved to purpose

built premises on outskirts of Hook Norton village

2017Sam Cutts & Will Oldham

joined the Partnership

2008Gary Jennings joined the

Partnership & Deddington branch opened

1985Steve Glanvill

joined the Partnership

1981HNVG was founded by Alan Walker

1983Shipston-on-stour

branch surgery opened

Hook Norton

Charlbury Branch Deddington Branch Moreton Branch

Hook Norton Veterinary Group,Hook Norton Hospital,White Hills Surgery, Sibford Road,Hook Norton, Banbury, OxonOX15 5DG

Hook Norton Veterinary Group,Charlbury Practice,The Spendlove Centre,Enstone Road, Charlbury,Oxford, OX7 3PQ

Pets: 01608 811250charlbury@hooknortonvets.co.uk

Hook Norton Veterinary Group,Deddington Practice, Heritage House, St. Thomas Street,Deddington, Oxfordshire,OX15 0SY

Pets: 01869 337732deddington@hooknortonvets.co.uk

Hook Norton Veterinary Group,Moreton-in-Marsh Practice,Cotswold Business Village,3 Wychwood Court,Moreton-in-Marsh, GL56 0JQ

Pets: 01608 695305moreton@hooknortonvets.co.uk

Pets: 01608 730501Equine & Farm: 01608 730085Accounts: 01608 738501

enquiries@hooknortonvets.co.uk

1 2

DIRE CTIONS

“HNVG are proud to be a part of the communities where our branches are located and 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

which is situated at a crossroads. Take the turn

towards Hook Norton village and you will see

the Hook Norton Surgery turning on the left-

hand side .

CHARLBURY BRANCH

Our Charlbury branch is situated just off the

Enstone road in the heart of Charlbury. Please

use the postcode OX7 3PQ, if you are using

SAT NAV. Turn off the Enstone road by The

Co-operative Food Store. Behind The Co-op is

the Spendlove Centre (next to the Charlbury

Community Centre), you will find our Charlbury

branch situated on the left-hand side as you

face the building.

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

branch behind the garage on the left. Free

parking is to the rear.

MORETON-IN-MARSH BRANCH

Our Moreton branch is located at the Cotswold

Business Village on the outskirts of Moreton-

in-Marsh. Please use the postcode GL56 0JQ

if using SAT NAV. As you head into/out of

Moreton on the London Road you will see the

Cotswold Business Village clearly signed. Turn

into the Cotswold Business Village and take

the second left-hand turn, before Cotswold

Casement. The branch is situated at the far

corner of the building and is clearly signed.

All branches have free parking.

If you are unsure as to the location of a

particular branch, please contact our

friendly Reception Team.

Right: The front of our Hook Norton Surgery.

1 3

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.

FROM DEDDINGTON

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.

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

1 4

EMERGENCY SERVICE

OUT OF HOURS EMERGENCY SERVICE

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

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

number on which you can be contacted,

knows the nature of the problem and the exact

location of where they need to meet you.

IT IS EASIER SAID THAN DONE, BUT TRY NOT TO PANIC. THE VET WILL BE WITH YOU ASAP. IF, ONCE YOU HAVE HUNG UP, YOU HAVE ANY CONCERNS PLEASE PHONE US BACK.

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

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EQUINE V I S I T CHARGE S

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

advance. All visits should be booked together

to be eligible. The fee for this is approx. 33% of

a full visit charge.

EMERGENCY/OUT OF HOURS VISIT:

If an emergency call is out of hours (between

6.30pm and 8.00am) there will also be a

charge in addition to a full visit fee for this

service.

VETTINGS:

All vettings are charged with a full visit fee.

EQUINE ZONE VISITS:

Free of charge (Terms & Conditions apply - see

separate sheet on Zone Visits).

ALL FEES ARE AT THE VETS DISCRETION

To find out your full visit fee please contact

Large Animal Reception on 01608 730085.

*Full, discounted and multiple shared visits

take place during normal working hours.

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PAYMENT TERMSAccounts DepartmentT: 01608 738 501E: accounts@hooknortonvets.co.uk

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

required strictly within 30 days from the date of invoice. (If you are an XLVet UK

Ltd registered farm client, the shorter 21-day payment term specified in that

specific agreement must be adhered to for you to retain your special benefits).

A full fee breakdown will appear on all invoices.

Should you become unable to pay your account according to our Payment

Terms, or consider that there may be a problem with your account or invoice

details, please contact our Accounts Department on 01608 738501 between

8am and 5pm Monday to Friday or by email to accounts@hooknortonvets.

co.uk as soon as possible after receiving the invoice, so that the matter can

be resolved. Any cheque returned by our bank as unpaid, any credit card

payment not honoured, and any cash tendered found to be counterfeit will

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

arising from this.

In the absence of any other arrangement agreed with the practice, accounts

not settled within 45 days of the date of invoice will incur an administrative

surcharge of 2% per month. For any account still remaining unpaid after this

time, we reserve the right to take such action as we consider appropriate

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.

METHODS OF PAYMENT

Payment may be made by the following methods:

1) Cash

At practice premises only.

2) Cheque (no post-dating)

Made payable to Hook Norton Veterinary Group LLP.

3) Credit Card

Major credit cards accepted (except American Express).

4) Pet Insurance Scheme

Subject to payment of any excess & insurance form completion

charges.

5) BACS

Please quote your name and postcode in the reference details.

Account Name: Hook Norton Veterinary Group LLP

Bank Name: Royal Bank of Scotland

Branch Address: Oxford Branch, 32 St Giles, Oxford, OX1 3ND

A/C Number: 10190018

Sort Code: 16-10-15

BIC: RBOS GB 2L

IBAN: GB74 RBOS 1610 1510 1900 18

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Terms and c ondit ionsHook Norton Veterinary Group LLP – Terms & Conditions of Business

Thank you for entrusting the care & attention of your animals to Hook

Norton Veterinary Group LLP. We are dedicated to providing good

quality veterinary attention for all animals under our care, to ensure their

health and welfare. We aim to provide a professional, modern veterinary

service with traditional values in an approachable and compassionate

manner for all aspects of animal care.

This document sets out the Terms of the Contract established between

us (Hook Norton Veterinary Group LLP) and you (the registered animal

owner or individual requesting veterinary services) which comes into

being when you register your animal with our Veterinary Practice, or

when you ask us to provide veterinary services.

Should you have any queries regarding any aspect of these Terms

and Conditions of Business please do not hesitate to ask us for further

clarification. By accepting these conditions, you confirm that you are

over 18 years of age.

ABOUT THE BUSINESS

Hook Norton Veterinary Group LLP is a Limited Liability Partnership

Company registered in England and Wales under Number OC356808;

our registered office is: White Hills Surgery, Sibford Road, Hook Norton,

Banbury, Oxon, OX15 5DG.

Hook Norton Veterinary Group LLP (HNVG) is a mixed veterinary practice

with separate Equine, Farm and Small Animal Departments. The

Practice consists of our Surgery premises detailed below for treating

your animals at Hook Norton, Deddington, Charlbury and Moreton-in-

Marsh – as well as comprising the mobile services of our dedicated team

of vets and nurses attending mainly Farm and Equine calls. Small Animal

visits are also available in certain circumstances. Our Surgery premises

are situated at:

HOOK NORTON:

RCVS Accredited Practice – Small Animal Veterinary Hospital, Farm

Animal General Practice, Equine General Practice – White Hills Surgery,

Sibford Road, Hook Norton, Banbury, Oxon. OX15 5DG.

CHARLBURY:

RCVS Accredited Practice – Small Animal Core Standards – The Spendlove

Centre, Enstone Road, Charlbury, Oxford. OX7 3PQ.

DEDDINGTON:

RCVS Accredited Practice – Small Animal Core Standards – Heritage

House, St Thomas Street, Deddington, Oxon. OX15 0SY.

MORETON-IN-MARSH:

Cotswold Business Village, 3 Wychwood Court, Moreton-in-Marsh,

Glous, GL56 0JQ.

GENERAL TERMS APPLYING TO THE PROVISION OF ALL GOODS AND

SERVICES

Veterinary Care

HNVG aims to provide veterinary services in accordance with the code

encompassed in the RCVS guidelines for practice standards and for

the professional conduct of veterinary surgeons and veterinary nurses.

Guidelines are available at www.rcvs.org.uk. Please be aware that

veterinary care will be withheld from clients who appear aggressive or

abusive to staff members.

Fees & Charges

All fees for professional advice, services and prices for goods (including

food, accessories and drugs) are subject to VAT at the applicable

rate. You will receive a detailed breakdown of these charges for every

consultation, surgical procedure and transaction with us. Professional

fees vary depending on the time spent on a case, the level of expertise

required of the staff looking after your animal, and according to the

drugs, materials or consumables used in the provision of these services.

These may also include fees for referral of the case to another specialist

practice. Separate charges will also apply for the costs of posting or

delivering clinical samples for analysis, and sending out orders for drugs

and other goods, if requested. These are usually sent by Recorded or

Special Delivery post, or delivered by courier.

Estimates

Estimates may be provided verbally either at the time of booking the

appointment or during the consultation itself. Written estimates are

available on request. Any estimate given can only be approximate since

an animal’s illness will not always follow a conventional course and

unforeseen expense may occur. We will endeavour to contact you at

our earliest opportunity if we believe that the costs could be significantly

higher than the estimate. Please note: for long term hospitalised

patients, account updates can be given daily upon request.

Prescriptions and Dispensing of Drugs

You may obtain Prescription Only Medicines, Category V, (POM-Vs)

from this Practice OR ask for a written prescription and obtain these

medicines from another veterinary surgeon or a pharmacy. HNVG

can only prescribe POM-Vs for animals under our care. However, we

can provide POM-V drugs if presented with a written prescription from

another veterinary surgeon. A prescription may not be appropriate if

your animal is an in-patient or immediate treatment is necessary. Your

veterinary surgeon may only prescribe relevant veterinary medicinal

products following a clinical assessment of an animal under our care. The

general policy of this Practice is to re-check an animal requiring repeat

prescriptions for/supplies of relevant veterinary medicinal products

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every 3 months; however, this may vary with individual circumstances.

In more complicated/unstable cases prescription rechecks may be more

frequent depending on the professional judgment of the veterinary

surgeon managing the case. There is usually a charge for a prescription

recheck and written prescriptions, details of which will be provided on

enquiry. You will be informed, on request, of the price of any medicine

which may be prescribed for your animal.

Please give us 48-hours notice for any requests for a repeat or written

prescription.

Reminders

Your responsibilities – you are responsible for ensuring your animal’s

routine healthcare is up to date. Where possible, we provide a reminder

service to help remind you of specific dates for routine healthcare. We

are not responsible for lost reminders or reminders that you have not

viewed. It is your responsibility to book these appointments, and we

are not accountable should your animal become overdue for routine

healthcare, this includes but is not limited to; vaccinations, internal and

external parasite treatments, dental care, and health checks.

Pet Health

Insurance, Microchipping & Vaccination

HNVG strongly support the principle of insuring your animal against

unexpected illness or accident. HNVG will endeavour to complete and

forward an insurance claim to your insurance company as soon as

practicable after submission of the claim form to us by the client. Please

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

owner/agent. The submission by you of an insurance claim form for your

animal will automatically give us the right to discuss your claim with and/

or respond to enquiries made about it by your Insurance Company.

HNVG also strongly recommend having your animal regularly vaccinated

and micro-chipped (now required by law for dogs). Please ask for details

about these important actions you can take to protect, care for, and

identify your animal.

Out of Hours Service

Weekend consultations are available at our Hook Norton and Charlbury

Surgeries. Telephone calls to closed branches are automatically

redirected to Hook Norton Surgery. We also operate a 24-hour

emergency service. If a call is ‘out of hours’, the telephone call will be

answered by our Answering Service who will contact the duty veterinary

surgeon to respond to your emergency as soon as possible. In the rare

event you are not called back within 10 minutes please redial. For animals

needing 24-hour intensive care or nursing this can be provided in the

Small Animal Hospital at White Hills Veterinary Surgery, Hook Norton,

where we also have Equine in-patient facilities. Our ‘out of hours’ service

for Small Animals is shared on a rota basis with Chipping Norton Vets;

when Chipping Norton Vets are on duty, your Small Animals will initially

be treated at their surgery premises.

Please note: additional charges apply for out of hours consultations.

Ownership of Records, X-Rays & Similar Documents

The care given to your animal may involve making some specific

investigations, for example taking blood samples, X-Rays or performing

ultrasound scans. Even though we make a charge for carrying out these

investigations & interpreting their results, the resulting records (clinical

or otherwise) remain the property of the HNVG.

Case records can be copied and, on request, may be passed onto another

veterinary surgeon taking over the case. Clinical samples taken may also

be passed onto external laboratories to undertake further investigations

to assist with our diagnosis or treatment plan. There may be a charge

incurred for copying any veterinary records and documentation.

LIFETIME CARE CLUB

Terms and conditions of Lifetime Care Club membership

When joining the Lifetime Care Club, you are accepting these terms

and conditions. It is important to read them carefully, and please ask a

member of staff if you have any queries.

If you would like a copy of these terms and conditions in larger print –

please ask at reception.

1. The Lifetime Care Club is a rolling annual preventative healthcare

programme. The Lifetime Care Club is NOT an insurance policy.

2. Membership of the agreement constitutes an agreement between you

and Hook Norton Veterinary Group LLP. Membership and benefits are

not transferable to another pet, owner or to another practice.

3. During the course of your membership, you will receive products and

services including, but not limited to, vaccines and flea/worming/tick

treatments and a full health check with one of our vets or a nurse. For

full details of what is included please refer to the leaflet attached to your

membership form.

4. Reminders. Your responsibilities – you are responsible for ensuring

your animal’s routine healthcare is up to date. Where possible, we

provide a reminder service to help remind you of specific dates for

routine healthcare. We are not responsible for lost reminders or

reminders that you have not viewed. It is your responsibility to book

these appointments, and we are not accountable should your animal

become overdue for routine healthcare, this includes but is not limited

to; vaccinations, internal and external parasite treatments, dental care,

and health checks.

5. The fee for your pet will be determined by its species and weight.

6. Of course, your pet can still receive treatment outside the scope of

the Lifetime Care Club and this will be charged in accordance with the

practice’s normal fees, terms and conditions.

7. These Lifetime Care Club terms and conditions should be read in

conjunction with any additional information including, but not limited

to, literature provided by the practice detailing what is included in

the Lifetime Care Club. That literature forms part of these terms and

conditions.

8. Your responsibilities – you are responsible for following our vets’

and nurses’ guidance, and for ensuring your pet attends the practice

regularly for the preventative healthcare checks which are included as

part of your membership of the Lifetime Care Club. If we are unable to

maintain your pet’s health because you haven’t followed guidance or

attended the practice we may need to terminate your membership.

1 9

Termination would be in writing as outlined below, and with immediate

effect.

9. Your membership fees will be collected by Direct Debit on a monthly

basis.

10. We use Easy Direct Debits Limited to collect Direct Debits on our

behalf, and your bank statements will show a payment to Easy Direct

Debits on behalf of Hook Norton Veterinary Group LLP. For the avoidance

of doubt, your agreement is with Hook Norton Veterinary Group LLP.

Easy Direct Debits Limited merely provide support to the practice, which

includes transferring your payments.

11. Membership for each pet will renew automatically on the anniversary

of the date that your pet joined the Lifetime Care Club.

12. We will tell you in advance, in writing, if there is to be a change in

membership fees on your renewal date. We will always give you at least

30 days’ notice of any change in fees as a result of our annual review.

13. In between our annual fees review, your pet’s monthly fees may also

change as your pet’s weight change. A change in fees due to a change in

weight will take effect as soon as is reasonably practical. This applies to

both increases and decreases in weight.

14. Failed Direct Debit payments, e.g. because of a lack of available

funds, cause a significant increase in administration costs for the

practice. We reserve the right to charge an administration fee of £10+VAT

for each failed payment. This administration charge will be added to

your account.

15. After a failed Direct Debit payment, we will re-present our payment

request to your bank after 3-5 working days.

16. If the second payment request also fails, a second administration

charge will be added to your account. We will make a third and final

payment request to your bank after a further 3-5 working days. If this

payment request is unsuccessful your Lifetime Care Club membership

will be cancelled automatically and your pet will no longer receive the

associated benefits and discounts.

17. If your Lifetime Care Club membership is cancelled automatically

because of failed direct debits, your account will be reviewed and you

will be charged the full price of any products and services received

during the course of your membership, minus any membership fees

received to date.

18. Ending our agreement / cancelling your membership:

• You may cancel your membership on your anniversary date (which is

the anniversary of the date you joined) by notifying us at least 14 days

prior to your next payment collection date.

• If the Lifetime Care Club membership is cancelled by you during the

annual contract, we will charge you an additional £10+VAT cancellation

fee per animal.

• If you cancel your membership before your anniversary date, we will

review your account and, where applicable, charge you retrospectively

the full price of any products and services received during the course of

your membership, minus any membership fees received to date.

• No credit will be given if the cost of the goods received is less than the

amount already paid by Direct Debit at the time of cancellation.

• Should a cancellation result in a balance owing to Hook Norton

Veterinary Group LLP, an invoice for the balance plus applicable

cancellation fee(s) will be sent to you with payment becoming due

immediately.

• We may end our agreement by giving you written notice as outlined

below.

19. Unpaid bills relating to your membership fees, treatment received or

medicines dispensed will be handled in accordance with our standard

terms and conditions (available on request) and may be referred to a

third-party debt collection agency.

20. Notice:

• With regard to this agreement, either party wishing to give notice to the

other should do so in writing.

• ‘In writing’ includes emails, letters sent by post, or delivered by hand.

• When we write to you by post, we will use the address most recently

provided.

• If you wish to write to us, please use the email address enquiries@

hooknortonvets.co.uk or send letters to Lifetime Care Club

Administration, Hook Norton Veterinary Group LLP, White Hills Surgery,

Sibford Road, Hook Norton, Banbury, OX15 5DG.

21. Should you ever have cause to complain about the service you receive,

please follow the practice’s normal complaints procedure (available on

request).

Additional Terms and Conditions

22. Members must be 18 years old or over.

23. If certain products are specifically requested by a client, which

are not included under the Lifetime Care Club package (although the

treatment type is), these alternative products may attract a surcharge

which will become immediately payable – unless their use is based on

our veterinary advice.

24. All products included in the annual subscription (i.e. vaccinations,

flea and worming treatments) must be taken within the annual payment

period. Products cannot be carried forward into the next year’s annual

subscription period.

25. Payments will be taken by separate monthly Direct Debits for each

pet.

26. New members of the Lifetime Care Club will be asked to pay the first 2

months membership on application by credit/debit card.

27. Hook Norton Veterinary Group LLP reserves the right to change or

update the Terms and Conditions of the Lifetime Care Club (except the

Direct Debit Guarantee).

How we use your information

28. Easy Direct Debits Limited and Hook Norton Veterinary Group LLP will

hold and use your personal data (as defined by UK data protection laws)

for the purpose of administering your preventative healthcare plan.

29. Both Hook Norton Veterinary Group and Easy Direct Debits Ltd may

record and monitor inbound and outbound telephone calls for training

purposes. These calls may also be referred to in relation to any future

queries.

30. We will take all reasonable precautions to ensure the security of your

data. Your data will not be shared with anyone else unless there is a legal

requirement for us to do so.

• You have the right to see your personal data. If you have any queries

about the data we hold, or how we use it, please write to either Hook

Norton Veterinary Group LLP, White Hills Surgery, Sibford Road, Hook

Norton, Banbury, OX15 5DG, or Easy Direct Debits Limited, 99 Holdenhurst

Road, Bournemouth BH8 8DY.

2 0

Easy Direct Debits Limited is a company registered in England and Wales

with company number 09633942 whose registered office is at Ebenezer

House, 5a Poole Road, Bournemouth, BH2 5QJ

Hook Norton Veterinary Group LLP is a limited company registered in

England and Wales with company number OC356808 whose registered

office is at White Hills Surgery, Sibford Road, Hook Norton, Banbury,

Oxfordshire, OX15 5DG.

THE DIRECT DEBIT GUARANTEE

Banks and building societies may not accept Direct Debit Instructions for

some types of account.

• This Guarantee is offered by all banks and building societies that accept

instructions to pay Direct Debits.

• If there are any changes to the amount, date or frequency of your Direct

Debit, Hook Norton Veterinary Group LLP will notify you 10 working days

in advance of your account being debited or as otherwise agreed. If

you request Hook Norton Veterinary Group LLP to collect a payment,

confirmation of the amount and date will be given to you at the time of

the request.

• If an error is made in the payment of your Direct Debit by Hook Norton

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

building society – if you receive a refund you are not entitled to, you must

pay it back when Hook Norton Veterinary Group LLP asks you to.

• You can cancel a Direct Debit at any time by simply contacting your

bank or building society. Written confirmation may be required. Please

also notify Hook Norton Veterinary Group LLP.

NEW CLIENT VOUCHER:

£20 0FF FIRST CONSULTATION OR VACCINATION

TERMS AND CONDITIONS:

• Voucher must be presented by a new client in person at the reception

desk on the same day as their first veterinary consultation to qualify for

money off that consultation fee.

• This offer applies to new clients only (they must not have been registered

at any other clinics previously); any vaccinations, drugs or treatments

will be charged at normal price. This voucher is not redeemable with any

other discount.

• Voucher only redeemable for services provided by Hook Norton

Veterinary Group LLP (HNVG LLP) as part of a veterinary consultation and

does not include services provided by our partners (e.g. rehabilitation;

behavioural assessments; referrals, etc.,); or stock items (e.g. pet

supplies, food, products, etc.,).

• Any unspent balance on the voucher cannot be carried over to future

consultations.

• Voucher not valid in conjunction with other offers or vouchers.

• Voucher is non-refundable or exchangeable for cash or equivalent.

• Voucher limited to 1 per household.

• In a multi-pet household, Voucher may only be redeemed against

treatment of first pet coming in for consultation.

• Vouchers are not redeemable against ‘Prescription Only’ charges.

• Voucher scheme does not apply to referrals made by charities or other

such organisations to Hook Norton Veterinary Group LLP.

• 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

website: www.hooknortonvets.co.uk.

COMPLAINTS & STANDARDS

We hope that you will never feel the need to complain about the

standards of service received from HNVG. However, should you wish to

make a complaint, please contact us in writing either by post at: Hook

Norton Veterinary Group LLP, White Hills Surgery, Sibforfd Road, Hook

Norton, Oxon, OX15 5DG or by email to enquiries@hooknortonvets.

co.uk. We will direct your complaint to the relevant department, and will

aim to acknowledge receipt of your complaint within a period of 14 days

of its receipt and respond fully within 28 days, if practicable. Should you

have an urgent query about the care of your animal, please contact the

Practice Manager on 01608 730085.

VARIATION OF TERMS & CONDITIONS OF BUSINESS

No agent or person employed by, or under contract with the Practice,

has the authority to alter or vary these Terms and Conditions in any way

without the written agreement of at least two of the Directors. HNVG

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.

Hook Norton Veterinary Group is a Limited Liability Partnership of

Veterinary Surgeons. We are committed to protecting and respecting

your privacy. This policy sets out the basis on which any personal data

we collect will be processed by us. Please read it carefully to understand

your rights regarding your personal data. By visiting this website, you are

accepting and consenting to the practices described in this policy.

The data controller is Hook Norton Veterinary Group LLP, White Hills

Surgery, Hook Norton, Oxfordshire, OX15 5DG.

What information do we collect from you?

Information you give us

This is any information that you give us via forms (either filled in at

one of our branches, or via the website), or by phone email or other

correspondence. This information may include personal details,

including name, address(es), phone number(s), email address(es),

animal(s) detail, financial information and bank account information.

Information we collect from your use of our website

Each time you visit our website we will automatically collect the following

information: technical information, such as the internet protocol (IP)

address(es) used to connect your device to the internet; where you

connected; internet service provider & type of device you use.

PRIVACY POLICY

2 1

Google Analytics

We use this to understand how our website is used. All of the data is

anonymous and you can view Google’s Privacy Policy on their website.

Online information forms

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

details and marketing preferences. Please let us know if your information

changes so that we can update our records.

Why do we collect this information?

» To register you and your animal(s) on our Practice Management System

» For internal record keeping and clinical governance.

» To communicate with you in connection with your animal(s) health.

»To record you animal(s) health and treatment history and apply

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).

» To provide you with marketing communications, including information

about goods and services you already receive, and additional goods

and services we offer.

» 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:

» Selected third parties, some of whom we appoint to provide services

including: business partners, subsidiaries and sub-contractors, for the

performance of any contract we enter into with you. Third parties may

include drugs, research & purchasing & marketing companies. If you

would like more specific information, please contact the Data Processing

Officer.

» Analytics and search engine providers that assist us in the improvement

and optimisation of our website.

»Service suppliers who carry out contractual work with you.

» Additionally, we will disclose your personal information if: we sell or buy

any business or assets, in which case we will disclose your personal data

to the prospective seller or buyer; if we are acquired by a third party; if

under duty to disclose your data to comply with legal obligations; to

enforce our terms & conditions or to protect the rights or safety of our

customers.

How long do we hold your information?

We will keep information for a maximum of 7 years after the end of our

relationship with you unless we require the data in relation to a claim, for

legal reasons or are required to remove data from our records.

How is your data stored and kept secure?

We are committed to protecting your personal and financial information.

All electronic information kept by us is on secure servers. All archived

paperwork is kept in a locked room with limited access.

We may transfer your data outside the European Economic Area e.g.

animal transport/export and will only do this on your specific instruction.

What are your rights?

You can exercise your rights at any time by contacting the Data

Protection Officer at Hook Norton Veterinary Group LLP, White Hills

Surgery, Hook Norton, Oxfordshire, OX15 5DG or emailing us at

enquiries@hooknortonvets.co.uk.

You have the right to:

» Ask us not to process your personal data for marketing purposes. We

will inform you before collecting any data if we intend to use it for such

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.

Changes to our Privacy Policy.

This policy may be amended at any time.