Welcome to Mersey Vets. By registering your pet with us or using our services, you agree to the following terms and conditions: 

1. Surgery Opening Times 

Our practice is open at the following times: 

• Monday – Friday: 9:00am – 6:00pm 

• Saturday – Mobile Service (pre booked appointments only) 

• Sunday & Bank Holidays: Closed  

• We may change our normal business hours from time to time.  

(Please check our website or social media for updates to opening hours.) 

2. Consulting Hours 

• Routine consultations operate during our normal opening hours. All appointments must be pre booked, please contact the practice to make an appointment.  

• Emergency and out-of-hours care are provided by our designated emergency service (see section 3). 

3. Fees and Charging Structures 

• A price list for routine procedures is available at reception on request. 

• For non-routine procedures, a consultation with a veterinary surgeon is required before we can provide an accurate estimate of costs. 

• All fees must be paid at the time of treatment or upon collection of your pet. 

• We accept payment by cash, debit, or credit card. 

• Written estimates are available for all procedures and treatments, though the final bill may vary if complications arise or additional treatment is required. 

4. Out-of-Hours Emergency Service 

• Our designated out of hours provider is: My Pets Vets (MPV) 

• My Pets Vets, Moss Industrial Estate, Walter Leigh Way, Leigh WN7 3GP 

• Full details, including directions and contact information, are available from reception and on our out-of-hours telephone message. 

5. In-Patient Care 

• Patients admitted to the practice will be cared for by our veterinary and nursing team during opening hours. 

• Mersey Vets does not provide on-site overnight care for in-patients. 

• Any in-patient requiring monitoring or treatment outside of our opening hours will be transferred to My Pets Vets (MPV) in Leigh, our designated out-of-hours care provider. 

• My Pets Vets, Moss Industrial Estate, Walter Leigh Way, Leigh WN7 3GP 

• Mersey Vets does not provide transport to MPV. It is the owner’s responsibility to arrange safe transport of their pet.  

• If a transfer to MPV is required:  

• A verbal handover to the MPV clinical team will take place by the vet.  

• A written clinical history will be printed or sent electronically to MPV.  

• Copies of relevant diagnostics (e.g. bloods, imaging reports) must be sent via email to MPV.  

• A cost estimate should be gained from MPV.  

• When the vet confirms the patient is stable for transfer and all relevant information has been sent across to MPV, the patient can be discharged from Mersey vets and transferred to MPV.  

• Once transferred, the overnight care provider (MPV) assumes full clinical responsibility for the patient until: 

• The patient is discharged 

• Or transferred back to Mersey Vets for ongoing day-time care 

6. Second Opinions and Referrals 

• Clients are entitled to request a second opinion from another veterinary surgeon at any time. 

• A list of Mersey Vets’ preferred referral practices can be provided on request.  

• Where specialist care is required, we may recommend referral to an external veterinary specialist or hospital. 

• The Mersey Vets team will complete all required referral forms and full clinical history, and relevant records will be shared with the chosen veterinary professional to facilitate ongoing care. 

• The client will be provided with referral contact details, directions, appointment time, and any instructions. 

• Mersey Vets will maintain contact with the referral centre to receive updates and final reports. This is to ensure appropriate aftercare and monitoring upon the patient’s return to practice.  

7. Client Data and Confidentiality 

• We are committed to protecting your privacy. All client and patient records are held in accordance with the Data Protection Act 2018 and GDPR regulations. 

• Your personal information will only be used for managing your pet’s healthcare, contacting you about appointments, reminders, and billing, and for legal or regulatory compliance. 

• We will not share your data with third parties without your consent, except where required by law or when referring your pet for specialist treatment. 

8. Complaints Handling Policy 

• We aim to provide the highest standard of veterinary care and client service. If a client feels dissatisfied, we welcome the opportunity to address concerns promptly, fairly, and sensitively. 

1. Informal resolution (Stage 1) 

• Concerns raised verbally at the time of the incident will be listened to and, if possible, resolved immediately by the staff member involved. 

• If the client remains dissatisfied, or wishes to make a formal complaint, they will be directed to the Business Manager. 

2. Formal complaint (Stage 2) 

• Complaints should be submitted in writing via email. 

• Complaints will be acknowledged within 5 working days and aim to provide a full written response within 20 working days. If more time is required (e.g., awaiting clinical records or staff input), the client will be updated in writing with reasons and a revised timescale. 

• The complaint will then be investigated by the Practice Partners, with input from relevant staff.  

• A full written response will be provided once the investigation is complete. 

3. Escalation (Stage 3) 

• If you remain dissatisfied, you may escalate the complaint to the Royal College of Veterinary Surgeons (RCVS). 

9. Disabled Access to the Practice  

• We aim to ensure all clients, including those with additional access needs, can easily and comfortably access reception facilities at Mersey Vets.  

• If you have specific accessibility needs, please contact us in advance so we can make appropriate arrangements to support your visit. 

• A portable disability ramp is available for the front entrance to the practice. 
• Inside the premises is situated on one level, ensuring smooth and step-free access throughout the building.  

10. Privacy Policy

• To view our privacy policy, please click here.