028 38 352640
Greenmount Veterinary Clinic
TERMS OF BUSINESS
All consultations, treatments and surgery must be paid for at the time unless specifically agreed with a partner in advance in which case payment will be due no later than 30 days. Any legal costs or fees incurred in pursuing an outstanding balance will be due to be paid in addition to the original transaction value. Payments may be made by cash or debit/ credit cards. Cheques are accepted only up to the value of the cheque guarantee card. If you are experiencing financial difficulties please speak to your vet in advance.
Detailed estimates are available in advance on request for all surgical, medical or investigation procedures and we are pleased to discuss costs with you so you may make the best decisions for your pet’s medical treatment. Please ask to speak to your vet.
Prescriptions are available from this practice. You may obtain Prescription Only Medicines, Category V, (POM-Vs) from your veterinary surgeon or ask for a prescription and obtain these medicines from another veterinary surgeon or a
pharmacy. Your veterinary surgeon may prescribe POM-Vs only for animals under their care. A prescription may not be appropriate if your animal is an in-patient or immediate treatment is necessary. You will be informed, on request, of the price of any medicine that may be dispensed for your animal. The general policy of this practice is to re-assess an animal requiring repeat prescriptions every 3-6 months, but this may vary with individual circumstances. The standard charge for a re-examination is £18. Further information on the prices of medicines is available on request.
This practice strongly recommends pet insurance for Veterinary fees as this may help your pet receive the best possible care and treatments available without the concerns of financial constraints.
Appointments are available Monday- Friday 6-7pm to avoid a long wait during open clinics. Appointments may also be requested to see a particular veterinary surgeon or to obtain another opinion on a case. Appointments may also be made online at or
SOP for clinical and client records
Data Protection Policy- How we handle client personal data
Data Retention Policy
Updated October 2018
Please refer to documents ‘GDPR and what it means for Veterinary Practice’ and ‘3 routes towards GDPR compliance for Vets,’ General Data Protection Regulation (GDPR) checklist for veterinary practices -BVA workplace guidance | March 2018 and the RCVS document: 13- Clinical and client records- June 2018 for additional information and guidance. Copies of these documents are available within the practice.
Staff contracts of employment, if applicable, provide further guidance for staff within the confidentiality clause, as to how we manage data.
Personal information under GDPR constitutes: Anything that can be used to identify a living human individual. This is the basic of all information. For example, things such as name, address, email address, telephone number, date of birth and IP address are all personal information. There is a comprehensive list on the ICO website. GDRP does not involve data relating to an animal e.g. description, clinical history, images of animals, including photographs of the external anatomy or internal anatomy, lesions or surgical sites, radiographic, ultrasonographic or endoscopic images. Data relating to animals is additionally covered by our confidentiality clause.
Sensitive or special category personal information under GDPR constitutes information such as race, ethnic origin, politics, religion, trade union membership, genetics, biometrics (where used for ID purposes), health, sex life or sexual orientation. Sensitive or special category client personal information is not stored by the practice.
The purpose of holding client personal data is to contact clients in relation to their pet’s health, vaccination appointments, invoicing and insurance documents or at the request of a client for a telephone call back.
The personal information that the practice collects has been audited and documented to include: Clients name, address, telephone number and email address.
You may request the erasure of your data or notify the practice of your wish to withdraw consent to process your data. See below (B) for more information.
The legal basis for holding this data/ information is:
A) Client consent initially as this information is initially freely given by the client. Unless in the event of (B) client data will be retained throughout the known lifetime of the pet and for a period of at least 7 years after the last consultation.
B) In the event of a client stating that they no longer consent to holding these contact details or following a request for erasure of personal data, consideration must be made as to the need for retention of all or some of the data. The data should legally be retained for reasons of business purposes in the event of an outstanding account balance, business purposes for 7 years following the last consultation for insurance and clinical record keeping purposes. Records should not be destroyed or deleted if client consent is withdrawn or a request is made for erasure, stating business purposes as the legal reason for retention. A record will be made on the client record that client consent is withdrawn and enter NR in the client status to cease reminder contact. Enter NC (no consent) in the client status and annually review NC status clients and anonymise the data after 7 years from the last consultation, without deleting the clinical animal record file.
Within our electronic password protected database, which only staff can access, we do not store client’s financial card details. The software company who provide service to our Practice is General Data Protection Regulations (GDPR) compliant.
When using practice customer database, access is restricted by the use of passwords. Passwords are protected and not shared with non staff personnel. Restrictions are in place to limit access to databases and client data.
The personal information that is held should be accurate and up to date. Client data is checked regularly on client contact that the name, address and phone number are accurate. Please let the practice office manager know if any personal name address or contact details require updating or correcting.
You may request copies of the name, address and contact details and personal data we hold for you. We endeavour to provide this information within 1 month of request and without charge. Data requests should be addressed to the office manager and completed by the office manager or a senior member of staff. If you have any complaints on how your data is handled please bring this to the attention of the office manager and we will endeavour to discuss this with you and resolve the complaint where possible. Please request a copy of our complaints procedure. Following this you may exercise your right to lodge a complaint with the Information Commissioners Office.
You may request copies of your pet’s clinical records along with your person data to be sent to a referral practice or to another veterinary clinic.
Clients are not texted or telephoned for marketing purposes. Appointment reminders such as vaccination reminders are for non marketing purposes, with the purpose given as for the health and welfare of the client’s pets. This purpose does not require consent for reminder appointments to be sent by post or text. There is a system in place to stop sending postal and text reminders if a client request us to do so. This is achieved by entering NR (no reminder) in the client status column. Please let the office manager know if you wish to cease receiving reminders for vaccination appointments.
Consent to text clients for vaccine reminders is obtained at the time of vaccination and clients are advised that we will endeavour to send reminders annually for vaccination. Please let the office manager know if you wish to cease receiving reminders for vaccination appointments.
Staff do not use laptops or mobile devices to access client personal data.
There are a limited number of occasions when it may be necessary to transmit a client’s data to a third party.
Transferring data to a third party in most occasions occur when an owner has given consent. Examples include:
1.1 Referral of a patient to a referral practice.
1.2 Request to send or retrieving clinical records to or from another Practice by an owner.
1.3 Submission of client records and clinical records to an insurance company for an insurance claim.
1.4 Vaccine reminder data such as client’s name, address and contact number for mailing purposes.
1.5 Pet microchip company- Identibase. Client name, address, contact number and email.
1.6 Client and account data to a debt collection agency for business purposes. This purpose does not require client consent.
1.7 Client and pet data to law enforcement for animal welfare reasons. This purpose does not require client consent.
Any concerns regarding a potential data breach should be brought to the attention of the practice manager or office manager immediately.
Procedure if a client exercises rights under GDPR or makes a subject access request:
Staff member to notify the practice office manager of the request immediately. Practice office manager to reply with requested material within 1 month. Where appropriate following request for clinical record, respond by post or email to client or requested veterinary clinic. Upon request by client, as appropriate, record as NR or NC. Follow guidelines under (B) above as appropriate.
Our Complaints procedure & how we address a complaint
What is a complaint?
Dos and don’ts of listening a complaint
What to do next
Investigating the problem
Responding in writing
What is a complaint?
A client can be anything from a query over a bill, to a serious accusation of misconduct or incompetence against staff. It is how the issue is dealt with, that determines whether the complaint becomes something more serious which can affect practice/staff reputation.
A complaint can be expressed in a number of ways:
A verbal comment from a client
A letter from a client
A letter on behalf of the client ( from RCVS or the clients solicitor)
It is important to remember that whoever received the complaint is the clients first point of contact, and quite often the complaint can be resolved at this point if handled correctly.
Dos and Don’ts of listening a complaint.
When receiving a complaint by telephone, remember the following points:
Take the client into another room, or transfer the call to a quiet area.
Ask the client to explain the issue in full, and from the beginning.
Do not interrupt the client until they have finished
Take notes throughout the phone call or make notes immediately after the client has left.
Summarise for the client what you feel their issue is.
Once you have listened to the client, express your regret that they are dissatisfied.
Be sincere and confident in your response. Making the client feel heard and understood does not mean you are accepting liability.
Do not make an apology on behalf of someone else.
Speak clearly and focus on the relevant points.
If the client does not seem satisfied by the end of the conversation, or does not feel their point has been understood, ask them to express their complaint in writing.
Before ending the phone call, reassure the client that the matter will be dealt with promptly.
Never blame other members of staff.
Be sure to explain any veterinary terms/jargon.
What to do next?
Make discrete, but detailed notes with regards to the complaint.
If the client has not been satisfied with your initial apology/explanation, offer them a complaints leaflet.
Explain to the client who will be dealing with the problem and who will be getting back to them.
Investigating the problem
If the client has made you aware of having dealt with a particular member of staff, and you feel there merely has been a misunderstanding, inform this staff member immediately.
If you feel the complaint is of a more serious nature, or the client is directing their complaint towards a particular staff member, bring this to the attention of senior staff members immediately and before anyone else.
Agree a plan with your colleagues as to who will deal with this case, and who will get back to the client.
Be sure to record the complaint made within the complaints booklet, as well as briefly on their account.
Responding by letter
When a written complaint is received, an immediate letter of response should be sent, acknowledging the clients complaint, and notifying them that it is being dealt with.
A full written response should follow as soon as possible.
Within the letter you must remember the following:
Refer to the last letter sent/received.
Provide the name and title of the person now responsible for dealing with the complaint.
Express regret that there has been inconvenience and upset caused.
Answer/address all points made by the owner and give a full explanation of the facts and background to the issue.
Clarify any action which is to be taken.
Finish the letter by apologising once again and welcoming the client back to the surgery.
Before you send the letter, make sure any staff involved are familiar with what you have written.
There is a client feedback guide located in the waiting room area of the practice to make clients aware of the ability to leave a message/complaint with regards to their recent visit.
Should they want to submit a feedback form, they are included in the complaints brochure and available from reception.
Do you wish to be contacted with regards to the feedback given?
Making the most of our service
We encourage our clients to let us know how we are doing, and welcome any feedback you would like to provide.
We want to know what is important to you and how you feel we can improve our service.
We hope your visit here at the clinic has been pleasant, however if you have encountered any problems, please make us aware of this also.
Ask at reception for a feedback form.
Overnight Care information for pet owners
At Greenmount vets we have our own 24 hour emergency service,
staffed by our own vets & nurses.
If your pet needs to stay in with us overnight the vet who has been
dealing with your pet during the day will pass on all the relevant details to the duty vet.
The vet dealing with your pet will decide how often during the night your
pet needs to be checked by the duty vet.
The frequency of checks will depend on your pet’s condition &
individual requirements (fluid therapy, need for pain relief injections etc).
Whilst the duty vet will visit the surgery and check your pet as often as they feel necessary, there is no vet continuously on the premises overnight. If the vet on duty feels that your pet requires continuous observation this may be arranged by referral to a vet hospital in Belfast. If you wish this service to be arranged please request this with the vet who is dealing with your pets’ case.
If there is any significant change in your pets condition the on call vet will contact you.
Copyright © All rights reserved. Greenmount Vets
Greenmount Vets & Referrals
72 Gilford Road,
Portadown, Co Armagh,
Tel: 028 38 358525/352640
Directors:- Mr Ewing G. Walker B.V.M.&S. Cert SAS M.R.C.V.S.
Mr Neil R. Walmlsley M.V.B. M.R.C.V.S
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