Dear Client

Welcome to Wendover Heights Equine. Thank you for choosing our Practice for the veterinary care
of your horses. We are a first opinion Practice providing ambulatory and clinic based Veterinary care
to horses, ponies and donkeys.

How to contact us
Equine Line 01296 621 840
Twenty four hours a day, seven days a week.
Email equine@whvc.co.uk
For non urgent queries and contact
Fax 01296 622112
Facebook www.facebook.com/whvcequine
Please ‘like’ our page to keep up to date with all the Practice news
Website www.whvc.co.uk
Lots of useful information about our practice, services, team and horse care and management

Our business hours
Our Phones lines are open from 8.30am until 6.30pm Monday to Friday and 8.30am until 12.30pm
on Saturdays. At all other times an emergency number is available by dialling the Equine Line
number. The reception at Halton is open from 8.30am – 6.30pm on Monday, Wednesday and Friday,
8.30am until 8pm on Tuesday and Thursday and 8.30am until 12.30pm on a Saturday.

Our Services
Wendover Heights Equine provides ambulatory and clinic based veterinary care for our registered
clients and your horses, ponies and donkeys. We offer all preventative healthcare services including
power float dentistry, routine procedures plus detailed lameness, poor performance and medical
investigations, radiography, ultrasonography, gastroscopy, endoscopy, shockwave therapy, standing
sedation and non emergency surgery under general anaesthetic, castrations, vetting for purchase
examinations, export certification, emergency and in patient services. We also run Free Visit Zone
visits Monday to Thursday. To find out which day covers your yard please see
www.whvc.co.uk/free-visit-zones/

Our Facilities
The practice has a fully equipped Equine Unit for clinic based treatment. We have stables, a
treatment room with stocks, a trot up and lunging area and two paddocks. We also have a knock
down box and theatre for planned procedures under general anaesthetic. If you would like to see
our facilities please see the ‘virtual tour’ on our website.

Emergency Out of Hours Care
Wendover Heights Equine always has an Equine Vet on duty day and night, every day of the year. To
contact the On Call Vet after 6.30pm and before 8.30am on weekdays, after 12.30pm on Saturdays
and all day on a Sunday please call our Equine Line, you will then hear a message giving you the out
of hours number for that day. You will then get through to an out of hours receptionist who will ask
for your details and the nature of the emergency and she will then contact the On Duty Vet on your
behalf. The Vet will then call you back and arrange to visit your horse.

Emergency Referral
Wendover Heights Equine is a first opinion practice therefore any horse requiring emergency
hospitalisation or surgery will be offered referral immediately by the Vet in attendance. It is usual for
our Vets to refer emergency cases to The Royal Veterinary College in Hertfordshire although this will
always be discussed and agreed with the client prior to referral being made.

In Patient Care
Wendover Heights Equine has the facilities to stable up to five horses in the clinic. Qualified and
experienced equine nurses are responsible for the husbandry and nursing care of these horses and
the case Vet is responsible for the Veterinary treatment, this includes hand over to an appropriate
colleague where necessary. There are nurses on site from 7am until 7pm and additional checks are
made during the night as required by the individual case. All horses are checked by a nurse at 10pm.
Any horse found to need additional care or treatment during the night will be seen by the On Call
Vet and the owner will be contacted as soon as practicable.

Non Emergency Referral
Cases requiring referral will be discussed with the owner. There are two excellent referral hospitals
within an hour of the practice and many others further afield. The decision on where to refer a case
to is often dependant on the clinician most suitable for the condition requiring treatment. All our
Vets work very closely with a wide range of equine specialists and surgeons. It may be appropriate
for the specialist or surgeon to see your horse at our clinic.

Second Opinions
Wendover Heights Equine is happy to offer second opinions to unregistered clients. It is professional
courtesy that the original Vet is contacted and informed of the second opinion and that all relevant
clinical history and any imaging is made available to us.
In the case of our client requesting a second opinion from another practice we will fully comply with
providing clinical history and images. Often it is in the best interests of the horse that the Vets from
both practices converse verbally about the case.

GDPR and your Personal Data
Wendover Heights Equine abides at all times by the GDPR legislation of 25th May 2018. For more
information about how we store and process your data please see our Privacy Policy.
www.whvc.co.uk/privacy-policy/

Access to and ownership of clinical and financial records
Registered clients of Wendover Heights Equine are entitled to request access to clinical and financial
records, including imagery held for horses registered in that clients name. For avoidance of doubt
Wendover Heights Equine would prefer these requests via email.
Permission from a registered client for disclosure of clinical records to a third party is always
requested in writing to the Equine Coordinator. Please allow twenty four hours for requests to be
completed, unless it is an emergency.
In the case of a referral the treating Vet will share the clinical history with the referral Veterinary
Practice, specific permission to share history in this circumstance will not usually be requested from
the client.

Fees and charging structure
Wendover Heights Equine is committed to fair and reasonable charges for all clinical work
undertaken. Clients can request specific fee information in advance of a booking or visit. Written
estimates are provided upon request. It is always the aim of the Vet to ensure that the client is kept
up to date with fees for ongoing cases. In emergency cases Vets will discuss probable fees for
treatment although by the very nature of emergency treatment this may be difficult to accurately
estimate.

Equine Insurance Claims
If your horse is insured and you would like to make a claim for Vets fees please complete a claim
form as soon as possible and forward it to us to complete the Vet section. This should be done on
receipt of your first invoice for work relating to the claim if not before. All clients making an
insurance claim will receive a Client Insurance Claims Information Letter which explains the process.
We charge a small administration fee for completing insurance forms unless the client has paid in
full at the time of completion.

We strongly recommend that you insure your horse.

Invoices and payments
Invoices are generated twice a month and sent via email or post; payment is expected on receipt of
invoice. For insured cases specific agreement must be obtained from the Equine Coordinator or the
Accounts Department for a direct claim. Please see our Client Insurance Claims Information letter
for more details.

If you are struggling to pay your invoice please contact us immediately. We may be able offer a
payment plan over a maximum period of three months.

Non payment of invoices
If invoices are not paid and the client has not contacted us to agree a payment plan then debt
recovery action will be taken. Wendover Heights Equine always aims to take particular
circumstances into account, such as large, unexpected emergency treatment invoices. We can only
do this however if the client makes instalment payments as agreed and keeps in touch. Client
exclusion is a last resort but to be fair to all our clients the practice cannot support long outstanding
client debts.

The Practice may inform you that non emergency work will not be done until the outstanding
balance is cleared. The practice may ask you for payment on the day for future planned visits.

We will always attend a horse in a genuine emergency regardless of the clients account status.

If you would like any further information about the Practice or our services please do get in touch.
We will look forward to meeting you and your horses.

Kind regards
Rachel Jones, Equine Coordinator and the Equine Team