Klinika dla Małych Zwierząt Wąsiatycz Organization of the Clinic's Work

REGULATIONS
FOR THE PROVISION OF VETERINARY SERVICES
BY ANIMAL TREATMENT FACILITIES
AT KSIĘCIA MIESZKA I 18 ST., POZNAŃ

§ 1.
[GENERAL INFORMATION]

These Regulations define the rules for using veterinary services provided by Wąsiatycz Small Animal Clinic (Klinika Dla Małych Zwierząt Wąsiatycz sp. z o.o.) based in Poznań at Księcia Mieszka I 18 Street.

§ 2.
[DEFINITIONS AND CONCEPTS]

The definitions and concepts used in the Regulations mean:

1. Wąsiatycz Small Animal Clinic (Klinika Dla Małych Zwierząt Wąsiatycz sp. z o.o.) (ZLdZ) – treatment facilities with the status of a veterinary clinic and a veterinary surgery (within the meaning of the Act of December 18, 2003 on animal treatment facilities), engaged in the prevention, diagnostics, treatment, and rehabilitation of domestic animals.

2. Regulations for the Provision of Veterinary Services (RŚUW) – these Regulations for the Provision of Veterinary Services at Wąsiatycz Small Animal Clinic (Klinika Dla Małych Zwierząt Wąsiatycz sp. z o.o.) together with all subsequent amendments and appendices.

3. Reception – the service point for Animal Holders using the services of the ZLdZ.

4. Price List of services – constitutes Appendix No. 1 to the Regulations for the Provision of Veterinary Services and is available for inspection at the Reception.

5. Animal Holder – a natural person, a legal person, or an organizational unit without legal personality in possession of an animal, also temporarily.

6. Veterinary service – an action aimed at preserving, saving, or improving the health of animals.

7. Visit – an appointment during which an Animal Holder and their animal are seen by a veterinarian at the ZLdZ. During a visit, the following veterinary services may be performed: medical interview, clinical examination of the animal (examination of the animal's health status), diagnosis or suspicion of a disease, indications for additional tests, issuance of recommendations regarding the further treatment process of the animal or the method of its care, administration of medications, medical–veterinary procedures, observation of the animal, care of the animal, providing advice and consultations, preparation of opinions and certificates. The scope of the visit is suggested by the doctor, taking into account the protection of public health and the environment, as well as the welfare of the animal.

§ 3.
[ORGANIZATION OF ZLdZ
BASIS FOR THE PERFORMANCE OF VETERINARY SERVICES]

1. ZLdZ are established for the purpose of providing services in the field of veterinary medicine on the basis of the Act of December 18, 2003 on animal treatment facilities (Journal of Laws (Dz. U.) of January 27, 2004). ZLdZ provide their services in a 24–hour system.

2. At the facility at Księcia Mieszka I 18 St. in Poznań, the following operate:

a/. Outpatient Treatment Department providing 24-hour veterinary visits, diagnostic tests, minor therapeutic procedures;
b/. Inpatient Treatment Department providing 24-hour observation and treatment of animals;
c/. Operating Block;
d/. Animal Rehabilitation and Obesity Treatment Department;
e/. Diagnostic imaging laboratories: X-ray, Ultrasound, CT;
f/. PUPIL Store offering specialized food, vitamins, and other animal care products.

3. ZLdZ are managed by the owners through the director and duty doctors.

4. ZLdZ provide veterinary services in the scope of:

a/. examining the health status of animals;
b/. diagnosing, preventing, and combating animal diseases;
c/. treating animals;
d/. providing advice and consultations;
e/. animal care;
f/. issuing opinions and certificates;
g/. performing laboratory tests and other diagnostic tests.

5. ZLdZ do not provide services outside their headquarters.

6. ZLdZ do not mediate in the sale of animals, matching for breeding, or adoption.

7. Image and sound recording devices are installed in and around the ZLdZ.

8. The road code regulations apply to the parking lot adjacent to the ZLdZ.

9. There is an absolute ban on smoking tobacco, consuming alcoholic beverages, and other intoxicants in the ZLdZ and on the adjacent territory.

§ 4.
[EXECUTION OF THE VETERINARY SERVICE]

1. Visit registration at the Reception is mandatory at the ZLdZ.

2. Animal Holders are admitted according to the order of registered visits. Exceptions are patients previously scheduled for a specific date and time and those in a state of direct life-threatening danger.

3. The use of veterinary services provided by ZLdZ is paid according to the rules and regulations indicated in § 7 entitled "Price List of services" of these Regulations. ZLdZ do not accept returns of previously issued medications and medical materials.

4. Acceptance for the performance of a veterinary service, and thus the obligations of the ZLdZ, arise after the registration entry is made in the IT system by a Reception employee.

5. Upon registration of a visit, it is assumed that the Animal Holder has read the RŚUW document available for inspection at the ZLdZ Reception and on the website www.klinwet.pl.

6. ZLdZ reserve the right to refuse to provide a veterinary service in a situation where:

a/. there is a presumption that the Animal Holder is under the influence of alcohol or other intoxicants or behaves vulgarly or aggressively;
b/. the animal covered by the service is aggressive, not controlled by the Animal Holder, is not properly secured (in particular, does not have a muzzle or a collar), thereby creating a direct danger to the surroundings and preventing the correct and safe performance of diagnostic and therapeutic activities.
c/. the owner has not settled payments for previous treatment.
d/. the owner is late for the scheduled visit time.

7. The scheduled visit time may change.

8. In the case of registering a visit before 10:00 PM and the visit taking place, for reasons beyond the control of the ZLdZ, during the night shift, the price list valid from 10:00 PM – 8:00 AM applies.

9. Subject to point 6, a refusal to provide a veterinary service may occur only if there is no fear that the refusal or discontinuation of veterinary services may cause direct danger to the life of the animal.

10. In case of refusal to perform a veterinary service, the ZLdZ employee is obliged to provide the address details of the nearest animal treatment facility.

11. The scope and cost of a given veterinary service are determined in each case by the veterinarian with the consent of the Animal Holder.

12. The Animal Holder has the right to give or refuse consent to the provision of specific veterinary services after obtaining appropriate information.

13. Acceptance of an animal to the inpatient treatment department, or the performance of indicated procedures, is dependent on the written consent of the Animal Holder (App. No. 2, Animal Admission/Release Form).

§ 5.
[RIGHTS AND OBLIGATIONS OF THE ANIMAL HOLDER]

1. While using veterinary services at the ZLdZ, the Animal Holder has the right to:

a/. the provision of veterinary services by personnel with appropriate qualifications, in accordance with the requirements of knowledge in the field of veterinary medicine;
b/. information about the health status of the animal;
c/. expressing consent for the provision of veterinary services or their refusal, after obtaining information about the proposed diagnostic and therapeutic methods and the price of the services provided;
d/. submitting their reservations and comments to the attending physician, and in a situation of not obtaining satisfactory information or in particularly important situations, directly to the management of the ZLdZ. The submission addressed to the ZLdZ management should be in writing. ZLdZ are obliged to provide a written response within 30 days from the day of receiving the letter.

2. The obligations of the Animal Holder include:

a/. compliance with the provisions of these Regulations for the provision of veterinary services;
b/. compliance with the ban on smoking tobacco, consuming alcohol and other intoxicants on the territory of the ZLdZ;
c/. respecting the dignity and polite treatment of the ZLdZ personnel;
d/. possession of valid documents authorizing the Animal Holder to present the animal for treatment;
e/. compliance with safety rules;
f/. providing the ZLdZ personnel, in particular the veterinarian, with comprehensive information about the health status of the animal, especially about previous illnesses and procedures, the process of previous treatment, and the medications, medical products, and other pharmacological agents used on the animal.

3. An Animal Holder who considers that their rights have been violated during the use of Veterinary services has the right to file a written complaint to the management of the ZLdZ. A complaint is accepted only from the owner of the animal to which the complaint relates (the person registered in the Klinika XP system) in written form (by mail to the Clinic's address or e-mail to lp.tewnilkejcamalker).

4. ZLdZ have the right to refuse to provide veterinary services to an Animal Holder who violates the provisions specified in these Regulations.

5. The owner of the animal is obliged to pick up accessories such as a carrier, leash, muzzle, etc., within 4 weeks from the date of the patient's discharge from the Inpatient Care Unit - after this period, the aforementioned items will be donated to shelters.

6. The owner of the animal is obliged to pick up the animal from the Clinic within 7 days under penalty of considering that abandonment of the animal has occurred. In such a case, pursuant to the provisions of Art. 9a of the Act of August 21, 1997 on animal protection (consolidated text Journal of Laws (Dz. U.) of 2017, item 1840 as amended), the Clinic will notify the nearest animal shelter, municipal guard, or police. The above does not exclude the owner's obligation to settle the costs of keeping the animal by the Clinic.

7. The Clinic uses a system for confirming cardiology and orthopedic visits - the reception calls the owner to confirm the visit two days before its date; after an unsuccessful connection attempt, it sends an SMS message on that day – in the absence of a response from the animal holder by 10:00 PM on that day, the appointment is cancelled.

§ 6.
[PRINCIPLES FOR PROVIDING DOCUMENTATION
FOR THE PROVISION OF VETERINARY SERVICES]

1. Each performed veterinary service is documented in the animal treatment book kept in electronic form, recorded and stored on computer data carriers in the form of an electronic record that prevents editing and changing the stored data and ensures the possibility of viewing and printing them.

2. Medical-veterinary documentation and records of animal treatment are the property of the ZLdZ.

3. ZLdZ transfer documentation of the provision of veterinary services to the Animal Holder as well as to entities entitled to access documentation under relevant legal provisions.

4. Documentation of the provision of veterinary services is made available by preparing extracts, transcripts, or copies thereof.

5. Medical-veterinary documentation is archived and stored at the ZLdZ for a period of 3 years.

6. Types of medical-veterinary documents issued at the ZLdZ:

a/. Visit information card – a document being a printout from the Animal Treatment Book;
b/. Treatment history – describes the treatment process over a specific period;
c/. Case history – describes the treatment process of a given disease unit;
d/. Specialized examination (orthopedic, cardiological, dermatological, neurological, and others) – describes the course of the specialized examination, indicates the diagnosis, and proposes the direction for further therapeutic action;
e/. Death certificate – certification of the animal's death;
f/. Procedure description – describes a given procedure with post-operative indications.

7. One-time transfer of documentation referred to in § 6 point 6, up to 6 months back, is free of charge. Issuing a duplicate or a description of a visit more than 6 months from the date of the examination is paid in accordance with the Price List of Services.

8. Documentation of the provision of medical-veterinary services in the form of a "Visit Information Card" is issued at the request of the Animal Holder by the veterinarian during the visit.

9. Documentation of the provision of medical-veterinary services referred to in § 6 point 6 lit a – f, is issued by the ZLdZ within 14 business days.

§ 7.
[PRICE LIST OF SERVICES]

1. ZLdZ provide their services for payment according to the current, generally available Price List.

2. It is assumed that the Animal Holder has read and accepted the Price List before ordering a veterinary service.

3. During the registration of a visit, the Animal Holder may obtain information from the Reception employee or the admitting doctor about the estimated price of the service provided. If the estimated price of the service is exceeded, the consent of the Animal Holder is required each time.

4. Payment for veterinary services provided is made in cash or non-cash form (payment cards, Blik) immediately after the service is performed on the basis of a fiscal receipt or VAT invoice. Payment by bank transfer is possible after obtaining the consent of the facility Director.

5. In the case of surgical procedures or inpatient treatment, ZLdZ may make the performance of a veterinary service dependent on the payment of 50% of the estimated price specified in App. No. 2 Animal Admission/Release Form.

6. All post-operative check-ups are additionally paid.

7. To issue a VAT invoice, the Animal Holder must present an ID card or other identity document containing a PESEL number. The Animal Holder accepts that in such a situation, in the case of delay in payment exceeding 7 days, ZLdZ will commission the collection of the unpaid amount, and the debtor will be charged, in addition to court costs and interest, an additional cost of PLN 200 for each unpaid invoice for flat-rate legal service costs. The payment date indicated on the VAT invoice is the date of receipt in the ZLdZ bank account. In the case of debt collection, personal data will be processed by an external entity.

8. The Animal Holder may not withhold payment or make deductions from the price of the performed service without the written consent of the ZLdZ, even if they have filed a complaint regarding the performed service or the calculation of its performance price.

9. Wąsiatycz Small Animal Clinic (Klinika Dla Małych Zwierząt Wąsiatycz sp. z o.o.) collects prepayments for surgical procedures in the amount of:

a) In the case of operations whose cost is specified as a fixed amount – 80% of the total price
b) In the case of an operation whose cost is specified by price brackets – the lowest price of the procedure

§ 8.
[LIABILITY OF ZLdZ]

1. ZLdZ undertake to provide services in accordance with the best veterinary knowledge and due diligence, using the equipment they possess for this purpose.

2. The liability of ZLdZ will arise on the basis of fault in the event of medical malpractice.

3. In the event of recognizing liability for damages, ZLdZ will be liable for properly documented and calculated damages in the loss adjustment proceedings, on the basis of a separate agreement or a final court judgment.

4. Veterinarians providing services at the ZLdZ bear civil liability in the scope of their professional practice and possess appropriate insurance.

5. ZLdZ are not liable for damages caused by the fault of the Animal Holder.

6. ZLdZ are not liable for the property of Animal Holders left on the territory of the ZLdZ, as well as for possible damage to property and thefts in the parking lot.

7. ZLdZ do not bear responsibility for any damages, injuries, or disorders related to the provided veterinary services, caused by the fault of the Animal Holder, force majeure, or as a result of the Animal Holder concealing comprehensive information about the health status of the animal indicated in § 5 point 2, lit. f, the existence of contraindications and other circumstances that constitute a contraindication and were not known to the ZLdZ personnel.

8. The Animal Holder bears financial responsibility for any damage caused on the territory of the ZLdZ through their fault or by the animal under their care.

§ 9.
[PERSONAL DATA PROTECTION]

In accordance with Art. 13 of the general data protection regulation of April 27, 2016 (OJ EU L 119 of 04.05.2016), the Clinic informs that:

1. The controller of your personal data is Wąsiatycz Small Animal Clinic (Klinika Dla Małych Zwierząt Wąsiatycz sp. z o.o.), Księcia Mieszka I 18 St., 61-689 Poznań.

2. Your personal data will be processed for the purpose of using veterinary services - on the basis of Art. 6 para. 1 lit. b of the general data protection regulation of April 27, 2016.

3. The recipients of your personal data will be only entities entitled to obtain personal data on the basis of legal provisions and entities involved in the provision of services.

4. Your personal data will be stored for a period consistent with the Act on Animal Treatment Facilities, the Pharmaceutical Law Act, and Tax Acts (including the Tax Ordinance, VAT Act).

5. You have the right to request access to personal data from the controller, the right to rectify, delete, or limit processing, and the right to data portability.

6. You have the right to lodge a complaint with a supervisory authority.

7. Providing personal data is voluntary; however, refusal to provide data may result in refusal to provide the service/contract.

§ 10.
[FINAL PROVISIONS]

1. As the Court competent for resolving any disputes, the Parties indicate the Court in Poznań.

2. The Animal Holder may file a complaint with the Professional Liability Ombudsman for Veterinarians of the Wielkopolska Medical-Veterinary Chamber based in Poznań (60-175) at ul. Nagietkowa 4.

3. As the address for delivery of all letters directed to the Animal Holder, the address provided at the Reception during registration is assumed.

4. In resolving any disputes, the following will apply accordingly:

a/. Code of Ethics for Veterinarians;
b/. Act on the profession of veterinarian;
c/. provisions of the Civil Code (Art. 734 and subsequent).

5. ZLdZ employees show understanding for the emotional behavior of Animal Holders caused by the suffering of their animals and the difficult-to-define prognosis of treatment in life-threatening situations. This does not, however, mean tolerance for aggressive and offensive behavior. ZLdZ premises are monitored, and ZLdZ reserve the right to intervention by security personnel or other forms of protection provided by law, in justified cases.

6. ZLdZ collect and process the personal data of their clients for its own purposes in accordance with the provisions of the Act of August 29, 1997 on the protection of personal data (Journal of Laws (Dz. U.) 2002, No. 101, item 926 as amended). Personal data are necessary for keeping medical records. Refusal to provide them by the Animal Holder is equivalent to resigning from our services.

7. The Animal Holder has the right to demand the completion, updating, rectification of personal data, temporary or permanent suspension of their processing, or their deletion if they are incomplete, outdated, untrue, or have been collected in violation of the law or are no longer necessary to achieve the purpose for which they were collected, and also has the right to submit a written request to cease processing their personal data.

8. The Regulations for the Provision of Veterinary Services are published on the ZLdZ website: www.klinwet.pl, on the information board on the ZLdZ territory in electronic form, and are also available for inspection at the Reception.

9. ZLdZ reserve the right to change the Regulations and Price Lists at any time.

10. The Regulations for the Provision of Veterinary Services enter into force on the day the RŚUW is made public as in point 8.

11. Providing personal data is equivalent to reading and accepting the ZLdZ regulations.

Poznań, July 10, 2024.