NHS - Veterinary Poisons Information Service >FAQs

Membership/ subscription costs
Q1.1 Does the VPIS still offer annual contracts?
The VPIS has a number of high volume users on annual contracts and is looking to offer some new standard contracts for lower volume users; please contact us on vpis@gstt.nhs.uk for further information. Click to go back to top or back to payment.

Q1.2 How much does it cost to become a member of the VPIS?

VPIS membership is included with the purchase of your first subscription package. If your practice is part of a group, then only one subscription package needs to be purchased to cover membership for all associated practices. A minimum of 2 case credits is required for initial subscription; thereafter you can maintain your membership if you always have one or more case credits in your account.

Each credit purchased is worth one case enquiry to the VPIS, unless you call outside of normal office hours (8.00am-7.59pm Mon-Fri excluding bank holidays) when 2 case credits will be charged. After you have made an enquiry, the credits will be deducted from your account. A "case" means an enquiry (or series of related enquiries) from you in relation to a single incident of poisoning (or suspected poisoning) in one or more animals. Enquiries regarding the same animal(s) and the same exposure will not cost any additional credits or charge. Prospective enquiries regarding poisoning (i.e. where there has not been an exposure) will be charged.

VPIS members may opt for a ‘recurring transaction’ (i.e. auto top up) which gives a 10% discount on the purchased subscription. Once your credit balance falls to a level of your choice, your account will be automatically credited with the volume of cases related to your chosen package; payment will be taken automatically from your assigned credit or debit card.

All prices are subject to VAT, unless your Practice is outside the EU.
Unlimited credits valid for one year are available at a negotiable price based upon your previous VPIS usage.

Subscription package

Subscription package options
Case credits	Package price (ex VAT)	Package price (inc VAT)	Price with Auto top up (10% discount) (ex VAT)	Price with Auto top up (10% discount) (inc VAT)
2^*	£55.55	£66.66	£49.99	£59.98
4	£106.66	£127.99	£95.99	£115.18
8	£204.44	£245.32	£183.99	£220.78
14	£342.21	£410.65	£307.98	£369.57
30	£699.98	£839.98	£629.99	£755.98
60	£1333.32	£1599.98	£1199.98	£1439.97

*Minimum required for initial membership

Equivalent cost per case

Equivalent cost per case
Case credits	Standard price (ex VAT)	Standard price (inc VAT)	Price with Auto top up (10% discount) (ex VAT)	Price with Auto top up (10% discount) (inc VAT)
2	£27.77	£33.33	£24.99	£29.99
4	£26.66	£31.99	£23.99	£28.79
8	£25.55	£30.66	£22.99	£27.59
14	£24.44	£29.33	£21.99	£26.39
30	£23.33	£27.99	£20.99	£25.19
60	£22.22	£26.66	£19.99	£23.99

Click to go back to top or back to payment.

Q1.3 Do I have to pay VAT on VPIS fees?
Yes. VAT is charged at the prevailing rate for all practices, unless operating outside the European Union. Click to go back to top or back to payment.

Q1.4 What if my practice is part of a group?
A group practice is able to purchase credits for all of its practices. When credits run out or run low, the group administrator will have to buy more credits on behalf of the group, unless auto top up has been used. Click to go back to top or back to payment.

Q1.5 What are the terms and conditions relating to the VPIS?
Please click here for our terms and conditions. Click to go back to top or back to payment.

Payment methods
Q1.6 I have a credit / debit card but do not want to pay online.
Online payments by card are made through the Royal Bank of Scotland (RBS) WorldPay™ which is considered to be a very secure method of transaction. However, if you would prefer for us to process your transaction over the telephone this will only be possible during weekday office hours if the service is not busy. Please call 020 7188 0600. We may ask to call you back at a mutually convenient time. Click to go back to top or back to payment.

Q1.7 Can I still pay by cheque?

Yes, If you wish to pay by cheque please follow the steps below.

First create a new online account. By creating an account you will be able to download your VPIS certificate, monitor your VPIS usage, receive automated emails to inform you of when your case credits are running low.
Once your account has been successfully created please log in and follow the instructions for purchasing case credits. Here you will be given information on who to make the cheque payable to and where to send it.
When sending a cheque to the VPIS you may want to complete an alternative payment form to accompany the cheque, please click here to download.
Upon receipt and successful clearance of payment, we shall credit your account. Once your account has been credited, a membership certificate will be available for you to download from our website.

Please note that you can not opt for auto topup if you are paying by cheque, and so are not eligible for the auto top up 10% discount.

Click to go back to top or back to payment.

Q1.8 Can I pay using electronic banking?

Yes, if you wish to pay by BACS please follow the steps below.

First create a new online account. By creating an account you will be able to download your VPIS certificate, monitor your VPIS usage, receive automated emails to inform you of when your case credits are running low.
Once your account has been successfully created please log in and follow the instructions for purchasing case credits. Here you will be given information on how to purchase case credits by BACS .
Upon receipt and successful clearance of payment, we shall credit your account. Once your account has been credited, a membership certificate will be available for you to download from our website.

Please note that you can not opt for auto topup if you are paying by cheque, and so are not eligible for the auto top up 10% discount.

Click to go back to top or back to payment.

Case credits

Q1.9 What do you mean by “case”?
"Case" means an enquiry (or series of related enquires) from you in relation to a single incident of poisoning (or suspected poisoning) in one or more animals. Enquiries regarding the same animal(s) and the same exposure will not use any further credits or charge. Prospective enquiries regarding poisoning (i.e. where there has not been an exposure) will be charged. Click to go back to top or back to payment.

Q1.10 For how long are credits valid?
Credits are valid for 2 years from the date of purchase. Click to go back to top or back to payment.

Q1.11 What is case credit auto top up?
If you have a valid credit or debit card registered on our payment system, you may choose to select automatic top up of credits once your existing credits reach a certain level. By selecting this option you will be eligible for a 10% discount on each purchase. You may cancel this option whenever you like, but it will give you the convenience of knowing that you will always be in credit. RBS WorldPay refer to this facility as FuturePay or Recurring Transactions. Click to go back to top or back to payment.

Q1.12 How will I know when my VPIS account has nearly run out of credits?
The email address associated with your VPIS Billing account will be sent a message each time your account drops to a self selected 'alert level' within your online account. You will also receive a further message if you reach a single credit or negative balance.
Should the top up transaction fail (for example credit card expiry) you will also receive reminder notifications.
VPIS staff can and will notify callers about credit remaining whenever you call. Click to go back to top or back to payment.

Q1.13 Can I become of member of the VPIS with the purchase of 1 case credit?
No. A minimum purchase of 2 case credits is required to gain subscription to (and membership of) the VPIS. Click to go back to top or back to payment.

Q1.14 Does VPIS allow enquiries to be answered if an account has no or negative credit?
VPIS recognises that its enquiries are usually of an urgent nature. For that reason we will take a reasonable stance with respect to inadvertent payment oversights. However, we would hope that credit will be added as soon as possible on the next working day. Click to go back to top or back to payment.

Q1.15 What if my practice is part of a group?
A group practice is able to purchase credits for all of its practices. When credits run out or run low, the group administrator will have to buy more credits on behalf of the group. Click to go back to top or back to payment.

Online Security
Q1.16 What security measures are in place for online payment?
Our online payment system is operated by Royal Bank of Scotland RBS WorldPay™. VPIS does not collect, store or retain any credit card details in its systems. Any webpages which require you to enter credit card details are solely linked to RBS WorldPay. Click to go back to top or back to payment.

Q1.17 How safe is it to make payment by card and who will have access to my details?
Payment by card is made through the Royal Bank of Scotland RBS WorldPay™ which is considered to be a very secure method of transaction. VPIS does not capture or store any credit card details; only RBS will have access to these. If you prefer to pay by cheque, please see the relevant FAQ. Click to go back to top or back to payment.

2. Membership, Subscription & Certificates

Membership & Subscription
Q2.1 How do I subscribe to membership of the VPIS?
Initial membership of the VPIS is automatic with the purchase of 2 or more case credits. You can maintain your membership by ensuring that you have at least 1 case credit in your account. If your account falls below 1 case credit, membership will automatically lapse. To renew your subscription online click here, if you have never used the VPIS before and wish to register please click here. Click to go back to top or back to membership, subscription & certificates.

Q2.2 Can I become of member of the VPIS with the purchase of 1 case credit?
No. A minimum purchase of 2 case credits is required to gain subscription to (and membership of) the VPIS. Click to go back to top or back to membership, subscription & certificates.

Q2.3 What do I have to do to renew my membership in future years?
Once you have a subscription your membership will be valid provided your account retains at least one unexpired case credit. Should your account credits fall to zero your membership will lapse. You can reactivate your membership at any time by purchasing two or more case credits. Case credits are valid for 2 years from the date of purchase. Click to go back to top or back to membership, subscription & certificates.

Q2.4 I have never used VPIS before, how do I subscribe to become a member?
If you wish to join or subscribe as a new or first time member, please contact us at vpis@gstt.nhs.uk. Please let us know the name of your Practice, the address, phone number and RCVS number if available. We shall contact you with a VPIS Code. You will then be able to subscribe using the VPIS Billing facility on this website under "Buy credits". Click to go back to top or back to membership, subscription & certificates.

Q2.5 Does VPIS allow enquiries to be answered if an account has no or negative credit?
VPIS recognises that its enquiries are usually of an urgent nature. For that reason we will take a reasonable stance with respect to inadvertent payment oversights. However, we would hope that credit will be added as soon as possible on the next working day. Click to go back to top or back to membership, subscription & certificates.

Q2.6 What if my practice is part of a group?
A group practice is able to purchase credits for all of its practices. When credits run out or run low, the group administrator will have to buy more credits on behalf of the group. Click to go back to top or back to membership, subscription & certificates.

Q2.7 What are the terms and conditions relating to the VPIS?
Please click here for our terms and conditions. Click to go back to top or back to membership, subscription & certificates.

Certificates
Q2.8 Will you send me my membership certificate?
You will be able to download and print your registration certificate once your payment has been processed. Alternatively, we shall post printed certificates on request; please email us at vpis@gstt.nhs.uk. Certificates will be dated with their date of printing and will record the number of unexpired and unused case credits in your account at that time. Click to go back to top or back to membership, subscription & certificates.

Q2.9 How do I replace a lost certificate?
You may login to your account at any time and download a replacement certificate. Alternatively, please email us at vpis@gstt.nhs.uk. Certificates will be dated with their date of printing and will record the number of unexpired and unused case credits in your account at that time. Click to go back to top or back to membership, subscription & certificates.

3. Setting up an online account

Q3.1 How do I create an online account?

To create a new online account please click here. Once you have followed the link above please choose “Create a new account (for previously registered users)” (found underneath the username and password). Please ensure that you have your VPIS membership code to hand as you will need this to validate your practice details. Click to go back to top or back to setting up an online account.

Q3.2 My Practice has never used the VPIS before. Do I need to do anything before creating an online account?

If you wish to join or subscribe as a new or first time member, please contact us at vpis@gstt.nhs.uk or on 44 (0) 207 188 0600.

Please let us know:

1. The name of your practice,

2. The address,

3. Your contact details (telephone, fax and email address)

4. RCVS number if available.

We shall contact you with a VPIS code, which will enable you to create an online VPIS account. From your account you will be able to puchase case credits, print off your membership certificate and invoices and view call summary details. Click to go back to top or back to setting up an online account.

Q3.3 I've set up an online account, but haven't received my activation email yet. What do I do?

Please contact us by either emailing us at vpis@gstt.nhs.uk or by calling 44 (0) 207 188 0600 to inform us of this problem. Please quote your VPIS membership number in all correspondence. Click to go back to top or back to setting up an online account.

Q3.4 I've forgotten the password to my account, what do I do?

Please click here and select "forgotten password?". Click to go back to top or back to setting up an online account.

4. Online account facilities

Q4.1 How will I know when my VPIS account has nearly run out of credits?
The email address associated with your VPIS Billing account will be sent a message each time your account drops to a self selected 'alert level' within your online account. You will also receive a further message if you reach a single credit or negative balance.

Should the top up transaction fail (for example credit card expiry) you will also receive reminder notifications.

VPIS staff can and will notify callers about credit remaining whenever you call. Click to go back to top or back to online account facilities.

Q4.2 In my online VPIS account I cannot see all the practices in my group or I can see practices that do not belong to my group.
Please email or call us with details of any changes required and we shall update your account. Click to go back to top or back to online account facilities.

Q4.3 What online information relating to my enquiries will be available to me?
In your online account you will be able to view a summary of calls your practice or group of practices have made to the VPIS. This information will include; who called the VPIS, the date and time of the call, the breed/ species involved, the animal and owners name and the poison invoved. This information is only viewable by the account holder and is accessible with your username and password. Click to go back to top or back to online account facilities.

Q4.4 Is the VPIS website multi browser?
It is our intention that the site is multi browser, if you find that this is not the case please let us know and we shall look into it. It would be helpful to know your browser type and version. Click to go back to top or back to online account facilities.

Q4.5 How do I replace a lost certificate?
You may login to your account at any time and download a replacement certificate. Alternatively, please email us at vpis@gstt.nhs.uk. Certificates will be dated with their date of printing and will record the number of unexpired and unused case credits in your account at that time. Click to go back to top or back to online account facilities.

5. Practice usage

Q5.1 How can I find out how many times my practice or group used the VPIS last year?
All practices currently on the VPIS database should have received a letter in April 2010 detailing their usage in both 2008 and 2009. If you have not received your letter please email us at vpis@gstt.nhs.uk. Click to go back to top or back to practice usage.

6. Calling the VPIS.

Q6.1 Can I ask pet owners to call the VPIS?
No. We are not a public access service and will only answer enquiries from veterinary professionals. Click to go back to top or back to calling the VPIS.

7. Follow up questionnaires.

Q7.1 I have received a follow up questionnaire, now what?
We routinely send out follow up questionnaires following an enquiry to determine the outcome of the case. This is vital in helping us to develop and improve our clinical guidelines for the management of poisoned animals. If you receive a follow up questionnaire, we would appreciate it if you could complete the questionnaire in as much detail as possible and return it to us in the enclosed freepost envelope. Click to go back to top or back to follow up questionnaires.

Q7.2 I have received a follow up questionnaire but I can’t find the case. What should I do?
If you cannot find information on the case in question then please send the questionnaire back in the free post envelope and mark it as “case not found”. Alternatively, email the VPIS at vpis@gstt.nhs.uk with the case reference number stating that the case cannot be found. Click to go back to top or back to follow up questionnaires.

8. Calls from outside the UK

Q8.1 Do you accept subscriptions from veterinarians outside the United Kingdom?
Yes, we welcome subscriptions and enquiries from outside the UK. VAT is not payable on subscriptions outside the EU. However, please be aware that we are a UK based service and so may have limited information regarding some products and drugs, flora and fauna not encountered in the UK.
As our experience grows we will develop treatment protocols for such enquiries. If you wish us to develop these for specific substances please email us at vpis@gstt.nhs.uk If you wish to subscribe, the minimum fee is 2 case credits. Our online payment system accepts most credit and debit cards. Click to go back to top or back to calls from outside the UK.

Q8.2 Do I have to pay VAT on VPIS fees?
VAT is charged at the prevailing rate for all practices, unless operating outside the European Union. Click to go back to top or back to calls from outside the UK.

020 7188 0200

Frequently Asked Questions

Answers

1. Payment

2. Membership, Subscription & Certificates

3. Setting up an online account

4. Online account facilities

5. Practice usage

6. Calling the VPIS.

7. Follow up questionnaires.

8. Calls from outside the UK