Client Rights and Responsibilities
Client Rights
As a client, you have the right to:
-Be treated with consideration, respect and compassion by all members of our staff
-Talk in confidence with staff members and veterinarians, and to have your animal’s health care information protected
-Participate in decisions about your animal’s care
-Accurate and easily understood information about your animal’s health and South Hyland Pet Hospital’s policies, including payment policies
-Know your animal’s diagnosis, prognosis, treatment alternatives and the risks and benefits of each alternative
-Expect and receive appropriate treatment for your animal(s) as determined by our capabilities and Mission Statement
-Be informed of the costs of evaluation, treatment and payment options available
-Accept or decline diagnostic testing or treatment(s) for your animal(s) and the right to be informed of the consequences of refusing said diagnostic(s) or treatment(s)
-Fair, fast & objective review of any complaint or request you have regarding South Hyland Pet Hospital
Client Responsibilities
As a client, you are responsible for:
-Maintaining respectful behavior (including voice & language) towards other clients and hospital personnel
-Reading and understanding our Client Code of Conduct and being conscious of the consequences for disorderly conduct
-Abiding by administrative and operational policies, including leash/carrier requirements, payment and appointment scheduling & cancellation policies
-Disclosing accurate and complete information about your animal(s) health and medical history, including behavioral issues that may affect the safety of other patients or hospital personnel
-Working collaboratively with providers to develop and carry out agreed-upon treatment plans
-Asking questions if you don’t understand
-Recognizing the reality of risks and limits of the science of veterinary medical care
-Reading and understanding any consent forms and/or estimates that you sign
-Maintaining the awareness of South Hyland Pet Hospital’s obligation to provide timely, equitable care to other patients
-Using client feedback processes to address issues that may arise and clearly communicating your wants and needs
-Meeting financial obligations
