Client Code of Conduct & Responsibilities

At South Hyland Pet Hospital, we believe exceptional veterinary care begins with mutual respect, honest communication, and a shared commitment to the health and well-being of our patients.

Our team is dedicated to providing compassionate, professional medical care while treating every client and patient with dignity and understanding. In return, we ask clients and visitors to respect our team, hospital policies, and the needs of others.

The following guidelines help us maintain a safe, welcoming, and professional environment for everyone.

 

Respectful Communication & Conduct

We recognize that veterinary care can involve difficult decisions, financial concerns, and emotional situations. Our team is committed to listening, answering questions, and communicating respectfully, even when circumstances are challenging.

We expect the same consideration from our clients and visitors.

Clients are always welcome to ask questions, express concerns, disagree with recommendations, and provide honest feedback. However, frustration or disagreement does not justify abusive, threatening, or disrespectful behavior.

Unacceptable conduct includes:

• Yelling, personal insults, harassment, or profanity directed at others.
• Discriminatory remarks or behavior toward staff, clients, or visitors.
• Threats, intimidation, physical aggression, or unwanted physical contact.
• Attempts to pressure or coerce team members into providing services.
• Deliberate damage to hospital property.
• Repeated disruptive behavior that interferes with patient care or hospital operations.

These expectations apply to interactions in person, over the telephone, and through text messages, email, social media, or other communication channels.

South Hyland Pet Hospital maintains a zero-tolerance policy for threatening, violent, discriminatory, or abusive behavior. Hospital management may intervene, end an interaction, require an individual to leave, restrict future scheduling, or discontinue the client relationship when necessary.

Law enforcement may be contacted when circumstances warrant. Any discontinuation of veterinary services will be handled in accordance with applicable professional and legal obligations.

 

Patient & Visitor Safety

The safety and comfort of our patients, clients, visitors, and medical team are shared responsibilities.

We ask all clients and visitors to:

• Keep dogs on a secure leash no longer than six feet and transport cats and other small animals in appropriate, secure carriers.
• Maintain control of their pets while on hospital property.
• Inform our team in advance of any known aggression, reactivity, anxiety, bite history, or handling concerns.
• Follow staff instructions regarding patient handling, restraint, and movement throughout the hospital.
• Supervise children and other individuals accompanying them.
• Respect designated staff-only areas and the privacy and personal space of other clients and patients.

Please call or text our team upon arrival and wait for instructions before entering the hospital. This helps us manage our lobby and provide a safer, less stressful experience for our patients.

Our medical team may recommend additional handling precautions, alternative arrangements, or rescheduling when necessary for patient or staff safety.

 

Weapons & Firearms

Firearms, weapons, and other dangerous instruments are prohibited on South Hyland Pet Hospital property, except as otherwise permitted by applicable law.

Clients and visitors carrying a weapon are asked to secure it in their locked vehicle before entering the hospital. Law enforcement officers acting within the scope of their official duties are exempt.

 

Appointments & Financial Responsibilities

South Hyland Pet Hospital operates by appointment only, including for urgent medical concerns.

Clients are expected to arrive on time, provide appropriate notice when canceling or rescheduling, and respect scheduling decisions made by our team.

We also ask clients to understand that medical emergencies and unexpected patient needs may occasionally affect appointment schedules.

For complete information, please review our Appointment Scheduling, Cancellation & No-Show Policies page.

Payment is required in full at the time services are provided.

Clients are responsible for reviewing treatment estimates, communicating financial concerns before authorizing services, and fulfilling payment obligations for approved care.

For additional information about payment methods, financing, and financial policies, please review our Payment Options & Policies page.

 

Account Ownership & Authorized Representatives

Accurate account information and clearly established authorization help protect our patients, clients, and medical records.

 

Primary Owners & Co-Owners

Each client account must have a designated Primary Owner. Additional adults may be listed as co-owners with the Primary Owner’s authorization.

Both Primary Owners and authorized co-owners may make medical decisions, approve treatments, and authorize veterinary services for pets associated with the account.

Authorized account holders are responsible for communicating with one another regarding medical decisions and financial obligations.

South Hyland Pet Hospital does not mediate disagreements between authorized owners or reverse completed medical services because another authorized owner disagrees with a decision.

Only the Primary Owner may authorize changes to the account’s ownership structure, including adding or removing co-owners or designating a new Primary Owner, unless applicable law or appropriate legal documentation provides otherwise.

 

Legal Pet Ownership & Disputes

Being listed as a Primary Owner or co-owner on a hospital account does not, by itself, establish legal ownership of a pet.

South Hyland Pet Hospital does not determine legal pet ownership, resolve custody disputes, or mediate disagreements arising from separation, divorce, or other personal circumstances.

When ownership or authorization is disputed, our team may request appropriate documentation before modifying account access or proceeding with nonurgent services.

Existing account authorizations will generally remain in place until appropriate documentation has been received and reviewed, unless applicable law requires otherwise.

Clients are responsible for resolving ownership disputes outside the hospital and notifying our team of any authorized changes.

 

Authorized Representatives & Caregivers

We understand that clients may occasionally ask a family member, friend, pet sitter, or other caregiver to transport their pet or attend an appointment.

Accompanying a pet does not automatically authorize someone to approve medical treatment, access confidential information, or make changes to an account.

Please notify our team in advance when another individual will be accompanying your pet and clarify what authority that person has been granted.

Documented authorization may be required before medical information is shared or treatment decisions are accepted. Nonurgent services may need to be postponed when appropriate authorization cannot be verified.

 

Minors & Veterinary Appointments

Clients must be at least 18 years old to be listed as a Primary Owner or co-owner.

Minors cannot independently authorize veterinary treatment or assume financial responsibility for services.

A parent, legal guardian, or other authorized adult must be available to provide medical consent and complete payment arrangements.

 

Honest Communication & Informed Medical Decisions

Providing appropriate veterinary care requires accurate information, open communication, and collaboration between clients and our medical team.

We ask clients to:

• Provide complete and accurate information about their pet’s medical history, medications, symptoms, behavior, and previous veterinary care.
• Notify our team of relevant changes in their pet’s health or condition.
• Review treatment recommendations, estimates, and consent forms before authorizing services.
• Ask questions when recommendations, instructions, or potential risks are unclear.
• Communicate financial concerns or limitations before services are performed.
• Follow agreed-upon treatment and follow-up instructions or let our team know when recommendations cannot be followed.

Clients have the right to participate in decisions about their pet’s care, including declining recommended diagnostics or treatments.

Our veterinarians also have a professional responsibility to exercise independent medical judgment. They may decline requests for treatments, medications, or services they determine are medically inappropriate, unsafe, or inconsistent with professional standards.

Certain services and prescriptions require an established Veterinarian-Client-Patient Relationship (VCPR), appropriate examinations, or additional medical evaluation.

For more information, visit the American Veterinary Medical Association’s Guide to the Veterinarian-Client-Patient Relationship.

 

Informed Consent & Individual Accommodations

We recognize that clients have different communication needs and abilities. Our team is committed to providing reasonable accommodations that support understanding, informed decision-making, and safe patient care.

When needed, we may provide additional explanations, written instructions, or opportunities to involve an authorized support person.

If appropriate informed consent cannot be obtained or immediate safety concerns prevent care from being provided responsibly, nonurgent services may need to be postponed until suitable arrangements can be made.

Privacy, Photography & Recording

We respect the privacy of our clients and the confidentiality of their pets’ medical information.

Medical records and account information are shared with authorized individuals and organizations in accordance with applicable law and hospital policies.

Requests from third parties, including animal rescues, adoption organizations, breeders, prospective adopters, and other individuals, may require documented owner authorization before information can be released.

Our team may verify the identity and authority of individuals requesting records or account information.

 

Photography, Video & Audio Recording

We understand that clients may wish to photograph or record moments involving their pets.

Photography and recording must not interfere with patient care, compromise another person’s privacy, or disrupt hospital operations.

Please obtain permission before photographing or recording staff members, other clients, or patients who do not belong to you.

Our team may request that recording stop or that a device be put away when necessary to protect privacy, patient safety, or the delivery of medical care, consistent with applicable law.

 

Questions, Concerns & Feedback

We welcome questions, constructive feedback, and honest conversations about your pet’s care and your experience with our hospital.

If you have concerns about a treatment recommendation, interaction, or hospital policy, we encourage you to communicate directly with our team. When appropriate, concerns may be referred to hospital management for additional review.

Clients are welcome to express dissatisfaction, disagree with recommendations, and share honest reviews without fear of retaliation.

We ask that communications, including online reviews and social media interactions, remain free from threats, harassment, intimidation, or the inappropriate disclosure of another person’s private information.

While we make every effort to address concerns fairly and professionally, we recognize that differences in expectations or approaches to veterinary care may not always be resolved.

Clients have the right to choose a veterinary provider whose services and approach best meet their needs. Likewise, South Hyland Pet Hospital may discontinue a client relationship when a safe, respectful, and professionally appropriate relationship cannot be maintained, consistent with applicable veterinary and legal obligations.

When a client transitions to another veterinary provider, our team can assist with transferring medical records to support continuity of care.

 

Our Shared Commitment

Our goal is to maintain a veterinary hospital where patients receive excellent medical care, clients feel informed and respected, and our team can perform their work safely and professionally.

Mutual respect, honesty, cooperation, and clear communication are essential to that goal.

Thank you for helping us maintain a compassionate, welcoming, and professional environment at South Hyland Pet Hospital.