Policies and Procedures
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
Code of Conduct
South Hyland Pet Hospital Code of Conduct
At South Hyland Pet Hospital, we are committed to maintaining a welcoming, safe, and respectful environment for all clients, pets, and staff. We believe that fostering mutual trust and respect is essential to the quality of care we provide.
To ensure a positive experience for everyone, we have a zero-tolerance policy for the following behaviors:
- Verbal abuse or the use of offensive language, including harmful or malicious statements about others or their pets.
- Any form of harassment or bullying.
- Discriminatory remarks or actions.
- Intimidation tactics or threats.
- Allowing your pet to intimidate or threaten another person or animal.
- Disclosure of someone else’s private information without consent.
- Suspected intoxication or impairment due to alcohol or behavior-altering substances.
- Failure to follow reasonable requests from our staff, including properly leashing or restraining your pet.
In the event of any inappropriate behavior, we reserve the right to immediately discontinue services.
This policy is strictly enforced. Non-compliance may result in corrective action, which could include termination of care, being asked to leave the premises, or involvement of law enforcement.
Thank you for your cooperation in helping us maintain a positive and respectful environment for all.
No-Show, Late & Cancellation Policy
At South Hyland Pet Hospital, we want to make sure your experience with us is as smooth and convenient as possible. To achieve this, we kindly ask for your cooperation with our appointment policies:
Cancellation Notice:
If you need to cancel your appointment, we request a notice of at least 24 hours. This helps us accommodate other pets in need of prompt veterinary care.
Late Arrival:
If you’re running late, please let us know ASAP. If your delay exceeds 15 minutes, we may need to reschedule your appointment for another day. We’ll do our best to find a time that works for you.
No-Show and Same-Day Cancellation:
We understand that life can be unpredictable. In the event that you can’t make it to your scheduled appointment and need to cancel on the same day, please let us know as soon as possible.
After two documented instances of a “No-Show” or a “Same-Day Cancellation,” a Reservation Fee will be required for future appointments to ensure fairness to both our clients and our team.
*For surgical and dental procedures, a Reservation Fee of $300, will be required after the first instance*
We want to assure you that these policies are in place to enhance the efficiency of our services and provide the best care possible for your pet. If you have any questions or concerns, please don’t hesitate to reach out. We appreciate your understanding and cooperation!
