Client Code of Conduct & Responsibilities

Client Code of Conduct & Responsibilities

At South Hyland Pet Hospital, we are committed to fostering trust, collaboration, and understanding so that you feel confident and supported throughout your pet’s care. By following these guidelines and recognizing your responsibilities, we can work together to provide the highest standard of care in a safe, compassionate environment.

1. Respectful Communication and Behavior

• Treat all staff, clients, and pets with courtesy, respect, and compassion.
• Use polite, appropriate language, and maintain calm, controlled behavior.
• Refrain from harassment, threats, or aggressive conduct

2. Appointments

• Arrive on time for scheduled appointments and provide at least 24 hours’ notice for cancellations or rescheduling when possible.
• Understand that emergencies may affect wait times.
• For detailed policies on late arrivals, no-shows, and cancellations, see our No-Show & Late Cancellation Policy.

3. Pet Safety & Responsibility

• Ensure pets are properly restrained (leashed or in carriers) upon arrival.
• Notify staff if your pet is known to be reactive, anxious, or aggressive.
• Follow all safety guidelines provided by the veterinary team.

4. Collaboration & Informed Care

• Provide accurate and complete information about your pet’s health, medical history, and behavior.
• Work with our veterinary team to develop and follow agreed-upon treatment plans.
• Ask questions if any aspects of care, treatment, or hospital procedures are unclear.
• Understand the inherent risks and limitations of veterinary medicine, and review consent forms and treatment plans before signing.

5. Consideration for Others

• Maintain awareness that the hospital serves multiple patients and respect the need for timely, equitable care for all.

6. Feedback & Communication

• Use available channels to address questions, concerns, or suggestions, and clearly communicate expectations and needs.

7. Zero Tolerance for Abuse

• Harassment, discrimination, intimidation, threats, physical aggression, or property damage will not be tolerated.
• Violations may result in appointment termination, refusal of future services, and, in severe cases, involvement of law enforcement.

8. Financial Responsibilities & Transparency

• Payment is due at the time services are rendered.
• Discuss treatment plans and payment options before procedures.
• Notify staff if you have questions or concerns about costs.
• For information on available payment options, see our Payment Options page.

Veterinarians at South Hyland Pet Hospital have the right to:

• Exercise professional judgment in providing care that aligns with accepted medical standards and the best interest of the patient.
• Refuse to provide services that compromise patient safety, ethical standards, or the welfare of staff and clients.
• Work in a safe environment free from harassment, threats, or physical aggression.
• Establish policies for care, safety, and clinic operations, which clients are expected to respect.
• Maintain a valid Veterinarian-Client-Patient Relationship (VCPR) before providing treatment, which requires sufficient knowledge of the patient and complete, accurate information from the client. Learn more about the VCPR here.
• Make decisions regarding diagnostics, treatments, and follow-up care within the context of the VCPR to ensure appropriate, safe, and tailored care.
• Expect clients to collaborate within the VCPR by providing honest information, following recommended care plans, and asking questions if unclear about any aspect of care.