Policies and Procedures
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.
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!
Pharmacy & Prescription Refill Process
At South Hyland Pet Hospital, we want our clients to feel informed and confident about how prescription refills are handled. Our goal is to provide transparency and consistency so we can continue to serve all of our patients efficiently, accurately, and safely.
How to Request a Refill
The fastest and most accurate ways to request a refill are through:
- The PetDesk App, or
- Our website’s Rx Refill Request Form (located at the top of our homepage)
You may also text us your request, but please include:
- Your pet’s name
- Medication name
- Current dose (what you’re currently giving)
- Quantity requested
Using these options helps reduce call volume and allows our team to process refills efficiently. If we have any questions about your request, we’ll reach out to you directly.
Refill Processing Time
Please allow 24–72 hours for refill requests to be completed.
As a full-service veterinary hospital, we do not have a dedicated pharmacy team. Prescriptions are reviewed and approved by our veterinarians between patient appointments, which means same-day or “ASAP” refills are not always possible.
We will always notify you by text, call, or email once your prescription is ready for pickup.
Prescription Requirements
A valid Veterinary/Client/Patient Relationship (VCPR) is required for all prescriptions. This means your pet must have been examined by one of our veterinarians within the last 12 months (or more recently for certain conditions).
Learn more about the VCPR here: AVMA: Veterinarian-Client-Patient Relationship.
Every prescription we fill is:
- Prepared by a trained staff member
- Double-checked for accuracy
- Authorized by a veterinarian
This ensures every medication meets safety and quality standards in accordance with AAHA guidelines.
Controlled Substances & Drugs of Concern
Controlled substances and “drugs of concern” cannot be filled in advance. These prescriptions may be approved ahead of time but can only be filled upon your arrival for pickup.
To help expedite this process, please let us know when you’re on your way via text or phone call so our team can begin filling your medication.
Third-Party Pharmacy Requests
If you use an outside (third-party) pharmacy, please allow additional time for these requests. This process requires more coordination between our hospital and the pharmacy.
To request a refill through a third-party pharmacy:
- Contact the pharmacy first. They will reach out to us for authorization.
- If you prefer, we can provide a written prescription for you to take elsewhere.
For security reasons, written prescriptions cannot be emailed to clients. They can be:
- Picked up at our hospital (same as a regular prescription pickup), or
- Sent directly to the pharmacy of your choice.
Please note: we do not price shop between pharmacies. Clients are responsible for comparing prices and selecting their preferred pharmacy.
Prescription Diets
For prescription pet food orders, we recommend using our online pharmacy.
Orders ship directly to your home for free within a few days!
If you prefer to pick up your pet’s food at our hospital, please contact us 1–2 weeks in advance to ensure it’s in stock. Our pet food deliveries arrive once weekly, so advance notice helps us serve you better.
Special Order & Compounded Medications
For special order or compounded medications, please allow 1–2 weeks of advance notice. This ensures we have enough time to prepare and verify your prescription for accuracy and safety.
Our Commitment to You
We understand that your pet’s medications are important and time-sensitive, and we appreciate your patience and understanding as we balance prescription management with daily patient care.
Every refill request is handled carefully to ensure it meets our medical and safety standards — because your pet’s health always comes first.
Thank you for helping us keep the process smooth and efficient for all of our patients!
