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!
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!
