Client – Staff Expectations
To ensure our ability to deliver upon our mission we have created a list of shared expectations for clients and staff.
Shared Expectations
As a client, you can expect to…
In return, we ask that you…
Be treated with consideration, respect, and compassion by all members of our team.
Demonstrate consideration and respect toward all members of our team, other clients, and patients.
Be seen on time, or be notified of any delays and given alternative treatment options—with respect for your time.
Arrive to appointments on time or call ahead if you’re going to be late or need to cancel. Understand that patients’ needs can be unpredictable and our commitment to seeing emergent cases sometimes requires changes to the schedule, and show patience with explained delays.
Know who is providing your pet’s care, and be assured that the care provided is appropriate, competent, and complies with applicable laws. Additionally, know that your pet is always treated with compassionate care.
Accept that veterinarians are legally and ethically bound to provide veterinary services strictly under the terms of a current veterinarian-client-patient relationship (VCPR).
Participate in decisions about your pet’s care, be provided with trustworthy resources, and be informed about the benefits or risks of relevant diagnostic or treatment options in terms you understand.
Ask questions about your pet’s health status and prognosis, recommended diagnostic or treatment options, or next steps if unclear.
Be presented with a range of care options that address your pet’s needs. Be free to accept, decline, or discuss recommended diagnostic or treatment options, and have the right to seek a second opinion.
Follow agreed-upon treatment plans to the best of your abilities, including administering treatment at home or seeking recommended referrals. Tell us if you have any questions or need assistance, so that we can help you and your pet.
Be informed of the costs of veterinary services, as well as available payment options, free of assumptions.
Meet agreed-upon financial responsibilities concerning veterinary services provided.
Have your constructive feedback welcomed and thoughtfully considered.
Let our team know right away if you have any concerns about your pet’s care, so that we may take steps to improve your and your pet’s experience.
Be provided with contact information and office hours for your veterinarian or veterinary emergency services for continuing care and treatment.
Accept that our team will do their best for your pet
but may not be able to provide some services or accommodate all requests. Understand that recommendations are always rooted in your pets’ best interest.
Shared Expectations
As a client, you can expect to…
Be treated with consideration, respect, and compassion by all members of our team.
Be seen on time, or be notified of any delays and given alternative treatment options—with respect for your time.
Know who is providing your pet’s care, and be assured that the care provided is appropriate, competent, and complies with applicable laws. Additionally, know that your pet is always treated with compassionate care.
Participate in decisions about your pet’s care, be provided with trustworthy resources, and be informed about the benefits or risks of relevant diagnostic or treatment options in terms you understand.
Be presented with a range of care options that address your pet’s needs. Be free to accept, decline, or discuss recommended diagnostic or treatment options, and have the right to seek a second opinion.
Be informed of the costs of veterinary services, as well as available payment options, free of assumptions.
Have your constructive feedback welcomed and thoughtfully considered.
Be provided with contact information and office hours for your veterinarian or veterinary emergency services for continuing care and treatment.
In return, we ask that you…
Demonstrate consideration and respect toward all members of our team, other clients, and patients.
Arrive to appointments on time or call ahead if you’re going to be late or need to cancel. Understand that patients’ needs can be unpredictable and our commitment to seeing emergent cases sometimes requires changes to the schedule, and show patience with explained delays.
Accept that veterinarians are legally and ethically bound to provide veterinary services strictly under the terms of a current veterinarian-client-patient relationship (VCPR).
Ask questions about your pet’s health status and prognosis, recommended diagnostic or treatment options, or next steps if unclear.
Follow agreed-upon treatment plans to the best of your abilities, including administering treatment at home or seeking recommended referrals. And tell us if you have any questions or need for assistance, so
that we can help you and your pet.
Meet agreed-upon financial responsibilities concerning veterinary services provided.
Let our team know right away if you have any concerns about your pet’s care, so that we may take steps to improve your and your pet’s experience.
Accept that our team will do their best for your pet
but may not be able to provide some services or accommodate all requests. Understand that recommendations are always rooted in your pets’ best interest.