We’re here because we want to help as many pets as possible! To ensure we can do that, Best Friends Animal Hospital is implementing a new fee for ‘no-shows’. When a client fails to come in for their appointment, it often means that there is an empty spot on the schedule that could have gone to a sick or injured pet who needed to be seen.
Client Code of Conduct
To ensure a safe and positive experience for all clients, staff, and pets, we ask that you adhere to the following guidelines:
1. Respectful Communication
- Treat all staff, clients, and pets with kindness and respect.
- Use polite and respectful language in all interactions, whether in person, over the phone, or online.
- Avoid using aggressive, threatening, or abusive language or behavior.
- Please provide current contact information and address before leaving an appointment.
2. Appointments
- Arrive on time for scheduled appointments. If you cannot attend, please notify us at least 24 hours in advance. Appointments not canceled with 24 hours’ notice will incur the full exam charge as a cancellation fee.
- Understand that emergencies may occasionally cause delays. We appreciate your patience and understanding.
- If you are more than 10 minutes late, your appointment may need to be rescheduled.
3. Pet Handling and Safety
- Keep your dogs on a leash or in a carrier and all cats in a carrier at all times when not in an exam room.
- Ensure your pet is under control and does not disturb other clients or pets.
- Inform staff if your pet has any behavioral issues or special handling requirements.
- Please trust our staff to perform all restraint and treatment administration.
- Cooperative Care: We practice cooperative care to help your pet receive treatment comfortably and safely. This may include pre-visit medication, training, or communication before, during, and after the visit. If your pet has specific needs, please notify us prior to the visit.
4. Financial Responsibility
- Be aware of the costs of services and treatments and make arrangements for payment at the time of service.
- If you have questions about charges or need financial assistance, discuss this with our staff before treatment.
- Understand that full payment is expected at the time of service unless prior arrangements have been made.
5. Confidentiality
- Respect the privacy and confidentiality of other clients and their pets.
- Do not take photos or videos of other clients, pets, or staff without permission.
- Understand that if someone other than the listed owner(s) brings in a pet, treatment will only proceed with the listed owner’s written permission.
6. Emergency Protocols
- Follow hospital protocols during emergencies, including instructions from staff.
- Understand that emergencies can disrupt regular appointments and procedures. Your patience is appreciated.
7. Feedback and Complaints
- Provide constructive feedback to help us improve our services.
- If you have a complaint, address it calmly and respectfully with the appropriate staff member or management.
8. Environment
- Help us maintain a clean and safe environment by disposing of waste properly and keeping the premises tidy.
- Refrain from smoking or vaping on hospital property.
We thank you for your patience and understanding, and please don’t hesitate to contact us if you have any questions or concerns about either of these changes.
