Client Rights
As a client, you are entitled to:
- Considerate, respectful, and impartial care from every doctor, student, and staff member.
- Accurate and easily understood information about your animal’s health, hospital policies and procedures, including payment policies.
- Know the names and positions of the persons involved in the care and treatment of your animal.
- Know your animal’s diagnosis, prognosis, treatment options and the risks and benefits of each option.
- Participate in decisions about your animal’s care.
- Decline treatment, and to receive a full explanation of decisions on the part of veterinarians to decline treatment.
- Talk in confidence with staff members and veterinarians, and to have your animal’s health care information protected.
- Receive information about clinical trials your animal may be eligible for and, in turn, approve or decline participation.
- Fair, fast and objective review of any complaint or request you have regarding the Lois Bates Acheson Veterinary Teaching Hospital.
Client Responsibilities
As a client, you are responsible for:
- Ensuring healthy habits in your animal, such as exercise and diet.
- 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.
- Using client feedback processes to address issues that may arise and clearly communicating your wants and needs.
- Recognizing the reality of risks and limits of the science of veterinary medical care.
- Maintaining the awareness of the Lois Bates Acheson Veterinary Teaching Hospital’s obligation to provide timely and equitable care to all patients.
- Accepting that we are a teaching hospital: your animal will be seen by a team that includes students, technicians and veterinarians (faculty, residents, fellows and interns).
- Meeting financial obligations.
- Maintaining respectful behavior (including tone of voice and language) towards other clients, students and hospital personnel at all times.
- Understanding the Lois Bates Acheson Veterinary Teaching Hospital has zero tolerance for discriminating or harassing language or behavior.
- Abiding by administrative and operational policies and procedures, including visiting hours, leashing/carrier requirements, payment, and appointment scheduling and cancelation policies.