Client Rights
As a client of Family Pet Health, you have the right:
1. Core Values
To ExPECT a veterinary visit that incorporates our core values of Experience, Positivity, Education, Connection and Trust.
2. Respect
To be treated with consideration, respect and compassion by all team members of Family Pet Health.
3. Credentialed Team
To receive care for your pet from appropriately licensed and credentialed team members, including veterinarians, technicians, assistants and students in a Fear Free™ environment.
4. Informed Participation
To be an active, engaged and informed participant in the care and treatment of your pet.
5. Education
To feel empowered to make the best care decisions for your pet from a place of education, information and knowledge.
6. Care Plans
To be informed of the costs of services we provide in advance of them being performed and to approve and/or decline services at your discretion.
7. Accommodations
To be provided with reasonable accommodations to afford access if you have any disabilities or limited English language proficiencies.
8. Timely
To receive fair, timely and objective review of any concern or complaint you have regarding your experiences with Family Pet Health.
Client Responsibilities
As a client of Family Pet Health, you are responsible for:
1. Healthy Habits
Being the hero of your pet’s healthcare journey by ensuring healthy habits of exercise, proper diet, routine preventive care and vaccinations.
2. Respect
Showing respect to others, including the veterinary, support and management team at Family Pet Health as well as other clients and patients.
3. Communication
Clearly communicating your wants and needs before, during and after an appointment.
4. Operational Procedures
Abiding by administrative and operational procedures, including Fear Free™ principles, leashing requirements, appointment scheduling and prescription refill requests.
5. Understanding
Reading and understanding any consent forms and care plans that you sign and to ask the FPH team for clarification when you do not understand medical terms or instructions about your pet’s plan of care.