Policy Statement:
This policy aims to maintain a respectful, professional, and effective veterinary client-patient relationship (VCPR). VCPR is established when your pet is seen for an office visit and is in effect for one full year from exam date.
Violations of this relationship compromise the trust and cooperation essential for delivering high-quality veterinary care. The guidelines outline procedures for dealing with missed appointments, non-payment issues, and negative social media/ review comments.
- No-Show Appointments:
- First Occurrence: Clients will be contacted to remind them of the importance of keeping scheduled appointments. They will be informed of our cancellation policy, which requires a minimum of 24-hour notice to avoid a $65 no-show fee.
- Subsequent Occurrences: Clients who repeatedly fail to attend scheduled appointments without prior notice may be charged a no-show fee. Persistent no-shows may result in the requirement of pre-payment for future appointments or possible discharge from the practice.
- Failure to Pay for Services:
Clients are required to pay for services at the time of the visit. If you have concerns about funds, please request an estimate for proposed treatments. We aim to avoid unexpected costs for clients.- Outstanding Balances: Clients with outstanding balances will receive a reminder notice. If no payment is received, further action such as involving a collection agency may be pursued, and non-urgent services may be withheld until the account is settled.
- Repeated Non-Payment: Clients with a history of non-payment may be required to make deposits or full payments before services are provided in the future.
- Disparaging Comments on Social Media:
- Immediate Response: Disparaging comments made on social media impacting the facility or its staff will be reviewed and addressed promptly.
- Direct Communication: We will reach out to the client to discuss their concerns, aiming to resolve any disputes amicably. A written request for removal of false or harmful comments will be made if applicable.
- Legal Considerations: In cases where public statements are defamatory, legal consultation may be pursued.
- General Consequences and Termination of VCPR:
We withhold the right to refuse service to anyone.- Termination of Services: In severe or unresolved cases, the hospital may terminate the VCPR. Clients will receive written notification along with their pet’s records to ensure a smooth transition.
- Upholding Principles of Respect and Communication:
We encourage open communication, respect, and understanding between clients and staff. Constructive feedback is welcomed to continuously improve our services.
Implementation Date: June 1, 2020
By maintaining these standards, we aim to ensure a high level of veterinary care and client satisfaction while protecting the integrity and reputation of our facility and staff.