Client Rights and Responsibilities
We understand that having a sick or injured pet is stressful. Our team at Animal Hospital of Ovilla is committed to providing care to both you and your pet with compassion, empathy, and professionalism. In return, we kindly ask that you extend the same empathy and respect to our staff, allowing us to best support your pet’s needs.
Effective veterinary care relies on partnership, trust, and mutual respect — and we’re honored to build that relationship with you.
At Animal Hospital of Ovilla, we take pride in offering the best care to our patients and their pet parents. You can expect from us:
- Accurate, clear and impartial information regarding your pet’s health.
- Full explanations of your pet’s diagnosis, prognosis, and treatment options including the risks and benefits, based on our capabilities and resources.
- Full disclosure of the costs of services we provide in advance of them being performed, if you request.
- Participation in decisions regarding your pet’s care, including declining treatment options presented.
- A full explanation for why our staff may decline to treat your pet or provide a specific service.
- Responses to your questions, concerns, thoughts, or wishes.
- Considerate, respectful, and compassionate care and communication from our team.
- Fair and objective review of any complaint or problem.
- Assurance that your personal information and your pet’s medical information is handled in a confidential and private manner.
- Respect for your time and communication regarding any anticipated delays related to your appointment or follow ups.
- The most modern, progressive care through a team of highly educated doctors and staff. Our doctors and technicians each attend continuing education conferences and meetings every year to make sure we are on the cutting edge of veterinary medicine.
- A clean, comfortable environment for you and your pet.
As partners in your pet’s care, we ask for your support in the following areas:
- Disclose relevant, accurate, and complete medical and behavior history to our team, including previous medical records.
- Share questions or concerns about anything we’ve discussed or left unaddressed.
- Honor your financial obligations and payment policies agreed to when your pet receives care. Payment is required at the time services are rendered. We can connect you with third-party payment providers if financing is an issue.
- Help us provide care to other patients by abiding by our scheduling and appointment policies. We ask that clients arrive at their appointment on time out of respect for the medical staff and the other clients to help keep all appointments flowing smoothly. Appointments should be cancelled with at least 24 hours’ notice (business days). If you arrive late, you may be asked to reschedule so that we can keep our other clients on time.
- Understand that we recommend vaccines based on your pet’s health and lifestyle, while complying with guidelines from AAHA, AVMA, and the CDC, as well as state and local laws. If you choose not to vaccinate your pet, we may decide not to treat your pet in order to maintain the safety of the other pets who come to our practice.
- Work collaboratively with your pet’s care team to develop and perform the agreed upon treatment plan including any necessary follow up visits and at home care.
- Recognize that medical care is rarely 100% certain. No medication or medical procedure is always effective, and complications can and do arise that are beyond our control. We will work with you in following up with any complications and will always act in both your and your pet’s best interest.
- Maintain a respectful and considerate demeanor when communicating with any member of our team.
- Be aware of the consequences for actions or behavior inconsistent with these client rights and responsibilities, including potential termination of the veterinary-client-patient relationship.
