Client Policies

Client Behavior Policies

1. Appropriate Behavior on Phone and In Person: Clients must communicate respectfully and professionally both over the phone and in person. Abusive language, threats, or aggressive behavior will not be tolerated.
2. Non-Discrimination: All clients must treat our team members fairly and without prejudice. Discrimination based on race, gender, religion, sexual orientation, or any other personal characteristic is unacceptable.
3. Professional Communication: We encourage clear, respectful, and constructive communication at all times. Clients should express concerns, feedback, or complaints in a professional manner, and any disagreements or dissatisfaction should be expressed in a manner that is both respectful and constructive.
4. Proper Physical and Verbal Conduct: Physical and verbal conduct should be appropriate and non-disruptive. Aggressive or inappropriate actions towards staff, patients, or other clients will not be tolerated.
5. Compliance with Policies: Clients are expected to adhere to all hospital policies, including those related to appointment scheduling, payment, and pet management. This includes following terms of service, refund policies, and any other applicable guidelines or contractual obligations.
6. Resolving Disputes: Clients should address any issues or disputes through the appropriate channels by speaking directly with our management team. We encourage respectful and constructive dialogue. Aggressive behavior or threats will not be tolerated.
7. Pet Control: Clients must ensure their pets are under control and manageable while in the clinic. This includes using leashes, carriers, or muzzles as needed, and following all health and safety protocols to ensure the well-being of all patients and staff.
8. Timeliness: Clients should arrive on time for appointments and notify the clinic promptly if they need to cancel or reschedule. Excessive tardiness or missed appointments may impact the ability to schedule future visits.
9. Payment Obligations: Clients must fulfill payment obligations for services rendered. Failure to pay or repeated issues with payment may result in restricted services.

Unreasonable Client Conduct

Unreasonable client conduct refers to behaviors exhibited by current or former clients that pose risks to the health, safety, or well-being of our staff, other clients, or the clients themselves. Such conduct may be intentional or unintentional and is categorized into four primary types:

Unreasonable Persistence: This involves persistent behavior that disproportionately impacts our staff's ability to perform their duties. Examples include:   

•    Repeatedly seeking explanations or decisions despite having received thorough responses previously. 
  
•   Continuously initiating unwelcome communication through calls, visits, letters, emails, or texts after being asked to stop.
  
  

Unreasonable Demands: These are demands that place an unnecessary burden on our staff, services, or resources. Examples include: 

• Using emotional manipulation or intimidation to secure outcomes or services that are neither feasible nor justified. 
•  Insisting on impossible or inappropriate outcomes, such as demanding personnel changes or compensation without reasonable cause. 
• Requesting services beyond our capacity or not justified by the circumstances.
  
  

Unreasonable Lack of Cooperation: An unwillingness or inability to cooperate that leads to an excessive drain on our services or resources. Examples include: 

•   Refusing to accept or follow advice without valid reasons, or pursuing unattainable outcomes. 
• Engaging in frequent and intense arguments against valid advice or explanations. 
• Displaying uncooperative behavior, such as withholding information, acting dishonestly, or misrepresenting facts.

Unreasonable Behavior: This covers conduct that is considered unreasonable in any context due to its impact on health, safety, or security. Examples include: 

• Making false allegations, engaging in verbal abuse, or making offensive statements based on race, religion, sexuality, or gender. 
• Exhibiting acts of aggression, intimidation, physical violence, or threats. 
• Engaging in harassment, stalking, emotional manipulation, or unwarranted personal inquiries. 
• Contacting staff outside of work hours, including via social media, or making defamatory statements about staff online. 
• Recording interactions without prior consent.



We maintain a zero-tolerance policy regarding any form of harm, abuse, or threats directed at our staff. Such conduct will be addressed in accordance with this policy and in alignment with our work health and safety obligations.