Client Rights & Responsibilities

At Flanary Veterinary Clinic, our mission is to help pets live their best lives through extraordinary care. We are “State of the art as well as State of the Heart”. We sincerely appreciate the trust you have placed in this relationship as we fulfill this mission with your pet. Like any good relationship, we believe clear and defined expectations and open communication are important. Because of this, we have created the client rights and responsibilities available below.

As a client, you have the right to…

  • Accurate, clear, and impartial information regarding your pet’s health
  • Receive full explanations about our decisions.
  • Know your pet’s diagnosis, prognosis, and treatment options including the risks and benefits, based on our capabilities and resources.
  • Be informed of the costs of service we provide in advance of them being performed with some unforeseen expenses added.
  • Participate 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.
  • Share your questions, concerns, thoughts, or wishes and have them heard by our team.
  • Considerate, respectful, and compassionate care and communication from our team
  • Fair and objective review of any complaint or problem
  • Assurance that your personal and medical information is handled in a confidential and private manner.
  • Receive respect for your time and communication regarding any anticipated delays related to your appointment or follow ups.

As a client, you are responsible to…

  • Disclose relevant, accurate, and complete medical and behavior history to our team, including previous medical records.
  • Maintain a respectful and considerate demeanor when communicating with any member of our team.
  • Share questions and concerns about anything we’ve discussed or left unaddressed.
  • Honor your financial obligations and payment policies agreed to when your pet receives care.
  • Help us provide care to other patients by abiding by our scheduling and appointment policies.
  • 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.
  • Be understanding of potential wait times due to unforeseen circumstances such as emergencies.
  • Be aware of the consequences for actions or behavior inconsistent with the client rights and responsibilities document, including potential termination of the veterinary-client-patient relationship.