Client Conduct Policy

CLIENT ETIQUETTE STANDARD

Aggieland Veterinary Services seeks to provide a welcoming and safe environment for our patients, clients, and staff. We understand that veterinary visits and emergencies can be stressful. However, an understanding of mutual respect is required to maintain a positive and productive Veterinary-Client-Patient-Relationship. As such, we have a Zero-Tolerance Policy for abusive behaviors by our clients.

The behaviors that will not be tolerated include (but are not limited to):

Offensive outbursts such as yelling or screaming
Staff-directed profanity or name-calling
Disrespect towards any team member based on physical appearance, race, or gender
Hostile verbal attacks
Direct or implied threats to our personal safety
Direct or implied threats to damage our reputation
Disparaging comments (in person or online)
Aggressive or menacing behavior towards people or animals
Destruction of practice property
Physical abuse
Harassment by repeated calls or messages
Unrealistic expectations of care despite being informed of staff availability and capability
Any objectionable behavior disrupting business and/or disturbing team members either in person, via the phone, online, or other modality

RESPONSE TO ABUSIVE BEHAVIORS

Established clients of Aggieland Veterinary Services are expected to abide by the expectations detailed above. We reserve the right to terminate the Veterinary-Client-Patient-Relationship with any client who, in our judgement, violates this policy. Termination of services may occur at any time without prior notice, and no further services will be offered to the client or members of the household/facility.

Copies of medical records will be sent to the client’s mailing address on file within 7 days following notice of termination, at which time no further communication will be permitted. Medical records will be maintained with the practice for the required duration of time in accordance with state law. Additional requests to have medical records transferred to another veterinary clinic must be received in writing. Processing may take up to 14 days and are subject to processing fees.

Potential clients of Aggieland Veterinary Services are also expected to abide by the expectations detailed above. We reserve the right to refuse services to anyone who, in our judgement, violates this policy. This includes cancellation of scheduled services without a refund of deposits paid (if applicable).

CLIENT CONDUCT POLICY

CLIENT ETIQUETTE STANDARD

RESPONSE TO ABUSIVE BEHAVIORS

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