Client Rights & Responsibilities
Our Commitment to You
At Best Pets Animal Clinic and Pet Wellness Vet Center, we believe the best veterinary care happens when pet owners and veterinary teams work together. Guided by our DRIVEN HEARTS values, we strive to create an environment built on trust, respect, education, accountability, and compassion.
Our mission is simple:
To make life better for pets, easier for owners, and rewarding for our team.
Client Rights
As a client of Best Pets Animal Clinic and Pet Wellness Vet Center, you have the right to:
Compassionate Care
Receive compassionate, professional veterinary care delivered with kindness, respect, and genuine concern for both you and your pet.
Respect and Dignity
Be treated courteously and respectfully by every member of our team regardless of age, race, religion, gender, disability, sexual orientation, or socioeconomic status.
Qualified Veterinary Professionals
Receive care from appropriately licensed veterinarians and trained veterinary professionals who are committed to continuing education and providing high-quality medical care.
Clear Communication
Receive honest, timely, and understandable information regarding your pet’s health, treatment options, diagnostic recommendations, and prognosis.
Informed Decision-Making
Actively participate in your pet’s healthcare decisions and receive information necessary to make informed choices regarding recommended services and treatments.
Transparent Estimates
Receive treatment plans and financial estimates whenever possible prior to services being performed and have the opportunity to ask questions before approving care.
Privacy and Confidentiality
Expect that your personal information and your pet’s medical records will be handled responsibly and in accordance with applicable privacy regulations.
Accessibility and Accommodation
Request reasonable accommodations that allow you to access veterinary care and communication effectively.
Feedback and Resolution
Share compliments, concerns, or complaints and receive a fair, objective, and timely response from our leadership team.
Client Responsibilities
As a client of Best Pets Animal Clinic and Pet Wellness Vet Center, you are responsible for:
Providing Preventive Care
Being an advocate for your pet’s health by maintaining routine wellness visits, vaccinations, parasite prevention, dental care, nutrition, exercise, and other recommended preventive healthcare measures.
Treating Others with Respect
Communicating respectfully with our team members, other clients, and visitors. We are committed to maintaining a safe, professional, and positive environment for everyone.
Honest and Accurate Communication
Providing complete and accurate information regarding your pet’s medical history, medications, lifestyle, symptoms, and any concerns you may have.
Understanding Your Pet’s Care Plan
Reviewing estimates, treatment plans, discharge instructions, consent forms, and recommendations, and asking questions whenever clarification is needed.
Participating in Your Pet’s Care
Working collaboratively with our veterinary team to carry out agreed-upon treatment plans, including follow-up appointments, monitoring, medication administration, and at-home care.
Following Clinic Policies
Following clinic policies related to appointment scheduling, cancellations, prescription refills, patient safety, and maintaining control of pets while on hospital property.
Financial Responsibility
Honoring financial obligations for services provided and adhering to payment policies communicated by the hospital.
Maintaining Updated Contact Information
Keeping your contact information current so we can communicate important medical information, reminders, and treatment recommendations.
Constructive Feedback
Sharing concerns directly with our team whenever possible so we have the opportunity to address issues, improve, and continue providing exceptional care.