At the UF Veterinary Hospitals, we strive to create a positive and welcoming environment for all clients and their pets. We believe that mutual respect and clear communication are essential to achieving this goal. By agreeing to these behavior standards, we can create a positive and respectful environment where everyone feels comfortable and heard. Thank you for your cooperation in making the UF Veterinary Hospitals a welcoming and compassionate place for all.
As a client, you have the right to:
- Considerate, respectful, and impartial care from every doctor, student, staff member, and volunteer.
- Clear and timely communication regarding appointments, treatments, and any other concerns or questions.
- Accurate and easily understood information about your animal’s health and hospital policies, including payment policies.
- Receive assistance if English is not your primary language, if you have a physical or mental disability, or if you don’t understand something, so you can make informed decisions.
- Know your animal’s diagnosis, prognosis, treatment alternatives, and the risks and benefits of each alternative.
- Participate in decisions about your animal’s care.
- Decline treatment, and to receive a full explanation of decisions on the part of veterinarians to decline treatment.
- A clean and safe environment for you and your animals.
- Ethical guidelines and confidentiality regarding personal and patient information.
- Fair, fast, and objective review of a complaint you have regarding the UF Veterinary Hospitals.
As a client, you are responsible for:
- Communicating in a considerate and respectful manner to our doctors, students, staff, and volunteers.
- Following hospital rules and regulations that apply to patient conduct, such as:
- Not smoking on hospital grounds.
- Acting with respect for hospital property.
- Refraining from the use of inappropriate language such as cursing or swearing.
- Refraining from behavior and language that threatens patients, families and staff with bodily injury, fear and intimidation.
- Please do not use words, actions or behaviors that are threatening to oneself or others. This includes words, actions or behaviors that reflect an intention to instill fear in another person or the intent to cause physical or mental harm that could lead to psychological or physical harm of another person.
- Treating all staff members and other clients with respect and kindness.
- Keeping appointments or canceling in a timely fashion.
- Ensuring healthy habits in your animal, such as exercise and a healthy diet.
- Disclosing relevant, accurate, and complete information about your animal’s health and history.
- Keeping control of your animal and their belongings (for example: keep dogs on non-retractable leashes; cats and small animals in safe carriers; and do not leave any irreplaceable belongings at the hospital).
- Recognizing the reality of risks and limits of the science of veterinary medicine.
- Meeting financial responsibilities.