Rights and Responsibilities of Clients
and the Texas A&M Veterinary Medical Teaching Hospital
We understand that having a sick or injured animal is stressful. The Texas A&M Veterinary Medical Teaching Hospital’s in-clinic team is working hard to serve you and your animal with courtesy, compassion, and respect. We ask that you treat our team with the same courtesy, compassion, and respect so that we can properly attend to the needs of your animal.
Unprofessional, disrespectful, or aggressive language or behavior from either one of our team members or an owner will not be tolerated. This includes failure to respond to instructions and safety recommendations. In extreme cases, we reserve the right to refuse treatment and require that disruptive or dangerous people leave our facility.
Partnership, trust, and mutual respect are essential to successful veterinary care, and we look forward to sharing in that trusting partnership with you.
| We will honor these rights for our clients. You have the right to: | We ask that our clients honor these responsibilities. You will: | |
| Receive high-quality, compassionate, considerate veterinary care. | Show respect toward other clients, clinicians, students, and hospital staff by being kind and polite and sharing a mutual understanding while engaging with all members of our patient-care team. | |
| Receive care from licensed veterinarians and veterinary technicians as well as highly trained veterinary students who are closely supervised by veterinarians and veterinary technicians. | Recognize that we are a teaching hospital and that your animal will be cared for by a team that includes veterinary students, veterinary technicians, and veterinarians (including interns, residents, and faculty members). | |
| Speak in confidence with your care providers and have your animal’s healthcare information protected. | Minimize the risk of bites, scratches, and disease transmission by limiting your own and your animal’s interactions with other Hospital clients, as instructed by Hospital staff and posted signage. | |
| Know your animal’s diagnostic and treatment alternatives; the risks and benefits of each alternative; prognosis; and diagnosis as that information becomes available to your care providers. | Provide relevant, accurate, and complete information about your animal’s health and medical history. | |
| Participate in and make decisions about your animal’s care. | Work collaboratively with our care providers to choose a plan for your animal’s care. | |
| Decline diagnostic or treatment recommendations as well as discuss the potential medical consequences of declining recommendations. | Recognize the reality of risks in all medical and surgical procedures as well as recognize the limits of the science of veterinary medicine. | |
| Receive acurate and easily understood information about your animal’s illness, possible treatment plans, and potential outcomes. If English is not your native language, we will attempt to provide language assistance so that you can understand. | Ask the medical team for clarification when you do not understand medical terms, diagnostic or treatment recommendations, or instructions for at-home care. | |
| Receive prompt verbal instructions about follow-up health care after your animal’s visit. A written visit summary will also be provided after all information is available. | Follow your animal’s plan of care after discharge from the hospital and tell our care providers if you are unable/unwilling to follow the plan of care; our care providers will discuss alternatives and the potential medical consequences of not following the recommended plan. | |
| Obtain accurate and easily understood information about Hospital policies, including payment policies. | Abide by state laws and administrative and operational policies including visiting hours; leash, crate, or halter requirements; safe unloading requirements; payment policies; appointment scheduling and cancellation policies; and any temporary or permanent policies made necessary by unforeseen circumstances. | |
| Receive an estimate for the costs of recommended testing, treatment, and hospitalization. | Meet your financial obligation for the Hospital services provided, including the initial examination and associated fees, unless otherwise specified at the time of visit. | |
| Request that a specific individual (family member/friend, and/or veterinarian) be notified that your animal is in care of the Hospital. | Provide accurate information regarding all responsible parties. Our care providers will communicate with you and with your primary veterinarian. You will transmit information from your care provider to other involved parties. | |
| Approve or decline for your animal to participate in clinical studies for which they are eligible. | ||
| Get a fair, fast, and objective internal review of any concerns or complaints that you submit through appropriate channels. | Use the Hospital’s client feedback processes to address issues that may arise and clearly communicate your needs. |
If you have any questions about these rights and responsibilities, please contact any member of your animal’s care team.
Posted: April 12, 2024
