Client Services Agreement

Thank you for choosing Williamson County Animal Hospital WCAH) to provide veterinary care for your animals!  Our mission is to provide affordable and advanced lifelong care for our patients, while addressing the needs of their people. For us to best carry out our mission, it is important to outline  a few important expectations in our relationship with our clients.

Acknowledgement of the elements of this Clients Services Agreement below is required for initial and continued veterinary care at Williamson County Animal Hospital. Please read each section below thoroughly and carefully.

   1. Williamson County Animal Hospital operates within a “Veterinarian-client-patient-relationship (VCPR) as defined by the American Veterinary Medical Association.  It is the basis for interaction among veterinarians, their clients, and their patients.

 · A VCPR is present when all the following requirements are met:

1) The veterinarian has assumed the responsibility for making clinical judgments regarding the health of the patient and the client has agreed to follow the veterinarians' instructions.

2) The veterinarian has sufficient knowledge of the patient to initiate at least a general or preliminary diagnosis of the medical condition of the patient.

o  This means that the veterinarian is personally acquainted with the keeping and care of the patient by virtue of a timely examination of the patient by the veterinarian, or medically appropriate and timely visits by the veterinarian to the operation where the patient is managed.

3) The veterinarian is readily available for follow-up evaluation or has arranged for the following: veterinary emergency coverage, and continuing care and treatment.

4)  The veterinarian provides oversight of treatment, compliance, and outcome.

5)  Patient records are maintained.

·   For WCAH to provide the best care possible, we need to have seen your pet within the past year.

·  Prescription medications and prescription food cannot be prescribed, and specific advice may not be provided if the VCPR is not current.

2.      Financial Agreement

· I agree to pay for services rendered at the time they are provided, without exceptions.

·  I guarantee that funds are available at the time of service when paying with check.

· Valid payment forms include cash, check, debit card, credit cards including VISA, MasterCard, Discover, and Care Credit.

· I understand that Williamson County Animal Hospital will not store my payment information, including credit or debit card number(s).

· Payment by Personal Check

-Payment by personal check is limited to local banks and clients with local physical addresses (no P.O. boxes).

-Payment by personal check requires me to provide a valid government-issued ID for photocopying and my date of birth.

· In the case of a payment being returned due to not having sufficient funds, I assume full financial responsibility for the original payment amount, service fee, and the bank’s returned check fee of fifty (50) dollars, and I forfeit the ability to pay with a check again in the future.

· I understand that failure to rectify unpaid balances may result in forwarding my  account to a collections agency and/or termination of the veterinarian-client-patient relationship.

3. First come, first served policy

· WCAH is primarily a “walk-in” animal hospital and generally follows a “first come, first served” policy when clients check in for our services.  However, there may be circumstances such as when a patient arrives with an urgent or emergency condition and the patient must be seen ahead of the line.

·  There may be situations that may make it appear that a patient is seen out of turn.  These situations may include but are not limited to 1) scheduled surgery, 2) scheduled dental procedure,  3) follow-up visit that does not require a patient to be seen by a veterinarian, or 4) a technical procedure that does not require a doctor visit.

· During high patient volume days, we strive to accommodate as many patients as possible who arrive for service.  If we have reached our patient capacity for the day, it may become necessary for WCAH to limit sign-ins for our daytime services if it appears that we may not be able to accommodate all who seek service before we close and/or Urgent Care services begin.  Should this occur, I understand that I may be offered the chance to join the line to be seen by the Urgent Care staff, return for service another day at a time when the patient volume is lower, or seek care from another veterinary provider.

4. Client Rights and Responsibilities

·  I have a right to my pet’s medical records.  Simply ask and we will provide them.

· I have a right to understand the various treatment options and have a say in the treatments that are provided.

· I have the responsibility to provide us with a full and detailed past and current medical history including the patient’s vaccination status

· I have both the right and responsibility to collaborate with my WCAH veterinarian in the treatment and care of my pet to ensure the best outcomes possible.

· I understand that WCAH is not a 24-hour care facility and that it does not provide 24-hour monitored care.

· I understand that if my pet is deemed to be in a critical condition, that I may be advised to transport my pet to a local 24-hour emergency hospital.

· I understand that if my vet recommends supervised overnight observation and I decline to transfer to a local 24-hour facility, I may choose to take my pet home even though it may be against the professional recommendations of WCAH.

· I understand that if I refuse to follow the advice and course of treatment or non-treatment recommended by my WCAH veterinarian(s), I may be referred to another veterinary provider. I further acknowledge that WCAH may refuse to provide or continue to provide treatment(s) that are not recommended or in the best interest of the animal.

5. Behavior Expectations

 Our ability to provide you with the highest quality of care at the most reasonable costs possible requires kindness, cooperation, understanding, and mutual respect.  Our ability to provide the best care is also dependent upon our ability to maintain a healthy environment in which our veterinarians and support staff can work and thrive for the benefit of your pets. To encourage and help ensure this, we have established a code of conduct for all Williamson County Animal Hospital clients.

 · We kindly ask for understanding, patience, and empathy.  Our staff may be greeting a client’s new puppy or kitten in one moment and guiding a client family in the euthanasia of their long-time companion the next, while managing a medical emergency in between.  We strive to be empathetic.  We ask that you do the same.

 We have a zero-tolerance policy for the following behaviors:

 · Refusal to pay for products and/or services

· Any form of harassment including but not limited to discriminatory comments and/or actions, intimidation tactics and/or threats, yelling, or cyberbullying.

· Verbal abuse, verbal threats, physical abuse, profanity, or any degrading comments directed at any member of our staff, veterinarians, or fellow clients.

 Patient/Pet Owner/Co-Owner Disputes

 · Although these situations are rare, WCAH will not allow itself to be placed in the middle of co-owner disputes.  We will always side with the best interest of the animal.  Clinical decision-making rests with the person presenting the animal for treatment. 

· The person presenting the animal for treatment is also responsible for full payment for services at the time services are rendered. 

·WCAH reserves the right to refuse to treat if an amicable treatment path forward cannot be determined.

 This policy is strictly enforced.  Non-compliance will result in corrective actions, up to and including being asked to leave the property, and/or terminating the veterinarian-client-patient relationship.

6.  Current and Future Visits

· I understand this agreement covers my entire account with Williamson County Animal Hospital and Williamson County Animal Hospital Urgent Care and all animals listed in my accounts for current and future visits and is subject to change anytime.  This agreement automatically renews each subsequent visit that I bring my animals to WCAH unless a new agreement is executed.

· I understand that I can request a copy of the Client Services Agreement at any time and can review the most current version of this policy on the WCAH webpage.

The health and well-being of your animal is extremely important to us.  Our goal is to provide the best care possible for you and your pets.  Thank you for choosing Williamson County Animal Hospital as your pet’s healthcare provider!