Policies and Scope of Services
 

1. Establishment of Veterinary-Client-Patient Relationship (VCPR):

By signing this consent form, you acknowledge and agree that a valid Veterinary-Client-Patient Relationship (VCPR) will established between SKVH and you as the client for the care of your pet(s) once your pet is seen by the vet. In case of emergencies, the VCPR is only for the specific issue that your pet is coming in for. For further care, the veterinarian decides if to take your pet on as a regular patient. This relationship will be maintained as long as there is regular interaction through a consultation with the veterinarian once a year, and it will be considered terminated if regular contact and care are not maintained, or if either party decides to terminate the relationship in writing. To reinitiate this relationship, you can contact us back.

2. Scope of Services:

- Comprehensive Examinations: We will conduct physical examinations of your pet(s) as part of routine care or when specific health concerns arise.

- Preventative Care: We offer vaccinations, parasite control, dental care, and nutritional counseling to maintain the overall health and well-being of your pet(s).

- Diagnostics: Our practice provides in-house laboratory testing, imaging, and other diagnostic services as needed to accurately assess your pet’s health.

- Treatment Plans: Based on the findings from examinations and diagnostics, we will create and discuss a treatment plan tailored to your pet’s needs. This may include medication, surgical procedures, dental procedures or referral to a specialist if necessary.

- Emergency Care: During our business hours, we provide urgent care services. For after-hours emergencies, you will be directed to an appropriate emergency facility.

- Client Education: We commit to educating you on your pet’s health, treatment options, and preventative measures to ensure informed decision-making.

3. Cancellation / Rescheduling Policy:

A business day is a day when we are open for work.

- Consultation or Exam Appointments: If you want to cancel or change a consultation or exam appointment, you'll be charged a fee equivalent to the cost of the appointment if you don't give us at least 3 business days' notice before the appointment. However, if you cancel at least 3 business days before the appointment, there is no fee. Appointments booked less than 3 business days in advance cannot be canceled or rescheduled once payment is made.

- Surgery Appointments: For surgery appointments, a $295 fee applies if you don't provide at least 10 business days' notice before the surgery. If you cancel at least 10 business days (or 14 regular days) before the surgery, there is no fee. A $295 deposit is required to book a surgery, which also serves as the cancellation fee. Surgery appointments booked less than 3 business days in advance cannot be canceled or rescheduled once payment is made. The payment will be considered the cancellation fee and applied to your account.

- Cancellation Process: To cancel an appointment, you must speak directly with one of our staff members by phone. Voicemails, emails, or text messages are not accepted for cancellations. Failure to cancel appropriately will result in an invoice for the cancellation fee, which may be sent to collections if not paid. No exceptions.

4. Client Responsibilities:

- Accurate Information: You agree to provide accurate and complete information regarding your pet’s health, behavior, and any treatments provided by other veterinarians.

- Compliance with Treatment Plans: You agree to follow the recommended treatment plans, including administering medications and attending follow-up appointments as advised.

- Communication: Regular communication with our practice is essential to maintaining a valid VCPR. You agree to inform us promptly of any changes in your pet’s condition or if you seek care from another veterinarian.

- Financial Responsibility: You agree to be financially responsible for all services provided. Full payment is due at the time of service, including any charges/fees agreed upon by an authorized proxy. We accept Amex, Visa, Mastercard, e-Transfer, and cash. Our team is happy to provide a written treatment plan prior to services being rendered if requested by you.

5. Insurance:

We see many animals affected by conditions requiring intensive care, long-term medical therapy, or surgery. We recommend obtaining pet insurance for peace of mind. While we do not endorse any specific insurance company, popular options include Trupanion, Pets Plus Us, Petsecure, OVMA Pet Health Insurance, and Petplan.

6. Contacting via Email / Texting:

SKVH uses email, text, and our own hospital app to communicate reminders for your pet's healthcare needs. By acceptin, you provide permission for us to contact you via email, text, and/or our app regarding these reminders. You can unsubscribe at any time. Please note that we may not provide reminders for appointments or due services by mail. If you choose not to be contacted by email, text, and/or our app, we cannot guarantee timely reminders regarding your pet's health. If you choose not to provide permission to contact you digitally, please initial below to acknowledge that you understand and release SKVH from any liability related to notification (timely or otherwise) of your pet's healthcare needs.

7. Diagnosis:

I understand that I may not receive a final diagnosis for my pet. However, I will receive appropriate care according to the standard of care based on the current clinical signs.

8. No Guarantees:

As with human medicine, we cannot guarantee specific outcomes for your pet. Procedures involving anesthesia carry risks, including the possibility of death. In the event of an unforeseen outcome, you are still responsible for payment for services rendered. Unpaid bills may be sent to collections. Despite our best efforts, treatments may lead to a worsening of your pet's condition. We employ skilled staff and advanced technology, but pets can be unpredictable. You have the option to seek a specialist or second opinion. You permit necessary procedures and medications to be administered as needed. If you have any concerns, please ask. Some procedures may be performed by supervised veterinarians due to shortages. Unforeseen issues may lead to alternative treatments, and we will make every effort to contact you. However, life-saving actions may be taken without your consent if we are unable to reach you. You are responsible for all associated fees. Pets not claimed after services may be considered abandoned.

9. Opening & Closing Times:

When our practice is closed or veterinarians are unavailable, it is your responsibility to seek alternative care for your pet. Please check our timings at www.skvh.ca or contact us.

10. Harassment Prevention:

We maintain a professional environment. Any harassment or violence will be reported to authorities, and may result in a ban from our practice. Rude or abusive behavior may lead to the termination of your file, which may be shared with future veterinarians. I acknowledge that my file may be terminated immediately and forwarded to my next veterinarian's office (including communication and behavior) if I, or someone on my behalf, exhibit threatening behavior or engage in defamatory reviews, ratings, or statements. I also assume any and all liability for any provable or perceived damage caused to the hospital's reputation.

11. Non-Refundable:

There are no guarantees on recommendations, treatment, or medications. Medications cannot be returned, and we do not offer refunds for any services or products. Please choose carefully.

12. Recommendations and Updates:

Our recommendations are based on the current clinical signs. If new signs develop later, we are not responsible for any changes in advice. Please keep us updated to ensure accurate recommendations.

We provide treatment according meeting or exceeding standards of care but, as in human medicine, no guarantees can be made regarding the outcome.   

ANY INCIDENCE OF CLIENT AGGRESSION, BEING RUDE, HARASSMENT OF ANY TYPE, YELLING OR BULLYING MAY BE SHARED WITH PREVIOUS AND SUBSEQUENT VETERINARY CLINICS AS NECESSARY FOR SAFETY.  

As with most vet clinics, any consultations, medications, diagnostics, treatments or other items are NON-REFUNDIBLE.  

Rescheduling and Cancellation Fees apply (50% of the appointment fee, surgery fee, treatment fee.  

SKVH reserves the right to close a client's or patient's files at any time.