Code of Conduct & Zero Tolerance Policy
Since 1989 Fairland Animal Hospital has had the privilege of providing veterinary care to the pets of Silver Spring and surrounding areas. We strive to cultivate strong, meaningful partnerships with our clients to provide the best care possible. To ensure a positive experience for all parties, we ask that all staff and clients act in accordance with our hospital code of conduct.
Client Rights
As a client, you have the right to:
- Expect and receive appropriate and adequate diagnostics and treatment for your pet as determined by our facility capabilities
- Be treated with respect, care and compassion by all members of our staff
- Have medical and personal information held in strict confidence, and have copies of all medical
- records available upon request
- Participate in decisions about your pet’s care and be provided with resources when needed, and be informed about the risks and benefits associated with any diagnostic or treatment options
- Be informed, in advance, of any associated costs of all services, as well as payment options, free of assumptions
- Be able to approve or decline any medical services
- Be provided with information for after-hours care for local emergency and urgent care facilities
- Know who is providing your pet’s care, and be assured that the provided care is transparent, appropriate, competent, and complies with all applicable laws and regulations
- Receive prompt and courteous replies to all inquiries regarding the medical care and service you and your pet receive.
Client Responsibilities
As a client, we request that you:
- Arrive on-time for appointments or call ahead to notify staff of a late arrival, and understand if your appointment must be rescheduled due to late arrival time
- Provide as much relevant information as possible about your pet’s health and medical history
- Ask questions about your pet’s health status, records, recommended diagnostics or treatment options, or next steps if they seem unclear
- Let our team know right away if you have any concerns about the care your pet is receiving while under our care, so that we may take the appropriate steps to improve the experience
- Understand that our team may refer you to a local specialist or emergency department if we feel that we are not equipped to provide the level of care your pet may need
- Accept that veterinarians are legally and ethically bound to provide veterinary services strictly under the terms of a current veterinarian-client-patient relationship*
*A veterinarian-client-patient relationship, or VCPR, exists when your veterinarian knows your pet well and recently enough to diagnose and treat your pet’s medical condition, you have agreed to follow your veterinarian’s instructions, and other requirements for this relationship have been met as defined by applicable state and federal law.
To ensure a productive, safe and respectful experience for all, Fairland Animal Hospital has a zero tolerance policy for the following behaviors:
- Suspicion of being under the influence of alcohol or drugs
- Verbal abuse, harassment, discriminatory statements, profanity, disrespect or violence directed toward any member of the staff, client or patient
- Intimidation tactics or threats
- Failure to comply with requests of our staff, including the leashing or restraint of your pet
This policy is strictly enforced. If a client’s behavior is problematic or in violation of the VCPR, we reserve the right to take corrective measures, which may include termination of services, being asked to leave the premises, or the involvement of law enforcement.