Animal Health Clinic has a duty to ensure the safety and welfare of our staff. We reserve the right to refuse service to anyone at any time.
We are committed to dealing with all clients fairly and impartially and to providing a high standard of service. However, we do not expect our staff to tolerate behavior by clients which is clearly unacceptable (e.g. abusive, offensive or threatening) and may take action to protect our staff from that behavior. In situations where a client is clearly demonstrating unacceptable behavior to a staff member, we will support the employee to protect themselves from physical and/or emotional trauma.
For example, if a client is on the phone cursing and/or yelling at an employee, that employee has the right to explain to the client that we will not tolerate being spoken to with that language and if it continues, the phone call will be ended. If aggression continues, the practice manager or doctor may terminate the business relationship with that client.
Any threat of violence to any of our staff members will not be tolerated.
In summary, when we consider that a client’s behavior is unacceptable we will tell them why that is so and will ask them to change it. If a client continues to behave in a way which is unacceptable, we may decide to terminate the business relationship with that client.
Terminating the business relationship with a client will be performed by management or doctors.
In any situation in which an employee does not feel comfortable, they are encouraged to refer the client to the practice manager or business owner. We will gladly send a terminated client’s medical records to another veterinary clinic upon request.