Client Rights & Responsibilities

At Southpaw Animal Clinic of Madison, we are committed to creating a safe, respectful, and collaborative environment for our clients, staff, and animal patients. To provide the highest quality of care, we believe in honoring both client rights and client responsibilities.

Your Rights as a Client

As a client, you can expect:

• Core Values – To experience each veterinary visit in alignment with our core values of STRIVE: Strength, Teamwork, Responsibility, Individuality, Vision, and Enthusiasm.
• Respect – To be treated with consideration, respect, and compassion by all members of our veterinary team.
• Credentialed Team – To receive care for your pet from appropriately licensed and credentialed professionals, including veterinarians, technicians, assistants, and students, in a safe and supportive environment.
• Informed Participation – To be an active, engaged, and informed participant in the care and treatment of your pet.
• Education – To feel empowered to make the best decisions for your pet’s care through clear education, information, and guidance from our team.
• Care Plans – To be provided with treatment plans and cost estimates in advance, with the right to approve or decline services at your discretion.
• Accommodations – To receive reasonable accommodations if you have disabilities or language barriers, so that you may fully participate in your pet’s care.
• Timely Review – To have any concern or complaint regarding your experience, it should be fairly and promptly addressed by our team.

Your Responsibilities as a Client

As a client, we ask you to:

• Healthy Habits – Support your pet’s well-being by ensuring healthy habits such as proper diet, exercise, routine preventive care, and vaccinations.
• Respect – Treat our veterinary team, other clients, and fellow patients with respect and courtesy at all times. Disrespectful, abusive, or disruptive behavior will not be tolerated.
• Communication – Clearly communicate your questions, concerns, and expectations before, during, and after your appointment.
• Operational Procedures – Follow clinic procedures, including leashing/crating requirements, appointment scheduling, prescription refill protocols, and safety guidelines within our facility.
• Understanding – Review and understand all consent forms and care plans before signing, and ask for clarification if you are unsure about medical terms or instructions.
• Collaboration – Work together with our veterinary team to develop and follow through on agreed-upon treatment plans, including necessary follow-up visits and at-home care.
• Financial Obligations – Honor your financial commitments and abide by our payment policies when your pet receives care.
• Feedback – Share feedback or concerns through appropriate channels so we can continue to improve your experience and our services.
• Sobriety at Appointments – Arrive in a sober and coherent state; we reserve the right to refuse service if an owner appears under the influence of alcohol or substances that may impair judgment.

Commitment to Partnership

We value your trust and partnership in caring for your pet. By respecting these rights and responsibilities, together we can ensure a positive experience and the highest level of care for your companion.