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Clients and Responsibilities

  • At Mountainside Animal Hospital, we are committed to our mission to provide the highest standards of health care to the pets we serve while investing our knowledge in pet owners for a healthier and better tomorrow.
    What you can expect from us:
    ✔ To be treated with professionalism, compassion, honesty, and respect - free from discrimination.
    ○ We have a zero tolerance policy for abusive behavior towards clients and pets.
    ✔ That our priorities are your pet, your needs, and public safety.
    ✔ Knowledgeable veterinary care for your pet.
    ✔ To receive information you can understand and to help you make choices for your pet.
    ✔ The ability to request a written prescription or your pet’s medical records.
    ✔ Privacy and confidentiality, unless you ask otherwise or it’s required by law.
    ✔ That your positive or constructive feedback is welcome.
    ✔ To get notice from us, contact information for other veterinarians, and transfer of your pet’s care
    if we can’t treat your pet anymore.
    What we ask in return:

    ■That our team and other clients are treated with professionalism, compassion, honesty, and respect - free from discrimination.
    ○ We have a zero tolerance policy for abusive behavior towards our team.

    ■For you to be upfront and honest with our team, including:
    ○ That you share information:
    ■ Providing (or grant us permission to request) your pet’s complete medical records.

    ■ Answer our team’s questions and give us any information you think is important
    about your pet’s health or our team’s safety (especially a history or biting, scratching, etc.).

    ○ That you share questions, challenges, or concerns about anything we’ve discussed, left unaddressed, or with any treatments. For your respect of our schedule and understanding that medical care can be unpredictable.
    ○ It is the policy of the practice to monitor and manage appointment no-shows, late cancellations and Late Arrival. Mountainside Animal Hospital’s goal is to provide excellent care to each patient in a timely manner. If it is necessary to cancel an appointment, we ask that you call or leave a message at least 24 hours before your appointment time. Notification allows us to better utilize appointments fro other patients in need of prompt medical care.
    ○ A one-time courtesy will be given for less than 24 hours notice, however, subsequent infractions will be charged a fee and you may be required to make a deposit in order to schedule future visits.
    ■ “No Show” means any client who fails to arrive for a scheduled appointment.

    ■ “Late Cancellation” means any client who cancels an appointment less than 24 hours before their scheduled appointment.

    ■ “Late Arrival” means any client who arrives at the clinic 10 or more minutes after the expected arrival time for the scheduled appointment. You understand that if you are late to your appointment we may not be able to see your pet.

    ○ All New Clients are required to pay a deposit (the cost of the exam fee) in order to schedule. This deposit is refundable with a 24 hour notice of cancellation.
    That you will only allow people whom you trust to get information, make medical decisions, and provide payment for your pet to accompany your pet to appointments. Due to time constraints, we generally cannot repeat conversations with multiple people. In the event that the conversation needs to be repeated to additional parties, a fee may apply. That you provide payment at the time of service.

    ○ We accept Visa, Mastercard, American Express, Discover, Care Credit and Scratch Pay.
    ○ We do not accept cash or checks.
    ○ We offer in-clinic payment plans for our Preventive Care Plans only. That you provide your feedback. ○ We know this can be hard, but please bring any concerns to our team or practice leadership right away so that we can improve our clients’ and patient’s experiences.
    ○ Reviews and referrals are greatly appreciated!
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