Client rights
As a client of the CSU Veterinary Health System, you have the RIGHT to:
- Considerate, respectful, and compassionate treatment from our veterinarians, technicians, students, and all supporting staff members.
- Accurate, clear, and timely information and communication regarding your animal’s health.
- Request assistance if a communication barrier hinders your ability to make informed decisions regarding your animal’s health.
- Receive care for your animal by a medical team overseen by a licensed veterinarian.
- Receive explanations of diagnostic and treatment options, including benefits and risks, to help you make informed choices for your pet.
- Participate in decisions about your pet’s care.
- Decline treatment.
- Talk in confidence with staff members about your animal’s health care.
- Obtain an objective internal review of any complaints regarding your experience at our hospitals.
- Receive estimates and invoices in a timely manner throughout the treatment period, within Veterinary Health System policy.
- Request and receive copies of your pet’s medical records for yourself and/or other veterinarian(s) whom you approve.
Client responsibilities
As a client of the CSU Veterinary Health System, you have the RESPONSIBILITY to:
- Always communicate respectfully, including being available for timely communications regarding your animal’s medical care.
- Disclose relevant, accurate, and complete information about your animal’s health and history to our staff.
- Disclose any of your animal’s behavioral issues that may affect patient and staff safety. Note: Any animal bite that occurs on CSU hospital property is required by law to be reported to Larimer County Animal Control.
- Keep control of your animal and their belongings (for example: keep dogs on non-retractable leashes; cats and small animals in safe carriers; and do not leave any irreplaceable belongings at the hospital).
- Notify staff as soon as possible if you will be late, unable to make your appointment, or need to reschedule. If you are late, your appointment may be rescheduled. We require a 48-hour notification for cancellations. A cancellation made fewer than 48 hours in advance is considered a no-show. Three no-shows may result in dismissal from our clinic.
- Respect our medical team’s time constraints and policies regarding visitation, phone, and email communication.
- Abide by our payment policies as stated in the financial consent presented at check-in.
- Show respect for other clients and their animals.
- Not be under the influence of substances that impede your ability to communicate or make medical decisions.
- Avoid using vulgar language and any form of harassment, threats, and discrimination toward staff and other clients.
- To not smoke, vape, drink alcohol, or use illicit drugs on CSU property.
For questions about our specific policies, please contact our Service Excellence team at [email protected] for a copy of our policies.