Client Rights and Responsibilities

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.
  • 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.