Client Rights and Responsibilities

At Janssen Veterinary Clinic, we are dedicated to providing exceptional veterinary care for both companion animals and equine patients in a respectful, compassionate, and collaborative environment. We believe that a strong partnership between our veterinary team and our clients is essential to achieving the best possible outcomes for all animals under our care. This document outlines your rights and responsibilities as a valued client of our practice and defines the mutual expectations that guide our relationship.

JVC Responsibilities to our Clientele:

• As our client, you have the right to be treated with professionalism, dignity, and courtesy by all members of our staff.
• You are entitled to clear and honest communication regarding your animal’s health, diagnosis, treatment options, and prognosis—whether that animal is a dog, cat, or a horse. We are committed to helping you make informed decisions about your animal’s care.
• You also have the right to decline treatment, seek a second opinion, or transfer care at any time.
• Your privacy is important to us, and we will protect the confidentiality of your personal data and information.  Our privacy policy can be found at jvc.vet/privacy-policy.
• Your animal’s veterinary medical condition and medical record are confidential, and we will not release or discuss them with any person other than you or other veterinarians involved in their care or treatment without the your authorization.  Legal exceptions to this statement can be found at jvc.vet/confidentiality. 
• JVC will provide service during business hours and facilitate help from specialty centers when the required treatment is beyond our scope of care.
• Copies of records will be provided upon request to facilitate continuity of care.

Client Responsibilities to JVC:

• We ask that you, in turn, treat our staff with the same respect and professionalism we strive to provide.
• Please supply accurate and complete information about your animal’s health history, current condition, and behavior.
• We expect clients to follow prescribed treatment plans and communicate promptly if difficulties arise, whether medical, logistical, or financial.
• Punctuality is appreciated for all appointments, and we ask that you notify us as soon as possible if you need to cancel or reschedule.
• For boarded horses, it is understood that the trainer or barn manager has permission to request services unless other prior arrangements have been made.
• Payment for services is expected at the time of care unless a prior agreement has been made. Please note that for boarded horses, an unpaid balance can put the clinic doctor in the difficult position of having to refuse services during routine care appointments for the entire stable.
• Clients should understand the Veterinary-Client-Patient Relationship and its significance. Details can be found at jvc.vet/vcpr/.
• Please respect the privacy of our staff after hours. If you have acquired a team member’s personal phone number, please do not use it for medical or emergency purposes.  The emergency processes we have in place are designed to get help to you as quickly as possible.
• We maintain a zero-tolerance policy for abusive, threatening, or disrespectful behavior in person, over the phone, or online.

While we aim to maintain long-lasting, respectful relationships with our clients, there may be circumstances in which the professional relationship needs to come to an end. Janssen Veterinary Clinic reserves the right to discontinue services if the trust, safety, or cooperation necessary to provide appropriate veterinary care is compromised. This may include repeated disrespectful or aggressive behavior, refusal to follow medical recommendations that place an animal’s health at risk, failure to meet financial obligations, or a communication breakdown that interferes with care. In this case, we will provide written notice of termination and, when appropriate, continue to provide limited emergency care for a reasonable period to allow time for the client to secure a new provider. Medical records for your animal(s) will be made available upon request.

We are honored to be entrusted with the care of your animals both large and small and are committed to upholding the highest standards of veterinary medicine. By working together in mutual respect and understanding, we can continue to provide safe, compassionate, and quality care for your animal companions and equine partners.