client rights responsibilities

Client Rights & Responsibilities

Please take a moment to review our client rights and responsibilities information and our hospital policies regarding appointments, payment, and conduct below!

  • Accurate, clear, and impartial information regarding your pet’s health
  • Receive full explanations about our decisions
  • Know your pet’s diagnosis, prognosis, and treatment options, including the risks and benefits, based on our capabilities and resources
  • Be informed of the costs of services we provide in advance of them being performed
  • Participate in decisions regarding your pet’s care, including declining treatment options presented
  • A full explanation for why our staff may decline to treat your pet or provide a specific service
  • Share your questions, concerns, thoughts, or wishes and have them heard by our team
  • Considerate, respectful, and compassionate care and communication from our team
  • A fair and objective review of any concern or problem
  • Assurance that your personal and medical information is handled in a confidential and private manner
  • Receive respect for your time and communication regarding any anticipated delays related to your appointment or follow-ups
  • Disclose relevant, accurate, and complete medical and behavior history to our team, including previous medical records
  • Maintain a respectful and considerate demeanor when communicating with any member of our team
  • Share questions or concerns about anything we’ve discussed or left unaddressed
  • Honor your financial obligations and payment policies agreed to when your pet receives care
  • Help us provide care to other patients by abiding by our scheduling and appointment policies
  • Work collaboratively with your pet’s care team to develop and perform the agreed-upon treatment plan, including any necessary follow-up visits and at-home care
  • Be aware of the consequences for actions or behavior inconsistent with this client rights and responsibilities document, including the termination of the veterinary-client-patient-relationship with Cornerstone Veterinary Hospital of Clifton Park

Appointments can be arranged by phone or text, (518) 383-6254, or on our website HERE. For emergency care outside of our business hours, please contact Capital District Veterinary Referral Hospital in Latham at (518) 785-1094.

We see patients by appointment only. Walk-ins will be triaged and scheduled to the next available appointment time or referred to a local veterinary emergency hospital. Cornerstone Veterinary Hospital is not an emergency hospital but may have availability to treat urgent medical issues. We set aside appointments each day for urgent medical issues. 

Please note, if we are currently at maximum capacity providing care for other patients, we will refer you to Capital District Veterinary Referral Hospital or Upstate Veterinary Specialties in Latham.

Our veterinarians are not available for consultations outside of scheduled appointments.  Messages left for our veterinarians (via phone calls, emails, or texts) will be responded to within 72 hours by a member of our hospital team. If you would like to speak directly to a veterinarian or if you have an urgent concern regarding your pet, please call (518) 383-6254 to schedule an appointment. 

Please arrive 15 minutes prior to your scheduled appointment time. This allows our team to complete the check-in process and allows your pet to acclimate to their surroundings prior to being examined by the veterinarian. A grace period of 5 minutes will be permitted for unforeseen delays you may encounter while traveling to Cornerstone Veterinary Hospital for your pet’s appointment. If you arrive more than 5 minutes after your scheduled appointment time, you may be asked to reschedule to the next available appointment time. This process helps ensure that clients arriving on time are seen in a timely manner.

Our goal is to provide care to any patient that needs it. We understand that sometimes things happen, and you may be unable to keep your scheduled appointment. If you find yourself in this situation, please notify us at least 48 hours in advance so that we are able to help another patient in need. Appointments canceled less than 48 hours from the scheduled start time will result in needing to prepay a deposit when you schedule your pet’s next appointment. If this prepaid appointment is kept, your deposit will be applied to the invoice. If this prepaid appointment is not kept, your deposit will be forfeited.

Questions and concerns will be handled by our team of highly qualified and knowledgeable client service representatives, licensed veterinary technicians, veterinary assistants, and lodging assistants. All team members should be treated with the same respect as that provided to our doctors. If team members are relaying advice or information, rest assured you are talking to someone who has been authorized and trained by the doctors to provide the advice or information you are receiving. Threats, threatening conduct, or any other act of aggression or violence will not be tolerated and will be immediately reported to the proper authorities.

By law, in order to provide care for your pet we must establish a veterinary-client-patient-relationship, or VCPR. This is defined by the New York State Education Department Office of Professions to mean, among other things, that we have physically examined the patient in question within the past 365 days. This is important to note when requesting refills of prescription medication or food, asking questions regarding health status or behavior, and requesting any services. We cannot provide these services if we do not have a legally valid VCPR.

You are entitled to a complete and thorough copy of your pet’s medical records at any time, including transferring them to a third party for adoption of new pets, housing verification, or scheduling of lodging, daycare, training, or veterinary medical specialist appointments. Pet records will be transferred at your request within 72 hours. Record transfers may only be made by the listed owner(s) on the account. Upon termination of a veterinary-client-patient-relationship, we will transfer your pet’s records to a veterinary facility of your choice.