Client Rights & Responsibilities

Frequently asked questions

As a client, you have the right to...

• Receive accurate, clear, and unbiased information about your pet’s health

• Understand the reasons behind our medical recommendations and decisions

• Be informed about your pet’s diagnosis, prognosis, and treatment options, including potential risks and benefits

• Receive cost information before services are performed

• Participate in decisions about your pet’s care, including the choice to decline recommended treatment

• Receive an explanation if our team is unable to provide treatment or a specific service

• Share your questions, concerns, thoughts, and wishes and have them heard by our team

• Be treated with consideration, respect, and compassion

• Have any concerns or problems reviewed fairly and objectively

• Know that your personal and pet medical information is handled confidentially

• Receive respectful communication about your time, including updates about anticipated appointment or follow-up delays

As a client, you are responsible to...

• Provide complete, accurate, and up-to-date medical and behavioral information about their pet, including prior medical records when available

• Communicate with our team in a respectful and considerate manner

• Ask questions and share any concerns about your pet’s care or recommendations provided

• Fulfill financial responsibilities and agreed-upon payment policies for services rendered

• Respect our scheduling and appointment policies to help us care for all patients efficiently

• Work together with your pet’s care team to follow agreed treatment plans, including follow-up visits and at-home care instructions

• Understand that behavior inconsistent with these client rights and responsibilities may result in the termination of the veterinary-client-patient relationship with PetCare Clinic

Scheduling Policy

PetCare Clinic is an urgent care walk-in veterinary clinic, and appointments are not required. Walk-in patients are welcome during our business hours and will be seen based on medical priority and availability. For added convenience, appointments may also be arranged by phone, text, or through our website. Please contact us at (253) 445-0808 to schedule ahead if preferred.

While we are able to treat many urgent medical concerns, PetCare Clinic is not a 24-hour emergency hospital. If your pet requires emergency care outside of our regular business hours, please contact one of our recommended after-hours emergency veterinary hospitals.

To help accommodate urgent cases, we reserve availability each day for pets needing prompt medical attention. Wait times may vary depending on patient volume and the severity of incoming cases.

Our doctors are not available for consultations outside of scheduled visits. Messages left by phone, email, or text will be reviewed by a member of our team, and responses may take up to 72 hours. If your pet has an urgent medical concern or you would like to speak directly with a veterinarian, please call or text (253) 445-0808 so we can assist you as quickly as possible.

Client Conduct & Staff Respect Policy

Questions and concerns at PetCare Clinic may be addressed by our experienced and highly trained client service representatives, licensed veterinary technicians, veterinary assistants, and support staff. Every member of our team plays an important role in your pet’s care and should be treated with the same courtesy and respect extended to our veterinarians.

When a team member provides information, instructions, or medical guidance, you can feel confident they are communicating under the direction and authorization of our doctors.

PetCare Clinic is committed to maintaining a safe, respectful, and professional environment for our clients, patients, and staff. Threats, harassment, aggressive behavior, or acts of violence toward any member of our team will not be tolerated and may result in removal from the premises and notification of local authorities.

Late Pick-Up Policy

PetCare Clinic closes promptly at 5:00 p.m. Clients are expected to pick up hospitalized pets prior to closing unless other arrangements have been approved by our team in advance.

A 15-minute grace period after closing will be allowed for unexpected delays. If a pet is picked up more than 15 minutes after closing, or if circumstances require staff members to remain after business hours, a late pick-up fee of $50 per hour may be applied. Additional fees may also apply for extended hospitalization or continued patient care as needed.

This policy helps us respect our team’s time while ensuring all hospitalized pets continue to receive safe and appropriate care.

Veterinary-Client-Patient-Relationships (VCPR)

By Washington state law and under WAC 246-933-200, in order to provide care for your pet, we must establish a veterinary-client-patient relationship (VCPR). Under Washington regulations, this means that a licensed veterinarian has recently examined your pet and has sufficient knowledge of their health and medical condition to provide appropriate care and treatment. A valid VCPR is required when requesting prescription refills, prescription diets, medical advice, or veterinary services. Without a legally valid VCPR, we are unable to diagnose, prescribe medications, or provide certain medical services for your pet.

Medical Records

You are entitled to receive a complete copy of your pet’s medical records at any time, including for adoption purposes, housing verification, boarding or daycare requirements, training programs, specialty referrals, or transferring care to another veterinary provider. Upon request, medical records will be provided or transferred within 72 hours. Record requests and transfers may only be authorized by the listed owner(s) on the account. If the veterinary-client-patient relationship (VCPR) is terminated, we will transfer your pet’s records to the veterinary facility of your choice upon your request.

Can I Return Prescription Medications?

In accordance with Washington pharmacy regulations under WAC 246-945-485, prescription medications and products cannot be returned for refund or resale once they have left the clinic, as product integrity and storage conditions can no longer be guaranteed. This policy helps protect the safety and well-being of all patients.