Promise and Client Code of Conduct

We, at the VADER Clinic, promise to:

• Treat our patients, clients and community with respect, and dignity.
• Approach every interaction with honesty, kindness, compassion, and professionalism.
• Provide a safe and clean environment for our patients.
• Maintain a caring, comfortable, and safe atmosphere for our clients.
• Increase the knowledge and talent of our team to bring the highest level of comprehensive veterinary dermatological care to our patients.
• Increase the quality of life for our patients through reliable client education and relief of pain and discomfort.

We are committed to providing our clients and patients with the ultimate in veterinary care while maintaining a safe and healthy work environment.  To continue to improve the well-being of our staff, we have instituted a Client Code of Conduct:

• All VADER Clinic team members, clients, and patients must be always treated with respect.
• Pets must be leashed or in a carrier while in the parking lot, lobby, hallways, and any other area of the clinic where they may encounter other people and pets.
• Any major concerns regarding your pet’s care or our client services will be addressed respectfully with a member of the management team.
• We will endeavour to maintain punctuality for appointment times.

We have a zero-tolerance policy for the following:

• Verbal abuse; malicious or harmful statements about others; profanity or disrespect directed at any members of our staff.
• Any form of harassment including:
• Bullying and cyberbullying.
• Discriminatory comments and/or actions.
• Intimidation tactics and/or threats.
• Emotional blackmail (e.g. “I’m going to euthanize my pet if you don’t see him right away”).
• Public disclosure of another’s private information.
• Any other objectional behaviour that disrupts our business and disturbs our veterinarians, technicians, support staff, clients and/or patients.
• Failure to comply with the requests of our staff, including leashing/restraining your pet, wearing a mask, and administering any recommended oral pre-visit pharmaceuticals for a Fear-Free and pleasant experience.
• This policy is strictly enforced, and non-compliance will result in corrective measures being taken.
• We reserve the rightto discontinue services immediately in the event there is behaviour that fallsin and around the above-stated policy.
• To further review the need for these policies, please read the following: nomv.org/about/pet-parents/

Thank you for your understanding and cooperation.
The Dermatology Team at the VADER Clinic.