We will provide a consistent level of compassion and empathy to all pets and their owners.

We will treat pets with the same level of care we would have with our own.

We will always be willing to learn new things, from each other, our peers, our clients, and others in our profession.

We will be committed to continued education and staying abreast of the best possible standards of care and do our best to provide these services to your pet.

We will accept constructive criticism with an open mind and willingness to learn and improve.

We will stay on time to the best of our ability. If that’s not possible, we will provide clients with information regarding wait times at check-in or keep them updated while they are waiting in the exam rooms.

If we cannot provide care or have exhausted all of our options for treatment at BVC, we will provide clients with a list of recommended facilities who may be able to assist them.

We will approach conflicts with a level-head and calm demeanor. We will speak professionally, courteously, and do our best to come to effective solutions.

If a staff member is unable to effectively communicate with a client, we will ask for assistance from another staff member before the interaction escalates. This may be a staff member in a different role and may not occur immediately.

Speak to all members of our staff courteously and respectfully, regardless of their position or title. 

Have patience as we handle fluctuating staffing levels, appointment availability, and unexpected emergencies. We can never fully prepare for what ends up coming through our doors each day.

Arrive on time for your appointments. This is not only a courtesy to our staff, but also to others who have scheduled appointments. 

Contact us at least 24 hours ahead of time if you need to cancel your appointment. Missed appointments prevent another animal who may be in need of care to receive it. 

Keep your pet leashed or in a secure pet carrier in our common areas and be mindful of their behavior/interactions with other pets and clinic patrons.

Be honest and open with our staff regarding concerns or financial constraints. We want to make sure your pet receives the care they need while doing our best to stay within your budget. We need as much information as possible to make that happen.

Call ahead 24-48 hours to request your pet’s prescriptions. We usually cannot fill walk-in or same day prescription requests. 

Understand that we are not an emergency clinic and we are by appointment only. Emergency/urgent care appointments are worked in only as our schedule allows and those appointments get filled quickly.

Respect the no smoking policy on our entire property. We have had several close calls that led to this policy. Discarded cigarette butts are not only a fire hazard, but a hazard to visiting pets too. 

Clean up after your pet in our outside areas. Not only is it unsanitary, but many illnesses are spread through feces. Please utilize our pet waste station at the front of our building for disposal of your pet’s waste.

Acknowledge that our policies are outlined digitally via our website/social media pages, and in printed literature, such as handouts and contracts/estimates that we may ask you to sign.

Please do not argue with staff over clinic policies and pricing. We will do our best to clarify information or settle disputes, but arguing or being combative over our policies and prices puts a burden on the staff who have no control over either of them.