Zero Tolerance Policy

At our Veterinary rehabilitation clinics and through our mobile services, we are passionate about delivering outstanding care for animals, and our team is committed to upholding the highest standards of service for both our clients and their pets. Our staff are here because they truly love animals and are dedicated to ensuring their well-being. In return, we strive to treat all clients with courtesy and respect and kindly ask for the same consideration towards our team.

We believe that a strong and effective relationship between our clients and the practice must be built on mutual trust and confidence. To support this, we maintain a zero-tolerance policy for any disrespectful, disingenuous, threatening, abusive, or violent behaviour towards our staff.

Unacceptable Behaviour

To ensure a safe and welcoming environment for everyone, certain behaviours are considered unacceptable and may result in the termination of services. These include, but are not limited to:

Threatening or abusive language or behaviour towards staff, clients, or animals in our care
Physical aggression or violence, such as pushing, shoving, or any action that could cause harm, including threats.
Damage to property, whether it belongs to the practice or the personal possessions of our staff or other clients.
Verbal abuse, whether in person or over the telephone
Discriminatory remarks, implications or gestures based on race, gender or any other characteristic
Malicious allegations against staff or other clients, whether in person or online.
Criminal activities, including theft, fraud, or dishonestly obtaining veterinary services
Failure to comply with health and safety requirements set by our practice in writing or issued verbally by staff.
Disrespectful or discourteous actions, whether in person, by telephone or online that damage trust and confidence in our ability to work with you to care for your pet
Persistent or unrealistic demands that cause stress or anxiety to our staff. We will always endeavour to meet requests where possible and provide clear explanations when we are unable to do so.

Addressing Unacceptable behaviour

Our approach to managing unacceptable client behaviour involves a three-stage process:

Stage One: The client will be asked to modify their behaviour and, if necessary, to leave the premises. A written warning will be issued to address the unacceptable behaviour, and a record of this warning will be kept on the client's file.
Stage Two: If the behaviour, or other unacceptable behaviours, continue following the initial warning, we will terminate our client relationship and all associated services. A written notice of termination will be provided and a record will be maintained on the client's file for up to seven years.
Stage Three: If there is further unacceptable behaviour after services have been terminated, a final written notice will be issued. Instances of threatening, abusive, malicious or violent behaviour will be reported to the police, and legal action will be pursued as appropriate.

In certain circumstances, we may terminate all veterinary services immediately, without going through the three-stage process. Such instances include:

A direct threat to the safety of our staff, clients, or animals in our care.
Behaviour that is wilfully discriminatory in nature.
Situations where the relationship between the client and the practice has been irreparably damaged.

In these cases, we may involve the police or other authorities as needed.

We hope this policy is understood and respected, as it is designed to protect the well-being of our hard-working team and the clients and animals we serve.

We are all human, and mistakes can happen, we will always do our best to make right any issues that we cause and like our colleagues across the Veterinary Services sector we do not tolerate any form of poor behaviour from clients or visitors. We stand with all of our colleagues to tackle inappropriate behaviour across the Veterinary sector and support the international Veterinary Zero Tolerance Initiative. If you have a concern about an issue, or someone’s conduct in relation to the Canine Fitness Centre, please contact us on enquiries@thecaninefitnesscentre.co.uk

This policy applies throughout our practices, including any parking areas and surrounding grounds, and extends to any interactions involving our staff outside of the practice when related to the provision of veterinary services.

Zero Tolerance Policy

Unacceptable Behaviour

Addressing Unacceptable behaviour

Getting Treatment

Common Conditions

More Information

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