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Our Policies

At Family Friends Veterinary Hospital, our mission aligns with yours: to ensure your pet remains healthy and content. We are committed to delivering exceptional veterinary care and support to help you achieve this goal.

To maintain the highest standard of service, we believe in establishing clear expectations. We understand you entrust us with a significant responsibility, and we strive to exceed those expectations. In return, we ask for your collaboration and adherence to our policies, which are designed to create a professional, efficient, and compassionate environment for you, your pet, and our team.

As a FFVH Client, you can
expect and have a right to:

1

Transparent and Accurate Information

Our team will provide you with clear, unbiased information regarding your pet’s health, including their diagnosis, prognosis, treatment options, and associated risks and benefits. You will also receive a detailed explanation of associated costs upfront to help you make informed decisions.
2

Respectful Communication and Care

Our team values your input and will listen to your questions, concerns, and preferences with professionalism, compassion, and respect. Your questions, concerns, and preferences will be actively heard, and we will strive to address them thoughtfully.
3

Confidentiality and Privacy

Protecting your personal information and your pet’s medical records is a top priority. All details shared with us are handled with the highest level of confidentiality, in accordance with professional standards.
4

Timely and Fair Service

We respect your time and aim to provide prompt service during appointments and follow-ups. Should there be any delays or unforeseen issues, our team will communicate these promptly and keep you informed. If any concerns or complaints arise, we are committed to addressing them with fairness and objectivity.
5

Participation in Your Pet’s Care

Your involvement in your pet’s care is essential. We encourage you to participate in treatment decisions, ask questions, and share your preferences. You also have the right to decline any treatment option presented, and we will explain the implications of your choices clearly.

As a FFVH Client, you are responsible to:

1

Provide Complete and Accurate Information

Share your pet’s full medical history, including any behavioral concerns, previous medical records, and current health conditions. This ensures we have the information needed to make informed recommendations for your pet’s care.
2

Communicate Openly

If you have any questions, concerns, or feel something has been left unaddressed, let us know. Open communication helps us provide clarity and ensures your pet receives the most appropriate care.
3

Honor Financial Obligations

Ensure all payments are made in accordance with the agreed-upon terms when your pet receives care. This includes understanding and abiding by our payment policies.
4

Adhere to Scheduling Policies

Help us provide timely care to all patients by arriving on time for appointments, notifying us of cancellations or rescheduling needs in advance, and respecting our scheduling guidelines.
5

Follow the Agreed Treatment Plan

Work collaboratively with our team to implement the recommended care plan, including completing follow-up visits, administering medications as prescribed, and adhering to at-home care instructions.
6

Maintain Respectful Communication

Treat all members of our team with respect and consideration. This fosters a positive and professional environment for both clients and staff.

FFVH Veterinary Client Patient Relationship Policy

Although Michigan does not mandate a Veterinary-Client-Patient Relationship (VCPR) by law or regulation, Family Friends Veterinary Hospital adheres to the federal definition of a VCPR. This ensures the highest standard of care and compliance with veterinary practice guidelines.

A valid VCPR requires:

  • In-Person Visits: To establish and maintain a VCPR, your pet must be examined in person by one of our veterinarians. This hands-on evaluation allows us to assess your pet’s health, diagnose conditions accurately, and recommend appropriate treatments.
  • Medication Prescriptions: Federal guidelines require a valid VCPR for any prescription medication. This means we cannot prescribe or refill medications without first examining your pet and understanding their specific health needs.

By adhering to these standards, we ensure safe, effective, and personalized care for your pet while meeting the ethical and professional expectations of veterinary medicine.

Cancelled, Rescheduled and Failed Appointments

It is our goal to provide care for any patients that need it. When we schedule an appointment for your pet, we are setting aside time for your pet’s care. When appointments are canceled or rescheduled on short notice, it means we have missed the opportunity to provide care to another pet in need. We understand that missed appointments can happen for reasons outside of your control. If you are unable to keep your scheduled appointment, please notify us by phone or text prior to your appointment so we may be able to provide care for another pet in need. 3 or more Failed Appointments (no-show, no-call/text) may result in FFVH requiring a pre-paid deposit to secure future appointment. If this prepaid appointment is kept, your deposit will be applied to your final invoice for the visit. If the appointment is missed, your deposit will be forfeited and not applied to any future visits.

Scheduling Appointments

At Family Friends Veterinary Hospital, we offer multiple convenient ways to schedule your pet’s appointments. You can always call us at 616-575-6520, or take advantage of our Online Scheduler available on our website. Additionally, appointments can be booked through the Pet Portal on the PetDesk App. If you are in need of a same-day or Urgent Care appointment, please call the hospital instead.

When scheduling online, please double-check the date and time to avoid errors.  You’ll receive a confirmation email once your booking is complete, and in the days leading up to your appointment. New clients will also be sent a New Client Form to fill out and return before their first visit.

Payment Policy

Payment is required at the time services are provided. As a small, family owned hospital, we are unable to offer in-house financing or credit options. This policy allows us to focus fully on providing optimal care for your pets while keeping our costs as low as possible. For emergencies or complex cases where costs may increase, we are committed to discussing these expenses with you in advance. If medical circumstances change unexpectedly, we will keep you informed about how this may affect your financial responsibility.

We understand that unexpected veterinary expenses can be challenging, and we never want financial concerns to prevent your pet from receiving the care they need. To help, we accept flexible payment options through Scratch Pay and Care Credit. Please reach out to us for more information. Credit approvals are managed directly by these providers and are outside of our control.

Mutual Respect Policy

At Family Friends Veterinary Hospital, we are committed to respecting you and your time, communicating with kindness and professionalism. In return, we kindly ask that our clients extend the same respect to our team. All questions will be addressed by our highly skilled and knowledgeable veterinary professionals. While every team member undergoes regular training and continuing education, not all may have the expertise to answer every question immediately and may need to consult with others to provide you with the best possible response.

We ask that all team members receive the same respect as our veterinarians. If you are speaking with a team member, please understand that they have been trained or authorized to provide the information or guidance you’re seeking. If you would like to speak directly with one of our veterinarians, please leave a message, and they will respond as soon as they are available, or you may be asked to schedule an appointment to discuss further.

Medical Records

You have the right to request a complete and detailed copy of your pet’s medical records at any time. This includes transferring records to a third party for purposes such as adoption, housing verification, lodging or daycare scheduling, training, or specialist appointments. We will ensure that records are transferred within 24-48 hours.

Record transfers can only be made by authorized persons listed on your pet’s patient record. If the veterinary client-patient relationship is terminated, we will transfer your pet’s records to a veterinary facility of your choice.

Privacy Policy

Privacy of personal information is an important principle to Family Friends Veterinary Hospital. We are committed to collecting, using and disclosing personal information responsibly and only to the extent necessary for the services we provide. We also try to be open and transparent as to how we handle information. This page describes our privacy policies.