Lort Smith Animal Hospital is a registered not for profit charity with a purpose to provide affordable quality vet care. We are not able to provide free veterinary care.

At Lort Smith Animal Hospital, we want everyone – clients, animals and our staff and volunteers, to be treated with courtesy, care and respect at all times.

This Client Conduct Policy sets out the standards of behaviour we expect when visiting or interacting with our hospital and services. It also explains what actions may be taken if these standards aren’t met. By following these guidelines, we can make sure that every visit is positive for all our clients, that our team can work safely, and that the care and wellbeing of every pet remain our top priority.

Lort Smith has a zero-tolerance policy for:

  • Discrimination of any kind (including but not limited to racism, misogyny, homophobia, sexism, or ageism).
  • Abusive, threatening, discriminatory, or aggressive behaviour, whether verbal, written, or physical.
  • Yelling, intimidation, harassment or any behaviour that creates and unsafe or uncomfortable environment.
  • Damage to hospital property or equipment.
  • Theft, attempted theft or unauthorised removal of medications, equipment, supplies, or any hospital property.
  • Bringing or using alcohol, illicit drugs, or other prohibited substances on hospital premises.

Such behaviour may result in:

  • Immediate termination of the consultation.
  • Restriction of services.
  • Dismissal from the hospital.
  • Notification to the appropriate authorities.

Our commitment to you and your pet. We will:

  • Treat you and your pet with compassion, respect, and professionalism.
  • Communicate clearly and keep you informed at every stage of care.
  • Provide high-quality medical care and transparent treatment options most appropriate for you and your pet.
  • Ensure a safe and supportive environment
  • Deliver compassionate customer service and remain open and receptive to your feedback.

Your commitment to Lort Smith

Patient, client and staff safety

  • Dogs must remain on a leash and cats or exotic pets in a carrier.
  • Children must remain supervised.
  • Follow staff instructions regarding patient handling, movement through the hospital, triage, and safety procedures.
  • Wear appropriate clothing while attending the hospital, including footwear.
  • Do not attend the hospital while significantly affected by drugs or alcohol. If you are severely intoxicated or impaired, you may be required to attend with a responsible support person.

Financial responsibility

  • Be prepared to discuss treatment costs and provide informed consent before services are performed.
  • Settle accounts as required or follow agreed payment processes.
  • Understand that consultations, examinations, treatments, and medications incur fees that are payable at the time of treatment.
  • Pay deposits in accordance with our Pricing Protocols. This includes:
    • 100% prepayment for desexing procedures, and
    • A 50% deposit for all other procedures or surgical treatments, with the remaining balance payable at discharge.
    • A 50% deposit of the high end of the estimate for all emergency care admissions, with the remaining balance being paid daily by close of business, or unless otherwise agreed.

Appointment and service expectations

  • Arrive on time for your appointment or notify us as early as possible if you need to reschedule.
  • If you arrive more than 5 minutes late your appointment may have to be cancelled.
  • Emergencies may impact appointment times; our team will keep you informed and prioritise patients based on medical urgency.
  • Provide accurate and honest information about your pet’s health, medications, and behaviours.
  • No-show fees may apply for missed appointments without prior notice.

Communication and interaction

  • Concerns, questions, and expectations should be communicated openly and respectfully.
  • Be available for update phone calls and to make timely treatment decisions for your animal.
  • Understand that euthanasia or surrender of your animal may be discussed as an appropriate, humane and kindest treatment option in certain circumstances.
  • Allow staff reasonable time to follow up on test results, treatment plans, and administrative matters.
  • Refrain from recording staff members or hospital areas without prior permission, including photos, videos, or audio recordings.

Complaints and feedback

Communicate your feedback respectfully in writing via email at feedback@lortsmith.com