Santa Monica Pet Medical Center – Client Code of Conduct

At Santa Monica Pet Medical Center (SMPMC), we are proud to serve a community of pet owners who value kindness, respect, and high-quality veterinary care. To ensure a safe, respectful, and supportive environment for everyone—our clients, staff, and the pets we care for—we maintain a Client Code of Conduct.

Our goal is to provide excellent care and service in a setting rooted in professionalism, compassion, and mutual respect. We know that medical situations involving a beloved pet can be emotional, especially when things don’t go as expected. During these times, maintaining civil discourse is essential so we can work together effectively in the best interest of your pet.

We ask all clients:

  • Always communicate with our staff and fellow clients in a courteous and respectful manner.
  • Follow guidance provided by our veterinary team to ensure a safe environment for your pet, yourself, and others.
  • Address concerns or misunderstandings calmly and directly with our team so we may assist in finding a resolution.

Unacceptable behaviors include:

  • Verbal abuse, yelling, intimidation, or harassment of staff or other clients.
  • Disruptive or argumentative behavior that interferes with patient care or our ability to assist others.
  • Refusal to control your pet in a way that endangers other animals, clients, or staff.
  • Threatening, coercive, or violent language or actions.
  • Use of racial, ethnic, gender-based, or other discriminatory slurs or gestures.
  • Purposefully providing false or misleading information about your pet’s condition or treatment.
  • Publicly sharing or posting knowingly false or defamatory statements about our practice or staff.
  • Engaging in any illegal behavior on SMPMC premises or involving SMPMC personnel.

Violations of this policy may result in the immediate termination of the client-veterinarian relationship. In accordance with California law, if an animal is currently ill and, in our care, we will complete any necessary treatment provided another responsible adult can assume the pet’s representation and communication with our staff.

SMPMC veterinarians are licensed by the State of California and the U.S. Drug Enforcement Agency. We adhere to the highest standards of patient care and ethical responsibility and are proud to be an American Animal Hospital Association (AAHA) Accredited practice.

We thank you for partnering with us in creating a positive experience for everyone. Your cooperation helps us provide the attentive, compassionate care your pets deserve.

Warmly,
The Doctors and Staff of Santa Monica Pet Medical Center

Santa Monica Pet Medical Center
1534 14th Street
Santa Monica, CA 90404
(310) 393-8218
www.petmedical.com