We understand that the need for diagnostic services may be stressful: losing an animal, seeking help for sick animals, testing required for movement and business, and various other scenarios can be trying. Texas A&M Veterinary Medical Diagnostic Laboratory (TVMDL) staff work to provide diagnostic services with courtesy, compassion, and respect. We ask that you treat our team with the same courtesy, compassion, and respect so that we can accurately and properly provide the testing you need.
Unprofessional, disrespectful, or aggressive language or behavior from one of our team members or a TVMDL Client will not be tolerated. In extreme cases, we reserve the right to deny services to any Client.
Partnership, trust, and mutual respect are essential to successful service, and we look forward to sharing in that trusting partnership with you.
| We will honor these rights for our Clients Clients Rights | We ask that our Clients honor these responsibilities. Clients Responsibilities |
|---|---|
| Engage TVMDL staff via telephone, email, or in person to consult or learn more about test offerings, turnaround time, fees, supplies, and other services. | Show respect toward other Clients and TVMDL employees by being kind and polite. Refrain from inappropriate and threatening language and actions. |
| Receive high-quality, accurate diagnostic testing services. | Follow all laws governing the shipment of biological specimens. Package and ship samples in a way that protects TVMDL staff and ensures sample integrity and viability upon arrival at TVMDL. |
| Receive complete and accurate test results within the published turnaround times. | Complete the sample submission form and/or regulatory form(s) and submit paperwork with samples. Communicate with TVMDL staff in a timely manner to provide missing or unclear information that may otherwise delay testing. |
| Receive test reports that reflect the information provided with the sample submission. | Include printed, legible paperwork that includes all relevant information about all samples submitted, including animal identification, species, sample origin, sample collection date, and relevant history. |
| Ensure that the animal healthcare information submitted to TVMDL is protected. Request that a specific individual(s) (employees, animal owners, law enforcement, etc.) be notified of test results as they become available. | Understand that the Texas Veterinary Licensing Act prohibits TVMDL from releasing any case information to persons other than the TVMDL Client (person who submits the samples to TVMDL), unless prior approval has been given by the Client. |
| Protection from exposure to biohazardous materials used to perform diagnostic tests and procedures, as well as protection from the release of materials that may harm humans, animals, or the environment. | Respect agency policy that states TVMDL cannot return remains or body parts such as fur clippings, feathers, bones, or implants to the Client. Private crematoriums may pick up remains on behalf of Clients in accordance with our crematorium release policy. Clients are not allowed in the laboratory during testing or diagnostic procedures. |
| Receive clear guidance on sample needs for all diagnostic tests. | Recognize the limits of veterinary diagnostics, the suitability of a sample for certain tests, damage to samples that may incur during courier transit, and the limited viability of biological samples. |
| Receive accurate and easily understood results of tests performed. If English is not your native language, we will attempt to provide language assistance. | Ask TVMDL professionals for clarification when you do not understand medical terms or diagnoses. Respect that TVMDL can only provide results and interpretation of the samples submitted, knowing that a clinical veterinary professional is best suited to make recommendations for follow up actions based on test results. |
| Obtain accurate and easily understood information about state laws, and agency policies, including payment policies. | Abide by state laws and respect agency policies including the Texas Veterinary Licensing Act; agency business hours; published turnaround times; safe sample delivery and unloading requirements; payment policies; and any temporary or permanent policies made necessary by COVID-19 or other unforeseen circumstances. |
| Receive an accurate and detailed statement with each submission that outlines all charges associated. | Meet your financial obligation for the diagnostic services provided in a timely and complete manner. TVMDL reserves the right to deny service to any Client with a past due balance or a delinquent payment history. |
| Get a fair, fast, and objective internal review of concerns and complaints. | Submit feedback to address issues that may arise and clearly communicate your needs. |
TVMDL reserves the right to terminate the veterinary/client patient relationship for abusive behaviors including, but not limited to:
- physical violence or threats of violence
- verbal abuse, including vulgar language
- discriminatory language or hate speech
- continued or repeated unreasonable requests
- threats if demands are not met
Should this extreme action be warranted, TVMDL will notify the Client via certified letter.