Yamanto Veterinary Surgery Our Mission

Yamanto Veterinary Surgery considers its clients to be part of the wider Yamanto Vet Surgery family. We seek to continually provide a welcoming and safe environment which ensures trust and respect for all people and pets. Unless it is an emergency, all consultations will be by prior appointment only.

1. Any form of harassment, including: 
   • demands to see a particular vet at a particular time 
   • demands for a particular vet to call you back 
   • arguing about the price of a service or demanding a discount 
   • verbal abuse, including profanity or disrespect directed at a person or pet; and 
   • sexual harassment. 
2. Any form of discrimination, including: 
   • commenting about someone’s race or ethnic background 
   • commenting about someone’s age or perceived level of experience 
   • commenting about a person’s gender; and 
   • commenting about a person’s religious beliefs. 
3. Intimidation tactics or threats 
4. Allowing your pet to intimidate or threaten a person or another pet 
5. Gossiping or making malicious or harmful comments about our staff members or others 
6. Public disclosure of another’s private information 
7. Being under the influence of alcohol or other behaviour-altering drugs 
8. Failure to comply with requests from our staff, including requests to leash/restrain your pet, or leave the premises. 

If your behaviour is problematic, we reserve the right to discontinue services immediately. This policy is strictly enforced and non-compliance will result in corrective measures being taken, which may include termination of veterinary care at Yamanto Veterinary Surgery, being asked to leave the premises and potential involvement of the Queensland Police. 

Thank you for your cooperation and understanding

Your pet will be given the highest level of care and attention by all the Yamanto Vets and Vet Nurses. To balance my work and personal life, I will now be working 4 days per week, and in the afternoons, I will be performing and coaching surgery with the other Yamanto Vets. This means that I only have 4 mornings per week for consults and am currently booked out at least 4 weeks in advance. So please be aware that if you want to see me personally, you may have to book around 4 weeks ahead on average.

If you have an emergency and I am not available, our other Yamanto Vets and Vet Nurses will always be there to help you. 

It is very important we manage our time and services as efficiently as possible, and that’s where you come in. Just as we strive to provide the highest levels of service and value, you can also help our operations and support the health and happiness of our staff. 

You can do this by respecting our Mission - ‘To have a healthy, happy workplace providing excellence in animal care’ and by following our Client Code of Conduct. 

Our Client Code of Conduct clarifies the types of behaviour we cannot tolerate if we are to continue to achieve our Mission. Most of the undesirable behaviours identified are simply reflecting current social values. 

However, I wish to highlight two particular behaviours which do not respect our Mission and any harassment of staff in this context is simply not acceptable. 

These behaviours are: 

• Demanding to see a particular vet at a particular time 
• Arguing about the price of a service or demanding a discount. 

I know that an overwhelming majority of my clients are respectful and understand the pressures we are under as a busy veterinary practice. It is in some ways unfortunate that we need to introduce this formal Client Code of Conduct, but certain behaviours are simply unacceptable in our practice, and I wish to make sure everyone knows what they are. 

I thank you for your understanding and patience and look forward to continuing to serve you and your beloved pets. 

Yours Sincerely,
Dr Tim