Practice Policies

Thank you for reviewing our practice policies. Please reach out if you have any questions or need any clarification. We are committed to transparency and accessibility. 

Bright Light Veterinary Eye Care is proudly accredited as Rainbow Registered with the CGLCC. According to the CGLCC: “The accreditation program grants a time-limited recognition to businesses and organizations for demonstrating compliance with the quality standard. Accredited businesses are deemed market ready for the 2SLGBTQI+ customer and given the right to be associated with the program’s prestigious Rainbow Registered designation mark.” We are the first veterinary practice in Canada to become Rainbow Registered, and we encourage all veterinary practices to take similar steps to demonstrate their commitment to creating welcoming and thriving spaces for 2SLGBTQI+ clients and employees.

Accessibility Policy

Bright Light Veterinary Eye Care is committed to ensuring equal access and participation for disabled people. We are committed to treating disabled people in ways that allow them to maintain their dignity and independence. We believe in integration and we are committed to meeting the access needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and meeting our accessibility requirements under the Accessibility for Ontarians with Disabilities Act and Ontario’s accessibility laws.

Access requests can be made to any team member. Written information and other communication tools will be made available upon request. Small animal patients are seen at City View Animal Hospital which is wheelchair accessible (including washroom).

Active Client/Patient Policy

By law (Veterinarians Act, R.S.O. 1990, c. V.3), we are required to have an active “Veterinary-Patient-Client Relationship” (VPCR) in order to provide veterinary care or prescribe or dispense medication for a pet and client. An annual ophthalmic examination by Dr. Amber Labelle is required in order to maintain an active VPCR.

In the absence of an active VPCR with our practice, but with an active VPCR with another licensed veterinarian in Ontario, we can only dispense medications when we have received a written or oral prescription from the veterinarian who holds the active VPCR with the pet and client.

Anti-harassment Policy

Bright Light Veterinary Eye Care is committed to fostering a harassment-free workplace where all clients and colleagues are treated with respect and dignity. We do not tolerate harassment.

The Canadian Human Rights Act protects clients and colleagues from harassment based on race, national or ethnic origin, colour, religion, age, sex, sexual orientation, marital status, family status, disability or pardoned conviction.

 Employees who are found to have harassed another individual may be subject to disciplinary action. This includes any employee who: interferes with the resolution of a harassment complaint; retaliates against an individual for filing a harassment complaint; or files an unfounded harassment complaint intended to cause harm. Clients who are found to have harassed another client or staff member will have their VPCR terminated.

Definitions:

Harassment is:

-offending or humiliating someone physically or verbally

-threatening or intimidating someone; or

-making unwelcome jokes or comments about someone’s race, national or ethnic origin, colour, religion, age, sex, sexual orientation, marital status, family status, disability or record of offenses.

Sexual harassment is:

-offensive or humiliating behaviour that is related to a person’s sex;

-behaviour of a sexual nature that creates an intimidating, unwelcome, hostile or offensive work environment; or behaviour of a sexual nature that could reasonably be thought to put sexual conditions on a person’s job or employment opportunities.

Appointment Policy

In order to provide quality patient care, we operate on an appointment basis. Appointments with Dr. Labelle are 30-60 minutes in length. We do not accept walk-in patients. Dr. Labelle provides outpatient, medical care. Overnight care is not available. Dr. Labelle does not perform surgery with the exception of cryotherapy for eyelid masses and other adnexal surgical procedures.

Emergency Policy

We are not an emergency hospital, however, we do our best to accommodate same-day emergencies on a first-come, first-serve basis. If we are unable to accommodate your pet, we will refer you to another veterinary ophthalmologist. If an existing client has an emergency out of hours, please contact Capital City Specialty and Emergency Animal Hospital at 613-244-7387.

Fear Free Policy

Dr. Labelle is Fear Free Certified. Our practice strives to minimise fear, anxiety, and stress for every pet that visits our hospital to ensure their physical well-being and emotional well-being. We utilize gentle restraint and handling techniques to ensure pets have the most positive experience possible

Missed Appointment and Cancellation Policy

We know your time is valuable, and ours is too. Out of respect for our staff and our other clients, we require at least 24 hours’ notice if you need to cancel or reschedule an appointment. As appointments are in high demand, this allows us the necessary time to rebook the appointment time for someone on our waiting list. Cancellations with insufficient notice or missed appointments may incur a late cancellation fee of 50% of the exam fee.

After two missed appointments or cancellations with insufficient notice, we will require pre-payment for any future appointments. This amount will be non-refundable 24 hours prior to the scheduled appointment.

Mutual Respect Policy

We strive to interact with every other human in ways that are true, helpful, and kind. We understand that having a pet with an eye problem can be incredibly stressful and scary, and we will do our best to help you and your pet. We will not tolerate any forms of abusive, aggressive, harassing, or violent behaviour from clients towards any member of our team. Likewise, you can expect that we will not engage in abusive, aggressive or violent behavior towards you or your pet.

Non-discrimination policy

We are committed to providing services to all clients regardless of gender or sexual orientation.  We believe in the Canadian Human Rights Act that prevents discriminatory practices based on race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, etc.  We also abide by the Ontario Human Rights Code that protects people from “discrimination because of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, disability, age, marital status, family status and record of offences.”

Online Pharmacy Policy

Clients may choose to request a written prescription to have filled at a pharmacy of their choice. It is at the discretion of the pharmacy as to whether they will accept a veterinary prescription. Online pharmacies are not regulated by the College of Veterinarians of Ontario, and there may be risks associated with purchasing medications online, including a lack of accountability if an adverse reaction occurs. We recommend that all clients wishing to use online pharmacies familiarise themselves with these risks as outlined by Health Canada.

Patient Arrival Policy

For the safety of your pet and others, please ensure your pet is on a leash or in a carrier (leashes happily provided for clinic use on request). Regular (non-retractable leashes) are preferred for safety reasons.

Payment Policy

Payment is due in full at the time services are rendered. We accept payment via Debit, VISA, Mastercard and e-transfer.

Pet Insurance Policy

We work with all veterinary insurance providers. Please advise a Client Care Representative if you wish us to submit the claim for you. Any information regarding pending claims must be obtained by the policyholder from the insurance provider. We are unable to communicate with your insurance company on your behalf.

Prescription Refill Request Policy

Prescription refill requests can be made by submitting the form on our website. When making requests, please provide your full name (the name on file), your phone number, your pet’s name and the medication you are requesting. We request 3 business days’ notice for prescription refills and 5 days’ notice for all compounded prescription requests. You will be notified via text when your pet’s prescription is ready for pick up. Any prescriptions not picked up within 30 days will be returned to stock and a restocking fee will apply.

Welcoming Policy

We strive to create a welcoming environment for all pets and all people. We do not engage in discrimination (unfair or differential treatment of an individual or group, whether intentional or unintentional, on the basis of one or more of the following: race, colour, ancestry, place of origin, age, sex, pregnancy status, religious beliefs, marital status, physical or mental (dis)ability, family status, sexual identity, political affiliation, criminal conviction, gender identity or expression). More importantly, we strive to ensure the human dignity and flourishing of every person we interact with. We see feedback as a gift, and we welcome opportunities to learn from mistakes and to improve. Our goal is to create an environment free from harm where all the humans we interact with can show up as their authentic selves and feel safe and welcomed.

Violation of any of the above policies will result in termination of the VPCR and a withdrawal of services.

Policies updated 2023-05-15