Scheduling & Arrival Policy
□ We require 24-hour notice for cancellation of appointments. If there are more than two instances of missed appointments, we will require full prepayment of the exam fee at the time of scheduling future appointments.
□ To ensure we can accommodate as many patients as possible, we offer 20-minute appointment slots, unless necessary for additional time.
Late Arrival Policy:
- Arriving 15 minutes late or more: Client’s may experience a wait time of up to 3 hours as the patient will be fit in between other appointments.
- Alternative Options: Client’s will have the choice to reschedule the appointment, or, if necessary, use our drop-off service for an additional fee.
□ To ensure the safety of all clients, pets, and team members, all pets must be under proper control at all times while in the parking area, waiting area, and exam rooms. All dogs must be on a leash and cats must be presented in a suitable cat carrier or, if necessary, on a leash.
□ We request that new clients submit their pet’s medical records via email at least 24 hours prior to their appointment.
Payment
□ Payment is required at time of service. We accept cash, credit card, and personal checks. We also accept payment using CareCredit. Estimates can be provided that outline proposed total costs of each visit, before services are rendered. We do NOT offer promissory notes or held checks.
Contact Info and Medical Records
□ To ensure we can keep clients informed of important updates, we require clients to keep us updated on contact information. This includes mailing addresses, phone numbers, and emails. In the event this information is not up to date, we are not responsible for missed appointments or reminders. We offer a convenient online portal or digital app that allows access to your contact information and your pet’s healthcare information.
□ To ensure the proper handling of medical records, only account holders, or authorized individuals by the account holder, are permitted to request and receive medical records. To protect your privacy and pet’s information, we require verification of identity before releasing any records.
□ All treatments require the authorization of the named account holder. If the named account holder is not available, a written release or witnessed verbal consent from the account holder is required before any treatment can proceed.
Euthanasia Policy:
- Consent Requirement: Only the named account holder can provide consent, with verbal or written authorization if the account holder is not physically present. In the event the account holder is deceased, a death certificate must be presented.
Pharmacy
□ To ensure the highest standards of patient care and compliance with legal regulations, we require all prescription medications be dispensed or refilled only after an annual examination by one of our licensed doctors.
□ To help ensure your pet receives medications that are produced and sold by reputable manufacturers and distributors, it is now our policy to only fill medications prescribed by our hospital’s pharmacy. In addition to being able to purchase your pet’s medications inside our clinic, we also offer a convenient online pharmacy. If purchasing medications from an outside pharmacy is more desirable, we will issue a handwritten prescription. This allows our team to keep accurate medical records and eliminate the amount of time it takes to manage faxes, emails, and phone requests from outside pharmacies so we can focus on taking care of our patients and clients.
□ Please allow up to 48 hours for the processing of pharmacy requests. To avoid any disruption in medication supply, we recommend submitting a prescription request with at least three days left of current medication. Requests received on Saturday may not be processed until the next business day.
Boarding
□ We are a medically supervised boarding facility; however, we do not have a staff member on duty overnight. We schedule a technician to come in after business hours on the weekend to tend to boarders and follow our detailed boarding schedule. Should your pet become ill during their stay, every reasonable effort will be made to contact you or your emergency contact.
□ To ensure the safety of your pet as well as others, your pet must have an annual examination once a year by one of our veterinarians. You are encouraged to schedule an appointment for an annual examination 1-2 weeks before boarding.
□ We require all dogs to be current with Rabies, DA2PP, Bordetella and Canine Influenza Vaccinations. If a dog is due for Bordetella or Influenza, it must be administered at least 2 weeks prior to boarding. We require a negative intestinal parasite (fecal) test within the past 12 months.
□ We require all cats to be current with rabies and FVRCP vaccinations. We require a negative intestinal parasite (fecal) test within the past 12 months.
□ While we encourage you to bring your pet’s own foods, treats, and medications as desired, all medications must be in their original labeled container. Toys and other personal belongings are encouraged to stay home, as we cannot guarantee the return of those items.
Overnight Care
□ We do not provide overnight care for hospital cases. In the event that a patient requires after-hours care, the attending veterinarian will decide if the patient is stable to remain in the hospital unattended or should be transferred to a 24-hour facility where a veterinarian is staffed in-hospital throughout the night.
Violence
□ We enforce a zero-tolerance policy regarding verbal or physical harassment and violence. This applies to all employees and clients to ensure a safe and respectful environment for everyone.