Hospital Policies
Professional Conduct
We are committed to providing a welcoming and professional environment for our clients and staff. We kindly request that all clients treat our team members with courtesy and respect. Inappropriate, inconsiderate, or aggressive behavior toward our staff will not be tolerated. We reserve the right to refuse service or terminate the care of any client who does not adhere to this policy. Thank you for your understanding and cooperation in helping us maintain a positive and supportive environment for everyone.
Appointments
To allow ample time for all patients and scheduled surgical procedures, we operate primarily by appointment. We strive to see each patient promptly and on time, the nature of medical appointments can sometimes lead to unexpected delays. If your wait time exceeds 15 minutes, please inform our receptionists, and we will do our best to accommodate you as quickly as possible. We appreciate your patience and understanding as we work to provide the best care for all our patients. In the same vein, if you are more than 10 minutes late, we reserve the right to reschedule your pet's care.
Cancellations
If you have scheduled an appointment and need to make changes to or cancel the appointment, please contact us at least 48 hours before your scheduled appointment to allow us to adjust our availability for other patient needs. If you do not contact us to reschedule or cancel your appointment within 48 hours you will be charged for the time that was allotted for the appointment.
Medical History
If your pet has been seen by other veterinarians, either before establishing care at our practice, or for illness, emergency services, or specialized care at any time, please let us know so that we can acquire pertinent medical history. This will allow us to provide the most appropriate care for your pet(s).
Documentation
Multiple doctors in our hospital utilize AI-assisted software (CoVet) to support accurate and thorough medical recordkeeping. Recordings of appointments are used solely for internal documentation purposes, kept confidential, and are discarded once records are finalized. This technology allows our medical team to focus more fully on patient care while helping us serve our community efficiently and effectively. As always, your pet's medical records are available to you at any time upon request.
Contact Information
For us to maintain contact with you between appointments in relation to relevant health information for your pet(s), please keep us up to date on your most current contact information (phone, email, mailing address).
Leashes & Carriers
For the safety of your pet(s), we require that all canine patients be leashed, and all feline patients be transported in a carrier.
If you do not have a leash or carrier, please alert a team member prior to bringing your pet into the clinic, and we can provide one for you.
Vaccination
All patients must have proof of rabies vaccination from a veterinarian. If vaccination proof is not provided, then your pet will require vaccination at the time of the visit.
Consultation
All our patients are to receive an examination by the veterinarian at least once every 12 months to be considered current patients. If a patient is not current, we cannot fill or prescribe medications, perform diagnostics, or provide treatments. We charge a consultation fee for all examinations. Refills are at the doctor's discretion.
Payment
Treatment plans will be presented before any non-routine diagnostic and surgical services are rendered or by request for routine preventative care. For your convenience we accept Visa, MasterCard, Discover, American Express, Care Credit, check, and cash. Deposits may be required when appointments are made or before diagnostic and surgical services are performed.
Pharmacy Services
We stock many recommended medications and a limited supply of prescription diets in our in-house pharmacy and can dispense those as prescribed. We also offer access to an approved online vendor via our website where clients can order recommended medications, prescription diets, and pet care products. If you prefer to utilize another online vendor or human pharmacy, we will provide you with a written prescription. We cannot guarantee the authenticity, safety, or efficacy of products and medications that are procured via unapproved online vendors or online pharmacies.
Controlled Substances
By law, we are legally restricted with respect to the amounts of certain controlled substances and other medications that may be dispensed and are obligated to report to the authorities all cases in which there is a good faith basis to believe that a client or person is trying to obtain controlled substances with an intent other than to treat their pet(s).
Returns
We cannot accept returns or exchanges for dispensed medications. Returns or exchanges for prescription diets or other pet foods or treats will be handled on a case-by-case basis.
Overnight Care
The hospital is not open 24 hours a day and does not have staff available beyond the hours of operation. If continued after-hours or overnight care is needed, the veterinarian can recommend a 24-hour facility.