Appointment times should be considered approximate. Why? Well, we always do our best to keep everything on schedule. However, we do also tailor our recommendations and treatments to fit each pet’s unique problems as well as the family’s love, insights and veterinary care preferences. Therefore, a given appointment may be a little longer or shorter than anticipated.
Furthermore, being primary care veterinarians, we accept and treat emergencies among our patients as they occur, regardless of whether they had a scheduled appointment or not. We appreciate your understanding.
Lastly, we maintain a 15-minute grace period for all appointments. If you are going to be more than 15 minutes late, we may ask to reschedule your visit to a later time.
If you are worried that your pet might have an emergency, please come on in. Call ahead if you can while in route. Don’t send us an email. Don’t contact us through Facebook or Twitter. Don’t call and wait to hear back from the doctor first. Just come in.
In a non-emergency situation, the doctors on duty at each facility will do their best to return all non-emergency telephone calls and telephone messages before they leave for the day. Emails are typically answered within about 24-48 hours.
Please be aware that some veterinarians work at multiple locations. Therefore, voice mails and written messages left for them at a given location may not be reviewed or answered for several days. So, if your inquiry is urgent, please discuss it with the veterinarian on duty.
Veterinary visits can be fun for some. Some dogs just love to get out and about, no matter what the reason. But for other dogs, probably most cats, and even some humans, veterinary visits can be a bit stressful. If you or your critters are in this latter category, don’t worry; you’re not alone.
The good news is that a lot of the stress of a veterinary visit can be reduced with just a little pre-planning. Here are 12 tips, compiled from our vets, nurses, and receptionists that should go a long way toward helping create a stress-free vet visit.
Avoid Peak Times – We will always do our best to get you and your pet an appointment at a time of your convenience. Still, certain times are better than others from a speed of service point of view. Our clinics are typically at their busiest first thing in the morning (e.g. 7:00 – 8:00 AM) and at pick-up time (e.g. 4:30 – close). Saturdays can also be very hectic and very unpredictable. If you can schedule your pet’s appointment at a time other than these peak times, you’ll likely be in and out much faster.
Bring Only One Pet at a Time – Our average client has 2 - 3 pets. Naturally, it is very tempting to bring them all in at once for their check-ups – one trip and you’re done for the year. Common sense says that’s the most efficient way to do it. Of course, you are certainly welcome to do so. We even offer a multi-pet discount. Do be aware, though, that it can be difficult to have a conversation with the vet and keep up with multiple “kids” on the ends of the leashes.
Bring a List – If you bring multiple pets or if your pet has multiple problems or concerns to be addressed, please write them all down ahead of time. That way, nothing gets overlooked. This can be doubly important if the person bringing the pet in is not the primary pet caregiver.
Bring Your Reminder Letter – If you received a reminder letter or postcard, please bring it with you.
Allow Time for Paperwork – In today’s world, there will nearly always be some paperwork to be signed off on when a dog or cat is brought in for surgery, dentistry, boarding, or grooming. Please allow about 10-15 minutes for this. Grooming appointments often also require a brief meeting and discussion with the groomer who will be grooming your pet.
Allow Time for a Patient Release Discussion – When you pick your pet up after surgery, dentistry, boarding, or grooming, the Vet or a clinic representative will likely want to talk to you about how things went. This is typically only a 5-10 minute discussion and it is important. Please do be patient with us on those rare occasions when a late afternoon emergency puts us behind a bit. We know you would expect our full attention if your pet was having the emergency.
Expect the Unexpected from Your Pet – Remember your pet is not in his or her normal surroundings when in the clinic. Funny smells, odd sounds, strange people, medical procedures – any or all of these could cause even the best-behaved pet to react unpredictably. It’s natural, of course. Be sympathetic and supportive of your pet but also be in control of your pet.
Please Keep Cats in Travel Carriers and Dogs on Leashes – We love all of our patients, but the truth is they don’t all play well together.
Avoid Retractable Leads in the Clinic – Retractable leads or leashes are fantastic when you are out for a long walk with your buddy, but they can become problematic if the catch loosens or if you need to bring your dog under control quickly in a crowded area for some reason.
Call Ahead for Prescription Refills – If you’d like to pick up a pet medication refill, calling ahead could save you a 10-20 minute wait.
Ask for Estimates for Everything – Avoid surprises at check-out. All reputable clinics will gladly provide pre-treatment estimates.
Bring Any Previous Veterinary Records – If you are coming in as a new client or if you are seeking a second opinion, you can save a lot of time by bringing with you any previous veterinary records that your pet may have.
Cost Estimates – Before we do anything for your pet, we can work out fairly accurately, based on our past experience, what it will cost for your pet’s care.
For a more accurate cost estimate, our computer system can generate estimates and calculate the charges for diagnostic tests, surgery, hospitalization, special foods, medication, and other treatments. However, please understand that these are only estimates – not firm price quotes. Why not? Medicine is a complex process, not merely complicated. Sometimes it is difficult or impossible to predict how an animal will respond to treatment or what complications or additional unforeseen problems may be revealed by starting treatment.
If something unexpected arises while your pet is hospitalized, we will do our best to contact you as soon as practical, with an updated prognosis and cost estimate.
Payment – We ask for payment in full at the time of treatment. This helps us all in two ways: First, prompt payment helps us keep our fees as low as possible. Second, prompt payment allows us to go ahead and look after the health care of all our patients when they need it, rather than having to pause and deal with financial matters first.
An itemized receipt will be issued detailing all services. We accept several payment methods, including cash, check, all major credit cards, as well as Care Credit. We highly recommend pet insurance to help prepare for unexpected costs. Pawlicy Advisor can help you find the best plan for your pet.
Deposits – If your pet is admitted due to an accident, illness, or injury, or if your pet is boarding with us for more than two weeks, a deposit will be due at the time of admission. All unpaid balances are subject to a monthly billing and financing fee equal to 1.5% of the unpaid balance. As always, we welcome the opportunity to discuss and clarify any financial concerns you may have!
Patient Updates & Progress Reports – Whenever a pet is hospitalized, the attending doctor or a hospital team member will reach out to the pet’s family with an update once the pet has settled in and preliminary results become available.
Similarly, when a pet is admitted for surgery, a hospital team member will call after the procedure is finished to provide an update and discuss next steps. Of course, pet owners are always welcome to call in to check on admitted pets.
Our telephones are staffed during regular business hours, Monday through Friday, with reduced hours on the weekend.
If a change, problem, or concern about your pet’s condition arises, we will attempt to contact you no matter the time of day.
Please be sure to leave a valid contact telephone number and disable any call forwarding or call blocking services.
Overnight Care – Please note that we cannot provide after-hours supervision or after-hours nursing care for pets hospitalized with us. If your pet is sick and happens to need more intensive care than we can provide, we may suggest that he or she be taken to a nearby animal emergency clinic for nighttime care.
Visitation – Hours can seem like days when a loved one is sick, hospitalized, or having surgery. We understand completely, and we know from experience that visits from friends and family often seem to speed up recovery, or at the very least, make everyone feel better.
So, please feel free to visit your pet! Visiting hours are between 10:30 am – 12:00 pm and 2:00 pm – 4:00 pm, Monday through Friday, and 10:30 am – 12:00 pm on Saturdays.
Please call ahead if you plan to visit. Most pets are excitable little critters at the best of times. Therefore, visits need a little preparation and perhaps a little patience.
Patient Release – Going Home At Last! – When picking your pet up from their stay, plan time for a patient release discussion. During this important chat, we discuss the treatment your pet received, review dietary recommendations, home care instructions, and medications, and ease any concerns you may have. Pets are discharged during regular business hours only.
Rechecks – Please Come Back and See Us! – One of the most powerful treatment tools we have is the medical progress exam. Re-evaluating pets after illnesses, surgeries, treatments, or hospitalization allows us to catch potential setbacks and helps ensure continued progress and a return to your pet’s best life.
Boarding Information
Boarding Information Boarding Reservations – Our boarding facilities are finite, so we give priority in boarding to our regular clients. Please plan ahead to secure your pet’s accommodation around major holidays like Christmas, Memorial Day, and the Fourth of July.
Immunization and Parasite Control Requirements – To protect our boarding guests, all pets must be completely immunized and tested negative for intestinal parasites.
• Dogs must be current on their Rabies, DA2PP, and Bordetella vaccines.
• Cats must be current on their Rabies & FVRCP vaccines.
• All boarders must provide proof of a fecal test negative for parasites. If your pet has been treated elsewhere, proof of vaccination and testing will be required before boarding admission.
Pets overdue on required vaccination or those with an unknown vaccination history will need to be vaccinated by our doctors. Any pets found with internal or external parasites will also be treated by our doctors.
To maintain a safe and healthy environment, all incoming boarders are preventively treated with Capstar (nitenpyram) to kill any fleas that may have arrived with your pet.
Toys & Personal Items – If you feel strongly about leaving something personal and special with your pet, we are happy to accommodate, but please understand that we cannot guarantee the condition or return of personal items. We will do our best to keep track of those pet toys and favorite blankets.
Diet – If your pet requires a special diet or you prefer they receive something particular, please bring it along at the time of admission. Our boarding guests are otherwise fed an easily-digestible diet that is gentle on their systems.
Boarding something with us other than a dog or cat? A parrot, turtle, or prairie dog maybe? Well, come on down, but please be sure to bring along a suitable enclosure and whatever food items your pet may require during their stay with us.
Here are just a few things you should know about pets spending time away from home - First of all, appetite, behavior, and activity levels may vary. For example, some dogs bark incessantly while here – talking to each other every waking moment – others pace all day long and still others remain glued to the front of the enclosure, taking in all that’s going on around them.
Any or all of these things can create issues like sore throats, tonsillitis, or an upset tummy. Even with the very best of care, problems will sometimes develop.
If any issues arise during your pet’s stay, a doctor will evaluate your pet, reach out to you, and address as appropriate.