Hospital Policies

Appointment Cancellation Policy

We understand when mistakes happen or appointments are forgotten. Our goal, however, is to keep our appointments available for our patients that need medical attention.

For this reason it is important that we be notified of any cancellations no later than 8:30 am the day of your appointment. (The more notice we have, the more time that gives us to call clients waiting for an opening and allow them to adjust their schedules.) Clients calling after 8:30 am the day of their appointment, or who miss their appointment, will be mailed a policy notice reminder. A second missed or "late" cancellation will result in the client being asked to pay a $20 missed appointment fee which will be applied to their account as a credit toward their next visit. If that next visit is missed or has a “late” cancellation, the $20 appointment credit will then become a non-refundable cancellation fee.

We hope you understand the need for this policy and thank you for allowing us the opportunity to take care of your pet's healthcare needs.

Surgery Appointment No Show Policy

A surgery, dentistry, or anesthetic procedure “no show” is a client who misses a surgery appointment without providing 48 hours of notice of cancellation. Any missed spay, neuter, dental, surgical or anesthetic appointment will result in a non-refundable $100 cancellation fee. The surgery or dentistry will only be rescheduled after this fee is paid.

Appointment Policy

To allow ample time for all patients and scheduled surgical procedures, we operate primarily by appointment. Emergency cases shall always receive top priority, which is why occasional appointment delay is inevitable. Please realize that we make a sincere attempt to see each client on time.

Patient Arrival Policy

For your protection, and that of others, all dogs must be on a leash and properly controlled while in the waiting area or exam rooms.

All cats must be presented in an appropriate cat carrier or on a leash.

For the safety of all animals in our care, we require that all vaccinations be up to date. Even though we make every effort to make our patients feel comfortable during visits, they may be a little uneasy about new people, new surroundings and other pets. This is one of the reasons we ask that you do not restrain your pet. We recommend that animals be placed on a leash or in pet carriers before entering the waiting room.

For your convenience, drop-off appointments are available. A drop-off means you could bring your pet to the hospital and leave him/her with us for a couple of hours. Usually, we will ask you to come sometime in the morning, so our doctors can examine the patient in between appointments or at the time purposely reserved for admitted patients. Once the doctor is done with the exam, she will give you a call to go over the diagnosis and to give you discharge instructions.

Payment Policy

We require full payment at the time that services are rendered. For your convenience, we accept Visa, MasterCard, Cash and Check. Any accounts that are sent to collections after 90 days of non-payment will be marked no further services even in the event that the balance is paid in full.

Return Policy

Just like with a human pharmacy, products that have left our facility cannot be returned. However, opened bags of dog and cat food may be returned or exchanged because they are guaranteed by the manufacturer.