HOSPITAL POLICIES

Our goal is to serve our patients and pet parents with quality and individualized medical care in a timely manner. No shows, late arrivals, and last-minute cancellations inconvenience those who need access to immediate veterinary care. 

Appointment Policy

We will accept appointments no later than 15 minutes after the assigned time- after 15 minutes, appointments will need to be rescheduled.

If you are unable to arrive at your scheduled time slot, we require that you call at least 24 hours in advance. Appointments are in high demand, and your early cancellation will allow another patient who is in need of treatment access to timely veterinary care. 

Surgery Policy

We make early confirmation calls the week before the scheduled surgeries on Fridays or Mondays. An email will be sent for instructions pre-surgery on Monday (same week as surgery), we advise you to respond to the email to make sure the instructions are received.

Clients must confirm 1 to 3 days, by phone or email, before their appointment to ensure their slot. The client can opt-in or out to receive a reminder call the day before the surgery.

If we do not receive a call/email to cancel or reschedule the surgery and are unable to reach you, the care team will leave messages to reschedule. If the client does not show for their drop-off time after confirming, we will charge a deposit of $100 to reschedule the surgery.

Lobby Policy

For the safety of all our patients and clients, pets must be on a leash or carrier at all times.

To avoid any accidents, please do not let your children approach pets that are not in your household.

Please refrain from making sudden loud noises or sudden movements. 

Code of Conduct

We will NOT tolerate under any circumstances:

1. Verbal abuse, malicious/hurtful statements, and profanity towards staff or customers.
2. Any form of harassment, within the hospital or online.
3. Any form of threat or intimidation tactic towards staff or clients.
4. Any form of physical abuse, which will have you immediately kicked off of the property and indefinite termination.
5. Failure to follow staff instructions.
6. Discriminatory or racist comments/acts.
7. Inappropriate behavior resulting in a disruptive environment within the hospital.

We have incorporated a strike system to ensure our conducts are being met. 

The point system is as follows: 

• First strike: verbal warning either in person at the hospital or through a phone call.
• Second strike: a letter and contract will be sent to the address on file. 
• Third strike: termination.