Hospital Policies
Hospital Appointment Policies
We ask that you arrive 5-10 minutes before your scheduled appointment time so you may benefit from your full exam time. New client and patient records should be sent to us in advance to help our medical team prepare for your pet’s visit. Any applicable forms that have been sent to you for your appointment should be completed prior to arrival for your appointment.
Late Arrivals
We strive to ensure clients and patients are seen in a timely manner and appreciate your on-time arrival. When even one patient arrives late, it can throw off the entire schedule for that day. In addition, rushing or “squeezing in” an appointment shortchanges the patients and contributes to decreased quality of care. Therefore, if you arrive late for an appointment, please be aware that your appointment may be rescheduled. We apologize for any inconvenience this might cause.
Missed (“No-show”) Appointments
If you are unable to keep an appointment, please notify us by phone at least 24 hours in advance to reschedule so that we may help another patient in need. Missed appointments may require a nonrefundable deposit when rescheduling. When this appointment is kept, the fee will be applied to the invoice. If the appointment is not kept, the fee will be forfeited.
Surgery Missed (“No-show”) Appointments
Quality care of our patients is our priority and any missed appointments or surgeries can have a negative impact on the healthcare that we provide for our patients. It is because of this that we require any surgery that has been canceled or rescheduled with less than 48 hours’ business days’ notice to secure their rescheduled surgery date with a $200 deposit. The deposit will go toward the surgery invoice once performed. If the surgery is then canceled or rescheduled for a second time with less than 48 hours’ business days’ notice, your deposit will become non-refundable.
Ultrasound Appointments
Specialty procedures with our ultrasonographer, Dr. Steeves, require a deposit in the amount of $200. This deposit will be taken upon scheduling your appointment and it secures your ultrasound appointment. The amount will go towards services the day of your pet’s procedure. It will be forfeited if you do not cancel or reschedule your appointment without at least 48 hours’ business days’ notice.
Exotic Pet Appointments
Due to the availability for appointments in the care of exotic pets being limited, we require a deposit for any new exotic animal appointment in the amount of $75. This deposit secures your appointment and the amount will go towards services the day of your visit.
In addition, any exotic animal surgery will require a deposit in the amount of $200. This deposit secures your surgery date and the amount will go towards services the day of your pet’s surgery. It will be forfeited if you need to cancel or reschedule your pet’s surgery and do not notify us with at least 48 hours’ business days’ notice.
Payment
Payment is required when services are provided. Prepayment may be required in some instances and we will be sure to notify you if a situation of that nature arises. For your convenience, we accept cash, checks, and credit and debit cards. We offer financing options through CareCredit and ScratchPay. You may ask about the cost of your pet’s care any time.
Patient Arrival Policy
For your protection and that of others, dogs must be on a leash at all times. We will provide a slip lead for your convenience if needed. All cats must be in an appropriate cat carrier or on a leash. We sell cardboard cat carriers for your convenience if needed.
Mutual Respect Policy
Our compassionate and knowledgeable team can answer your questions and concerns, including our client service representatives, licensed technicians, and veterinary assistants. All team members should be treated with the same respect as our doctors. If team members are relaying advice or information, they have been authorized and trained by the doctors to provide this communication. We take pride in mutually respectful relationships that benefit you, your pet, and us.
Medical Records and Physical Exam Policy
The state of New York requires that we have performed a physical exam on your pet within the last 12 months for us to dispense medications, give medical advice, and provide certain services. We cannot provide these services if we have not seen your pet within the last 12 months.
You are entitled to a complete and thorough copy of your pet’s medical records at any time, including transferring them to a third party for adoption of new pets, housing verification, or scheduling of boarding, daycare, training, or veterinary specialist appointments. Medical records will be transferred by your request on the next business day. Record transfers may only be made by the listed agent(s) on the account.