Authorized users on your account
Although there is not a pet HIPAA law in place, we value your privacy and maintain strict guidelines on who can access your pet’s medical care. Every account has a place to list a primary and secondary owner. The primary has full authorization on the account. This means they are able to change who is listed, remove the secondary owner, and move their pet’s medical history to another account. The secondary is authorized to make appointments and medical/financial decisions for your pet. Anyone who is NOT listed on file, cannot bring a pet in for appointments and Pet Hotel stays, unless you inform our team in advance. Any other individuals who actively participate in your pet’s care can be added onto your account alerts for continued authorization. Primary owners on file will receive all notifications from us by default.
Multi-Pet Appointment Reservation/Deposit
At our office, if you would like to schedule wellness or sick pet appointments for multiple pets, we are happy to accommodate! Since multi-pet visits require a greater amount of time to be reserved for a single veterinarian than a standard appointment, a deposit is required. At the time of reserving, we will ask to take a deposit equal to the exam fee for each pet you are scheduling. To retain this multi-pet deposit, we ask that you give 24 hours’ notice of cancellation or need to reschedule. When you come to the scheduled appointment, the deposit goes towards the cost of the visit. Any additional treatment you may decide upon with your veterinarian will need to be paid for at the time of your visit.
Appointment Grace-Period
Every appointment (excluding surgery and specialty appointments) has a 15-minute grace period. After the 15-minute grace period, the veterinarian you are scheduled to see will determine whether or not we are able to accommodate your pet’s appointment. Rescheduling is generally recommended.
Prescription Requests
We are always happy to help you get necessary medications for your pet. Whether we fill them ourselves, or assist you in acquiring them elsewhere, we ask for 72 hours to fulfill prescription requests. We do not have a fully stocked pharmacy in hospital so we often refer clients to our online pharmacy, VetSource. We are here to assist you through the process. We also recommend Vetsource as an option to have prescriptions easily delivered to your home. Our doctor team assesses all medication requests (new or refills), then sends approved medications to our technician team to either complete in hospital or call into an outside pharmacy. Because our staff is also tending to the patients in our care, we request you reach out at least 72 hours prior to your pet needing their medication(s).
Surgery Deposits
For all surgical procedures, with exception of specialty procedures, a deposit will be required at check in for half of the estimated total cost. If you plan to pay with CareCredit, we will not take a deposit, but will check the limit on your account to verify that the available funds cover the estimated costs. Any remaining balance is expected to be paid at time of check out. Specialty procedures require a full deposit of the estimated cost at time of check in.
Health Certificate Deposit
We have a Patient Care Coordinator (PCC) who is responsible for all the scheduling of specialty procedures and appointments, including Health Certificates. When calling to request an international or Hawaiian Health Certificate, a Client Care Representative will confirm basic travel details and take a deposit of $75 for scheduling on behalf of the PCC. The PCC will research all destination requirements and gather necessary information before calling to discuss and schedule your pet’s appointment. This $75 deposit only applies to international and Hawaiian Health Certificates, as they require more in-depth work prior to your appointment with the doctor. Domestic health certificates (i.e., continental US and Mexico) require different processes. The deposit cost will be credited toward the cost of the health certificate at the time of the exam. Should the appointment be canceled, or you decide not to schedule an exam, this deposit is non-refundable, as the work to prep for an appointment is lengthy.