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What To Expect During COVID-19

Last Updated July 23, 2021

Check-In

1. Mobile Check-In is available and recommended. Text “AEH” to 34947 and follow the on-screen prompts. Make sure your phone is not in “silent mode” and that you opt-in to receive text messages. You will receive a text message when it is time to bring your pet in.

2. Please let us know right away if you are exhibiting signs of respiratory illness (fever, dry cough, shortness of breath) or if you have had exposure to COVID-19. We will provide the same care for your pet regardless. We just need to take extra precautions to keep our staff safe and healthy.

3. In order to follow recommendations from the CDC to implement social distancing, we are reducing client traffic through our hospital as much as possible. Our lobby is small and will not allow for adequate social distancing. In addition to this concern, any additional space such as exam rooms and our lobby, have been allocated for patient use due to the extreme volume of pets we have been seeing since the pandemic began.

4. We anticipate your visit to take several hours so please expect to remain at home for the remainder of your pet’s visit. We plan to have the vast majority of communications with you over the phone. The primary exception to this will be for euthanasia. Clients electing for euthanasia of their pet will be escorted to a private (well-sanitized) exam room.

Medical History & Physical Examination

1. After your pet is brought into the hospital and you have checked in your pet, you are welcome to leave as long as you are available by phone. We will contact you once care has been completed. We promise to work hard to see you and your pet as soon as we possibly can. Wait times have been significantly increased. At peak times, wait times have extended 8-12 hours or more. We encourage you to head home unless otherwise directed by our staff.

2. If the mobile check in was not completed, one of our veterinary assistants will call you first to discuss your pet’s medical history. This information will be shared with the veterinarian. If the mobile check in was completed and the history filled out appropriately, the doctor will call you directly to discuss your pet’s history. In either scenario, once your pet’s history has been verified, the veterinarian will follow up with you over phone to discuss your pet’s physical exam findings and recommendations for care (diagnostics and treatment).

Diagnostic Tests & Treatments

1. If diagnostic tests were performed, one of our team members will call to go over these results once they are complete. We will send these results to your primary care veterinarian, but are happy to also email all results to you directly upon request. We will discuss treatment recommendations with you at this time.

2. Once your pet is ready for discharge, we will call you to go over the discharge instructions and take payment over the phone (whenever possible). Due to the high volume of patients being admitted and then being discharged from the hospital, expect there could be a delay with discharge. It is most ideal to complete this step from home before heading in to avoid long wait times in our parking lot. We will provide you with a paper copy of your Discharge Instructions and your credit card receipt at the door once we release your pet back to you.

If Your Pet Needs Hospitalization

We normally allow you to visit your pet in the area where they will be hospitalized. Current policy is on a case-by-case basis but limited due to exam room and space restrictions.

Finances & Discharge

1. Once your pet is ready for discharge, we will call you to go over the discharge instructions and take payment over the phone (whenever possible). Due to the high volume of patients being admitted and then being discharged from the hospital, expect there could be a delay with discharge. It is most ideal to complete this step from home before heading in to avoid long wait times in our parking lot. We will provide you with a paper copy of your Discharge Instructions and your credit card receipt at the door once we release your pet back to you.

2. Payment is due at the time of service.

3. We plan to take payment over the phone whenever possible. Credit cards are easiest to process this way. We will make other arrangements for other payment methods.

4. We understand that emergency care is never planned for so we do our best to openly communicate with you about the financial aspect of your pet’s medical care. One of our team members will call to communicate the financial aspect of the care recommended by the veterinarian. We can email you a copy of this treatment plan at any time.

5. We accept cash, personal check (up to $500), and all major credit cards. We also offer payment plan options through CareCredit (medical credit card) and Scratch Pay (loan program that is not based on credit). These programs break up the cost of your pet’s medical care over weeks or months depending upon the program selected. Let us know if you have interest in one of these options anytime.