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What To Expect During COVID-19

Last Updated July 28, 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. 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 promise to communicate with you as soon as we possibly can. After your pet has been assigned a doctor, typical wait times are 2-4 hours. Keep in mind that we are always seeing the critical patients, so at peak times, wait times can be extended 8 hours or more. We encourage you to head home after drop off, unless otherwise directed by our staff. We are willing to work with you if it's after midnight to pick up your pet in the morning if your pet is stable, and we've delivered the recommended care.

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.

3. A veterinarian will follow up with you over phone or by text message to discuss your pet’s physical exam findings, diagnostic results (if pre-approved), and recommendations for care (diagnostics and/or treatment).

Diagnostic Tests & Treatments

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

If Your Pet Needs Hospitalization

1. We normally allow you to visit your pet in the area where they will stay during hospitalization. Because we are limiting traffic through our hospital, we have changed this policy.

2. We like to touch base with owners of hospitalized patients during the daytime. It is best to call any time after 10am to have a better chance of speaking with the veterinarian caring for your pet. Please note that sometimes the line to speak with a veterinarian is long. The vet will call you back once they are able. You can get an update on your pet anytime from the nurse.

Finances & Discharge

1. Payment is the time of service.

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

3. 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.

4. 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.