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What To Expect During COVID-19

Last Updated August 21, 2020

Check-In

  1. 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.

  2. 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.

  3. Please expect to remain either at home or in your car 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.

What Is Happening?

  1. Your pet was brought to our treatment area for vital signs and a physical examination by a veterinarian.

  2. We typically advise keeping your pet supervised under the care of our veterinarians. If you prefer to bring your pet home during the wait, please call to inform us. As long as your pet is stable, we can keep your place in line and call you to return when it is closer to your pet’s turn to be seen by a vet. During peak times, it is possible that our hospital will reach capacity and some pets will be asked to wait with you (if the veterinarian determines them to be stable).

  3. If our triage nurse determines that your pet is likely to need urgent care (such as pain relief), you will be provided a treatment plan for this before you speak to a doctor. The veterinarian on duty will examine your vet and ultimately decide if this immediate care is necessary.

Medical History & Physical Examination

  1. After your pet is brought into the hospital and we have received the blue sheet to check in your pet, you are welcome to leave as long as you are available by phone. We are happy to call 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 severely increased. At peak times, wait times have extended 8-12 hours.

  2. 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. The veterinarian will typically call you next to discuss your pet’s physical examination 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

  1. We normally allow you to visit your pet in the area where they will be hospitalized. Because we are limiting traffic through our hospital, we have changed this policy. We can arrange a hug at the door before you head home. Click here to read more about overnight hospitalization.

  2. Please call us anytime for an update on your pet. We like to touch base with owners during the daytime. It is best to call any time after 9am to have a better chance of speaking with the veterinarian caring for your pet.

Finances

  1. Payment is due at the time of service.

  2. 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.

  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 checks, and all major credit cards. We also offer payment plan options including: CareCredit (medical credit card), Ally (loan program), 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 an interest in one of these options anytime.