Patient Information
Please Call Ahead
Priorities / Triage
As an emergency facility, we operate on a triage system similar to that of human hospitals. This means that patients are evaluated and treated based on the severity and urgency of their condition. In situations where multiple emergencies arrive simultaneously, those with the most critical needs will be seen first. While we make every effort to assess and treat each patient as quickly as possible, there may be necessary wait times. We sincerely appreciate your understanding and patience as we prioritize lifesaving care.
When Your Pet Arrives
When you and your pet arrive, our triage receptionists will greet you and promptly take your pet to the treatment area with the nursing staff for vital signs, weight, and a physical examination by the doctor. A receptionist will guide you to a private room when available while the doctor performs their exam. Due to the ongoing critical care that happens in our treatment area, pet owners will be asked to wait in the consult room or lobby while your pet’s status is being assessed for the safety of our patients and their families.
Once the exam is complete, the doctor will join you in the room to discuss your pet’s medical concerns and their recommended treatments moving forward. This may include diagnostic testing, medications, hospitalization, intravenous fluids, possible procedures or surgeries, depending on your pet's specific needs.
Following the consultation with the veterinarian, we will provide a detailed treatment plan along with an estimate of anticipated costs for your review and approval. We will not treat any patient beyond the initial emergency fee without your consent first. We will ask for your signature indicating that you understand the treatment recommendation and accept the financial responsibility for the cost of care that is quoted on the estimate. Because a patient’s condition can change, treatment plans and associated costs may need to be adjusted throughout your pet's stay. Please remain available for contact during your pet's stay in case we need to update you about any changes in the status of your pet. We will review and approve any necessary adjustments with you before moving forward.
Medical Updates and Phone Calls
Following the completion of your pet’s diagnostic testing, one of our doctors will contact you to review the results and discuss any updates to their treatment plan. While your pet is hospitalized, you will receive regular updates from a doctor each morning and evening regarding your pet’s condition and progress. In the event of any significant changes in your pet’s status, we will contact you promptly. We understand how important it is for owners to be well-informed about their pets' ongoing care and encourage owners to remain involved. You are always welcome to call the hospital for an update; however, please understand that our doctors are responsible for the care of multiple hospitalized patients and may not always be immediately available to speak. When a doctor is unavailable, other members of our trained veterinary staff can provide accurate and up-to-date information about your pet’s condition. If you would prefer to speak directly with a doctor, a team member will gladly take a detailed message and ensure your questions are addressed with a return call as soon as possible.
Visiting Your Hospitalized Pet
To help us provide the best possible experience, please call ahead to check visiting availability. This allows our team to ensure that an appropriate space is prepared for your visit and that your pet is stable and ready for interaction. Please note that during peak hours such as weekends when multiple emergencies are being triaged and treated, visiting availability may be limited or unavailable. In these situations, we kindly ask that you call back to check if visitation has become available. We appreciate your understanding as we prioritize patient care and work to accommodate visits as safely and efficiently as possible.
When Your Pet is Ready for Discharge
When your pet has been medically cleared to leave the hospital by one of our veterinarians, we will provide you with a pickup time to go over their discharge instructions. To ensure efficient nursing care and hospital operations, pets that are ready for discharge must be picked up during these designated times. Patients who are ready for discharge during weekdays should be picked up before 8:00 a.m. or after 6 pm, provided your pet has been cleared for release by our medical team. Weekend discharge times may very depending on the improvement of your pet’s status.
At the time of discharge, we ask that pet owners plan to allow approximately one hour for the process. This ensures our team has adequate time to thoroughly review all important information regarding your pet’s diagnosis, treatment, medications, ongoing care instructions, and any necessary follow-up recommendations. It also provides an opportunity to address any questions or concerns you may have, so you feel confident continuing your pet’s care at home. Because multiple patients may be scheduled for discharge at the same time, this timeframe allows us to give each pet owner the attention and detailed guidance they deserve.
At the time of discharge, you will receive detailed instructions regarding your pet’s ongoing care, medications, and any necessary follow-up recommendations. For your pet’s safety and comfort, please bring a leash for dogs and a secure carrier for cats or small animals.
Transfer of Patients
After your pet has been discharged from our hospital, we emphasize the importance of follow-up care and continued treatment to ensure the successful resolution of your pet’s condition. In many cases, patients may require additional follow up care or monitoring of their conditions with their primary veterinarian. We will coordinate closely with your primary care veterinarian to support a smooth transition. Our team will supply complete medical records to both you and your veterinarian to ensure ongoing care is well-informed.
Fees and Payment Policies
Our fees reflect the specialized, around-the-clock care, advanced equipment, and highly trained staff required to operate a fully equipped emergency and critical care facility. All charges are consistent with those of comparable veterinary emergency hospitals. Payment is expected at the time services are rendered. This is necessary to meet the costs of maintaining a well-equipped emergency and critical care facility, complete with highly trained and skilled team members.
We will provide a detailed treatment plan along with an estimate of anticipated costs for your review and approval prior to your pet’s admission to the hospital. Because a patient’s condition can change, treatment plans and associated costs may need to be adjusted. Should your pet’s status change, we will make every effort to contact you to discuss and authorize any additional care. In the event of a critical situation where you cannot be reached, our medical team will proceed with necessary treatments in the best interest of your pet.
We accept multiple forms of payment, including cash, personal checks, and major credit cards. We also accept CareCredit & ScratchPay.
CareCredit and ScratchPay Financing
To help manage the financial aspects of unexpected veterinary emergencies, we are pleased to offer CareCredit and ScratchPay as a financing option.
CareCredit provides pet owners with a convenient way to cover the cost of treatment through flexible payment plans, including options with little to no interest for qualified applicants. This allows you to focus on your pet’s immediate medical needs without added financial stress. ScratchPay is a similar service that offers simple, transparent payment plans to allow you to pay for your pet’s care over time rather than all at once. Both application processes are quick and can be completed online, with no hidden fees. Once approved, you can select a payment plan that fits your budget, making it easier to move forward with the care your pet needs without delay.
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