Frequently Asked Questions
HOW DO I KNOW IF MY PET IS EXPERIENCING AN EMERGENCY?
WHAT IS THE PROCESS FOR HAVING MY PET SEEN FOR AN EMERGENCY AT YOUR HOSPITAL?
It all starts with a phone call. If you suspect your pet is experiencing an emergency, please pick up the phone and call us, right away.
Once you arrive at our hospital, your pet will be triaged, just as you would be if you went to a human emergency room. Your pet’s vital signs (such as weight, heart rate, respiratory rate, and gum color) will be assessed by our client care team. Then, if your pet is stable, he or she will likely wait with you in an exam room or our lobby until the veterinarian is able to perform your pet’s examination.
If your pet is not stable, we will bring them to our treatment area for life-saving medications and/or procedures. Our team will also request to know your wishes regarding resuscitation.
It is important to remember that although we see pets in a first-come, first-served order, animals experiencing a life-threatening emergency will always be seen first, so you may incur a wait. And just like in a human emergency room, wait times are often longer on weekends and holidays. We have television, wireless internet, and snacks to help the time pass more enjoyably!
WHY ARE SOME PETS EXAMINED BY A DOCTOR BEFORE OTHERS, EVEN IF THEY HAVEN’T BEEN WAITING AS LONG?
All pets are assessed by our medical team, have their vital signs recorded, and if needed, are provided pain medications soon after arrival. We triage pets to ensure that those in life-threatening conditions receive additional treatment first. It is our policy to apprise pet owners of their pet’s condition and provide updated wait times throughout their pet’s stay.
DO YOU PROVIDE PREVENTATIVE CARE, LIKE WELLNESS EXAMS, VACCINES AND HEARTWORM TESTS?
No, we only provide emergency care and referral specialty care. We have a list of member clinics should you require a family veterinarian.
WHAT IS THE PROCESS FOR HAVING MY PET REFERRED TO YOUR PRACTICE FOR A SPECIALTY APPOINTMENT (NON-EMERGENCY)?
Typically, your family veterinarian will begin the referral conversation. If he or she feels your pet would benefit from a visit to one of our specialty departments, your veterinarian can contact us and talk directly to our doctors. It is important that we receive all of your pet’s recent x-rays, bloodwork or medical records. After that conversation has taken place (or if you don’t have a family veterinarian,) you may call our referral department to schedule an appointment with a specialist. Please call (651) 501-3766, and select ‘Schedule an appointment with a specialty’ within the phone menu. Appointments with most departments are available Monday through Friday during normal business hours.
WILL MY FAMILY VETERINARIAN BE UPDATED?
It is our goal to function as an extension of your family veterinarian’s practice; that is, we strive to provide seamless, integrated care that includes your family veterinarian. We will keep your vet updated through verbal and written communication.
Your vet will also receive a complete medical record, including laboratory findings and access to x-rays. If follow-up care from an emergency or referral visit is needed, we will encourage you to schedule it with your family veterinarian.
WHAT ARE YOUR PAYMENT REQUIREMENTS, AND DO YOU OFFER A PAYMENT PLAN OPTION?
Upon your pet’s arrival, our team will request an initial approval of an amount to include the examination fee, medications for stabilization and pain management (as needed,) and initial diagnostic testing.
Once your pet has been examined, a veterinarian will create a customized treatment plan for your pet with all associated costs. Our team will review the treatment plan with you, and treatment will proceed pending your approval of the plan and payment of a deposit. The amount of the deposit is a percentage of your pet’s treatment plan. The balance of the cost of treatment will be due upon your pet’s discharge from our hospital.
When financial barriers to care exist, we offer two payment plan options. Each plan has different requirements, including credit history, an existing checking account, and an initial deposit. Information and requirements for each of those options, as well as an overview of which payment types we accept, can be found here.