If your pet is experiencing an emergency, please call ahead to alert a member of our team at (704) 949-1100
Important Information For Clients Regarding COVID-19 Virus
Due to concerns about the novel coronavirus and related disease (COVID-19), we are taking additional precautionary measures (per CDC recommendations) within the hospital to keep staff, doctors, animals, clients, and visitors safe, while continuing to provide essential patient care.
When You Arrive: Curbside Check-in
It is our intention to continue to provide uninterrupted specialty and emergency care to you and your pet.
In order to do this, we have implemented precautionary measures, including our Curbside Checkin Process, to protect our patients and their families, as well as our dedicated team members who keep our hospital running 24/7.
Optional Contactless Registration
Would you prefer Contactless Registration? Fill out our New Patient Form online.
STEP 1
Call When You Arrive
When you arrive, please park in a numbered spot if available. Call us and speak to a Client Service Representative.
STEP 2
Wait In Your Car Outside The Hospital
A nurse will meet you and your pet at your vehicle to gather your pet's medical history. Your pet will then be brought into the building by the nurse for triage and to obtain vitals.
Please wait in your vehicle for a phone call from your pet’s veterinary care team. Remember to turn up your ringer and have your phone charged. We have charging cables available for your use.
STEP 3
Pay For Your Pet's Visit
For your convenience, we offer contactless payment over the phone. All major credit cards, CareCredit and Scratchpay are accepted.
STEP 4
Questions? Reach Out To Us
Thank you for all your dedication and support during these challenging times! Please reach out with any questions.
Social Distancing
If you are ill with symptoms of respiratory disease, please send an authorized agent to bring your pet to the hospital. All clients and authorized agents will be asked COVID screening questions at the time of appointment confirmation or time of arrival at the hospital.
We ask that clients wear a face mask for curbside interactions with staff, and masks are mandated for entry into the building for the duration of your visit.
6 Paws Apart! Keep 6 feet between yourself and other pet owners and staff members. Cover your cough or sneeze.
COVID-19 Protocol FAQs
Read these FAQs we've received from patients about our COVID-19 protocols.
- Why can’t I come in with my pet?
In order to reduce the likelihood of close contact or unknown exposure to COVID-19, we have suspended patient visitation and are limiting the number of people entering the building.
- How does the visit work?
A nurse will ask you about your pet’s history either by phone and/or curbside when you check-in. Your pet will have their vitals checked and an examination performed inside the building.
- Are patients treated on a first-come, first-served basis?
Just like a human ER, we must consider and constantly evaluate each pet’s illness or injury and treat life-threatening conditions and the most severe pets first.
If you feel your pet’s condition is worsening, contact us immediately to report these changes.
- Why do other pets come and go before my own pet?
We see both specialty and emergency patients. Specialty patients are seen by appointment and do not impact the wait time for emergency patients.
- Why is the wait so long?
We know that waiting is hard, and our wait times are longer than usual right now. Reasons for wait times that can be hours long include changes to hours and services of some local veterinary clinics and the impact of COVID-19 on our regular patient flow processes.
If you’re interested in the option to drop your pet off, please ask your pet’s nurse or doctor.
- How much is this going to cost?
Our Emergency exam fee is $104 and covers your pet’s triage and vitals by one of our nurses, and a physical examination by an emergency veterinarian.
An estimate will be provided for any additional diagnostics, treatments, or prescriptions and we do require a deposit for pets being admitted into the hospital.
- May I use the restroom?
Absolutely! Please call to let us know you’ll be coming in to use the restroom; upon entering the front double doors, a CSR will direct you to the facilities.
- Do you have a phone charging cable I can borrow?
We have charging cables available for your use. Please see the front desk if you need to borrow one and be aware that we ask you to leave your ID so that we can ensure the return of the cable and the continued use for future clients.
- Will I speak with a doctor in person?
More than likely, you will speak with your pet’s doctor by phone.
- Why am I on hold for so long?
Because COVID-19 is requiring less in-person communication, the time our team is on the phone with worried clients just like you has increased. We appreciate your patience.
Online Pharmacy
For clients who do not want to travel into the clinic please utilize our Hospital’s Online Pharmacy. This can be a great resource to ensure proper social distancing, but still provide the necessary medications and nutritional products.