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Hospital Policies

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Appointments 

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Appointments can be scheduled by calling us during office hours or booking online through our website. We see patients on an appointment-only basis and our receptionists do their absolute best to book your pet a timely appointment that works for your schedule and ours. 

 

Late Arrivals 

 

We kindly ask that you arrive on time to your scheduled appointment. Clients that arrive more than 10 minutes late for a scheduled appointment will have to wait to be seen depending on the timing of the next scheduled visit. If you know you are running late, please call ahead so that we can adjust accordingly.  

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Cancellations & No Shows 

Rescheduling your pet's appointment ahead of time allows us to see other sick patients during your time slot. Cancellations with less than 24 business hours notice will be charged a fee of $35. 

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Patient Restraint 

 

For the protection of staff, clients, and their pets, animals must be properly controlled on a leash or in an appropriate pet carrier while on hospital premises.  We want all of our patients to be safe and comfortable. If your pet has special behavioral needs, we are happy to settle you in an unoccupied exam room upon check in. 

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Medication Requests/Refills 

 

Prescription medications and diets can be ordered for pickup or mailing through our prescription line, email prescription box or website.

 

Please note that we can only fulfill requests for current hospital clients with a valid doctor-patient relationship per Massachusetts State Law. The law states that ALL PATIENTS must have been examined by the veterinarian within the past year for the relationship to be valid. Prescription medications include flea & tick preventatives, heartworm prevention, medicated shampoos, therapeutic diets, some dental products and all drugs.

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Payment Policy 

 

We require payment in full at the time services are rendered. For your convenience we accept payment in the following forms:  

  • Visa

  • MasterCard

  • Discover

  • American Express

  • Apple Pay

  • Cash

  • Personal checks.  

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Patient Referral 

 

We always try to provide the best medical care & advice for your pet's specified needs. This can sometimes mean a referral to a veterinary specialist. Board certified veterinarians are specially trained in their fields and have the specialized diagnostic & medical equipment necessary to treat pets with complicated conditions. 

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Emergency Services 

 

We ask that clients call ahead to alert us that they will be bringing their pet in for emergency care, however we realize in some cases, this is not possible. All emergency patients (walk-in patients included) will be immediately assessed by a doctor or technician. Patients in critical condition will be taken to the treatment area and every attempt will be made to stabilize the patient. Depending on the situation, one of our staff members will communicate with the client on the pet’s condition and when able, a doctor will discuss diagnostic, treatment, and referral options for continued care. Patients who present with non-life-threatening conditions will be asked to stay in the waiting area or other designated area until a doctor is available to attend to the pet. 

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