Hospital Policies

California Medical Board regulations require that a doctor at our hospital has performed a physical exam on each individual pet within the last 12 months to prescribe medications, authorize prescription refills, or perform any treatments within our facility, including vaccines and nail trims. A violation of this law puts our doctor’s license at risk.

We ask that all clients call to schedule appointments to allow ample time for the care of all patients. Emergency cases always receive top priority, which may result in an occasionally delayed appointment. Please realize we make a sincere attempt to see each client on time.

If you are more than 10 minutes late for your scheduled appointment, we may ask you to reschedule

If you cannot make your scheduled appointment, we require that you cancel at least 2 hours prior to avoid a $50 cancellation/no-show fee.

For everyone’s safety, all dogs must be on a leash and properly controlled while in the lobby/exam rooms. All cats must be in an appropriate carrier.

We require full payment at the time of service. We accept cash, checks, Visa, Mastercard, American Express, Discover, Apple Pay, and Care Credit. If you authorize a 3rd party representative to present your pet for treatment in your absence, payment is also required at the time of service. Deposits may be required for certain procedures, such as ultrasounds.

We ask for at least 24 hours’ notice when requesting prescription refills. Your pet must have had an exam within the last 12 months for a doctor to approve the refill request. (See veterinarian/client/patient relationship).

Prescription medications that have left our facility cannot be returned, even if unopened or unused. While this includes heartworm/flea/tick prevention, should your pet have an adverse reaction to the medications purchased here, we will work with the manufacturer to obtain a refund. Unopened or defective over-the-counter products, dry/canned food (opened or unopened), may be returned or exchanged as they are guaranteed by the manufacturer.

We can submit insurance claims on your behalf, as a courtesy. Please provide us with a blank, signed claim form (please leave the date blank), and we will keep it in your pet’s file. We are a partnered Trupanion Express hospital and can submit claims electronically if you have Trupanion. Please remind reception at check out to submit the claim, and they will do so as time permits, as we do not send them automatically.

We will share medical records with referring veterinarians, specialty hospitals, emergency, or other veterinary hospitals if they request records on your behalf. Grooming and boarding facilities, we will only share vaccine information.

We strive to provide exceptional care and service to all our clients and their pets. We believe in maintaining a respectful and cooperative relationship with our clients, as it is crucial for the well-being of the animals under our care. We expect all interactions with doctors and staff to be professional and respectful.