NO-show policy: “If you are unable to keep an appointment, notify us by phone or text at least 24 hours in advance to reschedule and so we may help another patient in need. For appointments that are not kept or cancelled within the 24 time frame a $45 no show fee will be applied to your account. This will be included in your next visit.
Mutual respect policy: “Our compassionate and knowledgeable team can help you with your questions and concerns, including our client service representatives, licensed technicians, and veterinary assistants. They are expected to treat you and your pets with courtesy and respect. The questions they cannot answer will be related to medical questions not related to the condition your pet was seen for, or recommendations for treatments or care not provided to them by your Veterinarian. All team members should be treated with the same respect as our doctors. We take pride in mutually respectful relationships that benefit you, your pet, and us.”
Special Orders: Some of the medications and prescription foods that your pet needs are not kept on hand in the hospital. It is very important that you contact us in advance so we can get orders placed before you run out. All special orders must be received by 12:pm Friday in order to be delivered to us the next week. If orders are not received by then we might need place single item orders from our vendors. We then can be charged up to $20 for special orders which we would need to pass along to our clients.
Medication refills/reorders: We have a prescription line set up to record your requests. We require a 24 hour turnaround to get these in-house medications filled. We will contact you when your order has been filled by fax/email or phone. All calls must be received by 12:pm Friday for Monday pickup. If it is critical meds we will try hard to get them filled as soon as possible
Written Prescriptions/Internet Pharmacies: We will be glad to write you a hard copy prescription whenever you wish. There can be a 24 hour turnaround to pick these up. We will contact you by text/email/phone when they are ready. We do not deal directly with any internet pharmacies or any pharmacy located out of state. We will be glad to fax our written prescription to all licensed pharmacies in our state.
Medical records and VCPR policy: “By law, we must establish a veterinary-client-patient relationship (VCPR) to provide medical care for your pet. This is defined in Nevada State Code as our doctor physically examining your pet within the past 365 days. A VCPR is required to request refills of prescription medications and food, ask questions about health status or behavior, and request certain services. We cannot provide these services if we do not have a legally valid VCPR. You are entitled to a complete and thorough copy of your pet’s medical records at any time. Medical records will be transferred by your request in the next two business days. Record transfers may only be made by the listed agent(s) on the account. Upon termination of the VCPR, we will transfer pets’ records by email to a veterinary hospital of your choice.”