Client Services


	We have experienced tremendous growth over the past several years. In order to help those clients who have been with us since the beginning, along with our new clients, we have attempted to outline some of the more common areas for which we receive questions. Emergency Service (i.e., what is considered an emergency?):
		Difficulty breathing
		Gums are blue or purple or white in color as opposed to pink
		Bloated appearance of the abdomen/non-productive vomiting
		Inability to urinate/defecate
		Vomiting over a prolonged period (especially with some cats and dogs or puppies)
		Inability to eat or drink
		Profuse bleeding

	Click Here to Download Our Hospital Stay Information Packet

	Busy Times:
		Due to the volume of appointments and surgeries we see, it is not always possible for the Doctor to take phone calls first thing in the morning or in the middle of the day. Please feel free to contact the Day Manager after 10:00 a.m. and at any other time throughout the day for an update on your pet. If you find it necessary to speak to a Doctor, please leave a message with the Day Manager. They will ensure that the message is passed along, and will call you back directly to either retrieve more information or to relay a message from the Doctor. Rest assured that your call is very important to us, and we will make every effort to respond to you in a timely manner.

	Labwork/Bloodwork:
		We encourage you to take an active role in gaining information regarding your pet’s lab results. If you have not received results from us during the timeframe given to you, please contact us. It is sometimes necessary for the Doctor to call you back late in the day/evening with results. The Doctor may also have the Day Manager contact you or, if you are unavailable we will send you results in the mail. The Day Manager does not interpret labwork, so please do not ask them to. We realize your pet’s results are important to you, so we will again make every effort to contact you or respond to you in a timely manner.

	Finding a Doctor:
		Finding the Veterinarian that’s right for you and your pet is as important as finding your own Physician. For new clients, we hope that you will find our Doctor profiles helpful in selecting your pet’s Veterinarian. You can also seek referrals from friends, other hospitals or our staff to assist you in making this decision. If you are ever uncomfortable with the Doctor you have chosen, please don’t give up. We are more than willing to listen to your concerns and to help you select another Doctor.

	Estimates/Payments:
		Estimates should always be given, especially in regard to hospitalizations for a sick pet. If you are not provided with one and would like one, please ask. Additionally, keep in mind that an estimate is just that—an estimate—and the cost could potentially be higher or lower. In the event of an extended hospitalization, it’s wise to ask for a daily update of your total invoice. Payment is expected at the end of your pet’s hospital stay. We offer Care Credit as an alternative payment option. You can discuss this with the Day Manager at any time.

	Euthanasia:
		The decision of when to euthanize is highly personal and is never easy. While our staff cannot tell you what to do, we will do our best to be supportive. Sometimes euthanasia or the death of a pet takes us by surprise and we’re left at the last minute to make decisions about what to do with the remains of our pet. We utilize a company that offers several options in that case. One option is a group burial with no ashes returned. The second option is a private cremation with ashes returned. You may also take the body home if your township allows. Sometimes it helps to make these decisions in advance, and our staff can guide you through this process.