Helpful Policies for a Smooth Visit
Our hospital policies are designed to make visits as convenient, fair, and safe as possible for all of our clients and their pets. Reading our hospital policies before a visit can help ensure that you and all of our clients have a positive experience from start to finish.
Appointment Policy
We see patients by appointment to ensure timely care. While we strive to stay on schedule, emergencies and complex cases may occasionally cause delays. We appreciate your patience and understanding, and we value your time.
Pet Safety Policy
For everyone’s safety, all dogs must be on a leash and under control while in the clinic. Cats must arrive in a secure carrier or on a leash.
Emergency Procedures
If your pet experiences an emergency during business hours, please call us before coming in. This allows us to prepare for your arrival and provide immediate care. If the situation is critical and our doctors are unavailable, we will refer you directly to AVETS or Blue Pearl, where emergency veterinarians are on staff 24/7.
Rabies Vaccine Policy
To protect our staff, clients, and patients, we reserve the right to decline treatment for pets not current on their rabies vaccination.
Pennsylvania law requires all dogs and cats 12 weeks of age and older to be vaccinated against rabies and to maintain up-to-date protection as outlined by vaccine manufacturers. This applies to both indoor and outdoor pets. Violations may result in fines of up to $300.
Medication Refill Policy
Please allow 48 hours for prescription refills. All refill requests must be reviewed by a veterinarian before approval. When calling, be ready to provide the medication name, dosage, and quantity.
Per state regulations, pharmacies cannot accept returns of dispensed medications unless recalled. This ensures all medications remain safe and properly handled. Some medications may not be eligible for return under any circumstances.
Prescription Food Orders
To ensure freshness, we place food orders every Tuesday morning. Orders placed by Monday evening are typically ready for pickup by Thursday of the same week.
Payment Options
A written treatment plan with estimated costs is available upon request. Please note that unexpected medical needs may arise during treatment. We’ll do our best to keep you informed of any changes.
Full payment is required at the time of service. For your convenience, we accept:
- Cash
- Personal Check
- Debit Cards
- Credit cards (Visa, MasterCard, Discover, American Express)
- CareCredit®
- All Pet Card
- Scratchpay
Please remember: CareCredit is a credit card. To avoid high interest rates and fees, be sure to make your minimum monthly payments on time and pay off your balance by the due date.
Pet Insurance
There are many pet insurance plans available, each designed with different coverage options and budgets in mind. We recommend researching and comparing plans to find the best fit for your pet’s healthcare needs.
If your pet is insured, our team will gladly provide the necessary documentation to help you submit your claims.
Pumpkin Pet Insurance: Offers accident & illness coverage with optional Preventive Essentials add-on for routine care. Pet parents pay at checkout, and submit claims for reimbursement based on their selected deductible and reimbursement rate.
Trupanion’s Exam Day Offer—often referred to as same-day coverage—is a special opportunity for pet owners to activate immediate insurance coverage for their pet following a veterinary exam.
Here’s how it works:
Eligibility: Your pet must have just had a veterinary exam. Activation Window: You must activate the offer within 24 hours of the exam.
Coverage Begins Immediately: Once activated, coverage starts right away—no waiting period.
What’s Covered: New, unexpected illnesses and injuries. Hereditary and congenital conditions. Diagnostic tests, surgeries, medications, and more
No Payout Limits: Trupanion covers conditions for life with no cap on payouts.
Direct Vet Payment: In many cases, Trupanion can pay your vet directly at checkout, so you don’t have to wait for reimbursement.
This offer is designed to give pet parents peace of mind and financial protection right when they need it most—on the same day their pet is examined.
Flea, Tick, and Heartworm Guidelines
Our team makes every reasonable attempt to refill Flea, Tick, and Heartworm prevention medication with the understanding that clients will be up to date on their annual exam, vaccines, and 4DX test for heartworm prevention.
The standard of care for prescribing flea, tick, and heartworm medication involves several key steps to ensure the safety and effectiveness of the treatment:
- Veterinary Consultation: It’s essential to consult with a veterinarian to determine the most appropriate medication for your pet. The vet will consider your pet’s health, age, weight, and any existing conditions.
- Diagnostic Testing: Before prescribing heartworm medication, a heartworm test is necessary to ensure your pet is not already infected and ensure preventative has been working. Administering heartworm prevention to an infected pet can cause severe reactions.
- Prescription Medications: Prescription medications for flea, tick, and heartworm prevention are generally more potent than over the counter products and are regulated by the FDA. These medications require closer oversight to ensure they are used safely and correctly.
- Year-Round Prevention: The Companion Animal Parasite Council recommends year-round prevention of heartworms, fleas, and ticks, even in areas with colder climates. It only takes temperatures rising above 30 degrees Fahrenheit to come out in areas.
- Monitoring and Follow-Up: Regular follow-up appointments with your veterinarian are important to monitor your pet’s response to the medication and adjust the treatment plan as needed.
If your pet is coming due soon for their annual exam and you request Flea, Tick, and Heartworm prevention medication, we will ask you to schedule your annual appointment before refilling the prescription.
No Show Policy for Surgery
To ensure we can accommodate all our patients effectively, please notify us at least two business days in advance if you need to reschedule an appointment or surgery. If an appointment or surgery is missed without notice, a nonrefundable deposit of $250 is required to book any surgical procedure, and $67 is required to schedule the next routine appointment. These deposits are credited to the account if the appointments are kept or cancelled with at least two days’ notice.