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

Patient exams and surgical patients are scheduled by appointment. Our goal is to see all of our scheduled patients on time. We have procedures in place to accommodate unexpected emergencies, however because those cases receive top priority, occasional appointment delay is inevitable. At times, a routine patient exam becomes longer than expected due to the complexity of the presented health problem, resulting in the delay of following appointments. We strive to minimize those delays as much as possible. We sincerely appreciate your patience when this happens. We understand that your time is important.

No-Show and Late Policy

Due to a high number of no-show appointments and the high demand for veterinary care, we have the following policy:

  • A new client that schedules an appointment and then no shows will be required to apply a $35 deposit prior to scheduling another appointment. This will be applied toward their visit unless they do not show again, which will then be non-refundable.
  • You have 24 hours to cancel appointments, otherwise this constitutes as a no show.
  • We reserve the right to refuse services to clients that no show frequently.
  • If existing clients fail to appear for a scheduled appointment, it is at our discretion to require a deposit for future appointments.
  • If a surgical appointment has no showed, we require ½ of the estimate to be paid prior to scheduling that surgical appointment again. This is non-refundable if the appointment is missed again.
  • Appointments that arrive past 10 minutes of their scheduled time may be asked to reschedule.
  • We reserve the right to refuse services to clients that are frequently late for appointments.

Patient Arrival Policy

For your protection, and that of others, all dogs must be on a leash and properly controlled while in the waiting area or exam rooms. All cats must be presented in an appropriate cat carrier or on a leash.

Emergency Procedures

In the event of a pet emergency during business hours, we encourage you to call us before bringing your pet into the office. We want to ensure that we are ready to treat your pet upon your arrival. If your description of the emergency signifies a life or death situation and our doctors cannot be available immediately, we will refer you directly to Mission Med or Blue Pearl in Kansas City where emergency doctors are on staff 24 hours a day.

Rabies Vaccine

In order to protect our staff, clients, and patients, we reserve the right to refuse to treat a pet who is not up to date with rabies vaccine.

Medicine Refills

We request that you provide us with 48 hours notice from the time you request a medicine refill until it is ready for pickup. Your pet’s record must be reviewed by a doctor before medicines can be changed or refilled. When phoning in a request for a medication refill, please be prepared to provide accurate information about the medication that you are requesting.

Prescription Food Orders

In order to maintain the freshest prescription food supply, we order weekly from our distributors on Friday mornings. If your food order is placed by Thursday evening, it will be available on Friday of that week, under usual circumstances.

Payment Options

For any recommended procedure, a written treatment plan with estimated costs may be provided at your request. Please realize that unforeseen circumstances may necessitate additional procedures, however we will try to contact you to keep you informed of changes.

We require full payment at the time that services are rendered. For your convenience, we accept several forms of payment:

  • Cash
  • Check
  • Debit
  • Credit cards – MasterCard, Visa, Discover, American Express
  • Care Credit – Please review the information at www.carecredit.com and apply directly with Care Credit.
  • ScratchPay – https://scratchpay.com/

Pet Insurance

There are many plans available. Each is structured with different goals in mind. It is best to research each option and evaluate them in consideration of your family’s veterinary needs. If your pet is covered by insurance, our staff will provide the information required for you to submit your claims.