Hospital Policies

Appointment Policy

To allow ample time for all Patients and scheduled surgical procedures, we schedule by appointment. However, emergency or critical cases happen every day which means that the occasional appointment delay is inevitable. Please realize that we make a sincere attempt to see each Client on-time. Our Customer Care Team will try their very best to keep you informed of any delays.

Appointment Cancellation Policy

We will attempt to call to confirm your appointment the day prior to the scheduled date, and also send reminders by email and text. If you are unable to keep your appointment, please call to cancel at least 2 hours in advance. While we understand that things come up, we appreciate notice when you are unable to keep an appointment. This allows other Patients to be seen if you no longer need your appointment time.

If you have not arrived 10 minutes after your scheduled appointment time, our Customer Care Team will call you to re-schedule at another convenient time.

Because we want to help as many Patients as possible, there will be a penalty after 3 no-call or no-show appointments. A non-refundable Consultation fee must be prepaid prior to the next appointment.

Small dog with dog harness sitting in a car

Patient Arrival Policy

For the safety of everyone in our care, we require that all vaccinations be up to date for Patients being admitted into the hospital for the day for surgical procedures (including dentistry).

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 in an appropriate cat carrier.

Prescription Policy

We are required by the College of Veterinarians of Ontario to have a valid ‘doctor-client-patient relationship’ prior to prescribing any medications. This means that your Pet must have been examined by a Veterinarian in the last 12 months or less in order to receive medication.

Our Veterinarians must determine that a prescription is in the best interest of your Pet’s well-being and safety. We have hospital policies regarding routine examinations and/or blood testing while on certain medications and may require your pet to be seen by one of our Veterinarians prior to prescribing a new medication or one that your pet has not received from us for a period of time.

Payment Policy

We require full payment at the time that service is rendered. For your convenience, we accept Visa, MasterCard, Amex, Interact/Debit cards and E-transfer.