COVID-19

Dear Valued Clients and Friends,

Many businesses in our area are facing reduced hours or complete closure in our community during the COVID-19 pandemic. Please know that our office is only able to remain open as long as we adhere to this protocol. We are still operating on altered business hours but are doing our best to accommodate sick visits, wellness care visits, and surgical services. Our staff is staying current with updates from the CDC and local health officials. As a medical facility, hygiene and surface disinfection have always been a priority in our office. We are extending these efforts beyond our already high standards, using approved methods and cleaners as recommended by the CDC. We have recently renovated our front office to allow a limited number of clients back into the office safely and efficiently.

We do understand our client’s frustrations, however we will be forced to close our doors completely if even one of our staff members becomes ill due to COVID-19.

For your family's safety and the safety of our staff we are requiring the following protocol for checking in for an appointment or picking up medications/food:

Please ensure you are allowing text messages for appointment reminders and office protocol updates to be received on your phone by texting “START” to (928) 763-7387 and ensure you have an email on file with our office to receive all updates to office protocol for the foreseeable future.

APPOINTMENTS:

1. You now have the option to come inside and check in, however face to face interaction with our veterinarian is still not an elective option. Because we have limited lobby capacity, you may be asked to wait outside or in your vehicle after checking in. We do still offer curbside service if you are not comfortable coming inside. If you would like to continue curbside service please TEXT (928) 763-7387 to check in and request curbside service. If you are not able to text, you may call (928) 763-7387 and select option 1.

2. Due to limited lobby space, we ask that only one family member come into the hospital to check your pet in for their appointment. Masks are optional while inside the building, however if the veterinarian elects face to face discussion you must wear a mask during that time. At check in, a staff member will verify all account and appointment information and advise you to have a seat at one of the designated social distancing paw prints marked in front of our seating area. The intake technician will then call you through to the next room to go over medical history and discuss options during your appointment. Once this is complete, your pet will be taken to the back to begin their physical exam.

3. After your pet is taken back to begin their physical exam, we will try our very best to accommodate short waiting periods but you may still be asked to sign an authorization to leave your pet with us and return at a scheduled discharge time given by the intake technician. This is due to the limited space we have inside the lobby and small parking lot.

4. Once the veterinarian has examined your pet and reviewed any necessary diagnostics, a treatment technician or the veterinarian will reach out to you via telephone to obtain any additional information necessary for your pet's visit and discuss any findings/additional treatment he deems necessary that was not discussed by the intake or treatment technician. If you are not available to take the call this will delay your pet's examination/treatment and your discharge time may be adjusted to allow the doctor and staff to provide the necessary services.

5. Once all services/treatment are completed, you will receive a text message or call from a staff member that your pet is ready to go. When you receive this notification please come into the lobby for check out. If you are uncomfortable coming inside we do still have the option of paying via a secure payment link that is sent to your cell phone.

6. When you arrive to pick up your pet at your scheduled discharge time you may come into the lobby to complete check out. A staff member will bring your pet, receipt, and any other items going home with you to the lobby.

PRESCRIPTION REQUESTS AND MEDICATION/FOOD PICKUP:

1. To request a prescription please call (928) 763-7387 and select option 5 or download the free PetPro Connect app and request your medication there.

2. Due to the volume of requests that we are receiving, please allow 72 hours for your request to be processed. Once your request has been reviewed, a staff member will reach out to you for payment and pick up.

3. When arriving to our office for your scheduled pick up, you may come inside the front door and stop at our new retail counter. Here you can pick up your medications and any OTC products we offer.

This protocol will be in effect for the foreseeable future.

If you have any questions or concerns, please call us at (928) 763-7387 and choose option 7.

We appreciate your patience, understanding, and kindness towards our staff while we continue to navigate during this exceedingly difficult time.