Our mission is to provide high level, evidence-based medicine in a comfortable and clean environment with exceptional client communication throughout your pet’s lifetime.
To accomplish this, we have set the following policies, in alignment with our core values:
At the time of booking your first appointment with us we require a completed new client information form to be provided with any prior veterinary records including both medical and vaccine/wellness care. This allows us time to review those medical records and have them on the computer. We will also collect the new client deposit and explain our cancellation policy. We can accept these via email or fax if easier and all medical records will be kept electronically. We utilize texting, email, and automated confirmation and communication options to make this process as easy as possible.
We require a non-refundable deposit from new clients to hold the appointment time. All appointments must be cancelled or rescheduled within 24 business hours’ notice. This fee will be applied to the invoice for the appointment scheduled and completed or forfeited if the client does not show up for the appointment or does not cancel with sufficient notice.
We take a NON-REFUNDABLE deposit to cover the exam/consultation fee to schedule the initial appointment. It is understood by the client that if there is and agree that if I change my mind about the policies or disagree after paying the deposit, it is still non-refundable.
Late Cancellations / No-Shows
24 business hours’ notice is required to reschedule or cancel. I understand that I will forfeit this payment.
Surgical Deposits
All basic routine surgeries, dentistry, or any anesthetic procedures are not scheduled without a paid deposit (currently $100), which is nonrefundable if no-show or cancelled/rescheduled with less than 3 business days’ notice. Specialty surgeries and orthopedic procedures that are scheduled with our specialty surgeon Lone Star Surgical Specialist will require a larger deposit when the surgery is scheduled to cover the cost of their surgical fees. This fee will vary by procedure but will also be nonrefundable if not cancelled within the 3 business days.
This fee will be applied to the invoice for the appointment scheduled and completed or forfeited if the client does not show up for the appointment or does not cancel with sufficient notice.
We reserve the right to evaluate special emergency situations and allow deposits to be applied to other invoices or services at a future date. This is at the discretion of our doctor and management staff.
NOTE: These deposit requirements also apply to clients who have not been to our practice in more than 2 years or have missed more than one scheduled appointment without notice.
No refunds, no exchanges, no returns (except pet food purchased in clinic and product is returned within 30 days). Exceptions are at doctor’s discretion.
Late Fee / Walk-ins
We see patients by appointments. Walk-in urgent care and emergency patients will be triaged and seen on medical priority or referred to a local emergency hospital. We strive to respect your time with timely appointments yet giving adequate time and attention to answer your questions/concerns and provide top-notch care. Arrivals more than 15 minutes later may have to be rescheduled depending on our caseload. If our schedule allows for your pet to be seen on the same day but after the scheduled time, we may require an additional fee above the normal exam fee.
Rabies Vaccine Requirement:
Rabies vaccination is a legal requirement by the State of Texas. It is the responsibility of pet owners to ensure their pets’ vaccine is always up to date, and we do NOT make ANY exceptions, as the law does not recognize any, not even titer testing. If it is deemed that your pet is healthy enough for rabies vaccine and is not current, it will be required to be updated during their visit. If you don’t want to vaccinate your pet, you may be refused service for the safety of our staff.
What to expect during your visit:
When you arrive for your appointment, you will be greeted by our reception staff. Your pet will have their weight recorded and you will be placed in an available exam room. If you are new to our practice, we will obtain a photo of your pet for our computer file. The receptionist will then alert the technician and assistant staff you have arrived. The technicians will then come in and discuss reasons for your visit, obtain a thorough history and discuss the reasons for your visit. They will then present an estimate of the expected services being performed and obtain your consent for these services. They may be able to collect vitals and lab samples in the room but also may request to take the pet to our treatment area to safely obtain these things with assistant staff and start the testing. The Technician staff will update the Veterinarian and get any additional items ready and in most cases your pet will have the doctor’s exam performed in the rooms. There are exceptions that might require exams to be performed in the treatment areas, but the Doctor will go over all exam findings with you in the room. The Veterinarian will then go over exam findings, test results, medical plan and recommendations. If additional care is needed that day, you will be provided with an updated estimate on all the necessary recommended treatments and medications. The staff will then go over home instructions, plans, expectations and how to medicate your pet at home. We will have time for you to ask any questions. You will then be escorted up front to go over the invoice, check out, pay, and book any follow-up appointments. Our goal is to see all clients on time and try and be as efficient as possible. We do have contingencies for emergencies and sometimes unexpected things can lead to unexpected delays. We will work hard to keep you informed and comfortable while you wait. In some instances, you might be offered to drop your pet off for testing or we will call you with results. If you have a tight schedule, please communicate your needs with us prior to your appointment or during the visit so we can work together to meet your expectations.
Medical Records and VCPR Policy:
A veterinarian-client-patient relationship (VCPR) exists when the veterinarian knows the pet well enough to be able to diagnose and treat any medical conditions the animal develops, according to the American Veterinary Medical Association (AVMA).3
By law, we must establish a veterinary-client-patient relationship (VCPR) to provide medical care for your pet. This is defined as our doctor physically examining your pet within the past 365 days. A VCPR is required to request refills of prescription medications and food, ask questions about health status or behavior, and request certain services such as telemedicine. We cannot provide these services if we do not have a legally valid VCPR. This time frame may be slightly different depending on your pet’s medical issues and medications. For some medications and conditions exams more frequently and additional bloodwork may be required for the safety of your pet and to properly manage their condition.
You are entitled to a complete and thorough copy of your pet’s medical records at any time, including transferring them to a third party for adoption of new pets, housing verification, or scheduling of boarding, daycare, training, or veterinary specialist appointments. Medical records will be transferred by your request on the next business day. Record transfers may only be made by the listed agent(s) on the account.
Upon termination of the VCPR, we will transfer your pets’ records by email to a veterinary hospital of your choice. Full medical history will require a doctor to review medical history and exam notes before releasing. In most cases this can be completed within 1-2 business days.