1. Financial Policy: Payment is due in full at the time that services are rendered or performed. We do not bill or invoice for services. Any representative that is bringing in a patient on behalf of a client is responsible for payment. You will be provided with a written estimate for costs associated with any treatment plans before services are performed. Hospitalization and procedures are subject to a 50% deposit of the estimated cost. Medical circumstances may change unexpectedly and we promise to keep you informed of how those changes may influence your financial obligations. We accept cash, Visa, Mastercard, Discover, American Express, Scratch Pay and Care Credit. We do not extend credit. All open invoices are sent to collections after 45-days. All insurance is third-party, and we do not prepare claims in house or reimburse coverage from your insurance carrier. We will fill out required forms and send medical records to insurance companies by request.
2. Scheduling Policy: We encourage scheduled appointments to help ensure a timely and efficient visit for you and your pet.
- Appointments: Scheduled appointments are prioritized.
- Drop-Offs: Drop-off visits are approved on a day-by-day basis depending on our caseload and staffing.
- Walk-Ins & Emergencies: Walk-ins are triaged as emergency visits based on medical urgency and availability. Wait times may apply.
- Please Call Ahead: Calling before arrival helps us prepare for your pet's needs and direct you appropriately.
- Not Sure If Your Pet Needs to Be Seen? Our customer service team is happy to help guide you.
- Late-Day Care: If your pet is expected to remain with us past closing time, please plan to arrive before closing and remain on-site until your pet is ready to go home.
- Our veterinarians are not available for medical consultations outside of scheduled appointments or approved follow-up care. To speak directly with a veterinarian about your pet's health concern, please schedule an in-hospital appointment or a telemedicine consultation.
3. Late Policy: We ask you to arrive before your scheduled appointment time so you may benefit from your full exam time. New client and patient history forms should be completed in advance to help our medical team prepare for your pet's visit. A grace period of 10 minutes will be granted for unforeseen delays that you may encounter while traveling to our hospital. If you are 10 or more minutes late to your appointment, your appointment may be forfeited and rescheduled.
4. Cancellation/No Show Policy: We understand that life sometimes gets in the way and you can't always make your scheduled appointment. To help us out, we kindly request that you give the hospital at least 24-hours notice prior to canceling or rescheduling an appointment. We require 3 day notice for surgical or dental cancellations. Doing so ensures that we can make time available for another patient in need.
5. Consent to Treat and Veterinarian-Client-Patient Relationship: By bringing your pets to us, you authorize West Escondido Pet Hospital to render medical care for your pet(s) as deemed necessary by a veterinarian. You understand in doing so, no guarantee can be given to the outcome of medical treatments and/or surgeries and take responsibility to comprehend any risks or costs involved. You authorize West Escondido Pet Hospital to render care and provide the supplies and medications necessary, knowing that in some cases certain drugs may be used off-label. By law, we must establish a veterinary-client-patient relationship (VCPR) to provide medical care for your pet. This is defined in CA Code of Regulations Title 16 Section 2032.1 as our doctor examining your pet within the past 365 days. A VCPR is required to request refills of prescription medications and food and/or ask questions about health status or behavior. We cannot provide these services if we do not have a legally valid VCPR. 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 within 24-48 business hours. Record transfers may only be made by the listed agent(s) on the account. Upon termination of the VCPR, we will transfer pets' records by email to a veterinary hospital of your choice.
6. Rabies vaccination: To protect the safety of our staff, we require all dogs, and cats with outdoor access, if medically able, to be up to date on Rabies vaccinations. If you are unsure about your animal's Rabies vaccine status, please speak with a customer service representative for assistance.
7. Authorized Representatives: You may elect an authorized representative, over 18 years of age, to oversee any care and decisions on your behalf. Please be aware that if an authorized representative is bringing your pet(s) in for an appointment, we will make an effort to also communicate with you directly during the allocated appointment time. However we cannot guarantee our ability to repeat communicating exam findings, diagnostics, and treatment plans outside of the allotted appointment time. Please plan your appointments accordingly.
8. Use of texting and email communications: Our text messages and emails are not monitored outside of business hours. We will reply to your message as soon as possible, typically within 48 hours. Please note that emails regarding medical concerns or conditions will not be answered and will require an appointment, unless your veterinarian has requested an update. Please call 760-205-9579 to schedule. Please note that text messages sent through our practice management software may come from a different phone number, and may be shared with other veterinary practices utilizing the same software.
9. Pharmacy Refills: Please plan ahead and give us 72 hours to prepare any medication refills that your pet needs. A 72 hour notice is required to give your doctor time to review your pet's medical record, make sure no changes are needed to the prescription, and approve the refill. In addition, it also gives our staff time to fill the prescription. For the safety of your pet, certain medications require blood testing and checkups at specific intervals in order for your pet to continue on the medication.
10. Pharmacy Refunds: Any prescription medication that has left the building, regardless of whether or not it has been opened, CANNOT BE RETURNED. As all of our medications are regulated by the Federal Drug Administration (FDA) we are subject to the same dispensing laws as human pharmacies.
11. Third Party Pharmacies: West Escondido Pet Hospital will not approve prescription requests from any third-party online pharmacies. If you would like to purchase medications from one of these companies, we can provide you with a written prescription to pick up and submit. This allows us to keep accurate medical records and eliminate the amount of time it takes to manage the faxes, emails, and phone requests from outside pharmacies so we can focus on taking care of our patients and clients. Please allow 72 hours for your written prescription to be approved and ready to pick up. Please check with your pharmacy on how they handle written prescriptions in advance so there won't be any lapse in medications if they require you to mail them in. For your convenience, we work with our veterinary supplier to provide an online pharmacy that offers the same benefits as the larger online retailers, such as competitive pricing, rebates, auto-ship, and more while integrating seamlessly with pet's medical records. To access our online pharmacy please visit:
12. Use of video/audio recording: We utilize the use of voice recording and video surveillance throughout the hospital to ensure the quality of our care, support medical documentation, and for general security. By signing this agreement you consent to the use of this information for our quality assurance.
We look forward to welcoming you and your pets, {BusinessName}