Code of Conduct

We strive to provide a safe and welcoming environment for our clients and our employees who work hard every day to serve our patients.

We will not accept the following behaviors:

  • Verbal abuse, malicious or harmful statements about others
  • Profanity or disrespect
  • Any form of harassment
  • Discriminatory comments or actions
  • Intimidation tactics and/or threats
  • Failure to comply with requests of our staff, including leashing/restraining your pet

In the event that your behavior is problematic, we reserve the right to discontinue services immediately. This policy is strictly enforced and non-compliance will result in corrective measures being taken, which may include being asked to leave the property and the possible involvement of law-enforcement. Thank you for your cooperation and understanding!

Appointment and Cancellation Policy

To allow ample time for all patients and scheduled surgical procedures, we operate by scheduled appointment only. We appreciate your understanding that occasionally some appointments may take a bit longer than others. We make a sincere attempt to see each patient on time. If there is a wait when you visit our hospital, we want to thank you in advance for your patience and understanding.

For your convenience (for established clients), if we are booked for the day, a drop-off appointment may be an available option. A 'drop off' means you can bring your pet at a more convenient time, usually in the morning, and leave him/her with us for our doctors to examine when time permits.

For new clients, we do require a deposit equal to an exam fee when scheduling your pet's first visit. This deposit is refundable if  the appointment is canceled within 24 hours of the scheduled appointment time. This policy has been established in order to provide the highest level of veterinary care to all of our patients. By providing us notice of cancellation, we are able to accommodate other patients that are in need of an appointment.

If a client cancels or no shows for an appointment multiple times, we will require a deposit for all future appointments.

Arrival Policy

Even though we make every effort to make our patients feel comfortable during visits, they may be a little uneasy about new people, new surroundings and other pets. All dogs must be on a leash and properly controlled while in the reception area.  All cats must be presented in an appropriate cat carrier or on a leash. It is for your pet's safety as well as the other pets in the hospital.

Please arrive 10 minutes before your scheduled appointment time and check in with one of our front desk personnel. Any medical records or other necessary information will be collected or updated. Please provide any fecal or urine samples you collected for your pet's appointment.

If you need help carrying an animal into the hospital, please ask a member of our team for assistance upon arrival.

Clients arriving 10 minutes past their scheduled appointment time will need to be rescheduled.

Safety Policy

If children are accompanying you during your appointment, for their safety and out of respect for our other clients, they must be supervised at all times while on our premises. Unattended children should not approach any animal they do not know that does not belong to your family.

If your pet is coughing, has diarrhea, is vomiting, or is lethargic, please notify us prior to your arrival. A member of our health care team will assist you and your pet directly to an examination room to prevent the possible spread of contagious diseases to other pets.

Financial Policy

All fees are due when services are rendered.  We accept Visa, MasterCard, Discover, American Express, debit cards and cash. We do NOT offer payment plans through our hospital, but do offer CareCredit and Scratchpay as other payment options.

     What is CareCredit?

       CareCredit is a healthcare credit card designed for your health, and wellness needs. It's a way to pay for the costs of        many treatments and procedures and allows you to make convenient monthly payments. CareCredit is accepted at over        200,000 providers nationwide for LASIK and Vision Care, Cosmetic and Dermatology Procedures, Dentistry, Veterinary,        Hearing Care and other specialties.

     What can you use a CareCredit credit card for?

       Your CareCredit credit card can be used at over 200,000 locations nationwide for a variety of healthcare services        including LASIK, veterinary, dentistry, cosmetic surgery, hearing care and more. Once you have CareCredit you can use it        over and over (subject to credit approval) for you, your family, and even your pets - without reapplying, as long as you        have available credit. Please visit our locator for the locations you can use your CareCredit credit card.

       To apply for Care Credit, click here: https://carecredit.com/apply/

     What is Scratchpay?

       Scratchpay provides pet parents with simple friendly payment plans.

  • Scratchpay isn’t a credit card. Finding your payment plan will NOT affect your credit score.
  • We approve more pet parents, with affordable rates as low as 0% APR.
  • No hidden fees. No prepayment penalty. No deferred interest. No surprises.

       No hidden fees. No prepayment penalty. No deferred interest. No surprises.

      To apply for Scratchpay, click here: https://scratchpay.com/

Hospitalized Pet Visitation Policy

We encourage visitation by pet owners and their immediate family to help comfort their hospitalized pets. Please call before visiting so we can be sure we have a private, quiet space available for your visit.

Prescription Policy

All doctors, including veterinarians, cannot sell a prescription product without being familiar with their patients first. For veterinarians it is called establishing the veterinary-client-patient relationship (VCPR). Per the American Veterinary Medical Association (AVMA), the VCPR applies to all veterinarians and to all species of animals. Therefore, we must examine and evaluate your pet prior to selling or prescribing medication.

Sometimes this evaluation requires certain lab tests to be performed. The long-term use of any drug can also have complications, for example liver or kidney disease. These conditions need to be monitored so that therapies can be modified as needed. By establishing a working relationship with us, we are partnering with you to ensure the best health and welfare of your pet.

Please do not wait until the last minute to call for your refill, as we may not be able to accommodate your request as quickly as your pet needs. Please allow at least 24-48 hours for all refill requests. However, it is best to call at least 7 days in advance of your pet's medication running out. Some prescriptions are not kept in stock or are special order medications that require additional time for delivery.

Rabies Vaccine Policy

Pennsylvania law requires that your dog and cat be vaccinated against Rabies after 12 weeks of age, and that the vaccine stay current for the duration of the pet's life. We do abide by this law and, permitting that your pet is healthy, will require your pet to be up-to-date, or be brought up-to-date on the Rabies vaccine while visiting our hospital.