We are now utilitzing a new “Text to Check-in & Registration” procedure. We do ask that you check in from our parking lot to allow us to be able to properly TRIAGE each of the patients that want or need to be seen. We are working on trying to see everyone in the order that they present, though occasionally we do have to move more CRITICAL PATIENTS to the front of the line. That is hard to do when we don't know which ones are in our parking lot. We do try to keep all clients updated as we can on the order where they are in the process: check-in, examination, treatment plan, diagnostics, and treatments/medications.
Please be patient and considerate of all staff members. We expect KINDNESS and RESPECT. We will not tolerate any physical or verbal abuse of any member of our team, and we will refuse service to anyone who is rude or abusive during our interactions.
To get in line, please follow these simple steps upon arrival:
- Remain in your car and follow the instructions on the posted signs.
- Follow the prompts by clicking on the appropriate choices. Please have a list of medications available that your pet is currently on.
- Make sure your phone is not on “Silent mode” and that you opt in to receive text messages.
- You will receive a text message when it is time to bring your pet to the front door (#1) for their visit. Please wear a mask with any interactions with staff. A staff member will receive your pet.
- Return to your car.
- The doctor will call you to discuss the visit. Keep your phone available. The staff and doctor may call from a restricted/unavailable and/or blocked number so please answer them.
- A customer service representative will call to complete the transaction (treatment plans and discharge) and notify you to approach the appropriate numbered door to retrieve your pets, pets medication(s), receipt, and other supplies.
A few things to note:
If you do not have access to a cell phone or internet, please alert the customer service representative at the time you call or when you arrive in the parking lot. We are happy to accommodate you.
If you are picking up hospitalized pets, surgical patients, ashes, prescription refills,
food, or other supplies, please text or call that you have arrived to (574) 259-8387. This helps streamline the process.
Please be patient and thank you all for your support as we learn and use the new program to streamline you and your pets check in and registration at this time.
In the event of a true medical emergency, please call ahead to (574) 259-8387 to speak to a customer service representative so we can prepare for your arrival or determine if it is best to refer you to a 24/7 facility. Upon arrival, bring your pet to the front door immediately where a staff member will admit them. You will then complete the online check-in and registration process in your vehicle.
What happens if I opt out of receiving text messages?
A staff member will call you to communicate instead of sending text messages.
What if I decide I no longer want/need to have my pet seen?
Reply "9" to cancel your check-in spot or call the hospital and let us know so we can remove your pet from our waiting queue.
How do I know if my pet’s condition is critical and needs to be brought in ASAP vs. stable and able to wait their turn?
We understand it can be confusing when your pet is sick if they need to be rushed into the hospital or not, so we always encourage you to call us at the hospital and we are always happy to answer your questions.
Do you take pets in the order they are checked in? Are you able to give an estimated wait time for my pet to be seen?
We try to take patients in the order they are checked in but they are also triaged by a three tier system, with priority 1 patients always seen first. Once you check your pet in we will triage them based on the symptoms you've provided and contact you with any questions that we may have. If you believe your pet is experiencing a life-threatening situation, please call us immediately.
Priority 1: May survive if life-saving measures are applied.
*Examples: poisoning, collapse, bloat (GDV), actively seizures, allergic reactions, traffic accident, difficulty breathing, urinary tract blockage, and heat stroke.
Priority 2: Likely to survive if care is given within hours.
*Examples: closed fractures, diarrhea, actively vomiting, bowel obstruction, and urinary tract infections.
Priority 3: Non-life-threatening conditions.
*Examples: skin conditions, lameness, abscess, minor wounds, sore eyes/ears, and chronic diseases.
Do I need a smartphone to use this process?
Yes, you need a phone with internet capabilities. If you do not have one, let the customer service representative know when you schedule the appointment so we can make accommodations.
I have multiple pets being seen together?
When you click the link to check-in, will have you fill out a separate (check- in and registration) for each pet.
What if I don’t know my pet’s exact birthday?
This space does need to be filled in. Give us your best approximated guess.
What if I am not sure of my pet’s sex?
That’s ok! It can be difficult to determine sometimes with babies, reptiles, birds, etc. Please fill this in with your best guess. We will confirm during the visit if possible.
What happens in the event of a true medical emergency, i.e. respiratory distress, seizures, active bleeding, poisoning, or trauma?
Call ahead, speak to a customer service representative. Upon arrival, bring you pet to the front door immediately where a staff member will admit them. Complete the online check-in and registration process in your vehicle.