Payment: We gladly accept cash, debit cards, personal checks, Visa, MasterCard and American Express. If paying by check, a valid driver's license will be needed. We also offer Care Credit as a service to our clients. This requires a brief application and upon approval offers a variety of low or no-interest payment plans. Due to the small size of our business, we are unable to extend payment plans through our hospital. Payment is due at the time of services. Care Credit. We also accept and encourage using pet insurance and will assist in all paperwork to get your reimbursement.
Prescriptions and refills: In accordance with California State Law, we are only able to fill a prescription if we have seen your pet for that problem within the last 12 months. Due to the sensitive nature of certain conditions (i.e. eye problems, etc) or potential side effects, a doctor may advise you that your pet requires another exam or laboratory testing before refilling medication even if it has been seen within the last 12 months. This is done to ensure the safety and well-being of your pet. We can also have medication refills mailed to you. Please give us advanced notice.
Vaccine Policy: Our vaccine policy is in accordance with the latest recommendations from UC Davis School of Veterinary Medicine. Please clink on this link for further information: Pet Vaccines.
Safety: For our patient's and client's safety, we ask that all dogs be kept on a short leash and all cats remain in a sturdy carrier. If forgot leash or carrier, please ask one of our team members to assist. We don't want any bites/scratches and Tustin is an extremely busy street. Also please don't be embarassed if your pet has an "accident". A visit to the doctor can be very stressful. Please ask for assistance. To keep our lot free of "land mines", please let a team member know so we can promptly dispose of it (or use for fecal testing!). No one wants that on their shoes. We really want a clean environment for everyone.
Appointments: In order to minimize your wait time, we prefer that you make an appointment for your pet. We encourage you to pre-fill out forms as much as possible. These forms are available online. Know that we make every effort to be on time, but sometimes there are emergencies or urgent/complex cases that put us behind. In this case, we will attempt to contact you before your visit or inform you of the situation upon your arrival to the hospital. We ask that you make an appointment unless the situation is urgent.
We do allow for patient drop-offs for examinations and services if needed. The doctor prefers to meet with you in person before the examination, as it helps to get a more thorough history of the problem and you pet may be less stressed with you there. But we understand that sometimes either your schedule or ours make appointments difficult. We ask that you fill out the patient history form and please leave a good phone number to reach you. We will have you sign an estimate with the best guess of planned tests/treatments. We of course, will contact you before performing tests whenever possible. We also prefer to make an appointment to pick up your pet and discuss the treatment plan with the doctor.
Anesthetic procedures: We prefer that all laboratory testing be performed before the day of anesthesia. We ask that all anesthetic patients are dropped off before 9am on the morning of their procedure. Your pet will need to be fasted, with no food after 10pm the night before. Water is okay up to about 6 am. For your pet's safety, please inform a staff member if your pet was not fasted before their procedure. Upon arrival, you will be given a few forms to read and authorize. We will provide you with an estimate for our planned services as well as a release form for the anesthesia.
Because we place IV catheters in all anesthetic procedures, there will be at least 1 area on a leg that is shaved beyond that of a surgical site. Pets receiving surgery will go home with a plastic Elizabethan collar to prevent licking. Alternate collars can be used if ordered/brought beforehand.
A doctor or staff member will contact you at the completion of your pet's procedure. We will be able to discuss the procedure as well as set up a discharge appointment for you to pick up your pet. Specific instructions will be given to you at the time of pick-up to help you care for your pet during their recovery.