FAQ

Emergencies

While we will do our best to see you in case of an emergency, this isn’t always possible. Please call ahead to make sure we have a doctor available to see you.

After hours

In the event that we are closed, unable to see you in case of an emergency, please refer to one of the following :

New England Veterinary Center and Cancer Care
Windsor, CT  (860) 688-8400

Veterinary Emergency and Specialty Hospitals
Locations in South Deerfield and West Springfield,  MA (413) 665-4911

Pieper Veterinary Emergency and Specialty
Middletown, CT (860) 347-8387

Foster Hospital for Small Animal (Tufts)                                                                                                     Grafton, MA (508) 839-5395

Patients are seen by appointment Monday through Saturday.  

“Fit in” appointments are visits that may be offered at an additional charge once we exceed our actual appointment slots. These are not actual appointments. You will be seen in between scheduled appointments. Wait times are not guaranteed.

While we do our best to see all sick patients, we are a small practice and only have so many appointments. If we are unable to see you but are concerned enough that your pet cannot wait until our next scheduled appointment, we may ask that you go to a 24 hour emergency hospital.

Wait times: We will do our best to limit wait times to 15 minutes. However, if we encounter unexpected emergencies, wait times may be longer. We thank you in advance for your patience during these times.

Late: Please call the office if you think you will be late. If you will be greater than 10 minutes late, you may be asked to reschedule or to be seen as a fit-in so that our other patients can also be seen in a timely manner.

As a courtesy, we aim to give reminder calls 24 hours prior to your scheduled appointment.  If you are schedule for surgery, you should receive a phone call 24-48 hours prior to your appointment with detailed instructions.

In the event that you need to cancel an appointment, we request that you provide at least 24 hours notification so that we may offer that appointment slot to a sick pet that may need it.   If you fail to provide 24 hours notice, you will be required to pre-pay for their next appt. This is non-refundable unless the appointment is cancelled or rescheduled at least 24 hours prior.  Patients who miss two or more appointments during a 12 month period, may be denied service.  Multi-pet visits require a 48 hours notice.  In the event that a multi-pet visit is not cancelled in a timely manner, we reserve the right to no longer allow multiple pet visits in addition to pre-payment.

Prescription refills

Prescription refills require a 24 hours notice Monday through Thursday and 48 hour notice Friday through Sunday. We are happy to provide a written prescription at your request. As a courtesy, we allow online pharmacy requests but have had issues with prescriptions being counterfeit or not filled in a timely manner. We reserve the right to have you pick up a written prescription if you choose not fill your medication through us or a local pharmacy.

Outside Pharmacy Policy

EAH supports your choice in pharmacy whether you fill your prescriptions at our hospital, our on-line pharmacy which is supported by the largest US veterinary drug distributor, other online outlets or your local brick and mortar pharmacy.

At this time, we are experiencing a lot of outside pharmacy errors and we are fielding a large number of phone calls associated with just one single prescription. In order to prevent errors and to avoid overburdening our front desk and technical staff we will fax one non-controlled script to the pharmacy of your choice. If the pharmacy is unable to fill that medication due to their error or reported non-receipt of the confirmed faxed prescription, we will then ask you to pick up hard copy of your written script for you to give to your pharmacy.

We hope by stream-lining our pharmacy policy we will insure you will receive your pet’s medication in a timely, efficient and accurate manner.

We may ask you to update your contact information each time you come in by reviewing your intake form. If your contact information changes, please let us know right away so that we may contact you with any test results. We will only communicate with pet owner’s listed on the pet’s medical record unless it is indicated on the intake form.

We will email medical records to another facility at no charge per your request as marked off on your intake form.

Our social media pages are meant to be informative, fun and entertain. We encourage you to engage with posts but to avoid confrontation with others whom you may disagree. Please do not ask specific medical questions about your pet on social media pages. We recommend calling the office to address such matters.

We believe that working together is an integral part of your pet’s health. We encourage you to take an active role in your pet’s health and ask any questions that you may have. We require mutual respect and kindness with each other in every interaction. We have no tolerance for abuse, verbal or physical. In the event that you are unhappy with any aspect of your visit, we want to know want to know about it so that we address your concerns.

We reserve the right to terminate the client patient relationship with any client who is verbally or physically abusive with staff or doctor, who leaves untrue bad reviews/remarks on social media, or who repeatedly fails to follow medical recommendations.

We will make our best effort to safely handle aggressive and fearful animals. For everyone’s safety, your pet may require a muzzle. If you think or know that your pet requires a muzzle, we request that you train your dog to a muzzle so that that is not a stressful part of the visit. Feel free to ask the technicians how to train your dog to a muzzle. In order to allow for low stress handling, we may ask that you follow a medication protocol called the CHILL protocol on your pet or we may use an injectable sedative. In the event that you do not want to comply with our safety measures, we may ask that you seek care elsewhere that better suits your needs.

Payment is due at the time of service.  We except cash, Care credit and all major debit/credit cards. We regret that we will no longer be accepting checks.  If you have any financial concerns, please do not hesitate to mention it when you come in. We are happy to provide you with a detailed estimate for any services before they are rendered.  We are also happy work with you to provide the best care available within your means.