When you arrive at our facility, you will be greeted by our reception staff. They will ask whether your pet has been seen here before and, if not, will provide a new patient form for you to complete.
Our Client Service Representatives (CSRs) are the first line of response. They will perform an initial assessment of your pet's stability, noting whether your pet appears BAR (Bright, Alert, and Responsive). Based on this assessment, they will determine whether your pet can wait for standard triage or requires more immediate assistance from a technician.
Although we operate on a first-come, first-served basis, similar to a human emergency room, each patient is assessed individually and triaged according to the severity of their condition. If your pet is able to wait for triage or to see the doctor, this is generally a positive indicator of overall stability and should never be interpreted as a dismissal of your concerns. Critical cases are always prioritized first, and we will see patients as efficiently and safely as possible. We will provide updates regarding wait times and available options when possible, and we sincerely appreciate your patience if your wait is extended due to the needs of more critical patients.
Once a technician is available, they will meet you in the lobby to gather a detailed history of your pet's symptoms and medical background. Your pet will then be brought into treatment, where technicians will assess vital signs, including heart rate, lung sounds, gum color, and temperature. After determining your pet's overall stability, you will be offered several waiting options based on the technician's assessment, current caseload, and what is best for your pet.
When it is your pet's turn to be seen, the doctor will perform a thorough examination. Our doctors and staff are trained to work with animals of all breeds, sizes, and temperaments and strive to maintain a fear-free environment whenever possible.
Following the examination, you will be presented with an estimate for recommended diagnostic testing and treatments.
Our top priority is to respect your time while providing the highest quality care for your pet. We understand that long wait times can be frustrating; however, waiting is often a reassuring sign that your pet is stable and not in immediate need of life-saving intervention. We will do our best to provide accurate time estimates, but we ask for your understanding if a critical case requires our immediate attention. You are always welcome to call for updates on your pet's status, and we will communicate any changes in timing or cost as promptly as possible.