Client Policies
Scheduling Policy
Patients are seen by appointment only. Walk-in, urgent care, and emergency patients will be triaged and seen based on medical priority or referred to a local veterinary emergency hospital. Please call us before seeking care because we have limited urgent care appointments reserved for daily schedules. If we have reached maximum patient capacity, we will refer you to an emergency hospital so your pet may receive timely care. Schedule appointments by phone (937) 836-4432, book online or through our app. For after-hours emergency care, contact MedVet Dayton MedVet or Dayton Care Center at Care Center Vets.
Our veterinarians are not available for consultations outside of scheduled appointments and subsequent follow-ups. If you wish to speak directly to a veterinarian about your pet’s health concern, please schedule an appointment. If you are unsure whether you need to consult with a doctor, call our client service team.
Late Policy
We ask you to arrive before your scheduled appointment time so you may benefit from your full examination time. New client and patient history forms should be complete in advance to help our medical team prepare for your pet’s visit. A grace period of 5 minutes will be granted for unforeseen delays that you may encounter while traveling to our hospital. If you arrive more than 5 minutes late for an appointment, we will offer options of being seen as a work-in if our schedule permits or you may be asked to reschedule. We strive to ensure clients and patients are seen in a timely manner and appreciate your on-time arrival.
No-Show Policy
If you are unable to keep an appointment, please notify us by phone at least 2 hours in advance to reschedule. This allows us to help another patient in need. Missed appointments will require prepayment of the exam fee when rescheduling. When this prepaid appointment is kept, the fee will be applied to the invoice. If the prepaid appointment is not kept, the fee will be forfeited. If you miss three appointments, we will terminate our veterinary-client-patient relationship.
Payment Policy
Payment is required at the time when services are provided. Prepayment may be required prior to services such as emergencies, infectious disease cases (i.e., Parvo), and new clients. For your convenience we accept cash, checks, and credit/debit cards. Financing options are available through Care Credit Care Credit. We provide treatment plans upon request. If medical circumstances unexpectedly change, we will keep you informed on care as well as costs. You may ask about the cost of your pet’s care at any time.
Mutual Respect Policy
Our compassionate and knowledgeable team can answer your questions and concerns, which includes our client service representatives, licensed veterinary technicians, veterinary assistants, and Veterinarians. All team members should be treated with the same respect as our doctors. If team members are relaying advice or information, they have been authorized and trained by the doctors to provide this communication. We take pride in mutually respectful relationships that benefit you, your pet, and us. Please be aware that actions or behavior inconsistent with this mutual respect policy will result in termination of the veterinary-client-patient relationship.
Medical Records and VCPR
By law, we must establish a veterinary-client-patient relationship (VCPR) to provide medical care for your pet. This is defined in the Ohio Revised Code (Section 4741.04) and Ohio Administrative Code (Section 4741-1-05), as our doctor physically examining your pet within the past 365 days. A VCPR is required to request refills of prescription medications and food, ask questions about health status or behavior, and request certain services. We cannot provide these services if we do not have a legally valid VCPR.
You are entitled to a complete and thorough copy of your pet’s medical records at any time, including transferring records to a third party for adoption of new pets, housing verification, or scheduling of boarding, daycare, training, or veterinary specialist appointments. Medical records will be transferred by your request by the next business day. Record transfers may only be made by the listed agent(s) on the account. Upon termination of the VCPR, we will transfer your pets’ records by email to the veterinary hospital of your choice.