COVID-19 Information and Protocols

Updated as of January 13, 2021:
Per the guidance of the Ontario Veterinary Medical Association (OVMA), all appointments will be contactless, with the exception of in-room euthanasias. Two owners are still permitted in the building for all in-room euthanasias; all those entering the building must be properly screened by our reception staff and wear an appropriate face covering. At this time we are experiencing very high call volumes as well as long wait times. It is very important to understand that our wait times range anywhere from 2 to 3 hours. We request your patience and understanding as we do our best to navigate these new challenges. Please read the following new protocols carefully prior to your visit.

We understand this a frustrating time for our clients; we ask that clients remain respectful in their interactions with our staff. Abusive behaviour and language will not be tolerated.

Veterinarian Appointments

All appointments will be now be contactless. Our waiting room remains closed and doors locked to control entry to the building. Upon arrival, please call the arrivals phone number posted on the billboard in the parking lot to initiate the check-in process. Our arrivals line is experiencing a very high volume of calls; if you are not able to get through to a receptionist to check in, please continue to call until you get through. Do not leave the premises.

Once checked in, you will be asked to wait in your vehicle and when the veterinarian is ready, a staff member will direct you to leave your pet in our foyer, either in a kennel (cats, small dogs) or tethered to a leash hook (please no retractable leases), where they will be brought in for the appointment. The veterinarian will then call you to conduct the appointment. Once the appointment is completed, you will be contacted by a staff member to retrieve your pet and pay your bill.

If your pet needs treatments or requires medication to be dispensed, you will be asked to wait in your vehicle and will be contacted once completed.
Due to these new protocols, our appointment process from check in to check out can range between 2 and 3 hours. We apologize for any inconvenience this may cause.

Technician Appointments

All technician appointments remain contactless. Please call our dedicated arrivals line upon arrival. A staff member will direct you to leave your pet in our foyer, either in a kennel (cats, small dogs) or tethered to a leash hook (please no retractable leases), where they will be brought in for treatment. Once treatment is completed, you will be contacted by a staff member to retrieve your pet and pay your bill.

Please note that at this time, we are unable to accomodate grooming services, including nail trims, unless medically necessary.

Food/Medication Pick-Ups

Please call at least 1 week in advance to have your pet’s food and/or medication prepared for you. You may pre-pay at this time, or at the time of pick-up. All payments must be made over the phone via credit card. At pick-up, please call our dedicated arrivals line and one of our staff will place your items in the foyer for you to collect.

In-Room Euthanasia

We are now accommodating clients to be present with their pets for in-room euthanasia. These appointments must be booked in advance by calling our main phone line. At the time of booking, all consent forms will be reviewed, decisions about remains made, and a credit card payment taken over the phone. To facilitate proper sanitation and disinfection practices, we are limited in the number and availability of these appointments. A maximum of two family members can be present with their pet during the euthanasia. These family members are required to wear a medical or cloth mask, covering both their nose and mouth, at all times while inside the hospital. Please call the arrivals line when you arrive in our parking lot. Entry and exit will occur via the side door of the hospital and a dedicated parking spot has been outlined in white spray paint.    

All clients entering our premises will be screened for symptoms of COVID-19, close contact, and travel, during the check-in process. All clients are expected to wear a mask; those who are unable to wear a mask due to an exemption will be offered a contactless appointment only. Clients experiencing illness or symptoms of COVID-19, who have travelled outside of Northwestern Ontario in the last 14 days, or who have had close contact with a confirmed or probable case of COVID-19, are asked NOT to schedule appointments until they are cleared by their doctor or local health unit.

Payments

We are requesting credit card payment over the phone at this time. If this is not an option for you, please inform us at the time of booking so that alternate payment arrangements can be made. Please refrain from paying with cash at this time.