COVID-19 Information and Protocols

Effective as of Monday, June 14, 2021:

 

COVID-19 Screening

All clients entering our premises will be screened for symptoms of COVID-19, close contact, and travel, during the check-in process. All clients must 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.

Veterinarian Appointments

We will be allowing one owner into the examination room with their pet for all appointments booked with veterinarians. 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. You will be asked to wait in your vehicle and when the veterinarian is ready, a team member will call you and escort you and your pet into the building. You will be escorted directly into the examination room.

After the appointment, you will be directed to the reception area. After the bill is finalized and payment made, you will be directed to exit via the side entrance back to your vehicle.

If your pet needs treatments or requires medication to be dispensed, you will be asked to wait in your vehicle to avoid congestion in the reception area.
Due to these new protocols, our appointment protocols from check in to check out can range between 1 and 3 hours. We apologize for any inconvenience this may cause.

Technician Appointments

For appointments and treatments where the owner is not permitted to be present, 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.

Contactless Appointments

For contactless appointments, please call our dedicated arrivals phone line posted on the billboard in the parking lot to initiate the check in process. When instructed to by our staff, you will leave your pet in our foyer in a kennel (cats, small dogs) or tethered to our leash hook up on the wall (please no retractable leashes). Once you have exited the foyer, a veterinary assistant will retrieve the patient and bring them in to be examined by one of our veterinarians. The veterinarian will call you for a medical history and to discuss any medical concerns from the examination. Upon completion of the appointment you will be contacted to obtain a credit card payment over the phone, and to retrieve your pet. Due to these new protocols, our appointment protocols from check in to check out can range between 1 and 3 hours. We apologize for any inconvenience this may cause.

Food/Medication Pick-Ups

For food purchases, please go to ______ to order.

For medications, please call at least 72 hours in advance to have the medication prepared for you. 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 allowing clients to be present with their pet 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.    

Appointment Types

As per the Province of Ontario, we are now able to resume all medical appointments. This now includes routine vaccines, spays, neuters, and dental procedures. Unfortunately, we are unable to accommodate stand-alone nail trims outside of veterinary appointments.

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.