When Your Pet is a Patient
Appointment Information
Please don’t forget your pet’s leash and collar, or make sure he/she is safely inside a carrier.
Textline: (916) 252-0421
When You Arrive
When you arrive, please park your car and text us with your space number (or the make/model/color) of your car, your pet’s first and last name, and the department or doctor you have an appointment with.
A member of our team will message you a link to our client portal to complete your client registration and instruct you on when to enter the lobby for check in.
What to Expect When your Pet has an Emergency or has been Admitted
What follows below is a short guide for what you can expect while your pet is an inpatient at our hospital. If you have any questions or concerns, please don’t hesitate to ask.
Our compassionate pet care staff understands the urgency of your situation. Upon arrival you will check in with our client care specialists. While you wait, you can relax in one of several waiting areas. Please ask our team members if you need help finding a good spot for you and your pet. A technician will collect you from the waiting area and bring you to the exam room, gather a full history and take your pet’s vitals. The technician will triage your pet’s condition, and your pet will be treated based on the severity of his or her condition, not the order of arrival. Wait times at emergency rooms can be long and stressful. We ask for your patience as emergency cases can be complex and time consuming. During this time our client service team is there to make sure you are comfortable, and provide updates on wait times and your pet’s status.
OUR SUPPORT STAFF IS HIGHLY TRAINED TO PERFORM OR ASSIST IN ALL OF THE TREATMENTS YOUR PET REQUIRES.
Obtain vitals and patient history
Obtain and run in–house laboratory testing
Perform x-rays
Provide care and treatments for hospitalized patients
Assist in surgery
Manage anesthesia
Client education
Typically, your primary care veterinarian will send us a referral form. The form will describe your pet’s problem and identify the appropriate specialty department to see your pet.
To notify our team that you are on your way, please call (916) 783-4655. If you have questions about your appointment only, you can also contact us here.
If Your Pet is Admitted to the Hospital
Prior to admission, you will receive information from the medical team about your pet’s specific condition and/or treatment plan. This may include changes in feeding schedules or medications. Please ask if anything remains unclear following this conversation. Our team’s goal is to ensure that all of your questions are answered. We will always go through an itemized treatment plan with you.
CONTACT INFORMATION
During your pet’s hospitalization, our medical team will call at regular intervals with updates on your pet’s condition. Please be sure to provide our Client Care Specialists with your preferred telephone numbers if you haven’t done so already. Our commitment to you and your pet is to provide the highest standards of medical care and personal service possible.
During Your Pet’s Hospitalization:
MEDICAL UPDATES
You will receive two daily updates on your pet’s condition. We will also call if there are significant changes in your pet’s status.
The morning call will be between the hours of 4am and 6am
The evening call will be between the hours of 4pm and 6pm
You may call for information about your pet at other times, but please understand that you may not be able to talk to a member of your medical team directly. If you are asked to leave a voicemail, a team member will return that call in a timely manner.
In an effort to streamline all communications, we ask that you designate one family member for all medical updates, and ask that he or she relay information to the rest of your family.
We treat each patient’s medical condition as confidential. You can be assured that we will not discuss your pet’s condition with anyone but you or the person you have designated on the patient information sheet, nor will we be able to discuss the condition of another patient with you. We will however keep your family veterinarian updated of your pet’s condition.
When Your Pet Leaves the Hospital
Please be prepared to spend up to one hour during the discharge process for your pet. It is important that enough time is available to review important information regarding your pet’s care and that you have time to ask any questions.
Once your doctor feels that your pet is well enough to be sent home, a member of our medical team will contact you. At this time they will discuss:
Your pet’s current medical condition
Briefly review the discharge instructions and discuss any rechecks that may need to occur
Update you on your balance
Schedule a discharge appointment
THE DISCHARGE PROCESS:
A doctor or veterinary technician will go over your at home instructions. We will also set up any follow-up appointments, and you will be asked to settle any outstanding balances on your account.
Please do not hesitate to ask if you require any assistance getting your pet into your vehicle. We are here to help.
Our policy is to remove all bandages related to IV catheters or blood draws from your pet prior to leaving the hospital; however, in some cases, it may be necessary to leave a bandage on until they get home. The medical staff will instruct you on removal of the bandage.
If you have any questions, please do not hesitate to ask.
Going the Extra Mile
When they're with us, they're part of our family.
Our teams will go beyond the call of duty in making sure patients are comfortable and feeling loved while away from home. Follow us on social media for patient stories, updates, and team highlights!
Ask us about sharing your pet's medical journey on social media to spread awareness, positivity, and education to all.
