WHEN YOU VISIT

We understand that medical emergencies can be a frightening experience for your family. Our goal is to make this stressful time as easy for you and your pet as possible.

What To Expect When You Come to the ER

When you arrive, your pet will be evaluated by one of our Emergency Veterinary Technicians to determine the severity of your pet’s emergency (critical vs. stable).

Like in human hospitals, critical emergencies are always attended to first, therefore, if your pet is in stable condition you may be asked to wait in our comfortable waiting area with your pet until an Emergency Veterinarian can see your pet.

Once your pet has been seen by an Emergency Veterinarian, diagnostic and treatment options for your pet will be discussed with you–treatment may include out-patient services or ICU hospitalization, depending on the severity of your pet’s condition.

After your pet is discharged, we provide your regular veterinarian with the complete medical record so that all of your pet’s medical records are kept in one central place.

We provide free wireless service, TV, and a snack and soda machine and a comfortable waiting room to help make your visit with us as stress-free as possible. During nice weather, you can enjoy one of our outdoor seating areas.

Are you bringing your pet in for a scheduled appointment?

Please complete our Patient Appointment Information Sheet and bring it with you to your first appointment with Dr. Benson, Dr. Lackner, Dr. Mueller (for an ultrasound) or Dr. Weigand.

When Your Pet is Hospitalized

We understand how important it is to provide you and your family with updates about your pet when they are hospitalized with us. To coordinate communications between our medical team and your family, and to avoid any miscommunication, we ask that you please designate one person to act as the primary contact person who will keep all other family members informed of your pet’s status. Working with your designated contact person we will provide the following:

• Morning update
  One of our client liaisons will call you between 8:30am-9am with an update on your pet. They will also be able to take any questions you may have for your conversation with the doctor at mid-day. Please understand that our doctors will not be able to speak with you at this time.
• Mid-Day update from the doctor
  The doctor will call you between 11am and 2pm to speak with you about your pet’s status and to answer any questions you may have. If your pet is well enough to go home, the doctor will schedule a discharge time for you to come pick up your pet.
• Evening update
  Your designated contact person may call the hospital and speak with an ICU technician about your pet’s status between 8pm – 10pm.
• Schedule your pet’s discharge
  Please be sure to arrive on time for your scheduled discharge appointment. If you do not come in at the scheduled time, you may experience an unnecessary delay as we will be attending to other scheduled discharges and patients.
• Referring Veterinarian Updates
  We will fax all medical records to your regular veterinarian and our doctors are also happy to take their calls about your pet. Please be sure we have the correct name, address, and fax number for your regular vet.

Visiting Your Pet

When your pet is hospitalized, you may visit them once a day by scheduling an appointment (call 413-665-4911 to arrange your visit).

• Visits are not allowed from 6am-8am and from 6pm-8pm as our medical team is on rounds.

• If more than one family member wants to visit, please coordinate the visit to include all members during the same visit. If emergency cases arrive during your visit, you may be asked to wait until an exam room becomes available.

• During nice weather, you may visit with your pet outdoors if they are able. If your pet is not able to be moved or is in isolation, you will be allowed to visit him or her in the Intensive Care Unit (ICU) or in the Isolation Ward.

• Critical patients may have visitors more than once a day with prior doctor approval only. If the ICU becomes busy, your visit with your pet may be interrupted in order for us to properly care for other patients. We ask for your understanding in advance should this occur.

• In addition to giving lots of pats and love, we encourage you to feed your pet if he or she is allowed food and water and to walk your pet outside when possible. Feel free to bring a favorite toy to play with your pet.