Client Care

At Veterinary Emergency Service & Veterinary Specialty Center, we understand a visit to the emergency room may be stressful for both owners and their pets. Our goal is to minimize the stress of your experience and to be responsive to all of your needs.
In our continuous efforts to better serve you, we have compiled a list of commonly asked questions and answers, which we believe will be a helpful resource to you. Please do not hesitate to contact us with any questions or concerns you may have regarding the care of your pet. Our goal is to exceed your expectations!

What happens when we arrive at VES/VSC?

You will be greeted by a customer service representative who will verify your information and ask questions about your pet's current medical condition. A trained staff member will then perform an initial assessment to determine whether or not your pet is stable. Pets determined to be in stable condition may remain with their owners until a veterinarian is available. Patients who need urgent care will be moved immediately to the treatment area for further evaluation and care. To allow maximum efficiency in providing care to critically ill or injured pets, the treatment area is restricted to employees

How long will I have to wait to be seen by a veterinarian?

Because we are an emergency and critical care facility, patients are treated in order of severity, with critical and unstable patients being assessed and treated first.

What happens if my pet requires admittance to VES/VSC?

The staff at VES/VSC knows how difficult it can be when leaving your pet. To ensure that this process goes smoothly, you will meet with a client care coordinator, who acts as a conduit between pet owners and our doctors. Our client care coordinators will answer any question you may have regarding the hospitalization process. To better serve you, our client care coordinators are available at our Middleton location 7 days a week!
When your pet is hospitalized, the attending doctor will propose a treatment plan along with the associated costs. In order to update you on your pet's medical condition, you can expect to hear from the attending doctor every morning (typically between 7:00 AM and 9:00 AM) to give you a medical update. In addition, you will also receive a call if there are lab results to discuss, or if there is a significant change in the medical condition of your pet.
Our client care coordinators will contact you in the late morning (typically between 10:00 AM and noon) to offer a financial update, answer questions about your pet's progress and schedule a time for you to visit your pet in the hospital. Your client care coordinator will be responsible for arranging a visit, and/ or to answer any further questions you may have. If your questions are better addressed by the attending doctor, we will put you into contact with the doctor caring for your pet.

What are the fees associated with my pet's care and what are my payment options?

If your pet is hospitalized, our client care coordinator will provide you with a written estimate for the cost to care for your pet. Our customer service representative will ask you for an initial payment equal to the lower end of the estimate. If your pet is treated on an outpatient basis, we will provide you with a verbal estimate of the cost of care to be provided.
VES/VSC accepts Visa, MasterCard, Discover, American Express, personal checks and cash. We also accept Care Credit, which you can apply for on line or over the phone. Brochures are available at the front desk.

How often will I receive an update on my pet?

You will receive daily updates on your pet. We know how important your pet is and how difficult it is to leave your pet in the hospital. Please feel free to call VES/VSC at any time. Our doctors and/or client care coordinators will provide you with an update.

May I visit my pet?

We encourage you to visit your hospitalized pet as often as you can. There are times when the attending doctor will recommend that a visit be delayed, such as during anesthesia, recovery or while a procedure is being performed. In order to facilitate an optimal visit, we ask that you please call our staff in advance so that we may best coordinate this time for you and your pet.

Does VES/VSC collaborate with my veterinarian?

Our team works closely with your veterinarian to manage your pet's care. We provide your veterinarian with a daily update via email, phone or fax. When your pet is discharged from VES/VSC, a complete copy of your pet's medical record, laboratory results and discharge instructions are sent to your veterinarian. Radiographs are made available to your veterinarian via the internet.

How will I know what to do for my pet at home?

The veterinarian in charge of your pet's care will write thorough instructions regarding the ongoing care your pet requires. One of our trained staff members will read through these discharge instructions with you before your pet is discharged from the hospital. If you have any additional questions, the discharge nurse will provide answers to these questions before you leave. If you have additional questions or concerns after leaving VES/VSC, please do not hesitate to give our staff a call. We are always available to help!