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 staff member who will verify your information and ask questions about your pet's current medical condition. A trained member of our triage team 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 only.

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. If you feel you have been waiting for an inappropriate amount of time, please reach out to a staff member for assistance.

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, we are available to answer any question you may have regarding the hospitalization process.
Should your pet need to be hospitalized, the attending doctor will propose a treatment plan along with the associated costs. Upon your consent to this plan we will admit your pet to our hospital. A customer service representative will ask you for an initial payment equal to the lower end of the estimate.
In order to update you on your pet's medical condition while hospitalized, you can expect to hear from the attending doctor every morning (typically between 7:00 AM and 9:00 AM). They will be able to offer a financial update and answer any questions you may have at that time. 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. 

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

If your pet is in need of hospitalization, you will be provided with a written estimate for the anticipated cost of care. 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 to you 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 treatment staff 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 daily updates during hospitalization, in addition to a complete copy of your pet's medical record, laboratory results and take home instructions at the time of their discharge from VES/VSC. Our digital radiographs and ultrasound images are also made available to your veterinarian via our website.

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 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!