Welcoming Upper West Side Pets, Always

Fill out our online new patient form to make your first visit go even smoother.

Payment is also something we strive to make convenient. We take cash and checks and all major credit cards. We also take CareCredit, a low-interest, monthly payment program that is very popular in the health care industry.

Let us know if you have pet insurance, and we will provide you with all the documentation and receipts you’ll need for reimbursement.

Pet Insurance

Our clients work regularly with:

• Trupanion
• FIGO
• Healthy Paws
• Embrace
• Nationwide Pet Insurance
• Pumpkin
• Pet’s Best

Hospital Policies

Thank you for taking the time to review our hospital policies. Please let us know if you have any questions or require further clarification of any of the information below.

Active Client/Patient Policy

By law, we are required to have an active “Veterinary-Patient-Client Relationship” (VPCR) to provide veterinary care or prescribe or dispense medication for a pet. An annual physical examination by one of our veterinarians is required to maintain an active VPCR.

In the absence of an active VPCR with our hospital, but with an active VPCR with another licensed veterinarian in the United States, we can only dispense medications when we have received a written prescription from the veterinarian with the active VPCR with the pet.

Appointment Policy

To provide a high standard of patient care, we operate on an appointment basis. Appointments with our veterinarians are allotted 30 minutes and may be scheduled for a longer period depending on your pet’s health concerns. Please provide us with as much information as possible to schedule your pet accordingly.

Appointments with a Veterinary Technician may be scheduled for minor items such as nail trims, vaccine boosters, anal gland expressions, bloodwork and x-rays as ordered by your pet’s veterinarian, or weigh-ins for seasonal prevention. Appointments with technicians are only available when a veterinarian is on duty. Our staff reserves the right to book appointments with the appropriate team member as dictated by the pet’s health condition, staff availability, etc.

Emergency Policy

We are not an emergency hospital; however, we allocate several same day and urgent appointment slots during our regular business hours. These appointments are on a first-come-first basis and priority is given to regular patients of our hospital.

If we are unable to accommodate your pet, we will refer you to one of the emergency hospitals in the city which may include BluePearl Pet Hospital or the Animal Medical Center.

Missed Appointment and Cancellation Policy

We know your time is valuable, and ours is too. Out of respect for our staff and our other clients, we require at least 24 hours’ notice if you need to cancel or reschedule an appointment. As appointments are in high demand, this allows us the necessary time to rebook the appointment time for someone on our waiting list. Cancellations with insufficient notice or missed appointments will incur a late cancellation fee of 50% of the exam fee or $300 for surgical or anesthetic procedures.

After two missed appointments or cancellations with insufficient notice, we will require pre- payment for any future appointments. This amount will be non-refundable 24 hours prior to the scheduled appointment.

Mutual Respect Policy

We believe that everyone deserves to be treated kindly, fairly, and respectfully. We will not tolerate any forms of abusive, aggressive, or rude behavior or conduct from clients towards any member of our staff and demand the same from our employees towards others. We are absolutely opposed to any discrimination or harassment based on color, nationality, sex, gender, race or creed. We always reserve the right to refuse services to anyone who expresses harmful language or behavior.

Patient Arrival Policy

For the safety of your pet and others, please ensure your pet is on a leash or in a carrier (we can provide one for your visit if you do not have one). We prefer dogs to be on a regular leash as opposed to a retractable leash.

Payment Policy

Payment is due in full at the time services are rendered. We accept payment via check, VISA, Mastercard, American Express, Discover, Apple Pay, Google Payment. We also accept cash, but we keep a limited amount of change on hand. Financing is offered through CareCredit. We provide itemized treatment plans for review and approval for surgical procedures and dentals, but we are happy to provide treatment plans for preventive care upon request.

Pet Insurance Policy

We're happy to work with any veterinary insurance provider. Should you wish us to submit a claim on your behalf, please inform one of our Client Care Representatives. Any information regarding pending claims must be obtained by the policyholder from the insurance provider. We are unable to communicate with your insurance company on your behalf.

Prescription Refill Request Policy

Prescription refill requests can be made by phone, email or through your pet portal app. When making requests, please provide your full name (the name on file), your phone number, your pet’s name and the medication you are requesting. We request 3 business days’ notice for prescription refills and 5 days’ notice for all compounded prescription requests. You will be notified via text when your pet’s prescription is ready for pick up. Any prescriptions not picked up within 15 days will be returned to stock and a restocking fee will apply.