Klaus cat in top hat and monocle

Hospital Policies

At North Branch Animal Hospital, we care about you and your pet. We want to have open communication and to be clear about which services are not provided at our facility to avoid misunderstanding. We aim to provide excellent medical care and try our best to educate our clients about treatment options and preventive health measures. We are able to do this by building relationships of mutual respect and trust. Thank you for understanding that our policies help us to provide the best possible care for all of the clients we serve. 

Appointments

  • Examinations and Surgeries
    • A 24-hour notice is required to cancel or reschedule exams. After 3 missed exams or exams canceled without proper notice, clients are required to prepay $50 when scheduling. This fee is non-refundable if the appointment is missed or proper notice is not given to cancel or reschedule the appointment.  If the appointment is kept, the fees are applied to the cost of exams. 
    • A 24-hour notice is also required to cancel or reschedule surgeries. After 1 missed surgery or when a surgery is canceled or rescheduled without proper notice, clients are required to prepay the lower end of surgery estimates when scheduling. If the surgery is missed or proper notice is not given, the account is charged a $100 non-refundable fee.
  • Arriving Late
    • We understand that delays can happen but arriving more than 10 minutes late may require us to reschedule your appointment to ensure that all our patients receive timely care.
  • Types of Appointments: Consultations vs. Wellness Exams
    • During a consultation, you may have questions or concerns about your pet’s health or behavior. In contrast, a wellness exam is appropriate when your pet is not experiencing any issues. In this case, your pet will undergo a physical examination and, if necessary, receive vaccinations. It is important that our doctors have sufficient time with each patient. For this reason, if your pet is scheduled for a wellness exam but a consultation is more appropriate, you may be asked to reschedule. Please be sure to mention any concerns when making your appointment so that our staff can schedule enough time. Additionally, if you’ve scheduled a wellness exam and a concern arises, contact us so that we can adjust the appointment type to ensure the doctor has adequate time to address your concerns.

Reminders

  • We ask for you to keep your contact details current to help us contact you by phone or send appointment reminders and vaccine notifications via email. As these reminders are a courtesy and managing your pet’s vaccinations is important, our team is here to answer questions about vaccines or your pet’s health records.

Refills

  • If a refill has been approved by a doctor, we are often able to accommodate same-day pickups. However, you may be required to wait while they are being filled. To avoid waiting, please call one or two days in advance.

Payments

  • Full payment is due at the time of service.
  • While we do not offer payment plans, we accept various payment methods, including CareCredit and Scratchpay, to accommodate your needs. For more details, please visit our Payment Options page.

Emergencies

As we are not a 24-hour facility, we are unable to accept emergencies outside of our normal business hours. We do our utmost to accommodate emergencies during our operating hours, but there may be times when our team is fully engaged. Should this occur, we will refer you to a 24-hour emergency facility:

Lobby

  • Please ensure that all cats are safely in carriers and all dogs are on leashes while in the lobby.
  • For the safety and comfort of all, we ask that pets be kept apart.
  • If your pet is showing symptoms of a contagious illness, you may be asked to check in from your car to help us prevent the spread of disease.
  • If you believe your pet would be more comfortable avoiding the other animals in the lobby, just let us know where you are parked upon arrival. We will bring you and your pet inside as soon as we have a suitable space.

Communication

  • Respectful Manners
    • We are committed to delivering compassionate and efficient care. We hope you feel the warmth and dedication of our staff and respond in the same spirit. At North Branch Animal Hospital, we expect all members of our staff to be treated with respect and consideration. Our team is grateful for the kindness shown by the majority of our clients. For the few who are unable to conduct themselves appropriately, we will mail your records to you and request that you seek care for your pets elsewhere.
  • Feedback
    • We want to provide the best care possible and welcome constructive feedback to help us to improve and serve you and your pets better.
  • Confidentiality and Authorized Contacts
    • Release of Information
      • We are only able to release pet or account information to the primary or secondary owners on the account.
    • Adding a Secondary Person / Authorizing Contacts
      • As the primary owner, we ask that you call to add secondary owners to your account or authorize others to coordinate or make decisions about your pet’s healthcare.
    • Attending Appointments
      • We understand that situations may arise where an authorized contact may need to bring your pet to an appointment. While this is allowed, we strongly encourage the primary owner to be present during appointments to ensure clear communication and understanding of your pet’s health care needs.