Policies

APPOINTMENT POLICY

  • Please expect to arrive 15-20 minutes prior to your scheduled appointment.
  • We ask that you complete the new client paperwork, new patient paperwork and cancellation policy form prior to arrival. These can be found under our new patient center tab or by clicking Here
  • If you plan to be later than fifteen (15) minutes, please call and reschedule. *For more information, please see our Appointment Cancellation Policy.
  • As of October 1st 2021 deposits are required to schedule any dental, surgical or anesthesia procedure.

Walk-in clients are welcome but you may have to wait and we can't guarantee you will be seen, appointments are preferred. Emergency cases receive top priority followed by clients with previously scheduled appointments.

PATIENT ARRIVAL POLICY

For your protection, and that of others, all dogs must be on a leash and properly controlled while in the waiting area or exam rooms. We recommend walking your dog before taking him/her in your car.  Please do not let your pet void prior to your appointment if you are having any illness concerns and if your pet needs to void alert staff at check in so a sample can be collected in case it is needed. 

All cats must be presented in an appropriate cat carrier.

If your cat is afraid of your carrier, follow these instructions:

A few days before your scheduled visit (preferably 1 week), take your carrier out of storage and place it near your cat’s feeding area. Next, leave the carrier door open and put your cat’s favorite blanket and some toys in the carrier so it becomes a familiar part of your cat’s environment. After some time, place some of its favorite foods inside or on top of the carrier. Because the next stressful event for many cats is simply traveling in your car, which always means a visit to the vet clinic, minimize your cat’s fear by taking it for a couple of short rides before the day of your visit. Another helpful alternative would be applying products such as the Feliway spray to the carrier 30 minutes to an hour prior your arrival. Feliway pheromones can help reduce the signs of stress your cat may be feeling while at the hospital.  We offer Feliway products in our office for purchase and in some cases kitties may benefit from a pre-trip medication. If you are concerned your cat may be more fearful please simply ask and we can help to reduce unnecessary stress if possible. 

APPOINTMENT CANCELLATION POLICY updated 2022

When you schedule an appointment or procedure with Union Animal Hospital you are holding a place on our calendar that is no longer available to another patient.  In order to be respectful of your fellow patients, please contact our office as soon as you know you cannot make a scheduled appointment.
If cancellation, or rescheduling, is necessary we require you to call in advance.  Appointments for exams and procedures are in high demand, and your advanced notice will allow another patient access to that appointment time. Missed appointments are a waste of time for everyone and can affect every patient, client and employee that uses and works at Union Animal Hospital.

Late Arrivals

Please remember we are a medical facility and all appointments are asked to arrive 15 minutes prior to their scheduled appointment time to facilitate the check in process. If you are too late and we are not able to get you fully checked in for your scheduled appointment time we may not be able to see you at that time. We will do our best to adjust our schedule to prevent rescheduling your appointment, when possible, by moving you to the walk-in/urgent care service when you arrive or seeing if another veterinarian is available. If you choose not to wait, see another veterinarian or we are unable to see you due to late check in/arrival then your appointment will be subject to the cancellation policy and rescheduled at your discretion. We certainly understand that delays may happen, they happen to us too, but time is valuable and we have an obligation and responsibility to do our very best to service clients and patients who are here for their appointments on time in a timely manner whenever possible.  We strongly encourage all our clients to arrive at least 15 minutes early for scheduled appointments to facilitate the check in process.  

No-Shows

When you schedule an appointment and fail to show or fail to notify us of your inability to keep your appointment, it impacts our ability to service clients who may already be here waiting to see a doctor.  If you fail to show or fail to notify us about your inability in keeping your appointment time on more than two (2) occasions, you may be required to prepay for your appointment time with no refund option. 

Cancellations

If you must cancel an exam/non-procedure appointment, we ask for 24 business hours’ notice.  For dental, surgical or procedural appointments, we ask for 48 business hours’ notice.  The following fees will be applied to your account for not calling as required 

Missed Office Visits – No shows & Late Cancellation Fees:

1st Missed Appointment – Our staff will call to ensure the well being of you and your pet in addition to rescheduling your exam.

2nd Missed Appointment – A $10.00 fee will be applied to your account for canceling an appointment a second time with less than 24 hours’ notice. *Prepayment for the exam may be required to reschedule plus missed appointment fee, both are nonrefundable*

3rd & Subsequent Missed Appointment – The cost of the exam will be applied to your account for canceling an appointment a third time and every subsequent time with less than 24 hours’ notice. You may be subject to termination of your care with our office.

Missed Dental or Surgical Procedures:

*As of 1/1/2022 All Procedures require a nonrefundable booking fee to schedule and this fee may be used to cover cancellation fee*

For a Dental or Surgical procedure – A $50.00 fee will be applied to your account for cancelling any procedure appointment with less than 24 business hours’ notice or no-showing your appointment. You will also be required to prepay for your dental or surgical procedure (based on the mid-range of your estimate) in order to reschedule.  If you fail to show or cancel appropriately a second time, a $100.00 fee will be deducted from your prepaid deposit.

Please Note:

  • A missed appointment fee will need to be paid prior to receiving any new services, prescriptions, or food and are subject to late fee, finance charges and statement/handling fees if not paid.
  • Missing three (3) consecutive appointments or frequent cancellations/schedule changes may result in the termination of care at our office.
  • Cancellations must be confirmed by a staff member within the cancellation windows to avoid fees. Failure to ensure proper communication to our office is solely the responsibility of the client.  Voicemails, texts and emails are not always reliable and may result in delays or failure of appropriate cancellation and applicable fees.   

We thank you in advance for abiding by these policies and helping us keep our clients, staff, and patients on schedule and safe!

Please understand that we have created this policy out of respect for those clients who are waiting to have their pets be seen.

PAYMENT POLICY

Our goal is to serve you and your pet in every way possible. This includes ensuring your medical team provides the level of care that fits within your budget. It’s important that your financial commitment and responsibilities are made clear before treatment begins. In the case of an emergency, your pet will be stabilized before your medical options are presented.

Payment, in full, is required at the time services are rendered. Feel free to ask for an estimate of charges at any time. If your pet is admitted to the hospital, the veterinarian will ask you to leave a deposit typical the high end of any provided and approved estimate. Moreover, the veterinarian and nurse will provide a treatment plan and estimate for these hospitalized patients.

CHANGES TO CONTACT INFORMATION

In order to provide you with the highest level of customer service, such as to receive important notifications regarding your pet’s health (i.e. care reminders), it is vital that you keep our team notified of changes to any of your contact information. This includes email address, mail address, and correct mobile numbers (i.e. text messages for appointment reminders). Please also make sure to provide us with alternate contact information, and that way guarantee the message will be delivered. 

IN-HOUSE PHARMACY

It is our goal to provide you with complete veterinary care in a professional and accessible atmosphere. That is why we offer an onsite pharmacy to fill your pet’s prescription needs.

Having an on-site pharmacy provides you with a more convenient way to get your pet’s medication. Ensures less errors in medications filling and more timely refill options.  We hope that this will save you time and ultimately enhance your experience with us.

If you have any questions, concerns or comments about your pet's medications please contact us to discuss

OUR ONLINE PHARMACY

OUR ONLINE PHARMACY AND HOME DELIVERY PROGRAM

At Union Animal Hospital, we offer most of the medications available through the hospital for purchase online with the convenience of Home Delivery. This means you can order quality prescription medications, food and health care products, sourced directly from the manufacturer, and have them shipped right to your front door, on time, just when you need it. 

AUTOSHIP - Saves you time and money

AutoShip allows you to schedule regular deliveries of your pet’s medications and food at your convenience. And with RemindMe, single doses of your pet’s flea, tick and heartworm preventatives arrive once a month when you need them — with no shipping charges!

HOW TO USE OUR ONLINE PHARMACY:

New users will need to set up a user name, password, and add the pets they wish to purchase medication for. Your pet’s doctor will still need to authorize any prescription, please allow us time to receive and review you request. This usually takes 1-2 business days. Please keep in mind that by law your pet must be examined by us within the past year for us to prescribe any medication. If it has been over one year please call for an appointment first. If you have any questions, feel free to call the office and we would be happy to help you through the process.

ARE YOU READY TO ORDER? Click Here

ADDITIONAL INFORMATION:

Our Online Pharmacy is powered by Vetsource. Vetsource, is proud to be one of the premier online pharmacies approved to use the pharmacy domain in our website address.

What does that means?

Today, the vast majority of websites selling prescription drugs online are doing so illegally. In fact, The National Association of Boards of Pharmacy® (NABP®), the official registry of the .pharmacy domain, has found that 96% of the nearly 11,500 drug outlets it has reviewed are out of compliance with United States pharmacy laws and practice standards. To address this critical issue, the NABP created the .pharmacy domain to provide consumers with a simple way to determine if an online pharmacy or pharmacy-related website is safe and legitimate.

The pharmacy domain in Vetsource’s website address means you can rest assured that the prescription drugs we sell are always safe, authentic and sourced directly from the manufacturer.

For more information, visit www.safe.pharmacy

 

ORDERING FROM AN OUTSIDE ONLINE PHARMACY OR OUTSIDE PROVIDER?  

If you have ever searched online for prescription pet medicines, you’ve no doubt seen attention-grabbing claims. They sound convincing in their promises of convenience and lower prices. Internet sites that sell pet drugs can be reputable pharmacies. However, others are fronts for businesses breaking Federal, State and sometimes International laws. When choosing an online pharmacies there are many things to consider to protect your pet and ensure the medication received is aligned with medical standards.

Some common challenges to purchasing medication online include:

  • sell medicines that are counterfeit
  • outdated or mislabeled medication
  • incorrectly formulated or improperly stored
  • may not contain actual active ingredients
  • may contain contaminants or the incorrect amount of the active ingredient
  • may be compromised due to being stored in conditions that are too hot, cold, or humid
  • may not have the proper directions for administration
  • does not have staff trained in animal prescription medications, side effects or doses

Because of the risk associated with purchasing from online pharmacies, Union Animal Hospital will no longer fax prescriptions to outside online pharmacies, nor approve a prescription request over the phone as of January 1st 2019. If you choose to buy from an online pharmacy, we will be happy to provide you with a written prescription at not cost, and ask that you come pick it up.  It may take up to 3 business days to get a written script approved by our veterinarian outside of your exam appointment.  This is because our veterinarians are not in the office every day and are often scheduled to see appointments throughout the day along with in procedures and reviewing patient test results and calling clients back.  Prescriptions require the veterinary to review your record before they can authorize and this takes time to ensure everything is in order for your pet.  Additionally only the veterinarian in charge of your pet's care can  sign prescriptions.  Please request one at your exam for a more convenient and timely prescription.  Once you get this written prescription you will be able to send it to them directly. We simply want the best for your pet, and with the rebates, we feel we are able to provide quality medications for you in a more cost effective way than purchasing from online pharmacies.

We appreciate your understanding, and thank you for entrusting us with the care of your furry loved ones!

The Staff of Union Animal Hospital


Location

Find us on the map

Office Hours

Our Regular Schedule

Monday:

7:30 am-6:00 pm

Tuesday:

7:30 am-6:00 pm

Wednesday:

7:30 am-6:00 pm

Thursday:

7:30 am-6:00 pm

Friday:

7:30 am-6:00 pm

Saturday:

Closed

Sunday:

Closed

Testimonial

  • "Had a great first experience! Dr Sutton was great!"
    Debra R.