Twinbrook Animal Clinic, Inc. Policies and Client Agreements
Thank you for choosing us for your veterinary care. Our primary mission is to provide quality, comprehensive veterinary care for your pet. We appreciate that you adhere to our clinic’s policies and procedures.
Appointment Policy
In order to provide the best care possible and allow ample time and attention for each patient, we operate primarily by appointment. Please realize that we value your time and make a sincere attempt to see each client on time. Emergencies will be triaged but may take priority. Complex cases and/or staff shortages may cause delays. We will do our best to keep you apprised of delays in our schedule. If we are running behind and you are unable to wait, please notify the receptionist and we will reschedule your appointment at your convenience and at our earliest availability. Yelling at or otherwise being rude to our staff will not make your appointment happen any sooner – and you may be asked to leave immediately.
Unfortunately, there may be times due to our current case load and the availability of staff that we are unable to see your pet. In these cases, we will provide advice on how best to proceed as far as urgent care and emergency facilities are concerned. We appreciate your patience and understanding.
Late Arrivals
Late arrivals for appointments of more than 5 minutes will make it even more difficult to stay on schedule when the staff already has the challenge of managing unexpected emergencies and medically complex appointments; therefore, additional delays need to be avoided. If you know that you are going to be late, please call the clinic on your way so that we can plan accordingly. When a late arrival occurs, we will either offer to see your pet, offer to have your pet admitted to the clinic so that we may attend to them as time permits, or offer to reschedule your appointment. The option offered will be up to the veterinary staff based on the flow of the appointment schedule that day. If repeatedly late arrivals occur, we may require a deposit in order to schedule further appointments.
Missed Appointments (“No-Shows”)
In order to be respectful of the needs of other patients, please be courteous and call our office at least 24 hours in advance if you are unable to show up for an appointment. Appointments are in high demand and your early cancellation will allow another patient to access timely veterinary care.
Failure to be present at the time of a scheduled appointment, including arriving 20 minutes late, will be considered a No-Show and will be recorded in your patient’s chart. After two No-Shows, a nonrefundable deposit of $63.00 will be charged the next time an appointment is scheduled.
A surgery No-Show will be documented if a surgery appointment is missed without providing 24 hours notice of cancellation. A nonrefundable deposit of ½ of the surgery estimate may be required in order to reschedule the procedure. (Deposits will be applied to the appointment for which they are taken but if the appointment is not cancelled within 24 hours, the deposit will not be refunded.)
Veterinary Client Patient Relationship (VCPR)
The Veterinary Client Patient Relationship is a legal standard required by most state regulatory boards. This interaction includes requiring the client to bring the patient annually for a veterinarian’s examination of the patient as well as the veterinarian and staff being responsible for maintaining medical records to document examinations, diagnostics, recommendations, and follow-up care for each patient.
Prescription medications cannot be prescribed, and specific advice may not be given if the VCPR is not current.
Financial Policy
Payment for services is required in full at the patient discharge from the clinic. We are unable to offer payment plans. If you have concerns or would like to know the cost of a visit, please ask for an estimate of the charges prior to agreeing to any diagnostics or treatments. Payment options include Cash, Check, Card (Master Card, Visa, Discover, American Express, Apple Pay) and Care Credit. A fee of $63.00 will be charged if two No-Shows have been recorded.
Retractable Leash/Carrier Policy
For safety purposes, all pets are required to be on a leash or in a carrier. Retractable leashes are unsafe and their use is prohibited in our facility. If you are using a retractable leash in the clinic, you will be provided with a slip-leash for the safety of our other patients, clients, and staff.
Medication
Refills – We require 24 hours notice for prescription refills. Please plan accordingly for holidays and weekends. Returns – According to state and federal guidelines, any prescription medication that leaves our facility is ineligible for return. Items that are unopened, unused, and determined eligible for restocking by an authorized Twinbrook employee may incur a 25% restocking fee. Prescription Diets – Twinbrook works directly with food manufacturers that have pet food guarantees. If you or your pet are dissatisfied with the prescribed diet, you may be eligible for a refund. Refunds are provided via the original tender (check, cash, etc.) or credit applied to the client’s account.
I acknowledge that I have completely read and fully understood all of the above information and agree to be bound thereby. I understand that failure to comply with the terms may result in refusal to care for my pet(s) by Twinbrook Animal Clinic, Inc.