Frequently Asked Questions
What are your hours?
We are open for emergencies 24/7, 7 days a week, including holidays. We are open for appointments from 8am to 8pm. Call us for more details about our specialty hours: (610) 828-3054.
What should I bring with me to my appointment?
If we are not your primary veterinarian, please have copies of your pet’s medical records, including vaccination history, any recent test results and radiographs from your veterinarian’s office faxed/emailed prior to your appointment. It will help us better assist you and understand your animal’s medical condition. If your animal is currently taking any medications, please bring a list of those, as well.
How often will I receive updates during my pet’s hospitalization?
If your pet is here as an inpatient you are welcomed to call for updates after 10 AM.
If your pet is here for surgery, you will be contacted after the surgery with an update.
If you need to speak with a doctor please call between 10 AM and 6 PM.
If you need to speak with a surgeon please call between 10 AM and 3 PM.
Questions regarding the surgical procedure must be addressed with the surgeon prior to the day of surgery drop off.
Our surgeons begin surgery at 7 AM and may not be available to consult with clients the morning of drop off.
Can I schedule a time to visit my animal?
Clients are encouraged to visit their pets in the evening after normal appointment hours. Please call in advance to let us know that you will be visiting. A doctor may not be available to speak with clients during their visits due to inpatient treatments, ongoing appointments and emergencies.
We do not allow owners to visit their pets who are in isolation. We realize that this is hard for owners to be away from their ill pet, but it is done for good reason. This is for the protection of the sick pet as well as any other animals the owner may come in contact with after visiting and in some cases it also protects people from certain diseases that can cross species (i.e. Leptospirosis)
Animals in isolation already have a compromised immune system, and it would be possible for a person visiting to bring in an additional bacterial or viral contagion into the isolation area. If a person was to visit in isolation they could inadvertently carry and spread the disease to other animals while walking through the hospital and back home to other pets. Therefore we have decided the best way to limit exposure to disease is by not allowing a visitation in isolation.
Can I leave personal belongings with my animal?
We ask that you not leave any personal belongings with your hospitalized pet. Due to the number of patients we see, we can’t guarantee that personal belongings are returned. Our hospital is fully equipped with everything your animal will need to ensure a comfortable stay including sheets, towels, and blankets.
We do however encourage that you bring any medications that your pet is taking as well as their food, if they are on a special diet. However, we do stock a wide range of Hills commercial and prescription pet foods and can provide customized diets for your pet if you do not bring their diet with you.
Can you describe your fee structure?
When you schedule an appointment at the hospital, there will be an initial consultation fee. After your pet is examined, you will be given an estimate of the cost of the recommended treatment plan and, in the case that your pet is hospitalized, will be asked to sign your permission to continue with treatment along with your guarantee to pay for the cost of care. In serious emergencies, stabilization of your animal will begin as soon as it is taken back to the Intensive Care Unit with your verbal/written permission.
Outpatient visits require full payment at the time the service is rendered and hospitalized patients require a deposit with full payment due at time of discharge.
What forms of payment do you accept?
We accept cash, personal checks, travelers’ checks, money orders, MasterCard, Visa, Discover, American Express and Care Credit.
Do you offer payment plans?
Unfortunately, we are not able to offer payment plans.
Instead, we accept Care Credit, a healthcare credit card that provides a credit line for treatments and procedures. This program offers a six month no interest repayment option for transactions.
For more information or to apply for Care Credit, inquire at the reception desk or go to the Care Credit website. www.CareCredit.com
Do you accept insurance?
We participate directly with Trupanion Pet Insurance but encourage you to do your own research to find the best insurance for you and your pet.
We are happy to provide the necessary documentation, an itemized list of charges and a discharge statement; so you can file with whichever pet insurance you have.
How do I make an appointment? Is a referral required?
To make an appointment, call 610-828-3054. If you have a primary care doctor at another facility, we will work collaboratively with your veterinarian, but a referral is not required to schedule an appointment. No matter who schedules your appointment, it is helpful to provide medical records and any recent test results from your veterinarian’s office to help us better understand your animal’s medical condition.
Each service has its own appointment schedule. When you call, the receptionist will help you find the service best suited to your pet’s needs.
What doctor will I see?
Unless specified by you or a referring hospital, your pet will be scheduled with the first available doctor that fits your schedule. We do not necessarily schedule you with the same doctor every time but you are able to request a specific doctor if you would like.
How long does it take to receive completed tests results?
Timing of completed test results will vary. We may run the tests with one of our on-site laboratory equipment but there are also times when it is required to send them to an outside lab.
What is medical lodging?
Our caring staff recognizes that some pets require extra time, love, and familiarity because of their health concerns. We can expertly address their physical, emotional, and medical needs while they stay with us. Hickory offers a comprehensive program that is specifically tailored to lodging pets with conditions that would require more monitoring and care.
Who cares for my pet when it is boarding at your hospital
All medical lodging patients stay in an area devoted to the additional care they need and are monitored 24/7 by our staff of skilled technicians. Doctors are always available for your pet, if necessary.
Can I call in to check on my pet while he/she is boarding?
Yes, we encourage owners to call to check in on their pets. You may not be able to speak with a doctor, but one of our staff members will provide you with an update.