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To our clients,
In July, we sent out a communication to you outlining a tentative reopening plan that would allow one client into the building for appointments with the veterinarian. Unfortunately, with the rise in COVID cases due to the Delta variant we have decided to reverse that decision and continue with curbside services only as we have been doing for all of 2021. Please see below for a reminder of the current protocols.
We understand this may be frustrating for many of you; we are frustrated with the state of things as well. We know many of you were excited to be able to come inside and honestly, we were excited too. However, as medical professionals, we feel that it is better to be safe and continue with the protocols that have so far kept us able to stay open to provide veterinary care for your cats. We hope that you can understand this and treat our staff respectfully when interacting with them. As of right now, we do not know when we may re-open and will be assessing the situation daily.
Since we are no longer going to start allowing clients in the building, we have had to adjust our appointment schedule going forward. To anyone who already had an appointment scheduled September 1 or later please note that your appointment time may have changed by up to 20 minutes either earlier or later. The easiest way to see what your current appointment time is by checking out our pet portal. This can be accessed online via our website (click the “Pet Portal” button) or as an app on your phone (download from Google Play or Apple Store). If you cannot access your pet portal, please give us a call or text and our staff can confirm what time your appointment is; a call would be best if you think you may need to reschedule.
We are all just trying to do our best during these difficult times. Please remember to be kind to the veterinary staff that you communicate with; we are all going through this pandemic the same as you and are working very hard to care for your pets.
Before your appointment, we will send reminder emails and/or texts with your appointment date and time. These will include an exam history form * *. Please fill this out before your appointment; if you are bringing multiple cats at once you will need to fill out a form for each cat. When you hit submit on the form a copy will automatically be sent to us.
When you arrive, you can * *check in * * via QR code on our signs, via a button on our website, or by texting 650-359-5770. Please include where you are parked and a description of your car (make/model/color). When we have a room ready, the technician will come out to get your cat. Please make sure they are secure in their carrier before we come outside. The exam should only take about 10 to 15 minutes so please do not leave the area while your cat is inside. If you have to leave for any reason please call or text to let us know first. If you leave and we are not able to get ahold of you or return your cat to you by the time the doctor's next appointment is here, there will be a hospitalization charge added to your invoice. After the doctor has examined your cat, they will give you a call to discuss their findings. We will have you pay after the exam, either over the phone or with a portable credit card machine. You can also pay with CareCredit using the app. We do accept checks or cash payments as well but we cannot provide change so please have exact change on you, otherwise we can leave a credit on your account. Please note that payment is due at the time of service.
When you arrive, you can * * check in * * via QR code on our signs, via a button on our website, or by texting 650-359-5770. Please include where you are parked and a description of your car (make/model/color). When we have a room ready the technician will come out to get your cat; please make sure they are secure in their carrier before we come outside. After the technician has completed the services, they will either call you to pay over the phone or bring a portable credit card machine outside for payment. You can also pay with CareCredit using the app. We do accept checks or cash payments as well but we cannot provide change so please have exact change on you, otherwise we can leave a credit on your account. Please note that payment is due at the time of service.
If your cat is scheduled ahead of time to be admitted to the hospital for either a drop off appointment or an anesthetic procedure, we will email an admission and consent form to the main email address on file. Please fill that out no earlier than the day before the procedure and either email it back to us or print it out and bring it with you. If you are scheduled for the same day for a drop off appointment we will have you fill out a paper form at the hospital. All drop off exams will also get a link to an * * exam history form * * that needs to be filled out before the appointment.
When you arrive, you can * * check in * * via QR code on our signs, via a button on our website, or by texting 650-359-5770. Please include where you are parked and a description of your car (make/model/color).When they are ready, the technician will come out to get your cat; please make sure they are secure in their carrier before we come out. After the procedure or exam the doctor will call you to let you know how things went and schedule a discharge appointment. You can either pay over the phone at that time or during your discharge appointment. When you arrive, please check in again (same as above). Please note that we close at 4:00 pm so make sure you are here no later than 3:50 pm to pick up your cat.
If you need to request food, products or medications please call us before coming down. For food or over the counter products this gives us time to check our stock and ensure we have what you need on hand. For medications we require 24 hours’ notice for refills to give the doctors time to approve the prescription and the technicians time to label and fill the prescription. When you are ready to pick up your items please give us a call *before* you leave your house so we can have you pay over the phone. Then you can let us know you’re here by texting or calling 650-359-5770 and a staff member will run your items out to you. Calling before you are at the hospital helps to cut down on cars taking up spots outside as we have very limited parking availability. Please do not pay until the day you will be picking up your products as it can confuse our system.
Please note that we will continue to close at 4:00 pm; you will not be able pick up products/food/medication after 4:00 pm. Please plan accordingly.
Thank you for your understanding and patience as we do everything we can to keep our staff and you safe.