COVID-19 CLIENT RESOURCES

An update from our practice on COVID-19

Dear Valued Clients, 

As you may be aware, some businesses are allowed to reopen with a limited capacity starting this Friday June 11, 2021.  Please be aware that some veterinary clinics and hospitals, including ours, will continue with curbside care due to various factors.  These include the number of staff working at any given time, the size of the space, and other health and safety reasons.  There will be no exceptions made at this time.  As the province begins to reopen, please practice kindness and be patient with your veterinary team as they navigate their way forward.  While constructive feedback is welcome, abuse of staff will not be tolerated.

Due to Covid-19, we have created policies to keep staff, clients and patients safe.  We have created these new policies to ensure we can remain open to continue to provide emergency care for our patients; otherwise emergencies may have to be sent out of town.  Please see below for our hospital policies regarding communication, COVID-19 screening, admitting patients, billing and wait times.

Communication

  • We are only communicating by phone so please bring a fully charged cell phone &/or car charger  
  • If you don’t have a cell phone, let us know by the intercom and we’ll lend you a walkie-talkie. 

Screening

Our staff will ask you the following COVID-19 screening questions.  Your answers will not affect your pet’s ability to be seen but allows us to take precautions to protect our staff and other patients.

  • Has anyone in contact with your pet traveled out of the country in the last 14 days?
  • Is anyone in contact with your pet exhibiting any of the symptoms of COVID-19 such as coughing, fever or shortness of breath?
  • Has anyone been tested /quarantined for COVID-19?
  • Does anyone in contact with your pet work in the healthcare or in agricultural industry?

Admitting Patients

Clients are not permitted in the building for any reason, including euthanasia.  When you arrive please call the hospital from your cell phone or use the intercom at the front entrance. 

  • If your pet is experiencing a critical life-threatening emergency (such as difficulty giving birth for over an hour, major life-threatening trauma, collapse, heat stroke, seizures, recent toxin/foreign object ingestion, dog trying to vomit but not able, male cat that can’t urinate, difficulty breathing etc.) please let us know and our staff will arrange to have your pet brought in immediately for triage with a Registered Veterinary Technician.
  • If your pet is experiencing a non-life threatening emergency, we will contact you to bring your pet in for triage as soon as possible, please let us know if your pet’s status changes .
  • Staff will instruct you on the phone, walkie-talkie, or intercom on bringing your pet in the building.
  • After triage, depending on our wait times and your pets’ status as determined by the triage technician, we will either have you wait in the parking lot or, if space permits, have your pet stay with us offering you the opportunity to leave. 
  • If your pet stays with us, there will be no charges unless authorized by you, they will be offered food and water (if appropriate) and the chance to relieve themselves
  • When it is your pet’s turn, the Veterinarian will call you to discuss history, exam findings, and recommendations for testing or treatment and associated costs
  • If you are bringing a large breed dog in or a pet that may require assistance getting to our vestibule, please remember to bring someone who can assist you if possible
  • If you are bringing a pet for euthanasia, please call to discuss the process with staff.

Billing

  • Payments of bills and deposits can be done preferably over the phone by credit card or using the debit machine in the vestibule as we are not able to accept cash or cheque at this time
  • Payment in full is due at the time that services are done, we can’t extend credit but loans for care can be arranged by applying for credit at paybright.ca

Wait Times

Unfortunately due to a high volume of emergency cases and shortage of doctors and staff we are experiencing longer than normal wait times.  Our priority is seeing critically ill patients experiencing life-threatening emergencies immediately.  All other patients will be triaged by staff as quickly as possible and will be examined in order by a doctor as soon as possible.  We will let you know your place in line but please be aware that this can change if critical life-threatening emergencies come in or arise in hospital.  We prioritize case handling and surgeries depending on the resources and information that we have available.  If your regular veterinarian is open, you are welcome to call them or another veterinary hospital and see if they can fit you in sooner.

We welcome feedback on our care and these changes, however, abuse of Walker Road Animal Staff members will not be tolerated and may result in refusal of care.

Thank you for your patience and trust,

Staff and Management of Walker Road Animal Hospital

 

Pet Health Checker

Use Pet Health Checker to help you decide if your pet’s symptoms require immediate attention or if you should continue to monitor those symptoms at home.

Pet Health Checker

Curb Side Care

Our practice is moving to “curbside care” to limit physical contact and adhere to social distancing recommendations. These new procedures help to limit exposure, not only to pet owners, but also to our veterinary team. When you arrive, please remain in your vehicle and inform our hospital staff of your arrival by calling 519-972-9000.

Client Education

Worried about COVID-19 and your pets? Stay up to date on all current facts and figures about what this means for us and our furry family members.

Client Fact Sheet