Frequently Asked Questions
HOW LONG WILL MY APPOINTMENT TAKE?
Please understand there are many factors that can cause us to fall behind our preferred schedule such as those noted below. We are extremely conscious of your time, and we ask that you communicate with us if you have time constraints or are uncomfortable with your wait time.
Like any medical facility, we do get cases that are more complicated and require longer assessment. Additionally, we have the unique challenge that not all of our patients are willing participants in their care. It helps a great deal if our clients arrive on-time. Our schedule structure allows for the following visit times:
Technician appointment: for most technician services, the time is 30 minutes or less.
Exams for a well pet that needs no technician services or medications: an hour or less
Exams for an ill pet or a well pet that needs technician services and/or medications: Anywhere from an hour to three hours, or a very ill pet may need to be admitted for the day.
X-rays: 1 hour or more depending on our daily caseload.
Surgery Drop- Off and Pick- Up: Usually 15 minutes or less
Related question: can't you speed it up?
We understand the pressures on your time, and we appreciate that you spend some of it improving the quality of life for your pet. We practice the highest standards of care with respect and gentleness, and that is not always a fast process. But we do have a few options:
Admit your pet for part of the day:
If you prefer to leave your pet in our care while we perform treatments, let us know! We hate making you wait and we certainly don't want you to be uncomfortable when you have other things to do. Your pet will be in good hands.
Set up Auto-Pay with client services:
If we have a current credit card on file, we can charge it as soon as your services are complete and you won't have to wait for us to "check you out".
Arrive on time
If you arrive late but the client ahead of you is early, the doctor will most certainly see the patient that is available and you will be asked to wait.
Remember to leave extra time to get your pet in the car, for LA traffic, and finding a parking spot.
WHAT IS YOUR CANCELLATION POLICY?
When you book your appointment, you are holding a space on our calendar that is no longer available to our other clients. In order to be respectful of your fellow clients, please call our office as soon as you know you will not be able to make your appointment.
If cancellation is necessary, we require that you call at least 24 hours in advance. Appointments are in high demand, and your advanced notice will allow another patient access to that appointment time.
How to Cancel Your Appointment
If you need to cancel your appointment, please call us at 818-848-5007. If necessary, you may leave a detailed voicemail message. We will return your call as soon as possible. If you have booked your appointment online, you can cancel or reschedule until 24 hours prior to your appointment.
Late Cancellations/No-Shows
A cancellation is considered late when the appointment is cancelled less than 24 hours before the appointed time. A no-show is when a patient misses an appointment without cancelling. In either case, we charge a $100.00 missed appointment fee.
WHAT GROOMERS, TRAINERS , BOARDING FACILITIES AND IN-HOME END OF LIFE CARE SERVICES DO YOU RECOMMEND?
WHAT SHOULD I BRING TO MY FIRST APPOINTMENT?
Please bring a stool sample* for parasite screening, any vaccination records or medical history if you have not already submitted this to us, and a list of medications and supplements your pet is taking.
Make sure to complete the new patient/new client form before your arrival.
*please collect a thumb-sized (or three-marbles' sized) stool sample and bring it in to us in a labeled container. The sample should be no more than 3 hours old or else kept refrigerated for less than 12 hours.
ARE THERE MONTHLY PAYMENT OPTIONS FOR MY BILLS?
Yes. We do not provide credit ourselves (we accept the full amount at the time of service), but many clients use either Care Credit or Scratch Pay to break up the amount of a vet bill into monthly payments. For more information on their programs:
