Policies & Payments
Payment is due at the time services are rendered. We accept a variety of payment options, including cash, check, Visa, Mastercard, Discover, and American Express.
At Vista Pet Hospital, we are committed to providing the best possible care while supporting our team in a safe and engaging environment. We believe that the best veterinary-client-relationships are based on trust, open communication, and mutual respect.
What you can expect from our team:
- To be treated with professionalism, kindness, honesty, respect, and inclusivity
- Our priorities will be focused on your pet’s health needs, your needs, and safety.
- We will abide by state and federal laws, requirements, and best practices regarding veterinary care including maintaining a valid veterinary-client-patient-relationship
- (VCPR), which does require an exam at least once yearly to continue filling medications.
- We will provide knowledgeable, informed veterinary care for your pet
- We will provide you with medical information to help you make informed choices for your pet
- We will provide the ability to request a written prescription or a copy of your pet’s medical records
- Your positive or constructive feedback is welcome here
- To receive notice from us, along with contact information for other specialty veterinarians, and transfer of your pet’s records if we are no longer able to provide care for your pet for any reason
Client Expectations:
- To treat everyone on our team with professionalism, kindness, honesty, respect, and inclusivity
- We have a Zero Tolerance Policy and will not tolerate abusive behavior, including but not limited to: angry outbursts, yelling, name-calling, swearing, violence, threats, bullying, degradation, demands, entitlement, and shaming
- Your respect for our schedule and time
- Your respect of our policies, knowledge, and expertise
- Your responsibility, accountability, and medical compliance with our treatment plan to the best of your abilities
- That you will be open and honest with our team, including sharing any questions, challenges, or concerns regarding your pet’s care or our conversations
- That you provide us with constructive feedback through open, respectful communication
Our mutual code of respect and our policies encompass how we choose to practice and what we want to be surrounded by. If this is not what works for you and what you choose to be surrounded by, we are happy to facilitate a transfer of your pet’s care to a clinic that better fits your ideals.
Appointment Policies
Vista Pet Hospital understands that sometimes you need to cancel or reschedule your appointment. However, when you do not call in advance to cancel your appointment, you may be preventing another pet from getting much needed treatment.
A veterinary/client relationship is built on mutual trust and respect. As such, we strive to be on time for your scheduled appointments and ask that you give us a call when you are unable to keep your appointment. As a courtesy, we provide reminder texts, emails, and/or a confirmation call prior to your appointment.
Late Arrival Policy: We make every effort to be on time for all our appointments. Unfortunately, when even one patient arrives late, it can throw off the entire schedule for that day. In addition, rushing or “squeezing in” an appointment shortchanges the patients and contributes to decreased quality of care.
Therefore, a client who arrives 10 or more minutes late to their scheduled appointment may need to be rescheduled.
We appreciate your understanding and apologize for any inconvenience this might cause.
Cancellation of an Appointment: In order to be respectful of the medical needs of other patients, please be courteous and call our office promptly if you are unable to show up for an appointment. If it is necessary to cancel your scheduled appointment, we ask that you call at least 24 hours in advance. If it is after hours, please leave us a message to notify us of your cancellation.
Appointment No-Show Policy: A “no show” is a client who misses an appointment without canceling it. A failure to be present at the time of a scheduled appointment will be recorded in the patient’s chart as a “no show”.
A "no show" will result in a non-refundable “No show” fee of $50. Clients that accrue 3 "no shows" will be discharged from the practice.
We appreciate your patience, understanding, and support as we want to do all we can to serve your needs.
