The following is a list of FAQs related to the mobile check-in process, some of which we have provided and others have been inspired by our customers' workflows. Please feel free to pick and choose the FAQs and/or customize them to work best for your workflow.
What happens if I opt out of receiving text messages?
A staff member will call you to communicate instead of sending text messages.
Can I make one reservation for multiple pets?
No. If more than one pets needs to be seen, please fill out the check-in form separately for each pet.
What if I decide I no longer want/need to have my pet seen?
Reply "9" to cancel your check-in spot or call the hospital and let us know so we can remove your pet from our waiting queue.
Do I need a smartphone to use this process?
Yes, you need a phone with internet capabilities. If you do not have one, call us when you schedule the appointment so we can make accommodations.
What happens if I come to the hospital without checking in first?
If you have not checked in online ahead of time, you can check in on arrival. We will have signs in the parking lot with instructions on how to check in. Depending on the condition of your pet, we will either have a technician triage them to see if they need to be seen right away or if they are stable we may ask you to return home to wait until it is your pet's turn to be seen.
I live an hour away, will I have enough time to arrive at the hospital once you have contacted me to be seen?
Yes! Once we send you a text to head into the hospital please text us your ETA so the team can prepare for your arrival. Don't forget to text ARRIVED once you're in the parking lot. Please be aware that changes may arise because critical patients do take priority.
How do I know if my pet’s condition is critical and needs to be brought in ASAP vs. stable and able to wait their turn?
We understand it can be confusing when your pet is sick if they need to be rushed into the hospital or not, so we always encourage you to call us at the hospital and we are always happy to answer your questions.
Do you take pets in the order they are checked in? Are you able to give an estimated wait time for my pet to be seen?
We try to take patients in the order they are checked in but they are also triaged by a three tier system, with priority 1 patients always seen first. Once you check your pet in we will triage them based on the symptoms you've provided and contact you with an estimated wait time. If you believe your pet is experiencing a life-threatening situation, please call us immediately.
- Priority 1: May survive if life-saving measures are applied. Examples: poisoning, collapse, bloat (GDV), actively seizures, allergic reactions, traffic accident, difficulty breathing, urinary tract blockage, and heat stroke.
- Priority 2: Likely to survive if care is given within hours. Examples: closed fractures, diarrhea, actively vomiting, bowel obstruction, and urinary tract infections.
- Priority 3: Non-life-threatening conditions. Examples: skin conditions, lameness, abscess, minor wounds, sore eyes/ears, and chronic diseases.
What happens in the event of a true medical emergency?
Please call ahead. Upon arrival, bring your pet to the front door immediately where a staff member will admit them. Complete the online check-in and registration process from your vehicle.
Myself or someone in my household is immune compromised and we are self-quarantining. Are you able to provide curbside service?
If possible, we ask if someone outside of the household is able to bring your pet in to be seen. If no one else is available to bring your pet in, we would proceed with curbside service and one of our technicians will wear appropriate PPE when accompanying your pet inside the hospital.
What if don't know my pet's exact birthday?
Just give us your best approximated guess.
What if I'm not sure of my pet's sex?
That's okay! It can be difficult to determine sometimes with babies, reptiles, birds, etc. Please fill this in with your best guess. We will confirm during the visit if possible.