FAQ

Location and Contact

410 Main Street
Easthampton, MA 01027
413-527-0127

Clinic Hours

Monday, Tuesday, Thursday & Friday 9am-6pm
Wednesdays 8am-6pm
Saturdays (by appointment only) 9am-2pm
Sunday CLOSED

Emergencies

While we will do our best to see you in case of an emergency, this isn’t always possible. Please call ahead to make sure we have a doctor available to see you.

After hours

In the event that we are closed, unable to see you in case of an emergency, please refer to one of the following :

New England Veterinary Center and Cancer Care
Windsor, CT 1 (860) 688-8400

Veterinary Emergency and Specialty Hospital
Deerfield, MA 1 (413) 665-4911

Boston Rd Animal Hospital
Springfield, MA

Regular Hospital Hours

By Appointment

Monday9am-6pm
Tuesday9am-7pm / Surgery drop off available at 8:30am
Wednesday8am-6pm
Thursday9am-7pm / Surgery drop off available at 8:30am
Friday9am-6pm

Walk-in Hours

Saturday / Sunday9am-12pm

Patients are seen by appointment Monday through Friday. While we do our best to accommodate same week wellness appointments, we may need to book your appointment a couple weeks out to accomodate same day sick appointments. This allows for pets that are acutely ill (ie. ear infections, vomiting, etc) to be seen in a timely manner by appointment.

If you walk-in without an appointment, we will do our best to schedule you in the next available appointment slot. To avoid having to return later, we ask that you call to schedule an appointment.

“Fit in” appointments are visits that may be offered at an additional charge once we exceed our actual appointment slots. These are not actual appointments. You will be seen in between scheduled appointments. Wait times are not guaranteed.

While we do our best to see all sick patients, we are a small practice and only have so many appointments. If we are unable to see you but are concerned enough that your pet cannot wait until our next scheduled appointment, we may ask that you go to a 24 hour emergency hospital.

Wait times: We will do our best to limit wait times to 15 minutes. However, if we encounter unexpected emergencies, wait times may be longer. We thank you in advance for your patience during these times.

Late: Please call the office if you think you will be late. If you will be greater than 10 minutes late, you may be asked to reschedule or to be seen as a fit-in so that our other patients can also be seen in a timely manner.

No urgent care/walk-in hours until further notice due to COVID19.  

Patients are seen as walk-in appointments on Saturday and Sunday 9am-12pm. We do our best to see everyone in the order they arrive but there may be times when a patient is critical and needs to be triaged/examined before others. We appreciate your understanding when this happens.

Current client/patients (clients seen within the last 2 years for a wellness appointment) are welcome to come in during these hours for wellness or sick visits at our normal exam price.

Non-client patients are welcome to come in during these hours at an additional cost. If you plan to become a client (wellness visit within 1 mo required/vaccine history sent over), any additional visits will be charged at our current client exam price.  If you will only be using the hospital for urgent care when your regular vet is closed, all additional exams will be charged at non-client prices during walk-in hours.

Sick visits: All sick patients are seen on an outpatient basis. We are not a 24 hour emergency/critical care facility so depending on how ill your pet is, you may be asked to take your pet to an ER/Critical facility if your companions needs to be hospitalized. We may not be staffed on the weekends to allow for anesthetic procedures as there is only one doctor seeing patients. If your pet requires anesthesia/sedation for something (ie. quills, laceration), you may be asked to to go to an emergency hospital.

Wait times during walk-in hours varies from day to day so wait time is not guaranteed. You are welcome to wait outside or in your car as long as you let the front desk know where you will be. If you elect to leave and can’t be found when you are called, you will be moved to the end of the queue to minimize wait time for all.

As a courtesy, we aim to give reminder calls 24-72 hours prior to your scheduled appointment. There are occasions where time does not allow for reminder calls. If you are schedule for surgery, you should receive a phone call 24-48 hours prior to your appointment with detailed instructions.

In the event that you need to cancel an appointment, we request that you provide at least 6 business hours notification so that we may offer that appointment slot to a sick pet that may need it.   Patients who miss two or more appointments during a 12 month period, may be asked to pre-pay a non-fundable fee for their next appointment. In the event that a multi-pet visit is not cancelled in a timely manner, we reserve the right to no longer allow multiple pet visits.

Prescription refills require a 24 hours notice Monday through Thursday and 48 hour notice Friday through Sunday. We are happy to provide a written prescription at your request. As a courtesy, we allow online pharmacy requests but have had issues with prescriptions being counterfeit or not filled in a timely manner. We reserve the right to have you pick up a written prescription if you choose not fill your medication through us or a local pharmacy.

We may ask you to update your contact information each time you come in by reviewing your intake form. If your contact info changes, please let us know right away so that we may contact you with any test results. We will only communicate with pet owner’s listed on the pet’s medical record unless it is indicated on the intake form.

We will email/fax medical records to another facility at no charge per your request as marked off on your intake form.

Our social media pages are meant to be informative, fun and entertain. We encourage you to engage with posts but to avoid confrontation with others whom you may disagree. Please do not ask specific medical questions about your pet on social media pages. We recommend calling the office to address such matters.

We believe that working together is an integral part of your pet’s health. We encourage you to take an active role in your pet’s health and ask any questions that you may have. We require mutual respect and kindness with each other in every interaction. We have no tolerance for abuse, verbal or physical. In the event that you are unhappy with any aspect of your visit, we want to know want to know about it so that we address your concerns.

We reserve the right to terminate the client patient relationship with any client who is verbally or physically abusive with staff or doctor, who leaves untrue bad reviews/remarks on social media, or who repeatedly fails to follow medical recommendations.

We will make our best effort to safely handle aggressive and fearful animals. For everyone’s safety, your pet may require a muzzle. If you think or know that your pet requires a muzzle, we request that you train your dog to a muzzle so that that is not a stressful part of the visit. Feel free to ask the technicians how to train your dog to a muzzle. In order to allow for low stress handling, we may ask that you follow a medication protocol called the CHILL protocol on your pet or we may use an injectable sedative. In the event that you do not want to comply with our safety measures, we may ask that you seek care elsewhere that better suits your needs.

Payment is due at the time of service.  We except cash, Care credit and all major debit/credit cards. We regret that we will no longer be accepting checks.  If you have any financial concerns, please do not hesitate to mention it when you come in. We are happy to provide you with a detailed estimate for any services before they are rendered.  We are also happy work with you to provide the best care available within your means.

Updated COVID 19 Policies
October 16, 2020

We are excited to announce that we will be expanding our hours starting November 7, 2020.  Due to the pandemic and social distancing guidelines, we are no longer able to accommodate any walk-in appointments.   Additionally, our small hospital requires us to remain curbside for the foreseeable future.  Thank you for your continued patience and understanding while we endeavor to keep our staff and clients safe.  

New hours effective 11/7/2020

Clinic Hours

Monday, Tuesday, Thursday & Friday 9am-6pm
Wednesdays 8am-6pm
Saturdays (by appointment only) 9am-2pm
Sunday CLOSED

Phone Menu: Due to the overwhelming influx of calls, we have added a new menu option to our phone system. Please listen carefully to our new options and select accordingly.

Examination Protocol: When you arrive for your appt, please call the office at (413) 527-0127 and select option 2, this will let the team know you have arrived. A cell phone is required for communication. After you check-in a technician will call you to discuss your companion’s history and concerns. At this time, the technician will tell you what door to escort your companion too. These doors lead directly into an examination room. Door 1 is near the front entrance to the hospital. Door 2 is around the back of the hospital. You must be wearing a face covering. Dogs must have on a collar or harness tight enough that it will not slide off. Cats must come in a secure carrier. You are required to remain on the premises during your appointment. After the examination is performed, a doctor will call you with their exam findings, recommendations and a treatment plan. Once the appointment is complete a team member will call you to get payment over the phone. During this pandemic we prefer payment by credit or debit card. Checks are not accepted.

Wellness Appointments: These are booking many weeks in advance, please plan accordingly.

Sick Appointments: While we do our best to accommodate sick appointments for our active clients, please understand that there is a limit. There may be times when it is a few days before we can schedule an appointment. If we think your companion cannot wait to be seen and cannot accommodate a same day/fit in appointment, we may recommend you take your companion to the ER.

Surgery Appointments: We are scheduling surgery appointments but have a large backlog of requests for dental procedures. Please be patient as our surgery technicians are working hard to get things scheduled.

Medication and Food Pick-Up: We ask that you leave a message on the medication/food refill line, or option 3 when you call. To expedite your refill, please leave a detailed message including your pet’s first and last name, the medication including the strength, how often you are giving it, the quantity you are requesting and an estimation of how many days’ supply you have left. If you do not hear from us, your medication will be available in 24 hours for pick up. Please call once you arrive in the parking lot at (413) 527-0127 and select option 4, to speak with a receptionist. We will take payment over the phone and then we will set your food/medication on the bench outside for you to pick up. If you have paid in advance, please call when you arrive in the parking lot and we will set your medication/food on the bench for you to pick-up.

Sick Clients or People Under Quarantine: If there is a COVID 19 positive person or a person with symptoms in your household, you will be responsible for finding someone outside the household to bring in your companion. You may also call to reschedule your appointment or for non-urgent matters schedule a telemedicine visit. Unfortunately, we cannot take into consideration negative COVID 19 test results given the high number of false negative results. You may bring your companion in for an appointment: 1. If it has been over 3 weeks from the onset of clinical signs and you have had no fever for 3 days, while off medications. 2. Or if the quarantine period is over for you AND your household members, whichever is longer.

We again want to thank you for patience and support during this unprecedented time.

Sincerely,