FAQ

Location and Contact

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

Temporary Hours during COVID19

Clinic Hours: Monday, Tuesday, Thursday & Friday9am-5pm
Wednesdays9am-5pm
WeekendsCLOSED until further notice

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.

COVID 19 Update/New Policies effective 5/21/20


As the Easthampton Veterinary Hospital continues to be dedicated to protecting the health of our clients, patients, team members, and their families, we want to thank you for doing your part to achieve this goal. Your support, patience and gratitude have been have been greatly appreciated.  As the state begins to re-open, we have made some changes to our policies.  Depending on any developments at each phase of the state re-opening, these policies may be change or altered but are as follows effective 5/21/20.

New Hospital Policies Effective 5/21/20:

Temporary Hours during COVID19

Clinic Hours: Monday, Tuesday, Thursday & Friday9am-5pm
Wednesdays9am-5pm
WeekendsCLOSED until further notice

1. Due to the overwhelming influx of calls/heavy use of phones during this time, we have a new menu option on our phone system. Options will be listed when you call but are the following:

  • If you have an emergency, press 1.
  • If you have arrived for your scheduled appointment, press 2.
  • If you need a food or med refill, press 3.
  • If you need to make an appointment or speak to a receptionist, press 4.
  • If you want to hear our hours, press 5.

2. We will continue to ask that clients remain in their cars for curbside check-in, bring a cell phone for communication and come wearing a face mask.

When you arrive for your appointment, please call the office at (413) 527-0127 and select option 2, to let them know you have arrived. One of our veterinary nurses will then call you to take a history. After one of our veterinary nurses has taken a history, they will come out to get your companion. At this time, we ask that you step out of your vehicle with your pet and hand them to our team. This is for our team members safety, they cannot climb into your vehicle. After the exam, a doctor will call you with her findings, recommendations and a treatment plan.  If a treatment plan is performed a doctor will call with the results and additional advise/recommendations. Later a team member will call you to get payment over the phone. At this time, we can only take payment by credit or debit card. 

Dogs must have on a collar or harness tight enough that it will not slide off. We will place a slip lead of our own on them for transport into the hospital. Cats must come in a secure carrier.

3. Wellness appointments: We are starting to schedule wellness appointments. Please have patience as we have a back log of wellness appointments. We are currently booking end of June into July right now. We are also excited to have an amazing new doctor joining our team in June to aid us in getting to everyone as quickly as we can.

4. Surgery appointments: We have started to schedule some more surgeries and are working to get additional PPE to allow for our routine surgeries such as spays and neuters. We will hopefully be contacting you in the coming weeks to start scheduling these surgeries.

5. For medication and food pick-up: We ask that you leave a message on the medication/food refill line, option 3 when you call. 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 and call us at (413) 527-0127. Select option 4 to speak to a receptionist. We will take payment over the phone. Please call when you are in the parking lot and then we will set your food/medication on the bench outside for you to pick up.

6. Sick clients/people under quarantine:   We continue to ask if there is a COVID-19 positive person in the house or any person in the house with symptoms, you will be responsible for finding someone outside the household to bring in your companion, to reschedule your appointment or for non-urgent matters to schedule a telemedicine visit. Unfortunately, we cannot take into consideration negative COVID19 test results given the high number of false negative results. You may bring your companion in if it has been over 3 weeks from onset of clinical signs/no fever for 3 days off medications or the quarantine period is over for you AND household members, whichever is longer. We have a very small hospital and have a bare minimum staff right now so we thank you for your understanding in our efforts to keep everyone safe.

7. Telemedicine appointments/Virtual visits: We now have the option to schedule a telemedicine appointment for some non-urgent matters. Our receptionists can help decide whether this option is right for you. 

We again want to thank you for your support and understanding during this time.



Sincerely, 


The Easthampton Animal Hospital Team