Hospital Policies

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Appointment Confirmation, Delayed Appointment, and Cancellation Policies

At Avenue Animal Hospital, we are dedicated to providing exceptional care for your beloved pets. To enhance our service quality and maintain a streamlined schedule allowing for prompt medical attention to our patients, we have implemented the following policies effective January 1, 2024.

Confirmation Process

  1. Initial Confirmation: Upon scheduling an appointment with Avenue, you should receive a text and/or email confirming the time and date of your pet(s) appointment. This is to allow you to add it to your calendar, if not already done so.
  2. Reminder Notifications
    • 4 Days Prior: You will receive an email 4 days prior to the schedule appointment to confirm
    • 2 Days Prior: If the appointment is not confirmed via email, you will receive a text/phone call 2 days prior to the scheduled appointment.
  3. Final Reminder
    • If the appointment remains unconfirmed, we will send one last reminder, via text, the business morning before your appointment date. If the appointment remains unconfirmed or is not cancelled prior to 3 pm the day prior to the scheduled appointment, the appointment will then be cancelled, and the allotted time will be offered and given to the next patient on our waiting list.
    • For Monday appointments, if the appointment remains unconfirmed or is not cancelled prior to 12 pm on the Saturday prior, the appointment will then be cancelled, and the allotted time will be offered and given to the next patient on our waiting list.
  4. Cancellation Details
    • You will receive a text informing you that your appointment has been cancelled and needs to be rescheduled for a different time.
    • At the point of scheduling the next appointment, we will require a processed deposit of $83.50 (Exam and OSHA fee) that will be placed on your account as a credit. If rescheduling a surgical appointment, the processed deposit will be $150.00. This deposit/credit will go towards the cost of services and/or medications for that rescheduled upcoming visit. If a client incurs 2 cancelled appointments, due to being unconfirmed, the deposit will then be forfeited and no longer be a credit on the account.

No Call/No Show Process

If you have a confirmed appointment and then no call and no show for that said appointment, your account will automatically incur a $83.50 required payment to be able to schedule the next appointment with Avenue. If this is a surgical appointment, then your account will incur a $150.00 required payment. This is not a deposit/credit on the account; this is a payment on the account for the missed appointment that was scheduled.

All of the above topics are Client account related and not patient-specific

We appreciate your understanding and cooperation in adhering to these policies. These measures are in place to streamline our scheduling process, maximize our availability, and ensure that every pet receives the care they deserve.

Your proactive involvement is instrumental in helping us serve you and your furry companions more effectively. If you have any queries or require assistance, please do not hesitate to contact us. Thank you for entrusting Avenue Animal Hospital with the care of your pets!