Sarnia Animal Hospital Policies

Ontario law requires our veterinarians to have a veterinary-client-patient relationship before they can administer medication of any kind, including vaccines. A physical exam that has been performed within a year is the minimum we need, to establish and maintain that relationship at our hospital. If we have not seen your pet within a year, he/she will need an exam before any medication can be prescribed.

We strive to provide your pet with the best possible care, while being transparent regarding the associated costs involved. Sarnia Animal Hospital follows the Ontario Veterinary Medical Association Fee Guide. We can provide you with a verbal or electronic estimate prior to every procedure or examination and will make an effort to keep you informed of any changes to this. It is encouraged that clients discuss what their financial constraints might be so we can develop a treatment plan that meets the medical needs of your pet. Any uncertainty of costs, please feel free to ask.

Payment is due in full at the time of service. Unfortunately, we are not able to extend charge accounts to our clients. Acceptable payment methods include cash, debit, Visa, Mastercard and E-Transfer. No personal cheques will be accepted. In some instances, a deposit may be required for significant emergency surgical procedures or hospitalized patients.

For your protection and others, all dogs must be on a leash and properly controlled while in the waiting area or examination rooms. All cats must be presented in an appropriate cat carrier or on a leash. If your pet is coughing, sneezing, vomiting, or showing any signs of a possible infectious disease, please keep your pet in your vehicle. Call the clinic on arrival if your pet is possibly infectious and we will quickly escort you and your pet to an examination room to prevent contamination in waiting areas.

In order to provide a high standard of patient care, we operate on an appointment basis. Appointments with the veterinarian will be scheduled for different lengths of time depending on the patient’s needs. We ask owners to provide us with as much information as possible in order to schedule accordingly. Owners who arrive without a booked appointment may be able to be seen based on availability.

Appointments with Registered Veterinary Technicians and Veterinary Assistants may be scheduled for minor procedures such as nail trims, bloodwork, x-rays and injections as ordered by your pet’s Veterinarian, or weigh ins for seasonal prevention. Staff reserves the right to book appointments with the appropriate team member as dictated by the pet’s health condition and staff availability.

We ask that all clients, (new or established) provide us with a 24 hour notice when cancelling an appointment.

When your pet is hospitalized during office hours at Sarnia Animal Hospital, he/she is closely monitored by Registered Veterinary Technicians and Veterinarians to ensure comfort, health condition and absence of pain. Throughout the day, we will endeavor to keep you current on your pet’s condition. Clients are welcome to call for updates.

Like most veterinary hospitals, we do not schedule 24 hour staff. Any patients that are hospitalized overnight are kept safe and comfortable. If it is believed that a patient, due to the severity of their illness is at risk, we will communicate this to you and make necessary arrangements for 24 hour supervision by transferring to an available emergency clinic. 

If an after-hours emergency occurs, we advise you to call SmartVet or proceed to an available emergency clinic.

Pharmacy laws in Canada do not allow the re-dispensing of medications once the medication has been dispensed to a patient and exited the building. Returns on medications are not accepted because we are unable to ensure handling, care and efficacy.

Refunds may be issued for incorrect or damaged prescription products. Any incorrect or damaged prescription medication should be disposed of properly. Please contact the clinic with any questions on proper disposal.

If you are not completely satisfied with your purchase of a therapeutic or wellness diet due to palatability, please contact the clinic to arrange a return. 

A non-client purchasing a therapeutic diet will not be refunded.

Obtaining your pet’s medical records from your previous Veterinarian is essential for the continuity of patient care. Having any records from other veterinary clinics sent to us prior to your appointment will help us be as prepared as possible to meet your pet’s heathcare needs.

We collect and use your personal information to:

• verify identity
• comply with federal, provincial, local law and by-law requirements
• bill goods and services
• collect unpaid accounts
• send out health care reminders
• make referrals to veterinary specialists and/or laboratories
• verify information with grooming or boarding facilities
• complete pet insurance information requests and claim forms

Your personal information may be collected, used or disclosed for any of the purposes identified above. If your personal information is not required for any of these purposes, we will not use or disclose it without your prior consent.

By becoming a client of Sarnia Animal Hospital, you authorize Sarnia Animal Hospital to send correspondence to the address, email and number provided to us. We will obtain verbal and written consent before using a pet’s photo on social media.

Euthanasia is an important and necessary procedure meant for the purpose of preventing unnecessary suffering when animals are terminally ill or injured. As it is a medical procedure, it is ultimately performed at the discretion of the Veterinarian as circumstances warrant. Our clinic offers End of Life Consults to discuss whether or not euthanasia for your pet is appropriate.

Euthanasia is appropriate when:

• an animal is terminally ill and can no longer be satisfactorily palliated or managed.
• an animal is so severely injured or ill that its prognosis for recovery with reasonably and commonly available treatment is very poor, grave or hopeless.
• an animal has a condition that can no longer be managed by reasonable and commonly available treatment.
• an animal has a severe aggression problem, and an appropriate treatment attempt has been made unsuccessfully.

Euthanasia is not appropriate in some cases and will be left to the discretion of the treating Veterinarian. All clients who are inquiring about euthanasia of a pet we have not seen within a year or more will be booked a consultation with a veterinarian to determine if euthanasia is appropriate.

We have a zero tolerance policy on any verbal or physical abuse towards any staff, client or pet including but not limited to; yelling, inappropriate language or physical harm. You will be asked to leave the clinic and it may result in your dismissal from the practice.

We are committed to ensuring that our policies, practices, and procedures are consistent in providing customer service to everyone.