Our Missed Appointment Policy:
House Paws Missed Appointment Policy Effective May 27th, 2022
A veterinary/client relationship is built on mutual trust and respect. As we experience high volume and continue to grow, House Paws’ goal is to provide quality, individualized medical care in a timely manner. As such, we strive to be on time for your scheduled appointments and ask that you give us the courtesy of a call when you cannot keep your appointment. As a courtesy to you, we provide reminders via email, PetDesk, or a phone call before your appointment. However, you are responsible for remembering your appointment regardless.
Recently, we have experienced an increase in pet owners missing scheduled confirmed appointments. We attempt to manage our appointments in a way that allows us to see patients for routine care as well as unexpected injury or illness.
A missed appointment is when you fail to show up for an appointment without a phone call or cancel without at least 24-hour notice.
Missed appointments deprive other pet owners of the opportunity to get routine or urgent care for their pets. It is difficult for us to rebook or determine how many additional urgent care appointments we can see in a day when we have an unpredictable number of missed appointments.
We continue to welcome new clients, but we will require a deposit to secure an appointment for each pet equal to the exam charge. The deposit will be credited toward the appointment or kept as a fee if the appointment is missed.
If current clients have a record of missed appointments, they will be asked for a deposit equal to an exam charge. The fee will be non-refundable if their scheduled and confirmed appointment is missed. We understand that sometimes life happens. Deposits will be refunded if a cancellation notice is received a minimum of 24 hours before the appointment.
If you have a missed surgery appointment, you will be charged (25% of the deposit instead of a set fee). We allocate a fixed number of time slots depending on the type of surgeries that are scheduled and are unable to rebook after a missed appointment due to the prerequisites for surgery.
We hope this allows us to serve you and your pets better.
How to Cancel Your Appointment: To cancel your appointment, you may do so on our Petdesk app, or call/email the hospital where your appointment is scheduled. If you do not reach the receptionist upon calling, please leave a detailed message on our voice mail. You can reschedule your appointment through our PetDesk app, or by emailing/calling the hospital directly.
Our Updated COVID-19 Policy:
Hybrid Service Announcement– Phase 1 – Starting July 6th!!
We are excited to announce the re-opening of our doors to our clients at all House Paws locations!
We do have a few guidelines and appreciate in advance your kindness, understanding, and cooperation with us, while we navigate through once again learning a new way of operating in order to continue to keep you, your pets, and our team safe.
Call when you arrive and we will get you checked in over the phone. Please stay in your car until we have a room available – we will come out and get you when it’s ready.
Masks must be worn over your nose and your mouth for the entire visit. No exceptions at this time, even if you are fully vaccinated.
1 person is allowed inside with your pet – if you have children with you we will do a curbside appointment and come out to get your pet as we have been doing this past year. We will allow up to 2 people in the room for end-of-life services.
All Technician appointments, surgery, drop-offs, and medication/retail pick up will continue to remain curbside. Please call when you arrive. A technician will come out and get your pet if you have an appointment, and if you are picking up medication/retail items they will bring these out to you.
If you prefer only curbside for your appointment please let us know when scheduling and we will accommodate.
Thank you again for your patience, we are so excited to see you all again!