Hospital Policies

Appointments

We are an appointment based clinic; appointments are required for all doctor examinations. We reserve approximately 30 minutes for you and your pet. If you arrive more than 15 minutes late, we may ask that you reschedule your appointment.  Occasional delays may occur, but we strive to keep our schedule on-time. We apologize in advance for any inconvenience this may cause to you. Under certain circumstances, we can also offer the option of converting your appointment to a drop-off appointment (per the veterinarian’s discretion). 


Cancellations

We understand that unplanned circumstances may arise in which you must cancel or reschedule your appointment. In such situations, we respectfully request you please provide at least 24 hour notice for routine appointments and 48 hour notice for procedure appointments. This enables us to offer your appointment slot to another animal in need of medical treatment. If you cancel with short notice, you will be charged a cancellation fee.

Further reschedules/cancellations with less than 24/48 hour notice will be subject to a deposit in order to schedule your next visit. The deposit will act as credit towards your visit. If you then cancel/reschedule the deposited visit in less than the requested cancellation window, we will keep your deposit as payment for the short-notice cancellation.


Hospitalization

We are a daytime outpatient veterinary practice. Patients that require intensive care will be referred to a 24 hour care facility.


Prescription Refills

All dispensed prescriptions and other medically-related products are non-refundable nor eligible for exchange. Please allow 2-7 business days for your prescription to be processed in our pharmacy department. Every prescription requires an overview of your pet's recent medical history and a doctor's authorization. Expedited prescription requests are subject to an additional fee. A pharmacy team member will call or text you when the prescription is ready for pick up.  

If you prefer to have your medication conveniently shipped to you, you can place your order through our partnered online pharmacy! Please note this order is filled by Covetrus and is not shipped from our facility. We can also provide you a written prescription which will allow your prescription to be filled by a pharmacy of your choice. 


Veterinary-Client-Patient Relationship

California stated law requires a current active veterinary-client-patient relationship in order to prescribe any medications. The law states that a veterinarian shall not prescribe a drug for a duration longer than one year from the date the veterinarian examined the animal(s) and prescribed the drug. Blue Cross Pet Hospital will not provide prescription refills, prescription diets, flea/heartworm preventative products to any pets without an exam within the past year.

Appropriate behavior on the phone and in person when interacting with the medical team, veterinary receptionists, and other clients is required. 

Payment

Full payment is expected at the time services are rendered. Procedures require a deposit of the lower end of the estimate at the time of drop-off. We do not bill for services nor do we offer payment plans. At this time we do not offer Apple Pay, but we do accept debit cards, credit cards (Visa, Mastercard, Discover, American Express), Care Credit, check and cash.