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Hospital Policies

Notice to Our Valued Clients:

To align with the bylaws set by the College of Veterinary British Columbia (CVBC), Point Grey Veterinary Hospital and Fraserview Veterinary Hospital operate as two distinct entities. Being a client or having your pet seen at one location does not automatically translate to the other. Similarly, medications provided or treatments done at one hospital are exclusive to that location and are not automatically recognized at the other. We understand this might pose some inconvenience, and we sincerely apologize. However, it’s essential for us to adhere strictly to the CVBC regulations. We appreciate your understanding and continued trust in our care.

Our team at Point Grey Veterinary Hospital strives to provide quality, compassionate care for you and your pet through excellent client and patient care with full transparency. We appreciate you taking the time to review the below information.

Zero Tolerance Policy
At Point Grey Veterinary Hospital, our dedicated team works tirelessly to provide exceptional care for your cherished pets. We uphold empathy and compassion in all our interactions – be it with your pets, amongst our team, or with our clients. We urge everyone to communicate with mutual respect and understanding. To ensure the safety and well-being of both our team and our clients, we’ve implemented a zero-tolerance policy towards any form of disrespect or abuse. Please understand that any breach of this policy could result in the termination of our veterinary services. We are committed to creating a positive, respectful environment where our community and their pets can thrive.

Appointment Policy
Our standard appointments are 30-45 minutes long unless otherwise stated at the time of booking. Please allow for this amount of time in your schedule.

For the protection of your pet and other clients, all dogs must arrive with a leash and all cats must arrive in an appropriate carrier.

Late Arrival Policy
Arriving late for your appointment may cause us to run late for our other scheduled appointments which put extra stress on our team.

If you are more than 10 minutes late, it will result in your appointment being rescheduled. This will be considered a no-show.

Please contact the clinic as soon as you know you will be late for your appointment. Depending on the veterinarian’s schedule and how late your arrival will be, we may be able to accommodate.

Cancellations/Reschedule Policy
We understand that your personal schedule and your pet’s condition may change. Please contact the clinic as soon as you know if changes to the appointment need to be made.

Appointments require 24 hours’ notice if you need to cancel or reschedule. Less than 24 hours’ notice will be considered a no-show.

Surgeries require 48 hours’ notice if you need to cancel or reschedule. Less than 48 hours’ notice will result in the $200 deposit is non-refundable.

Ultrasounds require 48 hours notice if you need to cancel or reschedule. Less than 48 hours’ notice will result in the $100 deposit is non-refundable.

No show Policy
Clients will be considered a no-show when:

  • Arriving more than 10 minutes late after their scheduled appointment
  • Canceling or rescheduling their appointment after the above-listed notice periods
  • Do not show for their appointment

*New Client Appointments with Less than 24 hours’ notice will result in the $94.50 (tax incl) deposit being non-refundable*

Cancellation fee:

  • Doctor appointment: $50 + tax
  • Technician appointment: $25 + tax

We understand unforeseen circumstances occur. Please call and speak to us in these events and we will do our best to help!

Emergency Policy
As we primarily operate by appointments, we will take on emergency cases only if our schedule allows during our hours of operation. We do our best to accommodate same-day appointments through drop-offs. This means your pet may stay at the clinic for several hours and our veterinarians will examine them between their scheduled appointments. However, if we are fully booked and can not provide proper care for your pet, we may refer you to Vancouver Animal Emergency and Referral Center or Canada West Veterinary Specialists.

Payment Policy
We require full payment at the time that services are rendered.

Payment options include: Cash, Debit, Visa, Mastercard, American Express, or E-transfer via e-mail to reception@pointgreyvet.com.

We also accept payment plans through Scratchpay. Scratchpay provides fast pre-approved loans to those that need assistance.

Active Veterinary-Client-Patient-Relationship (VCPR)
The College of Veterinarians of British Columbia bylaw states that an active VCPR is required in order for a clinic to provide prescription medication, prescription food, and any recommendations for a pet. This may be in the form of annual health exams by one of our veterinarians to maintain this relationship.

Prescription Refill Request Policy
You may request a prescription through our app, website, email, text, or phone. Please have your previous prescription handy as we will verify the medication name, concentration, amount, and directions of use. While we do our best to refill medications as quickly as possible, we request 48 hours’ notice for prescription refills and 5 days’ notice for all compounded prescription requests. We require payment in full for special order medications and will text you when your medication is ready to be picked up. Medications not picked up within 2 weeks will be returned to stock and a restocking fee will apply.

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