We could tell you that we've been around for a very long time. That many pet owners have been coming to us for decades. That we come highly recommended by word of mouth (and wag of tail). That you'll find wonderful reviews online recommending our care. And that we have a reputation for practicing a high standard of veterinary medicine. But at the end of the day, choosing a veterinary health care team that's the right fit is very personal. Our best advice? Do a little homework. Ask around. Drop in and check us out in person. Meet our team. Ask questions. Then judge for yourself. If we feel like a good fit, give us a try and know that we'll be delighted to look after you and your pet in whatever way we can.
In the meantime, some of the things you can expect from our team:
Client-Centered Care
We're often asked by pet owners, “What would you do if this were your pet?” It's a question that goes to the heart of our guiding principles – putting ourselves in your shoes. How would we want to be treated? What would we want for our own pets? What would we choose when presented with various diagnostic and treatment options? What kind of follow up would we appreciate having?
We see a veterinary-client-patient relationship as a partnership. And a healthy partnership relies on a commitment to a common goal (keeping your pet healthy and happy for as long as we can), effective communication (maintaining an open, honest, & helpful dialogue), empathy (because you and your pet deserve our best bedside manner) – and trust. Actions speak louder than words where trust is concerned, and to see us in action is to understand why so many pet owners have stuck with us over the years.
Quality Care
We've had high standards for our practice from the beginning. But in the year 2000, we chose to step things up by getting accreditation with the American Animal Hospital Association (AAHA) – the standard-bearer for best practices in veterinary medicine in North America. Every few years we undergo an AAHA inspection to make sure we're holding up our end to maintain our standing in the top 15% of leading North American veterinary health care providers. We've also attained certification as a Feline Friendly practice and made great strides in improving a patient's experience at our hospital.
We're all smiles every time we pass inspection on AAHA's 900+ standards of veterinary excellence.
Things are changing so fast in veterinary medicine. Our understanding of disease processes and animal behaviour has expanded by leaps and bounds, and new technologies and therapies are being developed at an incredible rate. Keeping pace with new developments in this field is a challenge made easier by a veterinary medical team large enough to share the work of staying current and a management team that encourages us all to push the envelope of “best practices.”
Continuity of Care
You'll have a number of veterinarians available to you at our practice. All great people. All are very dedicated and good at what they do. They're seasoned team players who work largely from the same playbook, following established protocols for veterinary medical care. When there's a call for a change in play, they discuss and document it so that everyone's on the same page. You can be confident that your pet will be receiving the same standard of care regardless of who's on staff when you need to come in.
That said, we encourage you to choose one doctor to be your pet's primary caregiver – your go-to guy or gal that you see for annual exams and for whatever issues come up when that person is available. In the event your go-to isn't available for whatever reason, we also encourage you to pick a favourite backup as well.
Rest assured that whoever you see at any given visit, we all feel a sense of ownership and responsibility for every patient in our hospital's care. That includes:
- our veterinary care coordinators who coordinate patient care between pet owners and our medical team and other departments
- the veterinary technicians who function as a doctor's right hand, providing nursing care and carrying out a variety of laboratory tests
- the animal care attendants who feed, water, walk, and clean up after hospitalized pets and boarders and lend a hand for certain medical procedures
- the professional groomers who get pets looking picture perfect with nail trims and a shampoo, cut and blow dry done to their owners' specifications (or to our veterinarians' specifications if a pet is in for a medicated bath for a skin issue)
- the management team that supports our efforts and involves all of us in decisions about how this hospital runs
We're all in each other's business – in a good way. And we rely on everyone on our team to be our eyes and ears so that we're not missing a beat when a patient is in our care. Our goal is to make sure that the care we provide is seamless. We do that by following protocols. By meeting regularly to discuss what's working and what isn't and what's new and worth adopting into our practices. We do it by conducting daily rounds to ensure that everyone (doctors, technicians, veterinary care coordinators, management, and animal care attendants) is up to speed on patients in our care. And by using all of the technology at our disposal to ensure that our records are complete and easy to follow (whether by us or another practice) and that appropriate appointments are booked for routine annual exams and vaccinations and for any necessary rechecks and follow-up therapies and testing. We also do it by following up with clients who we've referred to a specialist and by sharing our records with your “cottage vet” without hassle or cost to you.
Ready Access to a Second (or Third or Fourth) Opinion
Our veterinarians have a collegial, collaborative relationship, and they love nothing more than to talk medicine and share their experiences and insights and help and learn from each other. They appreciate that no single veterinarian has all the answers all the time. Even specialists consult with other specialists from time to time. A fresh set of eyes and a second pair of hands is especially helpful when patients don't follow the book or have more than one thing going on. Our ability (not to mention willingness) to draw on the expertise of a number of in-house veterinarians has served our patients well. We also have a longstanding and very positive relationship with a host of specialists to whom we can refer you when we've reached the limit of what we can offer.
Open 7 Days a Week
Having a large veterinary medical team allows us to be open daily without burning out and compromising patient care.
Monday to Friday: 7 a.m. to 9 p.m.
Saturday: 8 a.m. to 5 p.m.
Saturday: 12 p.m. to 5 p.m.
Comprehensive Services
While we can't be all things to all people, we think we come pretty close to offering almost everything a pet might need under one roof: wide-ranging medical care (including telemedicine), professional grooming for pets in need of a spa day, and a variety of online services to allow you to book appointments and order food and medications from our webstore at your convenience.
Staying Connected
Once you're part of our family, we like to stay connected. And we're happy to do so in whatever ways suit you, whether it's by phone or through social media, e-mail, text message, or good old-fashioned snail mail.