North Windham Veterinary Hospital

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207-892-8553

Policies

Appointment Policies

Our goal is to provide quality individualized veterinary care in a timely manner. No-shows, late shows and cancellations inconvenience those individuals who need access to veterinary care. We would like to remind you of our policies regarding appointments. These policies enable us to better utilize available appointments for our patients in need of medical care.

New Client Appointment Policy

All new clients are required to prepay for the pet’s exam, currently $66, in order to schedule an appointment. This deposit will go towards the final balance at the time of the appointment.

If you need to cancel your appointment, your deposit will be refunded to your credit card as long as a minimum of 24 hours’ notice is given. If 24 hours’ notice is not provided or you no-show for the appointment, the deposit is nonrefundable.

If you are more than 10 minutes late for your scheduled appointment, you will be asked to reschedule your appointment. Your deposit will not be refunded and a second deposit will need to paid to schedule a new appointment.

If you need to reschedule, we ask that you provide 24 hours’ notice, your deposit will carry over to the newly scheduled appointment. If you provide less than 24 hours’ notice and want to reschedule, your deposit will not be refunded and a second deposit will need to paid to schedule a new appointment.

Existing Client Appointment Policy

Established clients are asked to reschedule or cancel an appointment with a minimum of 24 hours’ notice. If proper notice is NOT provided, the appointment will be considered a “FAILED APPOINTMENT”.

Appointments that are missed without notification from the client will be considered a “FAILED APPOINTMENT”.

If you arrive more than 10 minutes late for your scheduled appointment, you will be asked to reschedule your appointment and will be considered a “FAILED APPOINTMENT”.

3 FAILED APPOINTMENTS will result in requiring an exam deposit to be paid at the time of scheduling future appointments. This deposit will go towards the final balance at the time of the appointment. The exam deposit is nonrefundable for failed appointments.

Emergency/Walk-in Appointments

To allow ample time for all patients and scheduled surgical procedures, we see our clients and patients by appointment. Walk-ins of all kinds will incur an emergency fee. We encourage calling ahead as we are not always able to accept walkins.

Payment Policy

We require full payment at the time services are rendered.

For your convenience, we accept Visa, MasterCard, Discover, American Express, Care Credit and cash.

Deposits are required for most hospital admissions and some surgical procedures. We will provide an itemized estimate for proposed procedures and surgeries.

Pet Insurance

We are happy to work with you regarding pet insurance. We do not, however, file the insurance claims. We can provide a copy of your pet’s medical records, but it is the client’s responsibility to submit forms and records.

Prescription Policy

Please allow a minimum of 24 hours (48 hours for controlled substances) for all refill requests. This allows the doctor time to review your pet’s medical record, make sure no changes are needed to the prescription, and approve the refill. In addition, it also gives our staff time to fill the prescription.

It is best to call 7 days in advance of your pet’s medication running out for a prescription refill. Some prescriptions are special order medications that require additional time for delivery.

For the safety of your pet, certain medications require blood testing and exams at specific intervals in order for your pet to continue the medication.

To comply with federal law and best practice ethics, dispensing or prescribing a prescription product requires a Veterinarian-Client-Patient Relationship. This means that veterinarians are required to examine your pet and understand your pet’s health care needs at least once a year, as well as have a relationship with you, before medication can be prescribed.

Any prescription medication that has left the building, regardless of whether or not it has been opened, CANNOT BE RETURNED. As all of our medications are regulated by the Federal Drug Administration (FDA), we are subject to the same dispensing laws as human pharmacies.

Current COVID Policy

The following protocols are currently in place for scheduled appointments: One adult owner may accompany the pet into the appointment, provided they are wearing a face mask. Our doors are locked. Please contact the office upon your arrival and a technician will come to your vehicle to escort you and your pet(s) into the building. We are also offering curb-side service, which allows the owner to wait in the vehicle and speak to the doctor via phone. You are welcome to do whichever option is most comfortable for you.

We are curb-side for all product pick up. Please remain in your vehicle and call our office. We will be happy to take payment over the phone and bring the product out to your vehicle.

Special accommodations are being made for End-of-Life (Euthanasia) appointments. Two people may accompany the pet into the building, provided they are each wearing a face mask. Further instructions will be reviewed at the time of scheduling. Please contact the office upon your arrival and a technician will come to your vehicle to escort you and your pet into the building.