New Clients

What New Clients Can Expect

As a new client of our practice, you can expect our full attention to your pet’s needs. Our service will be provided with courtesy and respect.

When you arrive for your appointment, you will be greeted warmly, and we will usher you into an examination room as soon as we have one available. Water and coffee are available in our reception area and you may browse our retail area while you wait. Our goal is to see all of our clients and patients on time, and although we have contingencies for emergencies, there will be times where the unexpected will create delays. We will ensure that these are minimized as much as possible.

You will normally see a Veterinary Office Assistant first, who will take a history and gather some data for the doctor. A veterinarian will see you next, examine your pet, answer your questions, and plan further diagnostics or treatment as necessary. You will normally see the RVT again to wrap things up, and they will provide you with further educational information and answer routine wellness and care questions for you. A Registered Veterinary Technician will visit you to provide further educational information and answer any routine wellness and care questions you may have. Our client care specialists will assist with billing and schedule any necessary follow-up appointments.

We are excited to meet you and your animal family members!

COVID-19: Additional measures we are taking

Dear Clients,

Due to the close contact that our work requires, we have taken additional measures to protect you and our team while providing care for your furry family members.

Unfortunately, due to the ongoing health crisis, we have suspended our pet boarding services until further notice, and we are not accepting new patients at this time due to higher than normal case-loads. Thank you for your understanding.

Note: If you are experiencing respiratory symptoms, please let us know when you book your pet’s appointment. As the potential to spread to pets is still relatively unknown, it is possible that your pet could create a risk to other people who may be handling him or her. Whenever possible, please send someone who is not experiencing respiratory symptoms to the appointment with your pet.

The following changes are effective as of Tuesday, March 17, 2020:

1. We are currently operating a “closed waiting room” policy to protect our clients and staff. When you arrive, please remain in your vehicle and use your cell phone to call us at 604-526-0334. We will bring your pet into the clinic for an examination with the veterinarian. We will then call you on your cell phone to discuss the issues with your pet, and you will have a telemedicine consult with the veterinarian to discuss further diagnostics required or a treatment plan for your pet. Following the end of the appointment, we will return your pet to your vehicle. If you do not have a cell phone, please knock on our door to let us know you have arrived and then return to your vehicle.

2. We are continuing to accept appointments for urgent or sick pets, as well as time-sensitive puppy/kitten vaccinations. Where possible, we will do our best to accommodate annual vaccinations; however, all other services will be scheduled for a later time.

3. We are still OPEN with the following hours:
Monday – Friday: 8:30 am – 6:30 pm
Saturday & Sunday: 9:00 am - 4:30 pm

4. If you are ordering food or medications, please allow 2-4 business days as our suppliers are dealing with increased demand and are trying to fill orders as quickly as possible. We will advise you as soon as your order arrives. Please call us when you arrive to pick up your order, but do not enter the hospital. Our staff will bring your order to your car and take payment over the phone. You can also use our online store and have your food delivered directly to your home. To sign up for the online store, visit our website.

5. Online consultations are now available! If you wish to connect with a veterinarian via message, phone or video, visit our website and follow the "Online Consultation" link.

Following the recommendations of our government and medical experts, we are doing our best to practice social distancing within the constraints of our roles. As such, we have taken measures to avoid both contracting and facilitating the spread of this virus.

In these uncertain times, please see the below link for the most recent information for the public on COVID-19 and animals from the Government of Canada (specifically the Canadian Food Inspection Agency).

https://www.wormsandgermsblog.com/

Thank you for helping us be diligent for everyone's safety. As we have heard from all levels of government, the situation is fluid and any updates will be provided as changes occur.

- Your dedicated team at South Burnaby Veterinary Hospital