Frequently Asked Questions

  • Do I have to pay when my pet is treated?  Can you just bill me?

Full payment is expected at the time of service.

  • What forms of payment do you acccept?

We accept MasterCard, Visa, Discover, Cash, Checks and Care Credit.

  • Do you offer payment plans?

No, unfortunately we don’t. Payment is due when services are rendered. However, we do accept Care Credit and work with Superior Financial Services on a local level to assist with your fees. All information from these resources is available from our caring staff at the reception desk.

  • Do you accept pet health insurance?

Yes, we do! Payment to us for services rendered is required but we will prepare all necessary forms for you to submit for reimbursement to your provider.

  • Why does my pet need an exam when all he/she needs is a rabies shot?

The annual exam is the single most important aspect of keeping your pet healthy! And vaccinations of any type can only be given to healthy pets, which is why we require an examination before administering any vaccinations.

  • Why do I have to bring my pet in when all he/she needs is a prescription?

Just as your doctor needs to examine you to determine what medication you might need, our veterinarians must examine your pet to determine the best course of treatment. If your pet takes a specific medication on a regular basis, your veterinarian will specify the number of refills available between re-checks.

  • Do I need to make an appointment or can I just bring my pet in?

For routine appointments we strongly suggest that you schedule an appointment as a convenience to you. This will reduce your waiting time and likely be much more comfortable for both you and your pet.

  • Why do I have to wait so long when I have made an appointment?

We strive to honor your appointment time, however, just as you may be delayed in seeing your medical doctor, there may be a delay in seeing your veterinarian. The field of medicine is very unpredictable. The pet scheduled just before you may have needed more extensive care, or testing, than was previously thought, which will require more time. And, we have many emergencies that come in unexpectedly. And what may not appear to be an emergency, could actually be life threatening to a pet. Not every emergency situation is obvious. We do our very utmost to honor your appointment time, and reduce your waiting.

  • What if my pet has an emergency?

We take emergencies at any time! It is best if you call and let us know that you are coming so that we can prepare for your arrival, though we understand that this might not be possible. Our North Johnson City location, at 3026 Peoples Street, is open until 12:00 midnight Monday-Thursday, and 24 hours from Friday evening until Monday morning.

  • Are emergency services more expensive?

Our fees depend on the time your pet is seen, whether your visit is for an emergency or for routine services. If have an appointment, or just walk in during our “After Hours” time, your fees will be slightly more expensive. These hours begin at 6 PM on weekdays, 2 PM on Saturdays, and are in effect all day on Sunday, and on all holidays.  

  • Since you have extended hours, does this mean that the veterinarian that I always see is always available to me for appointments or to answer my questions?

Just as you work a schedule, so do our veterinarians and our technicians.  We have a dedicated doctor who works weekend nights and all of our veterinarians rotate on weeknights.  We offer the same services at any hour of the day or night but the doctor that you may see will vary. The doctor who is working is available to answer any questions that you might have.

  • If we see another veterinarian, can we bring our pet to you when they are closed?

Yes, we welcome all clients and pets when their veterinarians are closed!  And we will forward all medical records regarding treatment to your preferred veterinarian when treatment is complete.

  • Do I need to call in my prescription refills?

To reduce your waiting time, it is strongly recommended that you call ahead when you need a prescription refilled, especially if you plan to pick up your presciption in the evening hours.  In some cases, doctor approval is necessary.  Contacting us ahead will merely make it a quicker process for you, with less waiting time.  For your convenience, you can request refills online at any time of the day or night and we will have it ready for you within 24 hours.

  • What is your Online Pharmacy?

Our online pharmacy is a convenience for our clients in a number of situations.  Among these might be: a compounded prescription that must be refilled by a compounding pharmacy, a preventative, prescription food or other health care product that is not routinely in our stock. This is also a convenience for those for whom travel to our office is a hardship or inconvenience. 

  • If my pet has to remain overnight, may I visit him/her?

Yes, you absolutely may and we actually feel that this is important for both you and your pet. Again, we do suggest prearranging a time frame to allow you to speak with your treating veterinarian and to reduce your waiting time.

  • Why do I need a password for some pages on your site?

We offer a client/pet portal which requires that you register and provide a password. This area includes your personal contact information and your pet’s medical history.

  • What is the best way to make an appointment?

You can always call our offices to make an appointment and we suggest that you call during daytime hours to reduce your hold time. However we now offer the convenience of scheduling your appointments online via this website. If your work environment prohibits personal phone calls, this is an easy way for you to schedule!

  • Why can’t I see the same veterinarian each time we visit?

When scheduling a routine visit, you always have the option to schedule with the veterinarian of your choice. In the event of an emergency, we will make every effort to accommodate your choice however there will be instances when your requested vet will be unavailable.