Hospital Policies
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Respect Policy
Once you become a client of ours - you, your family and your pet become a part of our Heart of Brooklyn Veterinary Hospital family. We want what is best for our animal friends and their families. We understand ill pets can cause great stress but we ask that you show us the same respect we endeavor to show you.
Aggressive, offensive or threatening behavior will not be tolerated and we will decline to provide future services for you or your pet at Heart of Brooklyn Veterinary Hospital.
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Scheduling Appointments
We see our patients by appointment only. We have reserved slots for same-day/urgent care visits, however these appointments fill quickly.
When scheduling your pets appointment please specify which doctor you would like to see and why your pet is coming in for a visit. Appointments can be scheduled online via our website or by calling the location you wish to visit.
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Emergencies & Walk-Ins
Whenever possible, we see our clients and patients by appointment. We have reserved several slots every morning for same-day and urgent care visits. Walk-ins and emergencies may be seen as our schedule and staffing permits and we will make every attempt to accommodate our patients’ needs.
Our emergency and walk-in hours do vary depending on the day, time, and how many doctors and staff members we have available. Therefore, we ask that you please call ahead. Emergency appointments will be seen as a 'drop off' appointment and the patient will typically be in the hospital for at least 2-4 hours. The doctor will contact you by phone to update you on your pet’s condition as well as recommendations and costs for testing and treatment beyond the exam. In the event we are unable to see your pet for an emergency appointment that day, we can provide you with information on the options for emergency hospitals in the area and ensure they have the relevant medical records. Our experienced technicians are also available by phone to review your pet’s condition with you, help determine the urgency of the medical complaint, and schedule a next available appointment with us when appropriate.
As we all recognize, emergencies are unplanned and unpredictable. For this reason, the occasional appointment delay is unavoidable. At Heart of Brooklyn Veterinary Hospital, we try our very best to adhere to your appointment time. If there happens to be a delay with your appointment, we would like to thank you for understanding and for your patience.
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New Client
If you are a new client, we ask that you fill out the New Client form. Please fill out the form for the location you wish to have your pet seen at. Once we receive your information one of our team members will give you a call to find the best appointment time for you and your pet and take a deposit to reserve your appointment. We also request you email all of your pet’s previous medical records (vaccine history, all medical notes, etc.) prior to the day of your visit.
In many cases it may be easier to ask your prior veterinary clinic to send the records directly to us. The medical records of the past 2-3 years are generally the most helpful and relevant to future care.
If you are an existing client, please let us know if your pet has been seen at an emergency or a specialty service, or at another veterinary clinic since your last appointment with us. This will allow us time to contact the facility and obtain your pet’s records prior to the appointment. We would also be grateful to have records sent following your pet’s care at another clinic to add to their file and update our records even if no follow up is needed. -
Lateness Policy
In order to give your pet the proper medical attention and care, and respect the time of all our clients, we ask that you arrive on time. We do have a 10 minute lateness policy; if you arrive more than 10 minutes late to your appointment, you will be asked to reschedule.
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Appointment Communications
Heart of Brooklyn Veterinary Hospital sends out automatic save the dates, reminders and confirmation communication to help remind you of your pets upcoming appointment. These communications go out via email and text. Therefore, it’s always important to inform us of any changes with your contact information.
When you schedule an appointment you will receive a Save the Date email and text message 2 hours after you schedule the appointment. You will get an appointment reminder 3 days before your appointment via email and text. Keep in mind you will have the option to confirm your appointment within that communication. If you don’t confirm your appointment, you will continue to receive a reminder email/text until confirmed or rescheduled. The day of your pets appointment you will also receive a friendly text reminding you of your appointment time, 2 hours before your appointment.
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Cancellation/No Show Appointments
At Heart of Brooklyn Veterinary Hospital, we are committed to providing the best possible care for your pets. To ensure that we can serve all our clients effectively, we would like to remind everyone of our updated Appointment Cancellation and No-Show Policy.
Appointment Cancellation Policy
We understand that situations arise that may require you to cancel or reschedule your appointment. If you need to cancel or reschedule, we kindly ask that you notify us at least one business day in advance. This allows us to offer your appointment slot to another pet in need of care. A last-minute cancellation will result in a $50 nonrefundable fee that will be applied to your account.
No-Show Policy
A "no-show" occurs when a client fails to arrive for a scheduled appointment without prior notification. No-shows prevent us from serving other clients and can lead to delays in care for pets who need it. As such, we will implement the following guidelines:
- First No-Show: A friendly reminder will be sent to you about your missed appointment and our policy. You will also be required to leave a deposit for the exam fee for future appointments.
- Second No-Show: Will result in the loss of your exam fee deposit.
How to Cancel or Reschedule
You can easily cancel or reschedule your appointment by calling the location of your appointment. Our team is here to help and will do our best to accommodate your schedule.
We appreciate your understanding and cooperation in this matter. By adhering to this policy, we can better serve you and all of our clients. Thank you for trusting us with your pet's care.
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Appointment Deposits
Heart of Brooklyn Veterinary Hospital requires a deposit when scheduling certain appointments: new client, multi-pet appointments, ultrasounds, echocardiograms and surgeries. The deposit amounts vary depending on the type of appointment.
Please contact the office for the exact amount. These deposits will need to be collected upon scheduling; if you are unable to leave a deposit, we will be unable to schedule the appointment. NO EXCEPTIONS.
We do understand situations may arise and you may need to reschedule your appointment/procedure. Please contact us at least 72 hours (3 business days) prior to your appointment for a full refund of your deposit. If you do not contact us within 72 hours of your appointment your deposit will be lost.
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Patient Arrival Policy
When you come in, we ask that you check in with the front desk. Please let the front desk know if we need to update any contact or pet information in your account.
For the safety and comfort of all our clients and patients we ask that you do not let your pets roam our lobby. We ask that all cats arrive and remain in a carrier and all dogs arrive and remain on a leash or in a carrier.
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Prescription Policy
According to the laws of New York State, as well as the guidelines of the AVMA (American Veterinary Medical Association), veterinarians must have a valid veterinary-client patient relationship (VCPR) in order to dispense/write prescriptions.
Please keep in mind that we will not legally be able to dispense any prescriptions if the patient has not been examined by one of our veterinarians within the past 12 months. In many patients with chronic conditions and medications, we may require an exam at minimum within 6 months. We make every attempt to accommodate the needs of our clients and care requirements of our patients. Deviations from this will be evaluated on a case by case basis. Our doctors reserve the right to decline to refill or provide medication with or without an exam if we feel that the medication is not in the best interests of the patient.
Please plan ahead and request medication refills at least a week before your pet's medication runs out. Please let us know when scheduling an appointment if you would like a refill at that appointment. If you are calling or emailing us for a refill please keep in mind that we have a 48 hour turnaround time for all medications and prescriptions. If you do not pick up your prescription within 10 days, it will be returned to stock and another medication request will have to be put in.
We have an online pharmacy that can ship medications or prescription diets directly to your address and can be set up for auto-ship on a regular schedule. We work with all reputable online pharmacies to electronically authorize your pet’s refills when appropriate. Drugs that are also used by humans may be able to be called into your personal local pharmacy if you prefer. We can provide written prescriptions on request. If you are not able to pick up the written prescription at the clinic, there will be a fee to mail the prescription via registered mail to ensure delivery.
We regret that we are not legally allowed to accept prescription returns, used drug drop offs, or used syringes if not in a Sharps container.
You can purchase all the medications and specialty food your pet needs either via one of our online stores below or our in-house pharmacy.
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Payment Policy
We require payment in full at the time service is rendered. Please let our staff know if you would like a treatment plan prior to anything other than the exam being done to your pet. We would be more than happy to provide that to you.
We accept Cash, AMEX, Discover, Mastercard, Visa, Care Credit, Scratchpay, ApplePay and Money Orders. Unfortunately, we do not accept personal checks.
We do not offer payment plans. Care Credit and Scratchpay both provide multi-month no-interest options for veterinary care payments.
Important Links & Resources
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Pet Health Information
Veterinary Partner
Useful general pet veterinary medical information
The Indoor Pet Initiative – The Ohio State University Veterinary College
Wellness information for indoor cats and dogs
Pets and Parasites
Information about animals, parasites, and their potential risks to human health
- Pet Foods
- Pets with Cancer
- Cats
- Dogs
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Pet Products
Toe Grips
To help dogs to walk better on slippery floors
Dogleggs
Mobility products for dogs
Senior Pet Products
- Pet Insurance
- General Information
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Pet Transport
AmbuVet Pet Ambulance
When calling all car services, be sure to tell the dispatcher you have a pet you are bringing to the veterinarian. If you are refused, please let us know.
Car Service Eastern
- Pet Loss Support
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Local Rescue & Support Groups
Sean Casey Animal Rescue
A wonderful Brooklyn neighborhood rescue group in need of homes for rescued pets and volunteers to help them
New York City Feral Cat Initiative
Helping New York City’s feral and stray Cats
ASPCA American Society For The Prevention of Cruelty for Animals
Help for owners in need for caring for their pets
PAWS NY services are designed to help our clients overcome the physical and financial limitations they face caring for their animal companions