Thank you for taking the time to review our hospital policies. Please let us know if you have any questions or require further clarification of any of the information below.

Accessibility Policy

Cedarview Animal Hospital is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence. We believe in integration and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and meeting our accessibility requirements under the Accessibility for Ontarians with Disabilities Act and Ontario’s accessibility laws.

Written information and other forms of communication will be made available upon request. Our clinic is wheelchair accessible including our washroom.

Active Client/Patient Policy

By law (Veterinarians Act, R.S.O. 1990, c. V.3), we are required to have an active “Veterinary-Patient-Client Relationship” (VPCR) in order to provide veterinary care or prescribe or dispense medication for a pet. An annual physical examination by one of our veterinarians is required in order to maintain an active VPCR.

In the absence of an active VPCR with our hospital, but with an active VPCR with another licensed veterinarian in Ontario, we can only dispense medications when we have received a written or oral prescription from the veterinarian with the active VPCR with the pet.

Appointment Policy

In order to provide a high standard of patient care, we operate on an appointment basis. Appointments with our veterinarians are a minimum of 30 minutes, and may be scheduled for a longer time period depending on your pet’s health concerns. Please provide us with as much information as possible in order to schedule your pet accordingly.

Appointments with a Registered Veterinary Technician may be scheduled for minor items such as nail trims, vaccine boosters, anal gland expressions, bloodwork and xrays as ordered by your pet’s veterinarian, or weigh-ins for seasonal prevention. Appointments with technicians are only available when a veterinarian is on duty. Our staff reserves the right to book appointments with the appropriate team member as dictated by the pet’s health condition, staff availability, etc.

Emergency Policy

We are not an emergency hospital, however, we allocate several same day and urgent appointment slots during our regular business hours. These appointments are on a first come first basis and priority is given to regular patients of our hospital.

If we are unable to accommodate your pet, we will refer you to one of the emergency hospitals in the city which may include VCA Ottawa Veterinary Hospital, VCA Alta Vista Animal Hospital or Ottawa Animal Emergency & Speciality Hospital.

Fear Free Policy

Our hospital strives to minimise fear, anxiety and stress for every pet that visits our hospital to improve not only their physical well-being, but their emotional well-being. The majority of our staff is Fear Free Certified. We employ a number of gentle restraint and handling techniques to ensure pets have the most positive experience possible at our hospital.

Missed Appointment and Cancellation Policy

We know your time is valuable, and ours is too. Out of respect for our staff and our other clients, we require at least 24 hours’ notice if you need to cancel or reschedule an appointment. As appointments are in high demand, this allows us the necessary time to rebook the appointment time for someone on our waiting list. Cancellations with insufficient notice or missed appointments will incur a late cancellation fee of 50% of the exam fee or $150 for surgical appointments.

After two missed appointments or cancellations with insufficient notice, we will require pre-payment for any future appointments. This amount will be non-refundable 24 hours prior to the scheduled appointment.

Mutual Respect Policy

We believe that everyone deserves to be treated kindly, fairly, and respectfully. We will not tolerate any forms of abusive, aggressive, or rude behaviour from clients towards any member of our staff, and demand the same from our employees towards others. We are absolutely opposed to any discrimination or harrassment based on colour, nationality, sex, gender, race or creed. We always reserve the right to refuse services to anyone who expresses harmful language or behaviour.

Online Pharmacy Policy

Clients may choose to request a written prescription to have filled at a pharmacy of their choice, but it is at the discretion of the pharmacy as to whether they will accept a veterinary prescription. Online pharmacies are not regulated by the College of Veterinarians of Ontario and there may be risks associated with purchasing medications online. We recommend that all clients wishing to use online pharmacies familiarise themselves with these risks as outlined by Health Canada.

Patient Arrival Policy

For the safety of your pet and others, please ensure your pet is on a leash or in a carrier (we can provide one for your visit if you do not have one). We prefer that dogs are on a regular leash as opposed to a retractable leash.

Payment Policy

Payment is due in full at the time services are rendered. We accept payment via Debit, VISA, Mastercard and e-transfer, as well as through our secure payment portal on our website. We can also accept cash but we keep a limited amount of change on hand. Financing is offered through Scratchpay. We provide itemised treatment plans for review and approval for surgical procedures and dentals, but we are happy to provide treatment plans for preventive care upon request.

Pet Insurance Policy

We’re happy to work with any veterinary insurance provider. Should you wish for us to submit a claim on your behalf, please inform one of our Client Care Representatives. Any information regarding pending claims must be obtained by the policyholder from the insurance provider. We are unable to communicate with your insurance company on your behalf.

Prescription Refill Request Policy

Prescription refill requests can be made by phone, email or through your pet portal app. When making requests, please provide your full name (the name on file), your phone number, your pet’s name and the medication you are requesting. We request 3 business days’ notice for prescription refills and 5 days’ notice for all compounded prescription requests. You will be notified via text when your pet’s prescription is ready for pick up. Any prescriptions not picked up within 30 days will be returned to stock and a restocking fee will apply.

Referral Policy

In order to ensure continuity of care, Cedarview Animal Hospital will only provide veterinary services to referral patients that directly relate to the reason for the referral. We do not provide General Practice services to referral clients (excluding self-referrals). Our hospital will provide referring veterinarians with a complete referral report of all services performed and a copy of the referred patient’s medical records including findings, lab results, radiographs, etc.