Southview Animal Hospital

Payment is required at the time of service. We strive to make your visit as convenient as possible. To ensure smooth transactions, we accept the following payment methods:

• All major credit cards (Visa, MasterCard, American Express, Discover)

• Cash

• CareCredit

• Scratchpay

If you have any questions regarding these payment options, please feel free to ask our staff.

We understand that delays can happen, and we appreciate your effort to be on time for your scheduled appointment. To ensure all patients receive timely care, please note the following:

• If you are going to be more than 5 minutes late, please call us to let us know. This allows us to adjust our schedule accordingly.

• If you arrive more than 15 minutes late without prior notice, we may need to reschedule your appointment or adjust the services provided to accommodate our schedule.

• Chronic Lateness: If you are consistently late for your appointments, you may be subject to a late fee or required to pay a deposit for future appointments to ensure our ability to accommodate your needs and the needs of other patients.

We understand that situations can arise that prevent you from keeping your scheduled appointment. However, missed appointments without notice prevent us from providing timely care to other patients. Missed appointments can also lead to increased costs, which may affect pricing for all of our clients. We always aim to keep our prices fair for everyone, so we kindly ask for your help in minimizing no-shows to ensure we can continue offering quality care at reasonable rates. To ensure the best care for all our patients, please review our policy for cancellations and no-shows:

• We kindly ask that you notify us at least 24 hours in advance if you need to cancel or reschedule, to avoid no-show fees and to help us serve all our patients efficiently. If you realize you’ve missed your appointment, please call us as soon as possible to reschedule so we can accommodate you at the next available time.

• If you do not arrive for your appointment and have not notified us in advance, it will be considered a no-show.

• Chronic No-Show: If you no-show for multiple appointments, you may be subject to a no-show fee or required to pay a deposit for future appointments to ensure our ability to accommodate your needs and the needs of other patients.

To ensure the safety and comfort of both pets and clients, please review our arrival policy before visiting our clinic:

• Arrival Time: It’s important to arrive 5-10 minutes before your appointment, especially if you need to fill out any forms or if it’s your first visit. As well as helping your pet settle, this helps ensure the appointment runs on time.

• Leash or Carrier Requirement: We require pets to be either on a leash or in a carrier when entering the facility, as well as in the exam rooms while you are waiting for our medical staff to enter. This ensures the safety of both your pet and other patients.

• Pet Information: Bring your pet’s vaccination history, medical records, and any other relevant information (e.g., medications or allergies) to your appointment. This is particularly important if you're visiting with a new patient.

• Special Instructions: If your pet has specific needs, such as anxiety or known health conditions, make sure to communicate this when you check in so the staff can make any necessary accommodations.

We are committed to your pet’s health and safety, so please allow up to 72 hours to ensure your pet’s medication is carefully prepared and checked for quality. For specific questions or concerns, feel free to reach out directly!

• Prescription Requirements: A veterinarian will assess your pet's condition through physical examination and, if necessary, provide a prescription for medications.

• Filling Prescriptions: We have an in-house pharmacy, but you may also be able to fill prescriptions at external pharmacies or online pet pharmacies. Ask your veterinarian for more information.

• Refills: For ongoing treatments, refills for chronic medications are available with a valid Veterinary Client Patient Relationship (VCPR). Certain prescriptions require a check-up and lab work before issuing refills.

• Generic Medications: If available, our veterinarians may offer generic versions of medications to save on cost, but this is at their discretion. Ask your veterinarian about the options available for your pet.

• Prescription Transfers: If you need your pet’s prescription filled through another (third party) pharmacy, we will provide a written script for you to pick up to bring to the pharmacy of your choice. Similar to medications filled through our pharmacy, please allow 72 hours for processing.

For the safety of other patients and our team, most prescription medications and food cannot be returned after they leave our building. Unopened, individually packaged cans of food and most unopened parasite preventatives can be returned. Please reach out to our inventory manager for additional information.

• Medication Returns: We do not accept returns on most medications for safety and regulatory reasons. If there’s an issue with the medication, contact us directly for assistance. Here is a list of disposal sites for any medications you no longer need: Local police departments, most CVS locations and most Walgreens locations. May have to call to confirm.

• Defective Items: If a product is damaged, we will offer a return or exchange, but it’s important to report it as soon as possible.

• Refunds: Refunds, when applicable, will be issued in the original payment form.

For the safety of other patients and our team, we require that your pet's rabies vaccination be current before receiving any elective services, such as spay and neuter procedures or preventative grooming, including nail trims. This policy helps protect both your pet and others in our care, ensuring a safe and healthy environment for all. If your pet’s rabies vaccination is not up to date, we recommend scheduling an appointment for the vaccination before booking any elective services. Please don’t hesitate to contact us if you have any questions or need assistance with vaccination records.

VCPR stands for Veterinarian-Client-Patient Relationship. It's a rule that says a vet must have a proper relationship with the animal and its owner before they can:

• Give medical advice

• Diagnose a problem

• Treat the animal

• Prescribe medication

• A valid VCPR is established when:

1. The veterinarian has sufficient knowledge of the animal(s) to make a diagnosis, typically achieved through a recent (within 12 months) physical exam.

2. The veterinarian assumes responsibility for making clinical judgments about the health of the animal(s) and the client agrees to follow the vet’s instructions.

3. The vet is available for follow-up in case of adverse reactions or treatment failure.

4. The vet maintains medical records of the patient.

• It’s required by law for a vet to diagnose, treat, or prescribe medication. Please see the MN Board of Veterinary Medicine.

• It protects both the vet and the client—ensuring ethical and medically sound care.

• It ensures accountability and continuity of care.

• This rule is there to protect the animal’s health, and make sure the vet has all the info they need to give proper care. Maintaining a VCPR through a yearly physical exam with your pet’s veterinarian ensures your ability to refill necessary prescriptions and receive medical guidance in a timely manner.