Port Royal Animal Hospital: emergency and general protocols & policies
Dear Clients of Port Royal Animal Hospital,
Please take note of the following information:
For a Veterinary Emergency call (902)532-7387.
Our regular office hours are:
Mondays, Tuesdays, & Thursdays 8 am to 5 pm
Wednesdays and Fridays 8 am to 1 pm
We are closed Saturdays, Sundays and Holidays
For a Veterinary Appointment or Emergency, call (902)532-7387.
We are happy to be finally moving forward, past 2 years of pandemic restrictions. We are grateful beyond measure for NS Public Health’s navigation of these very tricky times. We are sorry for the lives lost as a result of COVID19, as well as for difficulties faced by all people, and animals, as our world has seemed to implode.
Our hospital has been following NS Public Health Guidelines since the beginning of the pandemic, and will continue to do so. These measures have kept our hospital open and functioning during this challenging time. Nevertheless, between the COVID measures and the incredible influx of new patients and clients needing veterinary care, it seems there are not enough hours in the day to accomplish it all. Our schedule is full daily, and appointments are being planned 3-4 weeks in advance. We make every effort to remind folks of their appointments, and if you need to reschedule, please make us aware at least 24 hours in advance so we may open up that spot for another needing care. [Please see our “Missed Appointment Policy”, below.]
NS Public Health has long given the green light for Nova Scotians to lift COVID 19 restrictions. Despite these welcomed changes, we will however, be maintaining some of those policies as we feel necessary to continue to practice and serve safely.
~please wear a mask when interacting with our staff inside the hospital when not feeling well
~we have resumed in hospital/in person appointments*,**, however, we will continue to offer curbside service for those who prefer this option, for those who are feeling unwell, and for recheck or outpatient appointments and some sick or prolonged consultations
*in some cases, we will ask clients to return to their vehicles, particularly if it is a prolonged consultation (while we await test results, or prepare prescriptions), to keep our schedule moving forward
**we may resort to curbside only service when we feel it is in the best interests of all concerned, and may choose to do so without prior warning
~ please do not enter our hospital if you are feeling unwell or are known to be COVID +
~ please call (902) 532-7387 – for a veterinary emergency; to announce your arrival; to make an appointment
~ when possible, please email: reception@portroyalanimalhospital.com – to preorder supplies or prescriptions
~ where possible, please email reception@portroyalanimalhospital.com, with general questions, or updates on your pets’ condition
~ please be aware that our phone lines are often busy during office hours – if your call is not urgent, please leave a message; but if it is a veterinary emergency, please try again, or, follow the instructions to reach the Dr on call
From our end, you can expect the following measures are taking place:
~ all of our hospital team members have received both vaccines for COVID19 protection, and boosters
~ we continue to follow NS Public Health Guidelines regarding handwashing, and physical distancing at work and in our personal lives, where possible; as well, staff will continue to wear mask while working together
~ we continue to practice thorough cleaning procedures of high-contact areas, in addition to our regular hospital cleaning
~ we keep abreast of NS Public Health mandates and adjust our protocols as needed
~ our staff do not come to work when sick – although this is a must for containing and preventing spread of infectious disease, it is challenging working short-staffed; if the Dr is sick, it means having to cancel appointments until she is well enough to return; having experienced this in April 2022, it is something we want to avoid, for all concerned
~ please recognize we are a one-veterinarian hospital with her small but mighty team, serving the needs of many; for this reason we ask you to respect that calling the Dr outside of appointment hours is for emergencies only; please note, there is a telephone consulting fee of $35 plus GST, when your call does not result in an emergency visit
~ even with these boundaries, being on call 24-7 is an impossible task, when also a human being who needs rest and nourishment of the body and mind; that is why emergency coverage is shared with the DVMs of Bayview Animal Hospital (Digby, NS) and also with the DVMs of Bridgetown Animal Hospital (Bridgetown, NS) – this means that on occasion, if calling us after hours for an emergency, you may be directed to contact a DVM other than Dr. Jody, and your pet may need to go to a different hospital than Port Royal (Annapolis Royal); please expect a similar, but not necessarily exact protocol at that DVM’s hospital; once your pet’s immediate needs have been addressed, the medical record will be forwarded to us
For a Veterinary Emergency call (902)532-7387.
Afterhours Emergency Protocol @ PRAH:
Once you have been instructed to meet at this hospital at a prearranged time by the Doctor, please bring along the following:
1) any relevant medical history that we may not have access to after hours (especially if you are a patient of Bridgetown or Bayview)
2) cell phone and means to charge it in the vehicle
3) the patient in question, securely and safely contained, in a carrier or on lead
4) water and snacks, and something to read, if desired, while you wait
Upon arrival, please park in one of our designated parking spaces and wait with your vehicle. The Dr will admit your pet from the parking area. The hospital doors will remain locked during this time. We ask that you remain with your vehicle with your cell on, while the Dr conducts her exam. She will then call you on your cell to discuss the findings and what the treatment plan might be. She will discuss the estimated costs of the plan with you, and if you agree to the plan, will request a deposit if the pet is admitted for any length of time. In some cases, the issue is addressed in a short period of time and the pet would go home with you, so staying with your vehicle is important for an efficient use of the Dr’s time. Hopefully, the outcome is a positive one, the pet is discharged, and you will be invited to reception for bill payment and home care instructions.
For a Veterinary Emergency call (902)532-7387.
In-hospital Consultation Protocol:
Upon arrival, please park in one of our designated parking spaces and dial (902) 532-7387 to announce your arrival, or, if you don’t have a cell phone with you, please pop into reception to alert us you’re here. Provided our schedule is moving as intended, you will be invited to enter with your pet at your designated appointment time, and directed to a consultation room. Please have pets effectively leashed or contained in a carrier. Please wear a mask while inside the hospital if feeling catchy.
We allow for 30 minute appointments – this starts from the appointed time (check in) and includes the history-taking, physical exam and consultation, treatment or testing, if any, and conclusion (check out). We appreciate it very much when clients arrive on time, and remain available to speak to the Dr. or her assistants, and to receive their pet within that 30 minute time frame. At the conclusion of the appointment, you will be asked to return to your vehicle until the receptionist is ready to complete the check out with you.
Curbside Service Protocol:
Upon arrival, please park in one of our designated parking spaces and dial (902) 532-7387 to announce your arrival, or, if you don’t have a cell phone with you, please pop into reception to alert us you’re here. One of our staff will be out to collect your pet for the appointment, while you remain with your vehicle. Please have your pet ready for receiving – cats/small dogs in a carrier; dogs on a leash.
We allow for 30 minute appointments – this starts from the appointed time (check in) and includes the history-taking, physical exam and consultation, testing, if any, and conclusion (check out). We appreciate it very much when clients arrive on time, and remain available to speak to the Dr. or her assistants, and to receive their pet within that 30 minute time frame. (Rechecks and outpatient procedures are allotted 15 minutes.) It is very difficult to stay on schedule when we cannot return your pet to you (we have to prepare for the next one!) or the Dr. cannot speak to you during that 30 minutes because the client has physically left the area during their appointment.
***Missed appointment policy: We recognize that stuff happens and you may need to reschedule or cancel your appointment with us. For those no show appointments or not giving at least 24 hours notice to cancel, a fee of $35 (plus GST) will apply. It will also forfeit any multipet discounts from future visits. For repeat occurrences, in order to secure a future appointment, the exam fee will need to be pre-paid in full, and is nonrefundable, if the appointment is missed nor cancelled within 24 hours. Our goal with this policy is to open up otherwise unused appointment time for another pet in need. Thank you for your cooperation and understanding.
****Late to an appointment: Again, we recognize that stuff happens and you may be running late, and maybe that is not how you usually operate (but maybe it is :). When you are late for an appointment it has a trickle down effect for the rest of the day’s schedule, affecting multiple persons along the way. If you anticipate being late, please call to alert us (902)532-7387. Depending on the circumstances, we may need to reschedule your appointment (in which case the missed appointment policy will apply), or limit the scope of that appointment.
For a Veterinary Emergency or Appointment call (902)532-7387.
Thank you for your continued support, understanding and kindness. We care very much about you and your furry family members and are doing our very best to serve you.
Sincerely,
Jody Cunningham, DVM
updated April 11, 2024