Is your hospital wheelchair accessible?
Yes. Please inform us at the time of your appointment so we can assist you in any way possible.
Do I need to make an appointment?
No, we do not make appointments. We operate just like an emergency room. We triage based on severity and the most critical patients are seen first. It is always best to call ahead if possible.
Will I have to wait very long?
We’re always committed to seeing you and your pet promptly. However, if we have a life-threatening emergency you may have to wait until that critical patient is stabilized. This depends on the number of doctors on duty and the severity of the emergency.
What if my pet has to stay in the hospital?
The veterinarian will give you a full explanation of your pet’s needs and an estimate for any diagnostics and treatments. Updates will be provided on your pet’s progress. Your pet will be monitored by our team of doctors, technicians and veterinary assistants to ensure maximum comfort and care. Please call to speak with the staff for an update at any time. If the doctor is with another client or in surgery when you call, they will be happy to return your call – one of our Registered Veterinary Technicians will discuss your pet’s progress with you and will take a message as to when and where your doctor may contact you.
Payment: For those in financial need, we offer access to Scratchpay, a third-party lending company. Please ask our staff for more details.
Will I have to leave a deposit?
Yes. You are required to leave a deposit equal to the estimated fee for the first 24-hours of medical care and hospitalization. Your veterinarian will keep you fully apprised of your account balance on a daily basis, and will contact you for authorization for any additional procedures and expense.
What is a Veterinary Referral?
There are times when your pet’s diagnosis requires an Internal Medicine or Surgical Specialist. If this happens, your veterinarian will discuss what is involved and will set up a referral for you.
What form of payments do you accept?
Payment is required in full at the time of discharge. We accept Cash, Debit, VISA, AMEX and MasterCard. If you have pet insurance, you are required to pay the bill in full at the time of discharge, and we will sign all of the required forms for reimbursement by your pet insurance company. For those in financial need, we offer access to Scratchpay, a third-party lending company. Please ask our staff for more details.
May I visit my pet?
Yes! We encourage visitation once your pet is stabilized or has recovered from surgery. All visitations must be pre arranged with your veterinarian, and should last no longer than 20 minutes.
Please note that we do not offer visitations at the moment due to COVID – if the patient is stable then we can arrange a walk visit.
What do I do when my pet is ready to go home?
When your pet is ready to be discharged from the hospital you will be contacted by our team. If you have insurance please email us a copy of your claim form to fax@animalemergencydurham.com prior to discharge. This will give our team a chance to complete the form.
Upon discharge, you will meet with one of our RVTs to summarize your pet’s stay with us. At this time, they answer any questions you have. You will receive discharge instructions with a summary as well as a summary of medication to take home and when you need to administer them next (if needed). Your pet’s medical records including bloodwork, radiologist reports and digital x-rays will be emailed to your family veterinarian within 12 hours of discharge. If you require a follow-up we suggest following up with your family veterinarian for continued care. If you do not have a family veterinarian we are happy to see your pet for a recheck in the short term until you are able to find a family vet (please note we cannot guarantee wait times).