Code of Conduct At West Ashley Veterinary Clinic, we want you to be aware of our policies and procedures to ensure smooth communication and understanding with our team. Please review all our clinic policies below so you can see what to expect regarding appointments, payments, handling of medical records, and more. If you have any questions about our policies, please give us a call at (843) 571-7095. Make an Appointment Scheduling Policy We see patients by appointment only. Walk-in urgent care and emergency patients will be triaged and seen based on medical priority or referred to a local veterinary emergency or urgent care hospital. Call us before seeking care because we have limited urgent care appointments reserved in our daily schedules. If we have reached maximum patient capacity, we will refer you to an emergency or urgent care hospital so your pet may receive timely care. Schedule appointments by phone at (843) 571-7095, book online, or through our app . For after-hours emergency care contact one of the local emergency or urgent care hospitals. Our veterinarians are not available for consultations outside of scheduled appointments and subsequent follow-ups. Late Policy Please arrive before your scheduled appointment time so you may benefit from your full exam time. New client and patient history forms should be completed in advance to help our medical team prepare for your pet’s visit. A grace period of 10 minutes will be granted for unforeseen delays that you may encounter while traveling to our hospital. If you arrive more than 20 minutes late for an appointment, we will offer options of being seen as a work-in, day admission, or rescheduled if our schedule permits. We strive to ensure clients and patients are seen promptly and appreciate your on-time arrival. Clients who have three or more late arrivals for appointments cannot schedule future appointments and will only be seen as emergency or day admissions. Additional fees will apply. Appointment Confirmation, No-Show & Cancellation Policies When we schedule appointments at our veterinary hospital, we set aside professional resources and time for a one-on-one consultation to meet the needs of our pet patients and their owners. We require confirmation for scheduled appointments. Failure to confirm will result in your appointment being released so that we may schedule another pet in need. Our current missed appointment policy classifies a "missed appointment" as an appointment that is missed without being notified at least ONE HOUR before the scheduled appointment time. We understand that circumstances may make it impossible for a client to make it to an appointment. Should this happen, giving us a call at least one hour before your scheduled appointment would allow us to offer an appointment to a sick pet who needs our help. We are committed to the health of our patients, so as soon as you know you cannot make it, please call to notify us. To prevent repeated missed appointments from occurring, our hospital policy after a SECOND missed appointment is to make further appointments only with a deposit. Deposits made for future appointments that are also missed will be forfeited. Provided that all additional scheduled appointments are attended, deposits will no longer be required after a period of twelve months. Payment Policy Payment is required at the time services are rendered. Please consult with your veterinarian or technician if you would like an estimate of your pet's treatment plan before we proceed with patient care. We require payment to be made in full after your visit. We are unable to offer payment plans or leave balances on accounts. Acceptable forms of payment include cash, personal check*, VISA, MasterCard, Discover, America Express, Scratchpay, and Care Credit**. * We are unable to accept personal checks from new clients until after the third visit. Checks are only accepted with proper identification. As per state law, we are unable to hold or accept post-dated checks. There is a $30.00 fee for all returned checks. **Care Credit allows us to offer you 6-month, no-interest payment plans for most of our services and products. Minimum monthly payments and other terms and restrictions apply. You may visit Care Credit’s website at www.carecredit.com for more information and to apply. Our receptionist can also assist you with the application process. We also offer Scratchpay, a pay-later option with rates as low as 0% APR. Visit www.scratchpay.com for more details. Mutual Respect Policy Our compassionate and knowledgeable team can answer your questions and concerns, including our client service representatives, licensed technicians, veterinary assistants, managers, groomers, and all staff. All team members should be treated with the same respect as our doctors. If team members are relaying advice or information, they have been authorized and trained by the doctors to provide this communication. We take pride in mutually respectful relationships that benefit you, your pet, and us. Medical Records and Veterinarian-Client-Patient Relationship Policy By law, we must establish a veterinarian-client-patient relationship (VCPR) to provide medical care for your pet. This is defined in S.C. Regulation 120 as one of our doctors physically examining your pet within the past 365 days. A VCPR is required to request refills of prescription medications and food, ask questions about your pet’s health status or behavior, and request certain services. We cannot provide these services if we do not have a legally valid VCPR. You are entitled to a complete and thorough copy of your pet’s medical records at any time, including transferring them to a third party for the adoption of new pets, housing verification, or scheduling of boarding, daycare, training, or veterinary specialist appointments. Medical records will be transferred at your request on the next business day. Records transfers may only be made by the listed agent(s) on the account. Upon termination of the VCPR, we will transfer the pet’s records by email to a veterinary hospital of your choice. Refund/Return of Medications Policy Following the South Carolina Code of Laws, Title 40 we are not legally permitted to restock prescription medications that have been opened and then returned. Unopened medications with intact tamperproof packaging (i.e. foil wrapper, sealed prepackaged container) may be eligible for returns in some cases. The clinic will not provide refunds for medications that leave the building and are no longer in intact tamperproof packaging (i.e. foil wrapper, sealed prepackaged container). Refunds of intact tamperproof packaging (i.e. foil wrapper, sealed prepackaged container) medications will be limited to within 24 hours of purchase and are not guaranteed. Please be aware that very few medications are dispensed in intact tamperproof packaging (i.e. foil wrapper, sealed prepackaged container). Any medication dispensed in a pill vial with loose tablets, capsules, or powders cannot be refunded or returned after leaving the building. If there are medications that you need to dispose of please refer to the DHEC website for a list of proper disposal sites, https://scdhec.gov/environment/recycling-waste-reduction/unwanted-medications. The clinic cannot accept donations or returns of unused open medications. Unopened nonprescription items in their original packaging may be returned for a full refund up to a maximum of 10 days from the date of purchase. Items must be accompanied by an original sales receipt. Prescription foods are 100% guaranteed by their manufacturers and if bought in the clinic can be returned for a full refund at the clinic. Foods purchased online or at other facilities must be returned through the source of the purchase.