212 E. State Road 434, Longwood, FL, 32750

407-331-1161

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Dear 434 Animal Hospital Family,

The health and safety of our team, clients, and patients have always been a primary concern during COVID-19 pandemic. As this situation evolves globally, nationally, and locally, so are our protocols for veterinary visits at our hospital.

Due to the increase in cases in Florida and recommendations from multiple Veterinary organizations we are making necessary changes to our scheduling routine, pick-ups, appointment intake, and purchases.

 

Understand that as we get more information our protocols and procedures will change but we are committed to caring for you and your pets!

Starting 3/20/2020 we are going to be providing service only to those emergent and/or ill patients.

This means we will be:

  1. Postponing all routine veterinary visits, surgeries, and procedures. Accommodations will be made as we begin a more regular schedule,

  2. Continuing with our dedicated 1-hour time slots for each appointment,

  3. Asking you to allow us to restrain your pets, as well as allow us to take your pet into the treatment room for examination by Dr. Ehlers,

  4. Asking you to follow our new appointment flow guidelines (see below),

  5. Asking you to follow our prescription product pick up guidelines (see below),

  6. Asking you to follow our patient pick up guidelines (see below),

  7. Asking you to inform us of any potential exposure, any number of degrees of separation exposure, any upper respiratory type symptoms,

  8. Asking everyone to be patient, there will likely be a few hiccups over the next few weeks as we are adjusting to the guidelines set out below.

 

The protocol below is incredibly detailed, know that your main responsibility is to call the office once you have arrived for an appointment or to pick up your pet or prescriptions!! We will take care of the rest!!!
 

 

Client/Patient Intake For Appointments

We ask clients to:

  1. Call the office when they have arrived with their pet for an exam

    1. The Client Care Specialist will begin questioning whether or not you have had any respiratory symptoms, known or been in contact with someone who has tested positive for COVID-19 or has traveled out of the country.

      1. If you answer yes to any of these questions, we ask that you remain in their car during the appointment but will still be asked to bring your pet into the hospital to be weighed and released to a veterinary technician when the technician is ready to receive your pet.

      2. If you answer no to this series of questions you will be able to stay in the hospital during the appointment

      3. If this is a situation where it is a true medical emergency, do not hesitate to tell us immediately! We are here for your pets above and beyond everything else!

  2. Once our Client Care Specialist has determined the answers to the above questions the Client Care Specialist will place you on a brief hold and inform the Veterinary Technician and medical team of any necessary information.

  3. Then your pet’s Veterinary Technician will resume the call and will perform the appointment triage over the phone.

    1. If this situation is a true medical emergency, do not hesitate to tell us immediately! We are here for your pets above and beyond everything else!

  4. Once the visit triage has been completed your Veterinary Technician will ask you to enter the building with your pet.

  5. Please weigh your canine patients as normal (Dogs on the scale in the right-hand corner of the lobby, and yes! Even small dogs, our new scale is great!!!)

  6. Then please promptly move into room 3 (cat room, furthest from the front doors)

  7. Your Veterinary Technician will meet you in the exam room, and ask you to release your pet, in order to be examined by Dr. Ehlers.

  8. The exam will be performed in our hospital treatment room.

  9. You and your pet will be reunited when the exam, medical discussion with Dr. Ehlers/Veterinary Technician, and treatments are complete.

    1. Rest assured they will be well cared for during their temporary stay.

  10. Dr. Ehlers will discuss his findings and recommendations with you

  11. Your Veterinary Technician will create a treatment plan and estimate for you. They will place this treatment plan on a small “mutual table” for you to pick up and review. We ask that this is done in order to help preserve social distancing as recommended by CDC.

  12. As discharges finish with your pet’s Veterinary Technician, please prepare for your credit card payment.

  13. Hand your credit card payment to your pet’s Veterinary Technician.

  14. Your pet’s Veterinary Technician will process the payment with the Client Care Specialist.

  15. Once this is complete, your Veterinary Technician will bring your pet back to you to be reunited along with your invoice.

Picking Up Prescription Products/Items

We ask clients to:

  1. Call the office when they have arrived to pick up prescription products/items,

  2. The Client Care Specialist will process payment over the phone,

  3. Once payment is processed your invoice and items will be placed on the bench situated outside the front doors for you pick up.

 

If the items are not ready, or you did not request a refill in advance, PLEASE call us and ask us to get the items ready, DO NOT ENTER THE HOSPITAL UNLESS MEDICALLY NECESSARY! Once they are ready for pick up, the Client Care Specialist will call you, and proceed with the above-outlined protocol.

Picking Up Your Pet From Boarding

We ask clients to:

Call the office when they have arrived to pick up their pet

The Client Care Specialist will begin questioning whether or not you have had any respiratory symptoms, known or been in contact with someone who has tested positive for COVID-19 or has traveled out of the country.

If you answer YES to any of these questions, we ask that you remain outside the building. See the protocol below.

  1. The Client Care Specialist will process your payment over the phone,

  2. We ask that you wait at the end of the ramp that leads to the front doors for your pet.

  3. A member of our team will gather your pet’s belongings and your pet and meet you at the end of the ramp on the front porch.

  4. We may limit communication in person during this time, but we are more than happy to chat over the phone about your pets stay.

If you answer NO to these questions please follow the protocol listed below

  1. The Client Care Specialist will process your payment over the phone,

  2. You may enter the lobby while you wait for your pet and their belongings

Please know that we will continue to monitor the situation and will remain as diligent as possible in the care of our clients, patients, and the team as this situation evolves.

Communication is something that we pride ourselves on at 434 Animal Hospital and it is our promise to continue to uphold our values of accountability, patient care, support and compassion through this stressful time.

Sincerely,

Dr. Ehlers

Owner

Jessica

Practice Manager