Hospital Policies

Learn about Hillcrest Veterinary Clinic’s policies for late arrivals, missed appointments, and authorized pet care representatives.

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Late Arrival Policy

At Hillcrest Veterinary Clinic, we strive to provide timely, high-quality care to all pets. When clients arrive late to scheduled appointments, it can impact our ability to care for every patient and maintain an efficient schedule. To ensure fairness and provide the best care possible, we ask clients to review the following guidelines:

Definition of Late Arrival

  • Late: Arriving 15 minutes or more after your scheduled appointment.
  • Very Late: Arriving 25 minutes or more after your scheduled appointment.

Guidelines

  • 0–15 Minutes Late: We will do our best to see you as scheduled. Please note that repeated late arrivals may reduce the length of your appointment.
  • 16–25 Minutes Late:
    • For routine visits (wellness exams, follow-ups), we may need to reschedule if the provider cannot accommodate a shortened appointment.
    • For urgent visits, we will accommodate, if possible, though you may experience a brief wait.
  • 26+ Minutes Late:
    • Routine visits are typically rescheduled.
    • Urgent cases are reviewed by a veterinarian to determine if immediate care is necessary. We will offer the earliest available slot if rescheduling is required.

Why This Policy Matters

Late arrivals can affect other patients and clients. Following this policy helps us:

  • Give each patient and client the time and attention they deserve.
  • Maintain a smooth and efficient schedule for everyone.
  • Ensure fairness for all clients waiting for care.

Chronic Tardiness

If a client repeatedly arrives late, we may require scheduling adjustments or additional steps to ensure timely care, including the potential need for a deposit for future appointments (see our Missed Appointment & Deposit Policy).

We appreciate your understanding and cooperation. Thank you for helping us provide the best care possible to every pet.

Missed Appointment & Deposit Policy

At Hillcrest Veterinary Clinic, we do our best to accommodate every patient who needs care. When an appointment is missed without notice, it limits our ability to help other pets in need.

To keep our schedule running smoothly and ensure fair access to care for all patients, we kindly ask that clients notify us at least 24 hours in advance if they need to cancel or reschedule an appointment.

After three missed or late-canceled appointments, a deposit equal to the cost of your scheduled visit will be required to book future appointments.

  • This deposit will be applied toward your visit when you arrive as scheduled.
  • If you do not show up or fail to cancel in advance, the deposit will be forfeited.

This policy helps us provide timely care to every pet who needs us.

We appreciate your understanding and cooperation!

Client Authorization & Responsibility Policy

  1. Authorized Representatives
    Clients may designate another individual (such as a family member, friend, or pet caregiver) to transport or drop off their pet for appointments. This designated person is referred to as the Authorized Representative.
  2. Consent for Treatment and Estimates
    If the Authorized Representative is present at the time of drop-off, they may be asked to review and sign treatment plans or estimates on behalf of the client. By allowing this individual to act in this capacity, the client grants permission for the clinic to rely on their authorization for treatment and associated costs.
  3. Financial Responsibility
    All charges approved by the Authorized Representative will be considered binding and the responsibility of the client. The clinic is not responsible for disputes arising from miscommunication between the client and their designated representative.
  4. Advance Communication Recommended
    To avoid confusion, clients are strongly encouraged to discuss anticipated services, treatment preferences, and cost limitations with both the clinic and their designated representative prior to the appointment.
  5. No Verbal Authorization Assumed
    If the clinic is unable to reach the client for approval and the Authorized Representative is not authorized to make decisions, treatment may be delayed except in cases of medical emergency.
  6. Updating Authorization
    Clients may update or revoke their Authorized Representative(s) at any time by notifying the clinic in writing.
Acknowledgment:
I understand and agree to the above policy. I authorize the following individual(s) to act on my behalf for drop-offs, treatment decisions, and estimate approvals as outlined above.
(Name / Relationship / Phone Number)
Clear Signature