Hospital Policies

Below is a list of our policies. If you have any questions please feel free to give us a call.

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Our Hospital Policies

Scheduling

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 Urgent Pet Care in Papillion.  Call us before seeking care because we have limited urgent care appointments reserved in daily schedules.  If we have reached maximum patient capacity, we will refer you to an emergency hospital so your pet may receive timely care.  Schedule appointments by phone at  402-389-3356, book online at https://petcare.vettersoftware.com/new-visit?vetId=M0hXa3VGNERNZ0tkdTRkRjBlK2xheHU3Qmw0V2lpMGdPMXpUL1RTcDBqRT06OtRz1YvGwxaQxx1s5295Re0, or through our mobile app https://lonetree.vet/pet-portal-app/.  For after-hours emergency care, contact Urgent Pet Care in Papillion ( https://urgentpetcareomaha.com/) at 402-597-2911.

Our veterinarians are not available for consultations outside of scheduled appointments and subsequent follow-ups.  If you want to speak directly to a veterinarian about your pet’s health concern, please schedule an appointment.  If you are unsure whether you need to consult with a doctor, call our client service team.

Late/No-show Policy

Our Commitment to Timely Care

Our veterinary-client-patient relationship is built on mutual trust and respect. To ensure every patient receives dedicated and timely care, we have implemented the following appointment and scheduling fee policy. We provide multiple text and email reminders to help you prepare for your pet’s visit.

Scheduling & Deposit Policy

To secure an appointment, we require a scheduling fee paid at the time of booking. This fee will be applied directly to your invoice at the end of your pet’s visit.

  • Exams & Consultations: The scheduling fee is equal to the full cost of the exam.

  • Surgical Procedures: A $150 scheduling fee is required to reserve a surgical appointment.

This policy helps us manage our schedule effectively and ensures we can provide care to as many patients as possible.

Cancellation & Rescheduling

If you need to reschedule or cancel an appointment, please call us at least 24 hours in advance.

  • If you provide more than 24 hours’ notice, your scheduling fee can be refunded or applied to a future appointment.

  • If you reschedule or cancel with less than 24 hours’ notice, the scheduling fee is forfeited.

If you reach us after business hours, please leave a voicemail. Your message will be time-stamped, and the policy will be applied accordingly.

Late Arrival & No-Show Policy

We ask you to arrive before your scheduled appointment time. A grace period of 10 minutes will be granted for unforeseen delays.

  • Late Arrival: If you arrive more than 10 minutes late, we may need to reschedule your appointment to honor our commitment to other clients. This will be treated as a cancellation with less than 24 hours’ notice, and the scheduling fee will be forfeited.

  • No-Show: A “no-show” is a client who misses an appointment without any notice. In this case, the scheduling fee is forfeited.

  • Multiple Missed Appointments: Clients who have three or more late arrivals or no-shows may be required to seek veterinary care elsewhere.

We appreciate your understanding and cooperation. This policy allows us to better serve all our clients and patients with the dedicated care they deserve.

Payment Policy

Payment is required when services are provided. Prepayment may be required prior to services such as emergencies, infectious disease cases (i.e., Parvo), and new clients. For your convenience, we accept cash, credit, and debit cards. We offer financing options through CareCredit and Scratchpay and work with any pet health insurance provider. We provide treatment plans with services and fees for hospitalized patients and surgical and dental procedures. If medical circumstances unexpectedly change, we promise to keep you informed on care as well as costs. You may ask about the cost of your pet’s care any time.

See our payment options here.

Mutual Respect Policy
Our compassionate and knowledgeable team can answer your questions and concerns, including our client service representatives, licensed technicians, and veterinary assistants. 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 VCPR Policy
By law, we must establish a veterinary-client-patient relationship (VCPR) to provide medical care for your pet. This is defined in Nebraska statute 71-8908 as our doctor physically examining your pet within the past 365 days. A VCPR is required to request refills of prescription medications and food, ask questions about 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 adoption of new pets, housing verification, or scheduling of boarding, daycare, training, or veterinary specialist appointments. Medical records will be transferred by your request on the next business day. Record transfers may only be made by the listed agent(s) on the account. Upon termination of the VCPR, we will transfer pets’ records by email to a veterinary hospital of your choice.
Outside Pharmacy Prescriptions

If you prefer to have your pet’s medication filled at an outside pharmacy, please note that a written prescription from one of our doctors is required. This ensures that your pet’s medication is prescribed accurately and safely.