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 Policy
We ask you to 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 10 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 in a timely manner 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 emergencies or day admissions. Additional fees will apply.
No-show Policy
Due to the increasing number of no-show appointments, we will ask clients that miss multiple appointments to pre-pay their exam fees when they reschedule. Once the pre-paid appointment is kept, future exams can be scheduled without advance payment. If the prepaid appointment is missed, the exam fee is forfeited. Clients that miss three appointments will be forwarded their records so they can find another veterinarian that can better meet their needs.
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.