Downey Veterinary Hospital Policies

At Downey Veterinary Hospital, we value clear communication and mutual respect. Our hospital policies help maintain a safe, organized, and caring environment for pets, clients, and our veterinary team.

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Downey Veterinary Hospital Client Policies

At Downey Veterinary Hospital, our goal is to provide compassionate, high-quality care for your pets in a safe, respectful, and professional environment. Please review our hospital policies carefully. These policies help us ensure efficient operations, maintain the safety and well-being of all pets and staff, and provide clarity for our clients.

Please note that Downey Veterinary Hospital is a general practice hospital and does not provide emergency services. In the event of an emergency, we will refer you to the nearest emergency or urgent care facility.

Appointments must be scheduled in advance. Walk-ins may not be accommodated.

Scheduling Policy & Patient Medical History

A non-refundable scheduling fee is required at the time of booking to reserve your appointment.
Clients have 48 business hours to cancel or reschedule appointments. Cancellations will result in forfeiture of any previously collected scheduling fee, and the fee cannot be used to reschedule. For surgical appointments, a minimum of 72 business hours’ notice is required.
Pre-Visit Forms will be sent 72 hours before your appointment and must be completed before check-in.
If you cannot complete forms in advance, please arrive early so our team can assist.
The 10-minute late fee may apply if additional time is needed due to incomplete forms.

This form must be completed prior to check-in so our team can prepare appropriately.

New clients must also complete a New Client Agreement Form before their first appointment.
Please submit your pet’s medical records and vaccination history in advance. If unavailable, let us know which clinic to contact to obtain them.

Providing this information early helps our DVMs review your pet’s history and allows more time for discussion during your appointment.

Each appointment includes 25 minutes with the veterinarian for exam and consultation.
Additional treatments, if needed, will require at least 30 minutes for completion.
All treatments must be approved by signing a treatment plan that outlines expected costs.
Medication refill requests must be noted on your intake form as much as possible. This allows us to streamline the discharge process.
Please come prepared with questions so the veterinarian can address them within the scheduled time.
Additional or new concerns after the visit will require a progress exam or follow-up consultation.

Surgery Scheduling Policy

A pre-op exam and blood tests are required before any surgery. Surgery will not proceed without completed testing and DVM approval.
After clearance, an estimate will be sent. Scheduling is confirmed via call or text.
A scheduling fee of 10% of the low end of the estimate is required at the time of booking. This fee is non-refundable but will be applied to the total surgery cost.
Surgery must occur within 30 days of the pre-op appointment. Beyond 30 days, a new progress exam and bloodwork are required.
Cancellations or reschedules must be made 72 business hours prior to surgery to avoid forfeiture of the scheduling fee.
If no immediate date is available when rescheduling, clients have one week to call back. The 30-day limit still applies.
Growth/Mass Removal Surgery: All removed growths/masses will be sent for histopathology to confirm diagnosis and verify complete removal. Results are usually available 3–5 business days from submission. Turnaround times may vary depending on the lab.
On the day of the surgery, clients must arrive no later than 8:20 am. Our doors open at 8:00 am. This allows us to prepare all authorization forms and treatment plans, and for our team to be able to prepare for the surgeries with sufficient time.

Emergency Policy

In the event of an emergency while your pet is under our care, you will be presented with a CPR/DNR form that outlines options and associated costs. These forms will be provided for Surgeries and Drop-Off appointments. In the case that an emergency happens during a Wellness or Sick pet appointment, we will provide the form to the client immediately.
Our staff will act according to your chosen authorization.

Payment Policy

Payment is required in full at the time services are rendered.
We accept cash, debit, major credit cards, and approved third-party financing (e.g., CareCredit, Scratchpay).
Deposits may be required for certain procedures or treatment plans.

Late Arrival Policy

Clients arriving 10 minutes or more late may be accommodated after on-time appointments.
A $30 late fee will be applied to the invoice.
At check-in, clients must sign an acknowledgment of this policy.
Any previously paid scheduling fee for that appointment will be forfeited and must be recollected to schedule future appointments.

Clients have the option to cancel the appointment (forfeits any scheduling fee applied to the account), reschedule the appointment (to avoid forfeiting the scheduling fee), or stay and wait to be seen after on-time appointments and pay a $30 late fee.

All pets must be picked up and discharged by 6:00 PM, when the hospital closes.
We recommend arriving no later than 5:45 PM to allow sufficient time for discharge and to review any take-home instructions with our team.

If discharge time extends past 6:00 PM due to arrival after the 5:45 PM recommendation, it will be at management’s discretion to apply a late fee to account for staff members who must remain on-site after hours to provide these services.

Clients who arrive at or after 6:00 PM will be charged a late pickup fee of $15 for every 15-minute period.

Examples of late pick-up fees are outlined below:

Pick-up at 6:00 PM or later = $15 late fee
Pick-up at 6:16 PM = $30 late fee (two 15-minute increments)
Pick-up at 6:31 PM = $45 late fee (three 15-minute increments)

Please plan accordingly to ensure a smooth and timely discharge for your pet.

Refill Requests Policy

We require at least a 72-hour notice for all refill requests. No exceptions.
Most medications need veterinarian’s approval, so timing may vary.
If your pet is on long-term medication, we will follow our standard of care procedures that may require follow-up appointments with the primary veterinarian of your pet and regular lab tests. Clients are responsible for obtaining this information from the veterinarian or ask for clarification.
If a written prescription is needed due to us not having the Rx available through our in-house pharmacy or our Online pharmacy, we will provide one, but we do not email or mail in prescriptions to other pharmacies. The 72-hour notice period applies to written prescription requests for refills.

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Our Exam Room & Treatment Room Policy

Your pet’s safety is our top priority.

To ensure the best care possible, exam rooms are used only for examinations and consultations.

All treatments, procedures, and diagnostic work are performed in our treatment area, where our medical team has access to the equipment and space needed to safely care for your pet. For safety reasons, clients are not permitted in the treatment room.

This policy helps protect:

Our staff – allowing them to perform treatments efficiently and safely.
Our clients – preventing potential injuries that can occur when pets are anxious, excited, or fearful.
Our patients – providing a calm, focused environment to reduce stress during care.

We understand it can be hard to be apart from your pet, but please know this policy is in place because we care deeply about their safety, comfort, and well-being — and about yours, too.

Client Expectations & Pet Safety

Leash & Carrier Requirement:

All pets must be on a leash or in a secure carrier at all times while on hospital premises.

This includes the lobby, hallways, and treatment areas.
Our lobby is open, and the hospital faces a busy street, so this policy is critical to prevent accidents or escapes.

Client Responsibility:

Clients are responsible for supervising their pets until they are officially handed over to our staff for examination or approved treatment.
While our team will do everything possible to recover a pet that escapes, the safest approach is strict adherence to this policy.

Purpose

This policy ensures the safety of all pets, clients, and staff, and helps maintain a calm and controlled environment for care.

Rabies Vaccine Requirements

Dogs

State Law: In California, all dogs over four months of age are required by state law to be vaccinated against rabies. This is stipulated under California Health and Safety Code §121690
Vaccination Schedule: The initial rabies vaccination should be administered when the dog is at least three months old. A booster shot is required one year later, and subsequent boosters are administered every three years thereafter, provided the vaccine used is approved for that duration
Licensing: A valid rabies vaccination certificate is necessary to obtain or renew a dog license in California. The license period cannot exceed the validity of the rabies vaccination.
Hospital Policy: While we cannot enforce state law, it is a requirement of our hospital to provide care for all pets. Therefore, we require proof of current rabies vaccination for all dogs before offering services.

Cats

State Law: California does not mandate rabies vaccination for cats at the state level. However, some local jurisdictions may have their own requirements.
Vaccination Schedule: The initial rabies vaccination should be administered when the cat is at least three months old. A booster shot is required one year later, and subsequent boosters are administered every one to three years.
Hospital Policy: Regardless of state law, our hospital requires rabies vaccination for all cats prior to providing services. This policy ensures the safety and health of all animals and staff.

Requirement for Proof of Rabies Vaccination

If no valid rabies vaccination certificate is available for a pet (even if the vaccine was administered elsewhere), the rabies vaccine will be administered during the appointment. No exceptions will be made, regardless of when the previous rabies vaccine was given, unless the pet has an approved rabies vaccine exemption for the year.

Client Conflict & Refusal-of-Service Policy

At Downey Veterinary Hospital, we are committed to providing compassionate, professional care to each patient and respectful, clear communication with every client. We believe that a safe, respectful environment is essential for the well-being of our team, our patients, and the quality of care we deliver.

Right to Refuse or Terminate Service

We reserve the right to refuse or terminate services at any time, at our discretion, when client behavior is deemed unsafe, hostile, or disrespectful.
This includes (but is not limited to) verbal abuse, threats, demeaning or harassing language, intimidation, or any form of physical aggression.
In such cases, we may ask the client to leave or discontinue treatment, or direct the client to another facility.

Zero Tolerance & Workplace Safety

Our staff members, including veterinarians, veterinary technicians, assistants, receptionists, and support personnel, deserve a safe, harassment-free environment.
We adhere to a zero tolerance policy for rude, demeaning, hostile, or aggressive behavior (verbal or physical).
This policy aligns with the goals of the Not One More Vet (NOMV) movement, which advocates for the mental health, safety, and well-being of veterinary professionals. NOMV emphasizes that no veterinary professional should be subjected to violence, harassment, or abuse as part of their daily work. Not One More Vet

Professional Communication

All communication between clients and staff is expected to remain professional, respectful, and courteous.
If there is a misunderstanding, we are committed to working to clarify and resolve it.
However, repeated or escalating conflict may lead to service refusal, requests for mediation, or termination of the client–hospital relationship.

Termination & Continuity of Care

If service is refused or terminated, we will make efforts to provide emergency care (if necessary) or refer you to another veterinary clinic, where feasible.
We will document the reasons for refusal or termination in the patient record.
In jurisdictions where a Veterinarian–Client–Patient Relationship (VCPR) is required, we will take necessary steps to ensure ethical and legal compliance in discontinuing care.

Veterinarian-Client-Patient Relationship (VCPR) Policy

A valid VCPR is required by California law for our veterinarians to provide any medical advice, prescribe medications, or treat your pet. A VCPR is established when:

The veterinarian has sufficient knowledge of your pet’s health, typically through a recent examination or review of medical records.
You, as the client, agree to follow the veterinarian’s recommendations regarding your pets care.

Maintenance of VCPR

Our hospital will maintain the VCPR in our records for one year from the date of a medical problem or concern is noted in our system
After one year without an active medical issue or visit, the VCPR will expire for that medical issue, and a new exam will be required to re-establish VCPR for that medical issue.
Maintaining an active VCPR ensures safe and effective care for your pet, including the ability to prescribe medications and provide medical guidance.

This policy reflects legal requirements and helps ensure compliance while safeguarding your pet’s health. Please contact our office if you have any questions regarding your pet’s VCPR or ongoing care.

Medical Records Request Policy

At Downey Veterinary Hospital, we are committed to providing transparent and accessible medical records to our clients, in accordance with California law.

Client Rights and Responsibilities

Right to Access: Under California Business and Professions Code §4855, clients are entitled to a summary of their pet’s medical records upon request. The expectation is that these records will be provided within a reasonable amount of time. While the law does not specify an exact timeframe, we aim to provide summaries within 5 business days of the request.
Request Process: To ensure accuracy and confidentiality, please submit a written or verbal request for medical records summaries. This can be done via email, phone call, or in person. Include your pet’s name, your contact information, and any specific details regarding the records you require.
Authorized Recipients: If you wish for the records to be sent to another party (e.g., another veterinary clinic, specialist, or insurance company), please provide their name and email address. This allows us to send the records directly to them, ensuring timely and secure delivery.

Priority Handling for Urgent Cases

In cases of:

Emergency Care: When your pet is under emergency treatment.
Specialty Referrals: When referred to a specialist or specialty hospital.
Insurance Claims: When records are needed for insurance purposes.

We prioritize these requests to ensure that your pet receives the necessary care without delay. Providing the name and contact information of the receiving party helps expedite this process.

Retention of Records

Minimum Retention Period: In compliance with VMB regulations, we retain medical records for a minimum of 3 years from the date of the last entry. After this period, records may be destroyed unless otherwise required by law.

We are here to assist you and ensure that your pet’s medical history is accessible when needed.

Client Information & Authorization Updates

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Periodic Updates

Clients must provide updated forms at least once every 3 years.

It is the client’s responsibility to notify us of any changes to contact information, emergency contacts, or other relevant details.

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Authorized Decision-Makers

If there is a person authorized to make treatment decisions on behalf of the pet, the primary client must provide their full name and contact information.
If an unauthorized person brings a pet to an appointment without prior consent via text or email, our CSR staff will contact the primary client to obtain authorization.
The 10-minute late fee policy applies if authorization delays check-in.

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Transfer of Care

If the client wishes to transfer care of their pet to someone else, we require a signed written authorization. If the primary client is unable to provide a signed, written authorization letter, we will require authorization via email or text message associated with the primary client’s account. For your convenience, you can download/submit the Pet Relinquishment Form or use our email template to submit the required authorization. You can print and drop off the form, or send it via email or text.
The letter must include:

Date of authorization
Full name of new owner/caretaker
Full name of the primary client relinquishing care
Full name of the pet

This ensures clarity and proper legal responsibility for your pet’s care.

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Recording & Photography Policy

To protect the privacy and comfort of our staff, clients, and patients, Downey Veterinary Hospital strictly prohibits any audio, video, or photo recording on hospital premises without prior approval.
California law (Cal. Penal Code § 632) requires consent from all parties before confidential communications may be recorded.
Clients may not record or photograph staff, other clients, or any part of their visit using personal devices without explicit authorization.
Our hospital maintains security cameras for safety purposes, with visible signage posted.
Unauthorized recording or photography may result in immediate termination of service.
If recordings or photos are shared publicly without consent, Downey Veterinary Hospital reserves the right to pursue legal action as appropriate to protect staff privacy and safety.

Acknowledgment & Transparency

We appreciate the trust our clients place in our team and are committed to transparency in all aspects of care.
To ensure understanding, all clients moving forward from 10/10/25 must sign an agreement confirming they have read and understood these hospital policies.

This is included for new clients in the New Client Form.
Returning clients can review and sign during form renewal or as otherwise requested.

A link to these hospital policies will be included at the bottom of all emails for easy access.
Policy Updates: These policies are subject to change at management’s discretion to reflect evolving standards, regulations, or best practices.