Frequently Asked Questions
Our team at Macleod Trail Animal Hospital strives to provide quality, compassionate care for you and your pet through excellent client and patient care with full transparency. We appreciate you take the time to review the information below.
Appointments
Our standard appointments are 30-60 minutes long unless otherwise stated at the time of booking. Please allow for this amount of time in your schedule.
Appointments can be booked by calling us during business hours. Or by emailing us or filling out our appointment request form at your convenience. We follow up with most appointment requests within one business day.
For the protection of your pet and other clients, all dogs must arrive with a leash and all cats must arrive in an appropriate carrier.
Late Arrivals
Arriving late for your appointment may cause us to run late for our other scheduled appointments which put extra stress on our team. If you are more than 10 minutes late, your appointment will be rescheduled.
Please contact the clinic as soon as you know you will be late for your appointment. Depending on the veterinarian's schedule and how late your arrival will be, we may be able to accommodate you.
Cancellations and Rescheduling
We understand that your personal schedule and your pet's condition may change. Please contact the clinic as soon as you know if changes to the appointment need to be made.
Appointments require 24 hours' notice if you need to cancel or reschedule. Surgeries require 48 hours' notice if you need to cancel or reschedule.
We understand unforeseen circumstances occur. Please call and speak to us and we will do our best to help!
Zero Tolerance Policy
At Macleod Trail Animal Hospital, our dedicated team is committed to providing exceptional care for your beloved pets. We prioritize empathy and compassion in all our interactions—whether with your pets, our team, or our clients. We kindly ask that everyone communicates with mutual respect and understanding. To protect the safety and well-being of both our team and clients, we have established a zero-tolerance policy for any form of disrespect or abuse. Please be aware that non-compliance with this policy may result in the discontinuation of our veterinary services. Our goal is to foster a positive, respectful environment where our community and their pets can thrive.
Emergencies
We are a general practice veterinary clinic operating by appointment only. Urgent and emergency cases may be seen if appropriate but may be best served at one of the nearby emergency hospitals. Please phone or contact us online and our client service representatives will As we primarily operate by appointment, we will take on emergency cases only if our schedule allows during our hours of operation.
We do our best to accommodate same-day appointments through standby appointments. This means we will give you an appointment arrival time and our veterinarians will examine your pet between their scheduled appointments. However, if we are fully booked and can not provide proper care for your pet, we may refer you to one of the many emergency veterinary hospitals located in Calgary.
Active Veterinarian-Client-Patient Relationship (VCPR)
An active veterinarian-client-patient relationship is required in order for a veterinary hospital to provide prescription medication or medical advice for a pet. This may be in the form of annual health exams by one of our veterinarians to maintain this relationship.
Refilling Prescriptions
You may request a prescription through our website, email, or phone. Please have your previous prescription handy as we will ask to verify the medication name, concentration, amount, and directions for use. While we do our best to refill medications as quickly as possible, we request 24 hours notice for prescription refills and 5 days notice for all compounded prescription requests. Medications not picked up within 2 weeks will be reshelved.
Returns
All prescription medications and neutraceuticals/supplements are non-refundable and will be properly destroyed in accordance with local law.
Veterinary diets, treats, supplies, and other ancillary products may be eligible for return, provided they are unopened, in their original packaging, and have best before dating of at least 12 months. Your return may be subject to a 10% supplier restocking fee.
Payment Options
We require full payment at the time that services are rendered.
Payment options include: Cash, Debit, VISA, MasterCard, and American Express.
We work with all pet insurance providers. Unless direct billing arrangements have been made, payment is due at the time of service. Our team of Client Care Specialists are happy to provide you with a detailed receipt for your insurance claim and can often submit a claim directly to your insurance provider on your behalf. Don't have insurance or would like to know more? Ask one of our knowledgeable team members for more information!
While we do not offer payment plans directly, we can assist with financing options through Scratchpay. Scratchpay provides fast, pre-approved loans to those who need assistance.
