Update: July 13th, 2020
Dear Malletts Bay Veterinary Hospital Clients,
We first want to thank you for your business and support as we continue to navigate and adapt to these ever changing circumstances. As of now, we will continue to provide curbside concierge services for the foreseeable future; this means only staff members will be allowed in the building at this time. We want to be able to continue to provide care and services while keeping you, our community, and our staff healthy.
As a reminder, if you have been in contact with someone who has had COVID-19, please reschedule your appointment for after your quarantine has completed or you have tested negative. If you have traveled to areas that require quarantine upon return, please reschedule your appointment for after the quarantine period or negative test. If you are positive for COVID and your pet is in need of medical attention, please call and we will make special arrangements. As a courtesy to our staff, we ask that you please wear a face covering and adhere to social distancing guidelines as best you can when interacting with our staff members.
In an effort to reduce hold times and phone traffic, you will now be able to send a text message to the office to let us know you have arrived for your appointment or that you are here to pick up products. Please note that this is a different phone number. The primary line will not receive text messages.
We have installed numbered parking space signs to help our staff locate you. Please park so you can see the sign, the number to text is also listed on the sign.
Due to the high demand for appointments and limited capacity for appointments, our cancellation policy is as follows: If your appointment is cancelled within 24 hours or you do not arrive for your appointment at the scheduled time, a deposit will be required to reschedule your future appointment. If you are more than 10 minutes late for your appointment, it will be rescheduled at our discretion. We are doing our best to accommodate appointment requests and see patients within a timely manner. Inability to adhere to the scheduled appointment time restricts us from seeing more urgent appointments. Please allow ample time for rescheduling and please do not wait for us to confirm your appointment to reschedule. If you would like to receive appointment reminders via text or email, we would be happy to enable your account to receive notifications.
For pets needing end of life services, we will only be allowing one family member to be present in the building, during this process. A mask covering the nose and mouth will need to be worn at all times, even when a veterinarian or staff member is not in the room. Additional family members are welcome to be present “virtually” via Facetime or other video call. For additional information, please feel free to reach out to us directly.
Our staff is working tirelessly to ensure your pet(s) continue to receive the high standard of care we strive for. Your kind words and gestures mean more to us than you know and your patience and cooperation is very much appreciated. If you have any further questions regarding our COVID-19 policies and procedures, please do not hesitate to reach out to us.
Samantha Rand, MBA
Dear Malletts Bay Veterinary Clients,
In light of current events, we have decided to limit the number of people who are coming into our hospital. Therefore we are initiating curbside concierge services so we can continue to provide care to your pets and keep you, our community, and our staff healthy. If you have an appointment already scheduled and you have been in contact with someone who is not feeling well or has tested positive, please call so that we may make special arrangements. Please do not attend your appointment if you are under the weather.
To help prevent the spread of COVID-19, we will be conducting our patient intakes over the phone. We are asking you to call the office when you arrive at Malletts Bay Veterinary Hospital and provide us with a cell phone number. One of our technicians will call you back shortly to take a complete history over the phone; once this is complete they will escort your pet into our hospital. The exam and services will be conducted by one of our veterinarians who will then be in touch with you regarding their exam findings and recommendations. When services are completed, our staff member will bring your pet back to you. If you have questions or concerns regarding this procedure, please contact the office.
We please ask that you call in prescription and food orders ahead of time. We may ask for payment ahead of time as well. You are welcome to pay by a credit card or we can provide the total amount to pay by cash or check. When you have arrived at the hospital, please call and we will then deliver your pet’s foods and medications to your car. If you are unable to come to the office to pick up prescriptions and/or food, we do offer home delivery of certain prescriptions and prescription diets. We would be happy to get your account set up, it is quick and easy.
We expect our call volume to increase during this time. If your call is not an emergency, you may also send us an email at Mallettsbayvet@gmail.com and we will be in touch with you shortly. We will be posting updates to our Facebook page: @MallettsBayVet should anything change with our business hours, we will call those who may be affected by that change.
We are asking for your patience and cooperation during this time. The safety of our staff and our clients is of the utmost importance. Should you have any questions or concerns please do not hesitate to call. We greatly appreciate everyone’s patience during this time.
Samantha Rand, MBA Practice Manager