Before your visit, please review our hospital policies.
If you have any questions about any of our policies, please let us know using the contact form at the bottom of this page. Thank you for taking the time to review this information.
Patient Arrival Policy
For your protection, and that of others, all dogs must be on a leash and properly controlled while in the waiting area or exam rooms. All cats must be presented in an appropriate cat carrier or on a leash. You will be asked to fill out forms about yourself and your pet prior to your appointment. It can save time if these forms are filled out in advance and emailed to us. Forms can be found here. If your pet is coughing, sneezing, vomiting, or showing any other signs of a possible infectious disease, please keep your pet in your vehicle. Immediately after you arrive at the clinic inform our team that your possibly infectious pet is here, we will quickly escort you and your pet to an examination room in order to prevent the waiting area from becoming contaminated.
We are committed to ensuring that our policies, practices, and procedures are consistent in providing customer service to everyone. People with disabilities will have access to our goods and services. Our facility has wheelchair accessibility except for our washroom. Our team will assist you with any accessibility needs. If you require accessibility assistance, please contact us prior to your appointment. Comments on our services regarding how well your expectations are being met are always welcomed and appreciated. We will make every effort to assist you with your accessibility needs.
Appointment / Cancellation Policy
We ask that our clients provide us with at least 48 hours notice when canceling an appointment.
After two “no-shows” for your scheduled appointment or surgery, we will require a deposit of $100 prior to booking your next appointment. All appointments will be seen in this order; Emergencies, Scheduled Appointments and then Walk-ins. If we are in surgery, all emergencies will be referred to another animal hospital.
Fasting Patient Policy
Animals arriving for surgeries, sedation, anesthetics and or blood tests must be fasted unless otherwise told. If your pet is scheduled for surgery or an anesthetic, he or she should not have food after 10:00 p.m. the night before and water should be removed in the morning of the procedure. Please walk your dog prior to bringing him or her so that they have had a chance to evacuate their bowels and bladder. Animals coming to the hospital for blood testing should be fasted for at least 12 hours before the scheduled blood test. If your animal is on medication, please check with our receptionist before discontinuing the medication. Please call us for special instructions regarding puppies, kittens or diabetic animals.
Wilmot Veterinary Clinic does not perform medically unnecessary veterinary elective and non-therapeutic surgeries.
Hospital Hours and Emergency Policy
If an after-hours emergency occurs we advise you go to the Veterinary Emergency Clinic of Waterloo Region. There may be times when Dr. Lofsky is away during regular office hours when the Emergency Clinic is also closed, so we have arranged that the Animal Hospital of Cambridge will see you and your pet when Dr. Lofsky is unavailable. Please also note that we are closed on the Saturdays that occur on a holiday weekend. We do not provide 24-hour per day monitoring of patients. Should you wish to have your pet monitored 24 hours per day while hospitalized, please make arrangements with us to have your pet transferred to the Veterinary Emergency Clinic of Waterloo Region.
Payment is due in full at the time services are rendered. Unfortunately, we are not able to extend charge accounts to our clients. Acceptable payment methods include cash, debit and credit card. No personal cheques will be accepted. In some instances, a deposit may be required for significant emergency surgical procedures or hospitalized patients. Financing is available through ScratchPay and PetCard.
Raw Food Diet Policy
Wilmot Veterinary Clinic does not advocate and is against the use of raw food meat based diets as they are often incomplete and not balanced and pose a zoonotic risk to humans. For more information click here.
Compounded Preparations Policy
Compounding is the creation of a pharmaceutical preparation—a drug—by a licensed pharmacist to meet the unique needs of an individual patient when a commercially available drug does not meet those needs. A compounded preparation is not approved by Health Canada and consequently, may be associated with greater risk. This preparation has not undergone rigorous testing for efficacy and stability that an approved veterinary drug product has gone through. The reasons for utilizing a compounded preparation outweigh the potential risks and other alternative treatment(s) and the probable consequences that may occur if the proposed medication is not administered. As such we may prescribe and dispense this compounded medication with the best intentions for your pet. Please contact us if have any concerns with regards to using a compounded preparation.
Off Label Use Of Medication Policy
Many medications that are prescribed for pets are being used off label and thus are not approved by Health Canada to be used on your pet for this purpose. However, these drug products are either an approved veterinary or human drug with a drug information number (DIN) that have undergone rigorous testing for efficacy and stability. Off-label usage of a human or veterinary drug means that this product is being used in a way other than its intended use or against the recommended instructions and diagnostic testing suggested by the drug manufacturer. However, often with most off-label usage, there is considerable evidence in the veterinary literature on how to properly administer these medications to your pet. Reasons for utilizing this off-label drug product outweigh the potential risks and other alternative treatment(s) and the probable consequences that may occur if the proposed medication is not administered according to the drug manufacturer. As such we may prescribe and dispense this medication with the best intentions for your pet. For more information click here. Please contact us if you have any concerns with regard to using a product off-label. For information regarding the common side effects and any serious risks associated with the prescribed medication and for information on the proper storage, handling, and the means of administration of a medication visit Drugs.com.
Prescription Writing Fee Policy
If a prescription is requested to be filled at a pharmacy, we reserve the right to charge a prescription writing fee for the time taken to review your pet’s chart and to prepare the prescription.
Referral Fee Policy
Referral is the transfer of responsibility of diagnosis and treatment from a referring veterinarian to a receiving veterinarian. The referring veterinarian, Dr. Lofsky provides the receiving veterinarian with all the appropriate information pertinent to the case before or at the time of the receiving veterinarian’s first contact with the patient or the client. Due to the time required to copy and write a medical record summary and the time involved in scheduling the appointment we reserve the right to charge a referral fee.
Medical Records Policy
Obtaining your pet’s medical records from your previous veterinarian is essential for the continuity of patient care. Therefore, we will not see a patient unless we are given permission to contact the previous veterinarian for medical records.
When we receive a request to send your pet’s medical records to another veterinarian then Wilmot Veterinary Clinic reserves the right to charge a reasonable fee for producing copies of medical records. Factors that influence the cost include the number of pages, cost of staff time, courier or postage costs and the cost of any other related items.
Failure to pay the fee will result in only the relevant medical information to be provided verbally or in the form of a written summary rather than by a complete copy of the entire record.
Rabies and Spay / Neuter Certificates
We reserve the right to charge a replacement fee for lost or misplaced rabies certificates and spay/neuter certificates.
Euthanasia is an important and necessary procedure meant for the purpose of preventing unnecessary suffering when animals are terminally ill or injured. As it is a medical procedure, it is ultimately performed at the discretion of the Veterinarian as circumstances warrant. Euthanasia is appropriate when: An animal is terminally ill and can no longer be satisfactorily palliated or managed. An animal is so severely injured or ill that its prognosis for recovery with reasonably and commonly available treatment is very poor, grave or hopeless. An animal has a condition that can no longer be managed by reasonably and commonly available treatment. An animal has a severe aggression problem, and an appropriate treatment attempt has been made unsuccessfully.
Euthanasia is not appropriate and will not be provided when: An animal is minimally ill or injured, and no reasonable attempt at diagnosis or treatment has been made. The pet is unwanted, or the owner has died and “it’s in their will.” For the convenience of the owner (i.e. owner finds it easier not to provide care). Perceived old age (i.e. owner is of the opinion animal should not receive care because they’re too old). Age is not a disease. We have no way of predicting a patient’s life span any more than we could be expected to predict the client’s. It is not reasonable to base health care decisions on perceived old age other than as it may impact management and the individual’s prognosis. Responsible pet owners take care of their pets for their entire life. Please click here to learn more about the euthanasia process at Wilmot Veterinary Clinic.
Code of Ethics Policy
Privacy of personal information is an important principle to the Wilmot Veterinary Clinic. We are committed to collecting, using and disclosing personal information responsibly and only to the extent necessary for the services we provide. We also try to be open and transparent as to how we handle information. This document describes our privacy policies.
What is Personal Information?
Personal information is information about an identifiable individual. Personal information includes information that relates to the person’s characteristics (e.g., gender, age, income, home address or phone number, family status), health (e.g., health history, health conditions, health services received by them) or their activities and views (e.g., religion, politics, opinions expressed by an individual, an opinion or evaluation of an individual). Personal information is to be contrasted with business information (e.g., an individual’s business address and telephone number), which is not protected by privacy legislation.
What Information is Protected?
Wilmot Veterinary Clinic is responsible for protecting any of your personal information that it has in its possession. This includes all personal information collected for or submitted to a third party to which you have consented (example – laboratory samples).
Collecting and Using Your Personal Information:
We collect and use your personal information to:
Verify your identity
Comply with federal, provincial, local law and by-law requirements
Bill goods and services
Collect unpaid accounts
Make referrals to veterinary specialists and/or laboratories
Verify information with grooming or boarding facilities
Complete pet insurance information requests and claim forms
Information and surveys on your thoughts and opinions to allow us to improve services or service offerings
Your personal information may be collected, used or disclosed for any of the purposes identified above. If your personal information is not required for one of these purposes, we will not use or disclose it without your prior consent.
How Do We Gather Your Personal Information?
From you when you become a client at our clinic and complete our client registration form in clinic or online.
From reporting agencies (i.e. local humane societies, public health authorities)
From emails you send us requesting an address change or to be entered as a new client
How Do You Provide Us with Your Consent?
Your signature, as provided on a specific “Consent” document or upon becoming a client of Wilmot Veterinary Clinic
Your written, verbal, or implied consent obtained during an appointment
Your consent as provided by persons authorized by you to make decisions on your behalf
Wilmot Veterinary Clinic will make every reasonable effort to ensure that the personal information collected will be as accurate, complete and as up-to-date as possible for the purposes for which the information is to be used. We will make an effort to confirm your current address when coming in for appointments. If any of your personal information changes, please contact us and we will be happy to update our records. You may phone us at 519-696-3102 or send us an email to firstname.lastname@example.org
Protection of Information
Wilmot Veterinary Clinic shall safeguard and protect all personal information under its control by implementing appropriate security measures based on the sensitivity of the information.
Wilmot Veterinary Clinic shall ensure that our employees keep all personal information confidential and comply with the security standards established by this veterinary facility.
Wilmot Veterinary Clinic shall require that third parties to whom personal information is disclosed have committed to an appropriate level of security (which may include execution of a confidentiality covenant) in the protection of such information. Please review our third parties’ commitment to privacy; PetDesk, CDMV, Whiskercloud.
On the disposal or destruction of personal information, Wilmot Veterinary Clinic shall take the necessary precautions to prevent third parties from accessing such information and to maintain the confidentiality of this personal information.
Wilmot Veterinary Clinic will make specific information about our privacy policies and procedures available to any interested individual. Wilmot Veterinary Clinic will facilitate access to its personal information policies and procedures, including the identity of our Privacy Officer. Wilmot Veterinary Clinic will also ensure that individuals are able to gain access to their own personal information.
Individual Access to Personal Information
An individual providing personal information to Wilmot Veterinary Clinic will be informed of our personal information policy. This individual can access the information in order to ensure its accuracy and completeness and shall be permitted to have it amended if it is inaccurate or incomplete.
Wilmot Veterinary Clinic will respond promptly to any request made by an individual to access his or her personal information. Wilmot Veterinary Clinic will maintain a full record of all third parties to whom personal information has been disclosed, and will make this record available to an individual whose personal information has been so disclosed.
Questions and Concerns Regarding Compliance with this Policy
An individual providing personal information to Wilmot Veterinary Clinic may address any questions, concerns or complaints to the Privacy Officer. Wilmot Veterinary Clinic will establish a procedure for processing any complaint about this personal information policy to ensure that all complaints are dealt with in an objective, fair and effective manner.
Privacy Officer Contact Information:
Wilmot Veterinary Clinic
1465 Trussler Road
Social Media and Correspondence Policy
By becoming a client of Wilmot Veterinary Clinic, you authorize Wilmot Veterinary Clinic to send correspondence to the address, email and text provided to us and to leave messages either with a machine or with a person at the phone number(s) provided on this form. You give consent to any of your present or future pets’ likeness (photo or video) being used for Wilmot Veterinary Clinic marketing purposes including use on our website, social media page(s) or another online forum.
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