Hospital Policies

Hospital Policies

Appointment Policy

Our Emergency-Critical Care department is open 24 hours a day to provide care for pets on an emergency basis. Each pet will be seen as soon as possible based on the seriousness of his or her condition. Pets referred to one of our special services will be seen by appointment. Please call us at 1-508-668-5454 to schedule an appointment.

Admission

Your pet has been admitted to Tufts VETS for treatment. We know how special your pet is to you, and we will keep you informed of your pet's condition with updates and timely notification of changes in your pet's status.

All of our hospitalized patients receive the best care possible. Our doctors will update you daily by 11:00 a.m. or by a mutually agreed upon time. If you have not received a call by 11:00 a.m. or the mutually agreed time, please call. Be assured that you will receive a call immediately if there is an important change in your pet's condition.

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 a cat carrier or on a leash.

Visiting

We understand that you are concerned about the welfare of your pet. It can be reassuring to your pet to receive a visit while hospitalized. Visiting hours are daily, 11am - 6pm. For exceptional circumstances, special arrangements can be made with the doctor. Please try to limit the length of time of your visit to allow your pet the needed rest and to avoid interruption of your pet's treatment (medication, blood work, etc.).

Payment and Pre-Payment Policy

You have been asked to leave a pre-payment of 75% of the maximum total bill of the treatment plan. The treatment plan may need to be adjusted if medical conditions change after admission. We will update you with any additional charges as needed.

You and your pet are important to us. We will make sure that your pet's stay is a comfortable one. A written report of your pet's treatment will be sent to your referring veterinarian upon discharge from Tufts VETS. However, referring veterinarians are always free to call Tufts VETS directly at any time.

We require full payment at the time that services are rendered. For your convenience, we accept Visa, MasterCard, AMEX, Discover, CareCredit, and cash.

Why We May Require A Pre-Payment When Making Your Appointment

The demand for veterinary care has skyrocketed, but the number of appointment slots cannot keep up with the demand. When someone does not show up for an appointment, it means that another pet, who desperately needs veterinary care, has missed an opportunity to be helped.

For this reason, Tufts VETS may require a pre-payment of the examination fee at the time of making an appointment. Our promise to you is that if you call or text to cancel your pet's appointment at least 48 hours prior to the time of the appointment, we will refund your pre-payment. If you call within 48 hours of the appointment and we are able to fill your pet's spot from a waiting list, then we will refund your pre-payment. If the appointment spot is not able to be filled your pre-payment is not refundable.

Rabies Vaccination Certificate

Massachusetts General Law Part 1 Title XX Chapter 140 Section 145B (c) requires that Tufts VETS verify proof of current rabies vaccination for all dogs and cats presented to our hospital. If you do not provide a current rabies certificate for your pet, it may result in Tufts VETS vaccinating your pet prior to discharge at your expense.

Medications

Per DEA regulations, we are unable to accept any medication returns.

Code of Conduct

At Tufts VETS we are committed to providing high-quality veterinary care in a compassionate, respectful, and safe environment for pets, clients, students, faculty, and staff.

We understand that having a sick or injured pet can be stressful and emotional. In return for our commitment to treat you and your pet with kindness, respect, and professionalism, we ask that all clients and visitors extend the same courtesy to our hospital team and fellow clients.

The following behaviors will not be tolerated, including but not limited to:

  • Threatening, intimidating, harassing, discriminatory, or abusive behavior, including foul or aggressive language
  • Physical violence or threats of violence
  • Disrespectful, disruptive, or demeaning conduct toward staff, students, clients, or visitors
  • Failure to comply with requests or instructions from hospital personnel
  • Allowing pets to intimidate or threaten people or other animals
  • Providing false or inaccurate personal, financial, or medical information
  • Recording conversations or staff interactions without permission
  • Entering the hospital while impaired by alcohol or recreational drugs
  • Entering the hospital with a weapon or firearm

Clients or visitors engaging in inappropriate behavior may be asked to leave the hospital immediately and may be denied future services.

If you witness concerning behavior or have safety concerns, please notify a member of our staff.