Information and policies from our team

Current COVID Information and Policies:

Our office is open! Masks are now optional within our building. Please help us to continue to social distance by limiting the number of people in the lobby and remaining six feet apart from other clients and from staff members as much as possible. We understand that COVID has presented significant challenges in our lives and that stress is at an all-time high. Please know that our team is doing the best we can to help as many families as possible as we see an unprecedented number of patients every day. We appreciate your patience and grace if wait times are a bit longer than typical or if you find it hard to get through on the phone lines.

Novey Animal Hospital is committed to offering a safe and healthy environment for our clients, your pets, and our hospital team. Our goal to provide seamless and available care is a priority that remains unchanged. As a medical facility, we have always had routine disinfecting and cleaning protocols in place to control the spread of infectious diseases in our facility. We will continue those efforts and have increased the frequency of those measures during this time of increased risk. Our team is dedicated to remaining open to providing essential care for the pets and families we serve. To ensure we can continue to do so and comply with federal, state, and local regulations, we have made several policy changes. We will continue to monitor to COVID pandemic and adjust procedures as necessary.

If you are symptomatic or if anyone in your household is in quarantine or has been exposed to someone known to have COVID-19:

It is essential that anyone displaying symptoms of COVID-19 (fever, cough, or shortness of breath) or who has been exposed to someone who has tested positive for COVID-19 or has a pending test for COVID-19 not come to the hospital. Additionally, if anyone in your household is under quarantine, your pet should only be seen for urgent or emergency veterinary care until your quarantine is over. We will work with your family to triage your pet and address your concerns as safely as possible and provide a way to have your pet seen, if necessary, through an in-person or telemedicine exam. Please call us at 850-878-8800 to discuss your pet’s symptoms.

Appointments and Scheduling
We are currently scheduling all examination types, sick patient examinations, technician appointments, and minor grooming appointments for baths, nail trims, and anal glands. Our boarding facilities are also open. You may schedule your pet’s appointment in an in-person, curbside, or drop-off format. Please call our office, and submit an appointment request through the website or through the Pet Pro Connect app. There will be a limited number of in-person examinations per day to continue to adhere to social distancing guidelines.

Pre-Visit Paperwork:
Help us to expedite your pet’s visit by checking in through the Kiosk link that will be sent via email the evening prior to the appointment. The information you provide helps our staff to fully and appropriately address your concerns in a timely manner; the more information you can provide, the better. Please also feel free to include additional information that may not be specifically requested if you feel it is pertinent to your pet’s visit.

If you are unable to check in prior to your appointment, you will have the opportunity to check in through the Kiosk on our tablets when you arrive. Please allow 5-10 minutes to fill out the paperwork.

Drop-off Appointments:
Your pet should be dropped off between the hours of 7 am, and 9 am unless previous arrangements have been made. Please help us to expedite your pet’s visit by checking in through your kiosk link prior to your appointment. When you arrive, please enter the building with your pet. A staff member will greet you and help you to remove your dog’s leash and collar. Please take these with you. Cats should arrive in carriers. They will be taken into the treatment area, removed from their carriers, and the carriers will be returned to you.

Patients will be triaged by the nursing team and will be examined by the doctors in the order of urgency, as their problems dictate. Patients dropped off for annual examinations or those with non-urgent illnesses may be seen later in the day if patients requiring more care are in the hospital. Most patients will be able to be picked up between 4 pm and 6 pm, although an earlier pickup may be possible with prior notice or if your pet’s visit has been completed earlier in the day. If you haven’t received an update by 4 pm, please give us a call or reach out via the app to get an update.

In-Person Appointments:
You should arrive 5-10 minutes prior to your pet’s scheduled appointment time. Masks are now optional within our building. Please let the team know if you require any medication refills during your pet’s visit. Once your appointment has been completed, you will typically be checked out in the exam room.

Wait With/Curbside Appointments:
We are still offering Wait With/Curbside appointments for those who wish to remain in the parking lot during their pet’s visit. You should arrive 5-10 minutes prior to your pet’s scheduled appointment time. You may choose to wait in the parking lot or run some short errands. Expected wait times may be up to 1-2 hours, depending on the needs of your pet. We will do our best to expedite your pet’s care if you choose to wait during your pet’s appointment. Please call us when you arrive to let us know. You will be asked to bring your pet into the lobby, where a team member will begin care. Please help us to expedite your pet’s care by checking in via the Kiosk prior to your visit. If you are unable to check in prior to your appointment, you will be asked to complete your check in on our Kiosk tablet prior to leaving the lobby.

Boarding Appointments:
Pets may be dropped off between the hours of 7 am and 5:30 pm Monday through Friday. Dogs who are boarding will receive a complimentary nail trim and bath during their stay. Please give us a call if your expected pickup time or date changes. Boarding pickups on the weekend take place between 5 pm and 5:15 pm.

Medications/Retail Products/Food
We have a fully stocked pharmacy and retail product list for your convenience. Please call ahead or make a prescription refill request through the Pet Pro Connect app or the website to ensure that your needed items are ready for you to pick up. Please allow up to 24-48 business hours for medications, food, and retail products if at all possible. Controlled substances will require 48 hours notice for refills to be processed. To expedite the pickup of your items, payment can be made over the phone prior to your arrival or directly through email or text message. You may also request prescription refills via our online pharmacy. Items may take up to 7-10 days to arrive once the prescription has been approved.

Purina Veterinary diets, Pro Plan over-the-counter diets, and Hills Prescription Diets may be ordered direct to your door through the Purina and Hills direct ship programs for home delivery. Royal Canin diets can be ordered directly through our online pharmacy for home delivery. Click on our Online Pharmacy page to order!

Pickup Protocol
To expedite your pickup, you may call prior to arrival to complete the discharge process. Once you arrive, come inside to let a team member know that you have arrived. If not done prior, a Client Services team member will go over the services completed during your pet’s visit, and any medications recommended, and process your payment via credit card, cash, or check. Please remember to bring back your pet’s collar/harness and leash or their carrier when you return for pickup. Cats will not be allowed to leave the building unless they are in a carrier. Dogs must leave on a leash. There will be no exceptions. Don’t forget your pet’s medications, retail products, and report card when you leave.

We understand that stress levels are at an all-time high and that COVID-19 has presented significant challenges in our lives. We ask that you please continue to be patient with our team. We are doing our very best to maintain our level of exceptional service.