Information and policies from our team
Current COVID Information and Policies:
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 disease 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 provide essential care for the pets and families we serve. To ensure we can continue to do so and to 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
At this time, our lobby remains closed to clients with few exceptions. We are currently scheduling all examination types including Annual examinations, Sick Patient examinations, technician appointments, and minor grooming appointments for bathing, nail trims, and anal glands. Our boarding facilities are also open. You may schedule your pet’s appointment in a drop off format or as a curbside/wait with type of appointment. Please call our office or submit an appointment request through the website or through our Pet Pro Connect app.
Please understand that our hospital is treating an unprecedented number of cases each day. This may equate to longer wait times and busier phone lines than typical. Please be patient as we try to help as many families as possible.
Pre visit Paperwork:
Thank you for taking the time to completely and thoroughly fill out your pet’s pre visit paperwork. The information you provide helps our staff to fully and appropriately address your concerns in a timely manner, so 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. To expedite the appointment process, you may fill out your paperwork ahead of time via our website here: https://novey.com/forms/
If you are unable to fill out pre-visit paperwork prior to your appointment time, the required forms will be available for you at arrival. Please see the arrival protocol below.
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 see the instructions below for the arrival protocol. Patients will be triaged by hospital staff and will be seen by the doctors in order of urgency as their problems dictate. Patients dropped off for healthy annual examinations may be seen later in the day if patients requiring more urgent care are in the hospital. Most patients will be able to be picked up between 4pm and 6pm, although an earlier pickup time may be available with prior notice or if your pet’s visit has been completed earlier in the day. If you haven’t received an update on your pet’s care by 4 pm, please give us a call or reach out via the app to get an update.
Wait With/Curbside Appointments:
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 for curbside appointments may be up to 1-2 hours depending on your pet’s needs. We will do our best to expedite your pet’s care if you choose to wait during your pet’s appointment.
Boarding consent forms can be filled out prior to drop off for your convenience through the website. Pets may be dropped off between the hours of 7 am and 5:30pm Monday through Friday. Boarding pets 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.
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 to ensure that your needed items are ready for you to pickup. Please allow up to 24 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. Items will then be placed in our outdoor bin for drive by pickup. 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!
Upon arrival, please leave your pet in your vehicle and come to the front door area. Next to the front door, or just inside the front door during inclement weather, you will find a hanging organizer. Select the paperwork sleeve from the organizer that is marked with your pet’s name. Included inside will be a care plan with the estimated fees for any expected services during your pet’s visit with us and pre-visit forms if they have not been filled out prior. Please allow other client’s access to the front door by stepping away from the door or returning to your vehicle to complete the necessary paperwork. Please look over the care plan and clearly indicate any declined services, write in any additional things your pet requires and sign the bottom. Please fill out any pre-visit forms not completed in advance. Please also indicate if you need any medication refills including flea/tick and heartworm preventatives. Don’t forget to request retail products such as supplements, dental products, ear cleansers, and shampoos.
Once you have completed the paperwork, please bring your pet into the vestibule area, locking the front door behind you. We are located on a very busy intersection, so care should be taken to securely leash your dog and carry cat carriers safely through the parking lot. Please do not enter the vestibule if another client or patient is already present. Cats, in their carriers, should be placed in the taped off square to the right. Dogs should be placed in the glassed-in room to the left. Collars, leashes, and clothing should be removed and taken home with you. Please close and lock the door to the glass room behind your dog to prevent inadvertent escapes.
Paperwork sleeves with signed care plans and pre-visit forms should be placed on the small table in the vestibule. Once your pet is settled, you may exit the vestibule area. A team member will then enter from the lobby side and take your pet back for care. If you have any questions or have further concerns during your pet’s arrival to the hospital, you may call the office at 850-878-8800.
To expedite your pickup, you may call prior to arrival to complete the discharge process. Once you arrive, please call the hospital. If not done prior, a Client Services team member will go over the services completed during your pet’s visit, any medications recommended, and process your payment via credit card, cash, or check. Your pet will be placed back into the vestibule area for pickup. You may come into the vestibule to pick up your pet once the team member has exited. Don’t forget your medications, retail products, and report card when you leave.
We understand that stress levels are at an all time high and that Covid 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