Question 1

Patient Arrival Policy

Accepted Answer

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. Please complete your pet’s history form (https://tinyurl.com/Chckup-history)prior to your pet’s appointment.  If you or your pet is coughing, sneezing, vomiting, or showing any other signs of a possible infectious disease, please remain in your vehicle with your pet. Once you arrive, please call us at 519-696-3102 (tel:+5196963102)and we will provide you with further instructions.

Question 2

Accessibility Policy

Accepted Answer

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.

Question 3

Appointment / Cancellation Policy

Accepted Answer

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.

Question 4

Fasting Patient Policy

Accepted Answer

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.

Question 5

Surgery Policy

Accepted Answer

Wilmot Veterinary Clinic does not perform medically unnecessary veterinary elective and non-therapeutic surgeries.

Question 6

Hospital Hours and Emergency Policy

Accepted Answer

Please contact us during our regular office hours M-F 8 am-6 pm and Saturday 8 am-12 pm. Please note we’re closed on Saturdays that occur on a holiday weekend.  If we’re unavailable for non-emergencies try our telemedicine service.(https://wilmotveterinaryclinic.com/pet-telemedicine)  If after-hours or if you’re uncertain your pet needs emergency care please call the Emergency Veterinary Clinic of Waterloo Region (https://www.emergencyvc.ca/)at  519-650-1617 (tel:+15196501617)or this 24/7 Registered Veterinary Technician Hotline at  647-695-5411.(tel:+16476955411)

We do not provide 24-hour per-day monitoring of patients. Should you wish or if your pet requires to be monitored 24 hours per day we will make arrangements to have your pet transferred to the Emergency Veterinary Clinic of Waterloo Region. Wilmot Veterinary Clinic is a member clinic of the Emergency Veterinary Clinic of Waterloo Region.

Question 7

Payment Policy

Accepted Answer

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 Humm.(https://humm-canada-prod-web-app.herokuapp.com/application?retailerId=001OO00000HI3IbYAL)

Question 8

Raw Food Diet Policy

Accepted Answer

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 read our attached PDF.

Question 9

Compounded Preparations Policy

Accepted Answer

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.

Question 10

Off Label Use Of Medication Policy

Accepted Answer

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.(https://www.drugs.com/vet/)

Question 11

Prescription Writing Fee Policy

Accepted Answer

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.

Question 12

Referral Fee Policy

Accepted Answer

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.

Question 13

Medical Records Policy

Accepted Answer

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.

Question 14

Rabies and Spay / Neuter Certificates

Accepted Answer

We reserve the right to charge a replacement fee for lost or misplaced rabies certificates and spay/neuter certificates.

Question 15

Euthanasia Policy

Accepted Answer

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 (https://wilmotveterinaryclinic.com/euthanasia)to learn more about the euthanasia process (https://wilmotveterinaryclinic.com/euthanasia)at Wilmot Veterinary Clinic.

Question 16

Code of Ethics Policy

Accepted Answer

Dr. Lofsky has taken the Veterinarian’s Oath (https://www.canadianveterinarians.net/about/veterinary-oath)and will abide by the principles set out in the  from the College of Veterinarians of Ontario.

Question 17

Privacy Policy

Accepted Answer

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

Send out health care product and service reminders via Chckvet.(https://chckup.app/privacy-policy)

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 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

From our third-party providers; Chckvet.(https://chckup.app/privacy-policy)

Your Consent
In general, by submitting information to us when using Wilmot Veterinary Clinic products and services, you are providing your consent to the collection, use, and disclosure of personal information as set out in this Privacy Policy. Consent may be withdrawn at any time, subject to legal or contractual restrictions and reasonable notice; however, without such consent, we may limit the services or products we are able to provide our customers.  We may require your consent before we collect, use or disclose any of your personal information, except under special circumstances, including police and/or cruelty investigations or other situations permitted by law.

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

In general, by submitting information to us when using Wilmot Veterinary Clinic products and services, you are providing your consent to the collection, use, and disclosure of personal information as set out in this Privacy Policy. Consent may be withdrawn at any time, subject to legal or contractual restrictions and reasonable notice; however, without such consent, we may limit the services or products we are able to provide our customers.

Accuracy
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.

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; Chckvet (https://chckup.app/privacy-policy)

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.

Transparency
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
Kitchener, ON
N2R 1S7
Attn: Privacy Officer
Telephone # (519)-696-3102 (tel:5196963102)or at wvc@kwvet.com  (mailto:wvc@kwvet.com)

Question 18

Social Media and Correspondence Policy

Accepted Answer

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.

Question 19

The Veterinary Client Patient Relationship (VCPR)

Accepted Answer

A Veterinarian Client Patient Relationship exists when; 1) the veterinarian takes on the responsibility for providing your individual pet with veterinary care, 2) When the client has indicated a willingness to accept the advice of the veterinarian 3) When the veterinarian has sufficient and recent knowledge of your pet to provide a diagnosis, medications and a treatment plan.

The purpose of this relationship is to allow a veterinarian to know you and have sufficient and recent working knowledge of your pet so that you have confidence in our advice and recommendations so that your pet will benefit from the appropriate care, medications, and treatment.

To help facilitate this relationship below is a summary of our veterinary practice, and more detailed information can be found on our website.

Dr. Lofsky graduated from the Ontario Veterinary College in 1999 and has been practicing as a veterinarian since graduating. Dr. Lofsky will be your pet’s primary care veterinarian as this is a one-veterinarian veterinary practice. We have a total of four other people on our team that has had formal education in the animal health care field. To learn more about Dr. Lofsky’s special interests and team,  click here.(https://wilmotveterinaryclinic.com/about) To contact us, please send an email, text, or phone to  519-696-3102.(tel:+5196963102)  When we’re unavailable for non-emergencies you can use our telemedicine service, for emergencies you can contact the  Emergency Veterinary Clinic of Waterloo Region (https://www.emergencyvc.ca/)at 519-650-1617 (tel:+15196501617)or this 24/7 Registered Veterinary Technician Hotline at 647-695-5411.(tel:+16476955411) If  Dr. Lofsky feels your pet needs care that is above his knowledge, experience, or skillset, he will recommend that your pet be seen by a specialist while maintaining and continuing ongoing care for your pet even after the referral. During your appointment, we’ll provide you with the many options available to care for your pet. Additionally, we have many resources on our website (https://wilmotveterinaryclinic.com)and some that we can email you to help educate you so that you can make an informed decision on how to care for your pet. We’ll also provide an itemized estimate and invoice to help understand the costs associated with the appropriate and agreed-upon care, diagnostics, and treatments.

Unfortunately, not all relationships last forever, and there are certain situations when you will be properly notified that our relationship needs to be discontinued.

1) A client’s persistent non-adherence to proper treatment plans, resulting in potential threats to the welfare of the animal
2) A difference in philosophy as to the approach taken for diagnosing and treating animals
3) Verbal abuse and/or threatening behaviour of a client towards the practitioner and/or hospital staff
4) Unreasonable demands for unnecessary medications and services or for illegal or unethical actions
5) Non-payment of fees owed for services rendered.

This relationship will also naturally discontinue without notification under the following circumstances.

1) The death of a patient
2) After a given period of time such that we no longer have recent and sufficient knowledge of your pet, typically two years or more without seeing your pet.
3) When a client moves out of the area and/or another veterinarian requests the medical records. This does not apply to referrals or second opinions.
4) If we discuss with you that we can establish a VCPR with the scope of services for a specific problem and its resolution, ie an ear infection for a pet that cannot access care from their regular veterinarian
5) After a telemedicine consultation where the scope of services has been established for a specific problem and its resolution or direction to another veterinary facility for continued care.

For more information about the Veterinary-Client-Patient-Relationship please click here.(https://www.cvo.org/veterinary-practice/quality-practice/veterinarian-client-relationship)

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