Our Hospital Policies
Client Dismissal Policy
Hamilton Wenham Veterinary Hospital is committed to fostering positive and professional relationships with our clients. However, in instances where a client’s behavior demonstrates disregard for the physical, mental, or emotional well-being of hospital staff or property, HWVH reserves the right to terminate the veterinarian-client-patient relationship (VCPR). Examples of such behavior include, but are not limited to, non-compliance with state-mandated health protocols (e.g. Rabies vaccination), non-payment for services, and disruptive behavior (profanity, verbal abuse, sexual harassment). Written notification (either via letter or email) will be sent to the client notifying them of termination of VCPR. Clients will be provided a copy of their pet’s medical records, and all reasonable efforts will be made on the part of HWVH to ensure continuity of care.
Missed Appointment Policy
We make every effort to see as many pets as possible during the course of our day, often working into lunch and after hours to provide timely, compassionate care for our patients. A missed appointment is a lost opportunity to have cared for another pet in need. We kindly ask that clients provide us with at least 24-hour’s notice if they need to cancel or reschedule their appointment.
1. Established clients that miss (“no-show”) an appointment may be subject to a missed appointment fee of $45. The application of this fee is at the discretion of the on-duty veterinarians and practice manager.
2. New clients (those with no previous relationship with HWVH) that miss their first appointment without a 24-hour notice will automatically be subject to a missed appointment fee. Fees must be paid before rescheduling any future appointments.
3. New or existing clients that miss (no-show) a scheduled surgery or procedure may be required to put down a 50% deposit before rescheduling.
Reactive and Aggressive Dog Policy
We understand that visits to a veterinary hospital can trigger anxiety, fear, and aggression in some pets. Our team is committed to making these visits as safe as possible for you, your pet, and our staff and is well-versed in providing clear and ongoing support for our reactive patients and their families. Failure to follow the policy provided below will be cause for dismissal as a client from Hamilton Wenham Veterinary Hospital.
1. If you are a new client, we require full disclosure of any fear-based or aggressive behaviors including bite incidents. This information is never used to preclude your pet from care. It is a preemptive attempt to determine how to successfully provide necessary treatment to your pet while keeping our staff safe from injury.
2. We require that any anxiety/sedative medications prescribed for your pet (cat or dog) by the attending veterinarian be given exactly as prescribed prior to every visit unless otherwise specifically instructed otherwise by a licensed professional at our practice (CVT or DVM/VMD). Pre-Visit Pharmaceuticals (PVPs) or pre-medications not only allow us to safely and thoroughly examine your pet and perform necessary procedures but also significantly decrease the stress and anxiety your pet experiences while at the hospital.
3. Dogs who have a bite history, or who are deemed by a licensed professional at our clinic to be a significant bite risk, must be muzzled prior to being handled by our staff. In some cases, this may necessitate placing the muzzle prior to entering the clinic. A well-fitted basket muzzle is preferred as it allows for normal physiologic stress responses (such as panting) and the offering of treat-based rewards for receptive patients. Muzzles are not a punishment! They are a critically important tool for allowing needed care to be administered efficiently and safely.
4. Dogs must always be kept on a short leash with a well-fitting flat collar or harness, including when inside the exam room.
5. Even with pre-visit sedatives, appropriate handling, and muzzles where necessary, it can still be impossible to complete examinations, diagnostics, and other procedures without injectable sedation. Recommendations to proceed with injectable sedation are carefully considered on a case-by-case basis and not before we have exhausted non-injectable protocols and techniques. Because injectable sedation requires only brief restraint and a quick needle poke, many fearful pets’ anxiety improves with subsequent visits as they are no longer subjected to physical touch/examining, vaccines, and venipuncture without the benefit of sedation.
Privacy Policy
At Hamilton Wenham Veterinary Hospital (“we,” “us,” or “our”), we value your privacy and are committed to protecting your personal and pet-related information. Please click the link below to view Privacy Policy which describes how we collect, use, share, and safeguard your data.