Clinic Policies

Examination Policy

First things first. Alberta law requires our veterinarians to have a veterinary-client-patient relationship before they can administer medication of any kind, including vaccines. A physical exam that’s been performed within a year is the minimum we need to establish and maintain that relationship at our hospital. If we haven’t seen your pet within a year, he/she will need an exam before any medications can be prescribed. 

Here’s the thing. No matter how healthy a pet owner thinks a pet is, there’s no substitute for the medical training and experience a veterinarian brings to bear in assessing a pet’s health status by reviewing a pet’s medical record, obtaining a history from a client, and performing a full physical – head to tail, top to bottom, inside (to the extent we can) and out. A new problem can crop up at any time, and while a pet may seem perfectly healthy to a pet owner, pets are notoriously good at hiding health issues from their families (it’s a hard-wired instinct that plays out routinely in companion animals). We also need to consider that dogs and cats age more rapidly than humans so major health issues can develop in a short amount of time. Early diagnosis of a disease process can lead your pet to a longer healthier life.

Taking that into consideration we perform a full physical exam every time we see your pet. 

Cost Transparency 

We strive to provide your pet with the best possible care all the while being transparent regarding the associated costs involved.  We know that these times can be extremely stressful for your pet and your family and we appreciate your trust in us through the difficult situations. It is important to know the costs ahead of time.  It is a high value of ours to never surprise people with their bills.

It is our goal to provide you with a verbal or electronic estimate prior to every procedure over and above an exam. We encourage clients to discuss what their financial constraints might be so that we can develop a treatment plan that meets the medical needs of your pet to the best of our ability within any limitations. If you are unsure of what something might cost, please feel free to ask us.  

We can’t comment on how other clinics set their fees because each clinic sets up their fee schedule differently. However we are always happy to explain ours. Our fees are based on a guideline set out by the Alberta Veterinary Medical Association in conjunction with the Canadian Veterinary Medical Association. They perform extensive research as to what fees are considered to be fair and reasonable and provide veterinarians with a guideline of what should be charged by a “veterinarian with average professional skill, judgement and dexterity rendering services under normal conditions”.

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 an appropriate cat carrier or on a leash. If your pet is coughing, sneezing, vomiting, or showing any other signs of a possible infectious disease, please keep your pet in your vehicle.  Immediately after you arrive at the clinic inform our team that your possibly infectious pet is here,  we will quickly escort you and your pet to an examination room in order to prevent the waiting area from becoming contaminated.

Accessibility Policy

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.

Appointment/Cancellation Policy

We ask that our clients provide us with at least 24 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. Non-emergent walk-ins may be assessed by a Registered Veterinary Technician and referred to another clinic if we are unable to see the patient within clinic hours or asked to make an appointment at our next availability.

Surgery Policy

Uncas Veterinary Clinic does not perform medically unnecessary veterinary elective and non-therapeutic surgeries as per ABVMA regulations. This includes but is not limited to; tail docking, dew claw removal, ear cropping, debarking and declawing.

Hospital Hours and Emergency Policy

If an after hours emergency occurs we advise you go the VCA Guardian Veterinary Center. We do not provide 24-hour emergency services, nor do we provide 24 hour in-house patient monitoring. Should your pet require overnight hospitalization arrangements will need to be made to have your pet transferred to an overnight veterinary facility.

Payment Policy

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, Visa and Mastercard.  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 Pay Bright. We can help you apply in-clinic.

Refund Policy 

Pharmacy laws in Canada do not allow the re-dispensing of medications once the medication has been dispensed to a patient. We are unable to ensure the handling, care and efficacy of the medication, because the health and happiness of our patients are our #1 concern, we are unable to accept any returns on medications.

Refunds may be issued for incorrect or damaged prescription products. Any incorrect or damaged prescription medication should be disposed of properly.  Please contact us with any questions on proper disposal.

If you are not completely satisfied with your purchase of a therapeutic or wellness diet due to quality, consistency, or palatability, please contact us to arrange a return.

Medical Records Policy

Obtaining your pet’s medical records from your previous veterinarian is essential for the continuity of patient care. Having any records from other veterinary clinic's sent to us prior to your appointment will help us be as prepared as possible to meet your pet's healthcare needs. 

We require clients (currently listed on client file) to call in a verbal request or a written and signed request for us to be able to send your pet's medical records to another veterinarian facility. We cannot release records on the request of any third parties.

Euthanasia Policy

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. Our clinic offers End of Life Consults to discuss whether o not euthanasia of your pet is appropriate. 

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, for the convenience of the owner, perceived old age, etc. We are always able to provide references for behavioral help, re-homing options or in certain circumstances we will offer to have the pet surrendered over to our care. 

All clients whom are inquiring about euthanasia of a pet we have not seen within a year or more will be booked a consult with a veterinarian to determine if euthanasia is appropriate. 

Abuse Policy

Be respectful to others. We have a zero tolerance policy on any verbal or physical abuse (i.e. yelling, using inappropriate language, etc) towards any staff, clients or pets. You will be asked to leave the clinic and it may result in your dismissal from the practice. 


Privacy Policy

Privacy of personal information is an important principle to the Uncas 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?

Uncas 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 our software Ezyvet

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 you when you become a client at our clinic and provide the information required to set up an account

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 a third party provider such as Pay Bright

Your Consent

In general, by submitting information to us when using Uncas 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 written, verbal, or implied consent obtained during an appointment booking or file creation

Your consent as provided by persons authorized by you to make decisions on your behalf

In general, by submitting information to us when using Uncas 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

Uncas 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 780-922-5447 or send us an email to [email protected] to update any necessary records.

Protection of Information 

Uncas Veterinary Clinic shall safeguard and protect all personal information under its control by implementing appropriate security measures based on the sensitivity of the information.

Uncas Veterinary Clinic shall ensure that our employees keep all personal information confidential and comply with the security standards established by this veterinary facility.

Uncas 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 any third parties commitment to privacy.

On the disposal or destruction of personal information, Uncas 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

Uncas Veterinary Clinic will make specific information about our privacy policies and procedures available to any interested individual. Uncas Veterinary Clinic will facilitate access to its personal information policies and procedures, including the identity of our Privacy Officer. Uncas 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 Uncas 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.

Uncas Veterinary Clinic will respond promptly to any request made by an individual to access his or her personal information. Uncas 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 Uncas Veterinary Clinic may address any questions, concerns or complaints to the management. Uncas 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.

Social Media and Correspondence Policy

By becoming a client of Uncas Veterinary Clinic, you authorize Uncas 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. We will obtain verbal or written consent to use any of your present or future pets’ likeness (photo or video) being used for Uncas Veterinary Clinic marketing purposes including use on our website, social media page(s) or another online forum.