Frequently Asked Questions
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To understand how we are currently running the clinic see the Check-in process page. -->
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Q: What are your hours of operation? Why do you sometimes stop seeing patients before closing?
A: We are open 8-6 Mon-Fri and 8-4 Saturdays. We are closed on Sundays. On some days, we may stop seeing patients by 3pm, depending on how many are checked in at this point in the day. We often have a 2+ hour wait and if we check in patients past 3pm on days like this, we will overextend ourselves and not be able to provide the attention needed for patients checked in after 3pm. We can accommodate food and medication pickups until 5:45pm.
Q: I got here early and parked in space one. How come I am not being seen first?
A: We do not consider early arrival or space number to be a line. Sometimes, we are able to do early check ins(for early check in park in spaces 1-6) but only if we have enough staff to handle this between 7:30-7:45am. Parking spot numbers are just so the staff knows where you are in case you do not answer your phone. Our phone lines open at 8am. You will be checked in when your call is answered.
Q: What are "tech visits"?
A: Tech visits include but are not limited to: vaccine updates (with a current exam), nail trims and anal gland expressions (with a current rabies vaccine), labwork for medication refills, suture removals, drain removals, bandage removals. We ask that you arrive after 10am for tech visits.
Q: Do I have to wait in the parking lot the entire time?
A: Yes. If you are not in the parking lot when we call you to come inside, you will lose your place in line and we will move on to the next client.
Q: Does my cat need to be in a carrier? Does my dog need to be on a leash?
A: Yes. All cats must be in a carrier for their protection. All dogs must be on a leash, if you have a retractable leash please keep your dog near you.
Q: Why doesn't ECVVH take appointments?
A: El Cajon Valley Vet has always been appointment-free( except for surgeries) and changing the format now would be incredibly difficult. Additionally, we have been a needed backup for the veterinary hospitals and clinics who are appointment based and are booked out weeks to months. We are happy to be able to accommodate clients and their pets who have been referred by their regular veterinarians.
Q: Why can't everyone come inside the hospital at the same time?
A: We are still limiting the number of people in the lobby to five (5) clients at a time. We do not have enough space to maintain safe distancing between dozens of people and their pets, so we allow a small number to come in at a time.
Q: Why won't my phone call come through/ why am I getting disconnected?
A: Our phone system has 5 available lines and sometimes 20 people are trying to call in at the same time. We are experiencing a higher call volume so please be patient if we need to place you on hold. We are getting through the calls as fast as we can.
Q: Why are other animals being taken in before mine?
A: Surgery patients are dropped off between 8-9am and their owners need to be able to leave once their pet is checked in so these animals are taken in first. We often have patients who need urgent or emergency care. They will always be taken out of order. Be assured that we are not intentionally letting pets "cut" the line. Some pets are here to see a technician, which is always a quicker visit. They are often taken "out of order" due to not needing a doctor's exam.
Q: My pet is having an urgent/emergency problem. Do I need to wait to be checked in?
A: If your pet is having a life-threatening issue such as profuse or unstoppable bleeding, inability to breathe, unconsciousness, or severe trauma, we recommend going straight to an emergency hospital. If your pet has an urgent issue such as (but not limited to) a bleeding wound, rattlesnake bite, difficulty breathing, possibly urinary blockage, or chocolate/toxin/drug ingestion, please knock on the door or peek inside to let one of our receptionist know what your pet's urgent issue is. We will send a nurse out to triage your pet and get you checked in.
Q: Will I be told how much services cost?
A: We routinely give estimates for surgical procedures. If the veterinarian has not told you costs for services, especially outpatient procedures and workups, you can ask for an estimate. We want to make sure you are prepared for the cost of treating your pet.
Q: What payment methods do you accept?
A: We take all major credit cards, Care Credit, and cash. We do not accept checks. We do not offer payment plans or billing. Payment is due at the time of services.
Q: I am not the owner of the pet being seen. Am I allowed to make decisions regarding medical care?
A: You must be the owner or on the pet's account to make decisions regarding care. Minors are not allowed to make care decisions or pay for services provided. No exceptions.
Q: I am changing vets and would like copies of my pet's medical records.
A: By law, medical records are the property of the veterinary hospital. Therefore, we are allowed to release a summary to the pet owner. Full records can be sent to the new veterinarian after the pet owner consents to release of said records.
Rules for Veterinary Medical Records
A. Veterinary medical records are an integral part of veterinary care
B. Medical records are the property of the practice and the practice owner.
C. Ethically, the information within veterinary medical records is considered privileged and confidential. It must not be released except by court order or consent of the owner of the patient.
D. Veterinarians are obligated to only provide copies or summaries of medical records when requested by the client.
E. Without the express permission of the practice owner, it is unethical for a veterinarian to remove, copy, or use the medical records or any part of any record.
Q
For
A: We are open 8-6 Mon-Fri and 8-4 Saturdays. We are closed on Sundays. On some days, we may stop seeing patients by 3pm, depending on how many are checked in at this point in the day. We often have a 2+ hour wait and if we check in patients past 3pm on days like this, we will overextend ourselves and not be able to provide the attention needed for patients checked in after 3pm. We can accommodate food and medication pickups until 5:45pm.
Q: I got here early and parked in space one. How come I am not being seen first?
A: We do not consider early arrival or space number to be a line. Sometimes, we are able to do early check ins(for early check in park in spaces 1-6) but only if we have enough staff to handle this between 7:30-7:45am. Parking spot numbers are just so the staff knows where you are in case you do not answer your phone. Our phone lines open at 8am. You will be checked in when your call is answered.
Q: What are "tech visits"?
A: Tech visits include but are not limited to: vaccine updates (with a current exam), nail trims and anal gland expressions (with a current rabies vaccine), labwork for medication refills, suture removals, drain removals, bandage removals. We ask that you arrive after 10am for tech visits.
Q: Do I have to wait in the parking lot the entire time?
A: Yes. If you are not in the parking lot when we call you to come inside, you will lose your place in line and we will move on to the next client.
Q: Does my cat need to be in a carrier? Does my dog need to be on a leash?
A: Yes. All cats must be in a carrier for their protection. All dogs must be on a leash, if you have a retractable leash please keep your dog near you.
Q: Why doesn't ECVVH take appointments?
A: El Cajon Valley Vet has always been appointment-free( except for surgeries) and changing the format now would be incredibly difficult. Additionally, we have been a needed backup for the veterinary hospitals and clinics who are appointment based and are booked out weeks to months. We are happy to be able to accommodate clients and their pets who have been referred by their regular veterinarians.
Q: Why can't everyone come inside the hospital at the same time?
A: We are still limiting the number of people in the lobby to five (5) clients at a time. We do not have enough space to maintain safe distancing between dozens of people and their pets, so we allow a small number to come in at a time.
Q: Why won't my phone call come through/ why am I getting disconnected?
A: Our phone system has 5 available lines and sometimes 20 people are trying to call in at the same time. We are experiencing a higher call volume so please be patient if we need to place you on hold. We are getting through the calls as fast as we can.
Q: Why are other animals being taken in before mine?
A: Surgery patients are dropped off between 8-9am and their owners need to be able to leave once their pet is checked in so these animals are taken in first. We often have patients who need urgent or emergency care. They will always be taken out of order. Be assured that we are not intentionally letting pets "cut" the line. Some pets are here to see a technician, which is always a quicker visit. They are often taken "out of order" due to not needing a doctor's exam.
Q: My pet is having an urgent/emergency problem. Do I need to wait to be checked in?
A: If your pet is having a life-threatening issue such as profuse or unstoppable bleeding, inability to breathe, unconsciousness, or severe trauma, we recommend going straight to an emergency hospital. If your pet has an urgent issue such as (but not limited to) a bleeding wound, rattlesnake bite, difficulty breathing, possibly urinary blockage, or chocolate/toxin/drug ingestion, please knock on the door or peek inside to let one of our receptionist know what your pet's urgent issue is. We will send a nurse out to triage your pet and get you checked in.
Q: Will I be told how much services cost?
A: We routinely give estimates for surgical procedures. If the veterinarian has not told you costs for services, especially outpatient procedures and workups, you can ask for an estimate. We want to make sure you are prepared for the cost of treating your pet.
Q: What payment methods do you accept?
A: We take all major credit cards, Care Credit, and cash. We do not accept checks. We do not offer payment plans or billing. Payment is due at the time of services.
Q: I am not the owner of the pet being seen. Am I allowed to make decisions regarding medical care?
A: You must be the owner or on the pet's account to make decisions regarding care. Minors are not allowed to make care decisions or pay for services provided. No exceptions.
Q: I am changing vets and would like copies of my pet's medical records.
A: By law, medical records are the property of the veterinary hospital. Therefore, we are allowed to release a summary to the pet owner. Full records can be sent to the new veterinarian after the pet owner consents to release of said records.
Rules for Veterinary Medical Records
A. Veterinary medical records are an integral part of veterinary care
B. Medical records are the property of the practice and the practice owner.
C. Ethically, the information within veterinary medical records is considered privileged and confidential. It must not be released except by court order or consent of the owner of the patient.
D. Veterinarians are obligated to only provide copies or summaries of medical records when requested by the client.
E. Without the express permission of the practice owner, it is unethical for a veterinarian to remove, copy, or use the medical records or any part of any record.
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For