Appointment Policy
Please expect to arrive ten (ten) minutes prior to your scheduled appointment time
If you are more than fifteen (15) minutes late, you may be asked to reschedule your appoinment for a later date and time
Walk-in clients are welcome, however, appointments are preferred. Emergency cases receive top priority, followed by clients with previously scheduled appointments.
Urgent Care/Same Day appointments and/or Walk-In appointments are charged a $45 exam fee to be accommodated in our schedule.
True Emergencies are charged an $85 exam for top priority.
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 carrier. If your cat is afraid of your carrier, please follow these instructions: A few days before your scheduled visit (preferably 1 week), take your carrier and place it near your cat's feeding area. Next, leave the carrier door open and put your cat's favorite blanket and some toys inside so it becomes a familiar part of your cat's environment. After some time, place some of your cat's favorite foods inside or on top of the carrier. Because the next stressful event for many cats is simply traveling in your car, which always means a visit to the vet clinic, we suggest, in order to minimize this fear, take your cat for a few short car rides before the day of your visit. Another helpful alternative would be applying products such as Feliway spray to the carrier 30 minutes to an hour prior to your arrival. Feliway pheromones can help reduce anxiety and stress your cat may be feeling while at the hospital.
Appointment Cancellation Policy
Unfortunately, like other medical providers, we also have the occasional late arrival or no-show appointment. We do try and manage these from impacting those who have arrived on time for their appointment; it has a negative impact on our medical team. Often, there are cases being treated in the hospital and the staff attempts to schedule their day to ensure that they can meet the needs of those patients and scheduled appointments. Arriving late, or not showing at all, impacts our staff's ability to manage treatment for these pets.
Late Arrivals
Please be aware that our hospital has a written policy wherein if you are more than 15 minutes late for your scheduled appointment time, we reserve the right to reschedule your appointment for a later date and time. If we can accomodate you, we will be adjusting our schedule and moving you to our walk in/urgent care service when you arrive. While we certainly understand that delays may happen, we feel we have an obligation and responsibility to do our very best to service clients and patients who are here and on time for their appointments.
We strongly encourage all of our clients to arrive at least 15 minutes early for scheduled appointments if possible, especially if you are a new client or have a new pet.
No Shows
When you schedule an appointment, and fail to show or call to notify us of your ability to keep this appointment, it impacts our ability to service clients who may be here already waiting to see a doctor.
1st Missed Appointment: Our staff will call to ensure that you and your pet are ok, and will reschedule your appointment.
2nd Missed Appointment: A $25 fee will be applied to your account, which you must pay in full prior to be seen at any follow up visit, if cancelled with less than 24 hours notice.
3rd Missed Appointment: A $50 fee will be applied to your account, which you must pay in full prior to be seen at any follow up visit, if cancelled with less than 24 hours notice. All future appointments will only be seen as a walk-in appointment.
Missed Surgical or Dental Procedures
All routine surgeries and/or dentals require a $100 non-refundable deposit in order to book an appointment. Any cancellation with less than 72 hours notice, your deposit will be forfeited. If cancelled with more than 72 hours notice, your deposit will be used to reschedule your appointment.
Specialist surgeries are paid in full prior to your pet's surgical date. This ensures the specialist is booked and are able to add your pet to their calendar.
Missed Grooming
100% of the cost of your scheduled appointment will be applied to your account for cancelling an appointment with less than 24 hours notice.
Missed appointment fees will need to be paid prior to receiving any new services, prescriptions, or food.
Missing three (3) consecutive appointments or frequent cancellations/schedule changes will result in prepayment of your appointment.
We thank you in advance for abiding by Pou Veterinary Group's policies and helping keep our clients, staff, and patients on schedule and safe!
Please understand that we have created this policy out of respect for those clients who are waiting to have their pet seen.
Payment Policy
Our goal is to serve you and your pet in every possible way. This includes ensuring your medical team provides the highest level of care that fits within your budget. It's important that your financial commitment and responsibilities are made clear before treatment begins. In the case of emergency, your pet will be stablized before your medical options are presented.
Payment is due in full at the time services are rendered. Surgeries that require a specialist, will need to be paid at the time of booking, or prior to surgery commencing.
We do not offer extended payment plans, but, for those who do qualify, we do offer:
Care Credit and/or Scratch Pay
After-Hours Emergency
Should you have an emergency after our normal business hours, please contact:
Miami Pet Emergency
11774 N. Kendall Drive
Miami, FL 33186
(305) 273-8100