Client Policies | Felines First

Our Client Policies

New Clients:

We kindly request that all new clients complete the 'new client form' and submit any past veterinarian records for any pets to be examined. These documents can be submitted either electronically or physically, but they need to be received at least 24 hours before your scheduled appointment.

This ensures we have adequate time to update your pet's records and gather necessary information about their health history. In doing so, we can provide the best and most informed care for every patient.

Please note that if we don't receive these documents within the 24-hour time frame before your appointment, we will need to reschedule your appointment.

Appointment requirements:

We ask that you arrive early for all appointments. This ensures that we have ample time to prepare any necessary paperwork before your appointment begins, and also helps us dedicate the maximum possible time to address your cat's specific needs.

For the safety and comfort of all, we require that all cats be securely placed in pet carriers or on a leash before entering our waiting area.

Please be aware that if you don't show up for your appointment, or arrive more than 10 minutes late, it will be considered a missed appointment. Unfortunately, in such cases, any deposits made will be non-refundable.

Deposits:

We require a deposit equal to the cost of the evaluation, examination, drop-off, recheck, or consultation that you're scheduling. For surgeries, the deposit will be a fixed price. This deposit is required at the time of booking for all types of appointments, except emergency visits, run-back appointments and euthanasia.

The deposit will cover the anticipated main service charge; however, the final service cost might vary based on the veterinarian's findings during the visit.

After your appointment, we'll waive an amount equal to the deposit as a credit on your invoice, effectively reducing your bill by the deposit amount.

Any additional charges incurred during the visit must be paid in full at the time of service.

Drop-Offs:

We request that all drop-off appointments arrive promptly at the scheduled time, which is between 7:30 am and 8:30 am. This schedule ensures that we have adequate time for pre-evaluation preparations and aligns with our daily scheduling commitments.

Surgery:

Please note that surgical appointments will not be scheduled until an examination has been performed by our veterinarians.

Surgery patients must arrive at their scheduled time, between 7:30 am and 7:45 am.

We do offer a 15-minute grace period for unexpected delays.

This gives us sufficient time to assess vital signs, prepare for anesthesia, and administer any pre-medications prior to the procedure.

All surgical procedures require a deposit, the amount of which is predetermined based on the type of procedure. This deposit must be made when the appointment is scheduled.

Second Opinions:

We're more than happy to assist you with a second opinion. If you're submitting records from any veterinary hospital other than Craven Animal Hospital (since we have instant access to their patient files and diagnostic reports), please ensure they are provided as soon as possible, and no later than 24 hours before your scheduled appointment.

If the records are not provided within this time frame, we will need to reschedule your appointment as adequate time is needed to thoroughly review each case.

Behavioral consults:

For behavioral consultations, we provide a questionnaire that we ask you to complete and return as soon as you can, and no later than 24 hours prior to your appointment. This ensures that our veterinarian can provide the best possible care and advice for your pet's behavior concerns.

Should we not receive this completed questionnaire within the specified time frame, we'll need to reschedule your consultation.

Just like all other appointments, if you're not available within 10 minutes of your scheduled consultation time, or if you do not provide at least 24 hours' notice should you need to reschedule, or if you're not available at the rescheduled time, the deposit will unfortunately be forfeited.

Deposits and Rescheduling:

An amount equal to your deposit will be waived upon check out at your original scheduled appointment, whether it's for an in-person evaluation, drop-off for evaluation, recheck exam, consultation, second opinion, or surgery at Felines First Veterinary Hospital.

Should circumstances arise that require rescheduling, we request that you provide us with at least 24 hours' notice prior to your scheduled appointment time. Messages left on our voicemail or emails sent within this time frame are perfectly acceptable.

Please be aware that if we do not receive at least 24 hours' notice to reschedule, or if you arrive more than 10 minutes late for your rescheduled appointment, the deposit will be forfeited.

Deposits and Cancellations:

In the event of a cancellation, the deposit may be refunded if Felines First Veterinary Hospital is provided at least 24 hours notice by phone at 252.772.1020, or by email at reception@felinesfirstvet.com.

Voicemail messages or emails received in the appropriate time window are acceptable.

Delays and emergencies:

At our hospital, we strive to give every pet the attention they deserve. To ensure we can dedicate ample time to all patients and scheduled surgical procedures, we operate on an appointment basis. We value your time and make a genuine effort to see each client promptly at their scheduled appointment.

However, emergency cases always receive top priority in our practice. This means that there may occasionally be delays for scheduled appointments if we need to address a critical situation. We appreciate your understanding and patience during these times, as our primary concern is providing immediate care for pets in urgent need.

Please note that an emergency fee will be applied to any visits that are not scheduled ahead of time. Thank you for trusting us with your pet’s care.

Payment Policy:

At Felines First Veterinary Hospital, we require payment in full at the time of service to ensure a smooth and efficient process.

To make it as convenient as possible for you, we accept a range of payment methods including Visa, MasterCard, Discover, American Express, Care Credit, cash, and personal checks.

Please note, we do not provide in-house financing options or payment plans.

Thank you for continuing to choose Felines First Veterinary Hospital for the care of your amazing cats. We're so excited and proud to be here for them and you.