Our goal is to provide quality individualized medical care in a timely manner. No-show, late arrival and cancellation appointments cause inconvenience to clients and delay care for patients in need of veterinary care. We would like to explain our appointment policy, which is outlined below.
A missed appointment is when you fail to show up for an appointment without a phone call to cancel without at least 24-hour notice.
A veterinary/client relationship is built on mutual trust and respect. As such, we strive to be on time for your scheduled appointments, and ask that you give us the courtesy of a call when you are unable to keep your appointment. We provide reminder calls the day before your appointment. However, you are responsible to remember your appointment regardless. When a client arrives late, the doctor’s time spent with the client/patient is minimized and does not allow a full assessment. It also disrupts the schedules of the doctors and other clients/patients.
New Clients to Ness Exotic Wellness:
First and foremost, welcome to our practice. We strive to exceed your expectations in the care of your pet. Be assured that your beloved pet is being treated as one of our own. Your appointment time is specifically set aside for the care of your pet by one of our highly trained doctors and staff.
Upon scheduling your first appointment with one of our doctors, a deposit will be taken for your initial exam fee and placed on your account towards your appointment. This will secure your appointment time with Ness Exotic Wellness Center and establish your account. Your deposit for this appointment will be forfeited if the appointment is missed as outlined herein.
Cancellation of an Appointment:
In being respectful of the medical needs of other patients, please be courteous and call our office promptly if you are unable to keep your appointment. This time will be reallocated to someone who is in need of treatment. If it is necessary to cancel your scheduled appointment, we require at least 24 hours in advance. Appointments are in high demand, and your early cancellation will allow access for another patient to receive timely veterinary care.
How to Cancel Your Appointment:
To cancel your appointment, please call 630-737-1281. Please review your availability and reschedule your appointment with the receptionist. If a receptionist is unavailable and you get a recording, you can leave a detailed message on our voicemail. Please leave your name and phone number so we can reschedule your pet’s appointment. We will call you back as soon as possible.
Appointment No Show Policy:
A no show is when you miss an appointment without cancelling it. This includes arriving 15 minutes after your scheduled appointment. If we can still accommodate your pet as a non-appointment emergency, being 15 minutes late or more late, you could be charged an emergency exam fee ($95).
For existing clients, upon the first time there is a “no show” or late cancellation there will be no charge for the examination fee.
For first-time clients, when there is any “no show” or late cancellation there will be a charge in the amount of the office exam fee ($75). This initial exam fee will be collected upon scheduling the first appointment with us.
The 2nd incident for existing clients may result in a charge for the cost of an office exam ($75).
The 3rd incident may result in a charge for the cost of an office exam ($75) and the client may be discharged from the practice.
Surgery Appointment Policy:
A surgical deposit of $150 is taken at the time of scheduling for any surgical procedure. An additional deposit equal to ½ of the quoted estimate will be taken upon check in for the surgery or medical procedure.
A surgery “no show” is a client who misses a surgery appointment without providing 24 hours’ notice of cancellation. If this occurs, the surgical deposit ($150) will be forfeited as a no-show fee.
If a 3rd incident occurs you will be charged the missed surgical appointment fee ($150) and may be discharged from the practice.