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Client Onboarding
Practice Policies
Payment Policy:
We require full payment at the time services are rendered. For your convenience, we accept Cash, Checks, Visa, MasterCard, and Zelle. CareCredit and American Express are not accepted. There will be a 3% credit card fee for all card transactions. Any payments run through the office will be subject to a $40.00 administration fee and the 3% credit card fee. If payment is not made on the day of services, the $40.00 Administration fee will be added to the balance due. Certain surgical procedures may require a 50% deposit in order to schedule the appointment.
Second Opinions and Referrals:
As your veterinarian, Dr. Machen shares your concern about what is best for your animal(s). If you would like a second opinion or a referral, please inform us so we may provide you with all relevant medical records to assist the referring veterinarian. It is important that a specialist or consulting veterinarian has all the facts and your animal's relevant treatment and medical history. Once you have discussed obtaining a second opinion or referral with the doctor, we can ensure the full medical history, including any laboratory or diagnostic records, is forwarded in time for your appointment.
After your consultation, you can decide if you would like to have Dr. Machen continue the treatment of your animal or work with the consulting veterinarian, or we can transfer patient care to the consulting veterinarian. Our practice does not advise treating your animal without knowledge of another veterinarian treating your animal simultaneously. This could result in conflicting treatments and/or prescriptions that could harm your animal. Please advise us if you are having your animal treated by another veterinarian at the same time we are.
Cancellation Policy:
Cancellations or reschedules require 72-hour notice or they may be subject to charges. For the first canceled appointment with less than a 72-hour notice, we will reschedule without a fee. For the second canceled appointment with less than a 72-hour notice, we will require pre-payment in order to schedule another appointment. Clients who excessively reschedule appointments, prior to or after the 72-hour cutoff will be subject to pre-payment of subsequent examinations. Pre-payments taken are non-refundable.
Appointment Policy:
Appointments can only be scheduled by calling the office or speaking with the Veterinarian directly. If you call the office at 909-982-4442, leave a message with your name, number and reason for appointment; we will call you back as soon as possible. The Office manager is in the office on Mondays 9:00am-5:00pm and on Thursdays 9:00am-4:00pm. No appointments will be made through Email or text.
Cattle:
In order for any cattle to be treated, a squeeze gate and/or head shoot is required. Exceptions can possibly be made if the animal is four months or younger. Final decision will be made by Dr. Machen.
Prescription Medications:
Per California state law, a clinician must examine a patient every 12 months in order to prescribe medications. Prescriptions can only be written to clients over the age of eighteen, and the client's date of birth must be kept on record.
Routine Care:
To ensure your animal receives the best possible care, Advanced Equine and Small Ruminant Veterinarian Services requires that each animal have at least one routine wellness examination every year. This annual visit includes a comprehensive health check along with any recommended vaccinations. Some vaccines may also require booster doses throughout the year to maintain full protection, as recommended by Dr. Machen.
Emergency Services:
Advanced Equine & Small Ruminant Veterinary Services is a solo veterinary practice, and although we strive to be available for emergency calls 24-7, there will be times when we will be unavailable to provide services. During the time frames we are unavailable, there will be a message left on the practice voicemail instructing clients on what to do in case of an emergency.