June 19 Update to Our Response to Covid-19
Please continue reading for our current protocols on all our services here at CVH.
We want to thank you all so much for your patience as we do our best to care for all those who need it, in the best method we can.
As BC’s economy is slowly being re-opened, we wanted to update you on where we are when it comes to providing veterinary care to you and your pet. In regards to offering routine care, please understand that we are NOT back to business as usual. But we are doing what we can to find a balance between continuing to provide our same standard of veterinary care and being socially responsible to the community, to our team and to you as a client when it comes to facing Covid-19.
In order for us to follow physical distancing measures as best we can, our hospital cannot be fully staffed, nor can we open the door to clients just yet. We understand the inconvenience that this may cause to some, as it does mean extended appointment times, possibly extended periods on hold and longer wait times when needing to pick up products.
What to expect:
❖ Scheduling Appointments:
Appointments can be scheduled by calling us at 250-365-2344 or visiting our website and requesting an appointment via e-mail. All appointments must be prearranged, no drop-ins. In order to best serve our long time clientele, our loyal family, we have limited availability to see new clients at this time.
❖ Protocol for Scheduled Appointments:
When you arrive, please stay in your vehicle in our parking lot, call 250-365-2344 and a staff member wearing personal protective equipment will come collect your pet from you. If you do not have a phone, please come to the front door, knock and a member of staff will assist you through the door. Or if you have already been given prior instructions follow those. Please respect 2m (6 foot) social distancing guidelines.
❖ Requests for Food/Medication/Products:
We ask that if you are needing to order more food/treats/products or medication refills for your pet, please use the “Order Food/Meds “ link on our website to e-mail us your requests.
❖ Pick-up of Food/Medication/Products:
If you are coming to collect food or other items, please call us at 250-365-2344 on arrival in the parking lot. If you do not have a phone, please come to the front door, knock and a member of staff will assist you through the door. Or if you have already been given prior instructions follow those. Please respect 2m (6 foot) social distancing guidelines.
❖ Surgical Procedures:
Due to fewer surgical days available per week, and reduced amount of staff in the hospital, non-essential surgical procedure may have to be booked further on in the schedule. Admission for scheduled surgical procedures will be the same as for scheduled appointments.
❖ DENTAL Procedures: Due to higher risk of Covid-19 transmission, if you are bringing your pet in for a dental, we ask that you do the BC Self Assessment prior to coming in. We’ve provided a link under our “LINKS” section on our website.
Whenever possible, invoices will be run over the phone via credit card. The debit terminal will be available and brought out to you if needed (rest assured, it is sanitized between every transaction). We will still be accepting cash if that is the only option for you.
❖ After hours emergencies:
We will operate in the same manner as usual. Please call our hospital and follow the emergency information given.
❖ Emergencies during office hours :
If possible, please call us at 250-365-2344 to let us know you are on the way so we can be prepared to meet you upon your arrival at the hospital. When you arrive, please stay in your vehicle in our parking lot, call 250-365-2344 and we’ll come to you. If you do not have a phone or your pet’s emergency is immediately life threatening, please come to the front door and knock and a member of staff will assist you through the door.
If you have experienced any of the following below, and have an appointment coming up or if your pet is having a medical emergency or requires urgent care, please call ahead and inform our staff of your symptoms.
- Traveled to high-risk areas,
- Had any exposure to symptomatic or confirmed positive cases,
- Have confirmed positive for COVID-19 yourself or
- You are experiencing flu-like symptoms (have a fever, chills, new or worsening cough, shortness of breath, sore throat, new muscle aches, and/or headaches.)
In the interest of keeping the hospital operational, we ask that everyone presumes that they could be a source of infection to our staff. Together we will determine the best method to ensure that your pet can receive the care it needs, while minimizing risk to our staff and other clients. These methods may include arranging for a trusted friend, neighbor or healthy family member to transport your pet to our hospital, and having one of our staff receive your pet directly from a vehicle, but please call ahead so we can make this decision based on the situation.
If you do not have any of the risk factors listed above and are bringing your pet in, please try to limit 1 caretaker per appointment. If necessary we can speak with additional caregivers/clients over the phone during the appointment.
Our Cleaning Protocols:
While we have always followed a rigorous cleaning protocol at our hospital, we have increased the frequency and the scope of hospital cleaning and disinfecting to help ensure everyone is kept safe. We are ensuring any surfaces that are contacted frequently (debit machines, door handles, etc.) are properly sanitized frequently throughout the day and after each appointment.
We will continue to do our best to keep you all updated as our protocols and procedures change. If you have any questions or concerns, don’t hesitate to give us a call at 250-365-2344 or send us an e-mail at firstname.lastname@example.org.
Please be understanding. As with all businesses in this new COVID-19 reality, staff members (that includes the doctors) are not allowed to come to work if they are exhibiting symptoms. Even if it is a common cold, and they have tested negative for COVID-19, these staff members need to be away from work until symptoms are gone. This will mean interruptions to our regular schedule and possible last minute calls to you to reschedule. Rest assured, we will do our best to triage and ensure patients with urgent needs are cared for, while we will be obliged to reschedule any wellness/routine procedures.