** COVID19 update November 2020

posted: by: CVH Tags: "Clinic Specials" "News" 

November 2020


Our community has been through a lot over the last few months and we would like to thank our wonderful clients for their patience and understanding during these unprecedented times.  Due to appointment restrictions, spatial distancing requirements and extra cleaning protocols, we are limited as to how many appointments we can see in a day.  We are working very hard to accommodate and see as many of our patients as safely possible. Thank you for your continued patience and support.

We have been providing curbside care since the pandemic began, but with the onset of colder weather, we are doing what we can to accommodate a very limited number of clients indoors.  Please understand we were only able to convert 1 of our exam rooms to provide Covid-19 friendly spacing and ventilation.  Depending on what is happening at the hospital, we will inform you of the protocol to follow when you arrive.

Our public washroom will only be available for urgent use.  We kindly ask that you use your own facilities before arriving to your pet’s appointment.


8AM – 5PM Mondays, Wednesdays, Fridays

8AM – 6PM Tuesdays and Thursdays

CLOSED – Saturdays, Sundays, Statutory holidays

Our doors are locked at all times, so please call us when you arrive or if you do not have a cellphone then come to the window so we can see you.

Clients Inside:

If we are able to see you indoors for your purchase or appointment, the following is our current protocol:

We want everyone to be safe and feel comfortable.  IF you do not wish to come inside, please let us know and we can speak with you on the phone while you wait in your car instead.  Payment and the consultation can be handled remotely.


What to expect when you arrive at our hospital:

1.       Please note that we operate by appointments only and are restricted to ONE client per appointment.  We do not accept walk-ins.

2.       Masks are MANDATORY for entry into the hospital. (Masks with ventilation pieces and any food/drink items are not acceptable).

3.       When you arrive for your scheduled appointment, remain in your vehicle and CALL the hospital at 250-365-2344 to inform us that you have arrived.  We will give you instruction at that time to enter the hospital.  The doors will remain locked.

4.       Upon entry into the hospital, hand sanitizer is required and will be available for your use.

5.       Due to spatial distancing requirements, only the doctor and the assistant will be handling your pet throughout the appointment on the exam table, which will be 2 meters away from where you will be seated.

6.       The risk of COVID 19 transmission increases when people are in the same airspace for more than 15 minutes at a time, even with masks.  Appointment lengths (time spent inside the exam room) will be 15 minutes up to a max of 30 minutes. 

7.       Once your part of the appointment is concluded, you will be shown a seat in the reception area and a staff member will provide you with your paperwork/products, etc.  and process your payment.

8.       You and your pet will exit out our main door, unless we need to keep your pet for any procedures discussed in the exam room.

Pre-Exam Information

In an effort to offer the most complete care we can, we are taking measures to make your pet’s appointment time more efficient. After you have scheduled an appointment with us, we will email you a pre-exam checklist. We ask that you fill this out to the best of your ability and email the questions with answers back to us at castlegarvet@telus.net at least 48 hours prior to your appointment. In doing so, this will allow the doctor to be able to spend the allotted time directly addressing any of your issues or concerns about your pet.


Food and Medication Orders

 *Please see our June Covid19 update on our website. Our protocols remain the same.


Methods of payment

We continue to accept Visa, Mastercard, debit and cash.  We do not accept cheques.


v  If you or any of your household members are feeling unwell, and your pet does not require immediate veterinary care, please let us know so that we can reschedule your appointment.  Please call us to discuss other options if your pet is very ill and needs immediate medical attention.

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. 

Our staff are working extremely hard to provide these services to you in a timely fashion.  We appreciate your patience and thank you for entrusting us with the care of your pets.  As the COVID-19 situation continue to evolve, we will also adapt and change.