You will receive routine updates from our doctors or technicians regarding your pet's condition, any financial changes, or adjustments to the treatment plan—typically once in the morning and once in the evening. You are always welcome to call at any time for an update on your pet.
If TruVet attempts to contact you and your voicemail is set up, we will always leave a message. If you miss our call, please be sure to listen to the voicemail, as it may contain important information about your pet's care and may address any questions you have. All calls are recorded for quality assurance and training purposes. If we are unable to reach you by phone, a doctor will also follow up via email.
When you arrive at our facility, you will be greeted by our reception staff. They will ask whether your pet has been seen here before and, if not, will provide a new patient form for you to complete.
Our Client Service Representatives (CSRs) are the first line of response. They will perform an initial assessment of your pet's stability, noting whether your pet appears BAR (Bright, Alert, and Responsive). Based on this assessment, they will determine whether your pet can wait for standard triage or requires more immediate assistance from a technician.
Although we operate on a first-come, first-served basis, similar to a human emergency room, each patient is assessed individually and triaged according to the severity of their condition. If your pet is able to wait for triage or to see the doctor, this is generally a positive indicator of overall stability and should never be interpreted as a dismissal of your concerns. Critical cases are always prioritized first, and we will see patients as efficiently and safely as possible. We will provide updates regarding wait times and available options when possible, and we sincerely appreciate your patience if your wait is extended due to the needs of more critical patients.
Once a technician is available, they will meet you in the lobby to gather a detailed history of your pet's symptoms and medical background. Your pet will then be brought into treatment, where technicians will assess vital signs, including heart rate, lung sounds, gum color, and temperature. After determining your pet's overall stability, you will be offered several waiting options based on the technician's assessment, current caseload, and what is best for your pet.
When it is your pet's turn to be seen, the doctor will perform a thorough examination. Our doctors and staff are trained to work with animals of all breeds, sizes, and temperaments and strive to maintain a fear-free environment whenever possible.
Following the examination, you will be presented with an estimate for recommended diagnostic testing and treatments.
Our top priority is to respect your time while providing the highest quality care for your pet. We understand that long wait times can be frustrating; however, waiting is often a reassuring sign that your pet is stable and not in immediate need of life-saving intervention. We will do our best to provide accurate time estimates, but we ask for your understanding if a critical case requires our immediate attention. You are always welcome to call for updates on your pet's status, and we will communicate any changes in timing or cost as promptly as possible.
Our Emergency Department does not schedule appointments and operates on a first-come, first-served basis for all emergency and critical care cases.
For non-emergency healthcare needs, we offer several appointment options:
- General Practitioner (Wellness Care): If you do not currently have a primary care provider for your pet you may schedule routine wellness exams, preventive care visits, and other non-urgent health concerns.
- Urgent Care: Same-day appointments are available for pets requiring prompt medical attention that is not considered an emergency.
- Specialty Services: Appointments can be scheduled with our specialty departments, including Cardiology, Internal Medicine, Oncology, and Surgery.
To schedule an appointment, please contact our hospital directly or request an appointment here. Our team will help determine the most appropriate service for your pet's needs.
Our ER team treats a wide range of conditions. The following are considered true emergencies that require immediate attention:
- Difficulty or labored breathing
- Unresponsiveness or collapse
- Active or repeated seizures
- Cardiac arrest
- Severe trauma (hit by car, falls, bite wounds with shock)
- Profuse or uncontrolled bleeding
- Heatstroke
- Bloat (GDV)
- Straining or inability to urinate
- Toxin or poison ingestion
- Severe allergic reactions (facial swelling, hives, collapse)
- Difficulty giving birth (dystocia)
- Severe pain with sudden onset
- Pale or blue gums
- Sudden paralysis or inability to stand
We also see many conditions that are urgent but less severe. These cases are typically triaged and may be offered the option to wait or to leave the pet in our care until the doctor is available. Due to their stable nature, these cases are often lower priority:
- Persistent vomiting or diarrhea
- Bloody vomiting or stool
- Pain or limping
- Cuts, lacerations, or bite wounds
- Eye injuries or sudden eye redness
- Foreign body ingestion (toys, socks, bones)
- Abdominal distension or discomfort
- Urinary accidents or changes in urination
- Sudden behavioral changes
- Weakness or lethargy
- Coughing or sneezing with distress
- Ear infections causing significant pain
When in Doubt
If you are unsure whether your pet's condition is an emergency, it is always safest to have your pet evaluated. ER staff can assess stability and determine the appropriate level of care.
As in a human emergency room, patients are prioritized based on medical urgency. A pet that is unresponsive or having trouble breathing will be seen before a pet with mild gastrointestinal upset. This triage system allows us to provide the best possible care in life-threatening situations, where minutes—or even seconds—can be critical.
While your pet's condition may require medical attention, there is an important difference between a critical emergency and a stable condition that can safely wait. Extended wait times often indicate that your pet is stable and not in immediate danger.
Please note that while TruVet also offers specialty services such as Internal Medicine, Surgery, and echocardiogram appointments, those appointments are scheduled separately and do not affect ER wait times or treatment order.
In severe emergencies, pets may require immediate, life-saving stabilization upon arrival. Reception will check you in quickly while a technician escorts your pet directly into treatment to begin care.
You will be informed of the initial costs associated with your pet's care and asked to indicate your pet's CPR status (CPR or Do Not Resuscitate). While your pet is receiving treatment, a technician will gather detailed information about your pet's symptoms and medical history. Once your pet is stabilized and the doctor has completed an initial evaluation, you will be provided with an estimate outlining recommended diagnostics, treatment options, and associated costs.
Drop-offs are typically scheduled for early morning to allow time for necessary pre-operative preparation. This may include pre-medication, pre-operative radiographs, and other required procedures. You will be given an estimated procedure time, which reflects the time of the procedure itself and does not include pre- or post-operative care.
Each patient responds to sedation differently, and all pets are monitored closely and treated with the utmost care based on their individual needs. Pets will not be discharged until they are fully and safely recovered from sedation.