Keeping Pets and People Healthy Amidst COVID-19 (coronavirus)

March 21, 2020

Dear valued clients,

As we live our purpose of caring for life’s greatest companions to the best of our ability during these challenging times, the health and safety of clients, hospital teams and our community remains our top priority. To ensure our hospital remains open to provide the best possible care to your patients, we have made some adjustments to our normal protocols and procedures based on the best direction from public health and veterinary authorities.

As an active measure to limit the possibility of the spread of COVID-19 to our teams, we will no longer be allowing clients into our hospitals. Our contactless client protocol will be implemented as follows:

1. Upon arrival at the hospital, all clients are to remain in their vehicle or outside the hospital and call us (a sign on the door outlining this, with our phone number, has been posted).

2. After receipt of the call, we will check the client in as soon as possible from outside the hospital.

3. If the client insists on being inside the hospital for whatever reason, that discussion must take place in advance with the Hospital Manager, Medical Director, and/or attending veterinarian.

4. If the client needs to pick up medication or other items from the hospitals, they are to remain in their car outside the hospital and call the front desk. We will deliver the items to their car as quickly as possible.

5. If a client reports not feeling well, or maybe at risk of exposure to coronavirus, we require them to have a healthy friend or family member transport their pet to our hospital on their behalf.

This protocol will allow us to coordinate all aspects of client visits from outside the hospital, including providing follow up instructions and taking payments, so that we limit contact and ensure the health and safety of all involved.

We are committed to continuing to see patients for all accidents, emergencies, ailments and illnesses and will continue to see vaccines and preventive appointments, especially with the TICKS and FLEAS season already upon us.

Even before this current pandemic and being an accredited AAHA medical facility, our staff has been trained to disinfect the clinic premises on a very regular basis. We use a virus killing spray on frequently exposed surfaces – with special focus on the waiting area, examination rooms, surgical and treatment areas.

We would like to request clients, that if you are in self-isolation or If you have travelled to an at-risk area, have come into possible contact with a COVID – 19 positive person, or have any signs of respiratory disease, we ask that you delay any routine care or elective surgeries for your pet.

Also, please DO NOT STOCKPILE on FOOD. We will now be selling only good for 2 months supply of food/per pet/per client at a time. We are already currently on allocation from our suppliers as they struggle to handle the large demand/volume of pet food and products.

Also please note that effective immediately, we will no longer accept cash or cheques in our hospitals. We will continue to accept Visa, Mastercard, and debit. Financing is also available through our partner, Paybright.

Please be assured we are here for you to provide extended hours.

Monday-Friday 8am-9pm and Saturday 9am-6pm

We are close on Sundays and holidays.

Our goal is to keep our essential services available to the communities we serve and to be there for you, and your pets. There is no doubt that we are in uncharted territory, but of this we are certain: we will get through this, stronger and more resilient than ever. From everyone at Mercy Animal Hospital, we thank you for your support and hope you stay well, stay safe, and take care of one another. Please reach out to us by phone or email if you have any questions.

Sincerely Yours,

The health care team of

Mercy Animal Hospital