Frequently Asked Questions

About Our Animal Hospital

  • Why can’t my pet see the same veterinarian/veterinary technician each time we visit?
  • We make every effort to accommodate our clients’ requests. However, there may be circumstances that prevent a certain veterinary team member from being available during your pet’s visit. Scheduling conflicts, emergency situations, and vacation schedules all play a role in their availability. Please feel free to ask for a specific veterinarian or veterinary technician when you schedule your appointment, and we will do what we can facilitate your request. However, please be understanding if we can’t. All of our team members are skilled professionals who look forward to your pet’s visit.
  • Why is my veterinarian referring my pet to a specialist?
  • We want our patients to have the best possible outcome. This is why we sometimes make the decision to refer patients to veterinary specialists or specialty clinics when advanced training or equipment will be beneficial.

    Our veterinarians make every effort to stay current and skilled in many aspects of animal health. However, board-certified specialists have extensive experience and training in a particular area of veterinary medicine or surgery. And specialty clinics and university-affiliated referral centres have specialized equipment to perform procedures that are not routinely undertaken by general practitioners.

    Be assured that when we refer a patient to another hospital, we continue to stay involved with his or her care, consulting with the treating specialist and often providing any needed follow-up care and rehabilitation.

  • Can I call and have you fax a copy of my pet’s rabies certificate and proof of vaccinations to the kennel where my pet will be staying?
  • We can send proof of vaccination to your pet’s kennel. Just let us know the fax number.
  • What are your vaccination requirements for boarding?
  • We require that cats be vaccinated against rabies, feline rhinotracheitis, calicivirus, and panleukopenia (feline distemper). We highly recommend they be vaccinated against feline leukemia virus (FeLV) as well.

    We require dogs that are staying for the day to be vaccinated against rabies, distemper, adenovirus, parainfluenza, parvovirus, and we highly recommend Bordetella (kennel cough) as well.

  • Do you perform at-home euthanasia?
  • We are able to visit you and your furry family member at home through our mobile veterinary service.
  • I’ve decided it’s time to let my pet go, but he/she is uncomfortable and can’t move very well, and I would really prefer to not drag him/her to the hospital. Can you come to my house?
  • Yes, our mobile veterinary service brings medical care into the comfort of your own home.
  • If my pet’s problem doesn’t get better, can I get a refund for his/her veterinary care?
  • Unfortunately, we can’t offer refunds for veterinary care. Our fees cover the cost of examining, testing, diagnosing, and treating your pet. Not all health problems have a straightforward solution. Some may be chronic, requiring a long-term management plan; others may be more difficult to diagnose or may involve several causes. A cure may not always be possible, and treatment may be ongoing. Your veterinary team will do everything they can to find answers and continue to help your pet.
  • What precautions/measures do you take so my pet doesn’t feel pain related to surgery/injury/infection/chronic disease?
  • At Neighbourhood Pet Clinic in London, Ontario, your pet’s comfort is a priority for us. Using our knowledge of pain medication and pain relief strategies, we do everything we can to prevent and manage your pet’s pain under all circumstances. Our human protocol procedures will tailor a pain management plan to your pet’s medical condition and individual needs.
  • I’m worried about my pet’s upcoming surgical procedure. What do you do to help ensure your patients’ safety during surgery?
  • As with all our surgeries we follow human protocols the same way London Health Science Centre would for you. We perform a physical exam and pre-anesthetic testing before surgery, start with initial pain meds and continually monitor your pet/furry family member during surgery.

    During the procedure, a veterinary technician’s only role is to continually assess your pet’s heart and respiratory rate, blood pressure, and other vital signs to help prevent any anesthetic risk using our monitoring equipment.

    We also provide appropriate pain medication during recovery and when they go home, making the procedure easier for them.

  • I think my pet ate something that’s making him/her sick, and he/she has lost consciousness/is having seizures/trouble breathing. What should I do?
  • During normal business hours, bring your pet in immediately. Call us right before you leave or while you’re on your way to help us prepare for the situation.

    If your pet gets sick outside our normal hours, take your pet immediately to the London Regional Veterinary Emergency and Referral Hospital. They are open 24 hours a day, 365 days a year and can be reached by calling 519‑432‑3300.

  • I think my pet ate something that could be poisonous, but he/she seems fine. What should I do?
  • Don’t panic, but call us right away. If it is outside of our normal business hours, leave a message, and one of our veterinarians will return your call quickly. If your pet is not showing any adverse symptoms, you can also call the ASPCA Animal Poison Control Center at 888-426-4435. You may be charged a consultation fee.
  • I think something’s wrong with my pet. Can I call you and have a veterinarian give me a diagnosis over the phone?
  • Veterinarians can’t diagnose over the phone. Besides being unethical and illegal, diagnosing by phone doesn’t allow veterinarians to physically examine a pet. A physical exam is necessary so your veterinarian can provide an accurate diagnosis and proper treatment. Treating a pet for the wrong disease or condition will cost more in the end and could be harmful or even deadly to your pet.
  • Why do you check my dog’s weight every time he/she comes in for a visit?
  • We keep track of your pet’s weight just like your doctor’s office keeps track of your height and weight each time you visit. Having an accurate and current measurement of your pet’s weight will help us ensure that we prescribe the right dose of preventives, medications, and any needed anesthetics. It can also help us notice any early clues to health concerns. In addition, a regular weigh-in can help you track and manage your pet’s weight.
  • I have a hard time controlling my pet in the lobby. Can I make arrangements so I can take him/her into the exam room right away when I arrive?
  • Yes. When you call to schedule your appointment, please let us know that you would prefer to wait in an exam room.
  • My pet is a handful. Can I pay my bill ahead of time or in the exam room so I don’t have to wait in the lobby after the exam is over?
  • Yes. When you call to schedule your appointment, please let us know that you would like to be billed in advance. We typically ask for a credit card and will send you a receipt at your request. Depending on what services or procedures we have provided your pet, we may need to add additional fees to your bill. We will contact you to let you know if this is the case.
  • My pet is really well trained. Does he/she need to be on a leash/in a carrier when we visit the hospital?
  • For the safety and protection of all clients, patients, and veterinary team members, we require all pets to be on a leash or in a carrier when they arrive at our hospital. They must continue to be restrained while they are in the reception area and while travelling to and from the exam rooms. Your veterinarian or veterinary technician will let you know when it’s OK to let your pet off leash or out of his or her carrier.

    There is often a lot going on at our hospital. Combine that with the unfamiliar surroundings and new animals, and any pet — even one that is well trained — might become uneasy or excited. We want you and your pet to have as pleasant an experience as possible every time you visit our hospital, so we ask all our clients to respect our policy.

  • I brought my pet to see the veterinarian for a problem, and my pet isn’t getting any better. What can I do?
  • Call us at 519-649-0080. Just like doctors, veterinarians sometimes need to try more than one treatment/medication to find the solution to cure or manage a pet’s condition. Please let us know if something we recommended or prescribed isn’t helping. We want to work with you to find the right answers for your pet.
  • Is it OK to call with questions about my pet’s health?
  • Although we can’t provide lengthy consultations or a diagnosis over the phone, we welcome questions from our clients. Please feel free to call us at 519-649-0080 or stop by anytime.
  • My pet needs to come in for a regular exam/minor procedure, but I don’t have time to wait at the hospital the whole time. Can I drop my pet off and pick him/her back up later in the day?
  • We do offer drop-off appointments. Please call us at 519-649-0080 to arrange this service. We usually ask that you drop off your pet in the morning. We will call you once your pet is ready to be picked up.
  • Do you offer any payment plans?
  • Unfortunately, we do not offer any payment plans at this time. We request that you pay for services provided at the time of your pet’s visit. If you have any questions about our payment policy, please feel free to ask.

    We recommend that you include the cost of veterinary care in your annual expenses. However, we understand that this sometimes isn’t possible. If you contact us ahead of time, we can help you determine ways to keep costs down and stay within your budget. For instance, some preventive veterinary care can be spread out over several visits. Your veterinarian will work with you to come up with a cost-effective plan to keep your pet current on vaccinations and other necessary services.

    We do accept major credit cards, as well as veterinary insurance plans, which can help cover many routine and emergency services.

  • What forms of payment do you accept?
  • We can accept any of the following payment methods: cash, personal cheque, Visa, MasterCard, American Express and Discover. We also accept most pet insurance plans.
  • What’s the best way to schedule an appointment?
  • To make an appointment with our animal hospital please call 519-649-0080 to book a convenient appointment time, or use our online appointment scheduler to request a date and time.
  • Where is your clinic located?
  • As your Neighbourhood Pet Clinic in London, Ontario, we can be found at two convenient locations:

    Westmount Neighbourhood Pet Clinic
    851 Wonderland Road South
    London, Ontario N6K 4T2

    North London Neighbourhood Pet Clinic
    746 Waterloo Street
    London, Ontario N6A 3W3

    In-Home Services
    City of London
    (Available during Clinic Hours)

    Please call 519-649-0080 to schedule an appointment.

  • What do I do in the case of an emergency and your clinic isn’t open?
  • In an emergency, please call the London Regional Veterinary Emergency and Referral Hospital at 519‑432‑3300. They are open 24 hours a day, 365 days a year.
  • What are your hours of operation?
  • Monday to Friday, 8am – 7pm
    Saturday, 9am – 4pm
    Sunday, Closed

    We are always open on long weekend Saturdays. Our clinic is closed on Statutory Holidays and Sunday only.