Welcome to Arrowleaf Veterinary, we are grateful that you chose to trust us with your companion’s healthcare. At Arrowleaf Veterinary, we believe the bond you share with your pet is strongest when they live their healthiest and happiest life. Our goal is to make sure you can be empowered and informed in your veterinary decisions. We strive to provide the best veterinary care through kind and respectful communication, educated and well-trained staff members and above all excellent patient care.  
 

To help you understand what we expect from our clients and what you can expect from us, please carefully read the following: 

Communication 

We value clear, honest, and kind communication. We expect to treat all our clients with respect, and we expect our clients to treat our entire team with respect. We expect you to arrive on time for your appointments, and we will do everything in our power to accommodate you during your appointment time. We expect you to provide accurate information regarding your pet’s medical history including any previous veterinary records prior to your appointment.  

You can expect us to engage with you in a professional and compassionate manner. You can expect prompt and clear communication regarding your pet’s health, diagnostic and treatment options, and prognosis. You can expect transparent pricing and estimates for procedures or services when requested. You can expect courteous responses to questions, concerns, or complaints. 

Appointment Policy 

We accept appointment requests both by phone and through our website: www.arrowleafveterinary.com. We offer a variety of options for your visit. An exam with the doctor consists of an in-person exam and can be scheduled as previously described. A drop-off exam is done when your pet is experiencing an urgent or emergent issue, and our scheduled exams for that day are full. The doctor will examine your pet and fit in conversations with you over the phone and any decided upon diagnostics or treatments between other scheduled appointments or procedures. These types of appointments cost more than a scheduled appointment because of the added burden on our doctors and staff. Drop off appointments and surgical procedures do not count as scheduled appointments. A technician appointment is a convenient way to update vaccines, perform nail trims and other grooming, or obtain necessary lab samples.  

Technician appointments can be scheduled as follows:  

Your pet has had a scheduled appointment within the last year: nail trims, anal gland expressions, and heartworm testing. 

Your pet has had a scheduled appointment within the last 6 months: vaccine update, plus all of the above. 

Monitoring diagnostics or ongoing treatments for chronic diseases can be scheduled as technician appointments at the doctor's discretion. 

We do not require payment at the time of scheduling your appointment unless you are scheduling more than one pet at a time. In that case, we require a deposit of the cost of each of the exams for the pets you are scheduling. That deposit will be applied to your invoice at the time of your appointment unless the appointment is cancelled within 24 hours (see “Cancellation Policy”). We block off a large amount of time for multiple pet appointments, and those can be hard to fill when cancelled within 24 hours. 

Cancellation Policy 

We understand that life can be unpredictable. We ask that if you need to cancel your appointment, that you give us as much advanced notice as possible. If you cancel within 24 hours of your appointment 3 times, we will require a deposit of the cost of your exam at the time of scheduling. If you cancel that appointment within the 24-hour window, your deposit will be lost and a new deposit will be required to reschedule.  

Similarly, if you made a deposit when scheduling a multiple pet appointment and must cancel within 24 hours of your appointment, that deposit will be lost and a new deposit will be required to reschedule.  

Payment Policy 

We require payment at the time of service. We do not offer payment plans. If you are concerned about payment prior to your appointment, please let either your doctor or our staff know, and we will remain within your budget. If you would like an estimate of services, we are happy to provide one for your review. The provided estimate is then valid through the stated date. If an estimate has expired upon the date of your pet's planned procedure or service, an updated estimate can be requested at that time.  

Medication Refills 

According to the Oregon Pharmacy Board, your pet needs an exam with one of our doctors within the year for us to prescribe medication refills. Arrowleaf Veterinary policy requires the exam to be a scheduled exam. Drop-off exams and surgical procedures will not be sufficient to accommodate refills. If you need a medication refill from our clinic pharmacy or Vetsource, please let us know and we will make every effort to fill medications within 24 hours of your request.  Medication refill communication through outside pharmacies not affiliated with Arrowleaf Veterinary is your responsibility. Please be aware that medication requests through outside pharmacies may result in delay of approval outside of our control.   

After Hours Emergencies 

Our doctors are on call Monday through Thursday evenings from 5pm to 8pm for established clients. We are committed to providing this service to help you decide if your pet is experiencing a true emergency and to decrease the burden of calls on the emergency hospitals. You can access the emergency line by calling our office number (541) 436-4116 and you will be prompted to leave a message. The doctor on call will make every effort to call you back as soon as possible. The doctor will guide you through the next steps for your pet and determine a plan for care. If your pet is experiencing a true emergency, the plan will consist of going to an emergency veterinary facility. Our website has a list of options in the Portland/Vancouver area.  

Arbitration 

In the event you are dissatisfied with our services we require all matters to be resolved via arbitration.