Practice Policies
To ensure we can maintain an efficient schedule, reach all our clients safely, and deliver the highest quality of service, we have outlined the following guidelines & policies. All clients are expected to read and abide by these policies to help us make every house call a successful and positive experience. These policies are subject to change and periodic updates. By utilizing our services, clients acknowledge their responsibility to periodically review these policies.
Communication & Response Times
Primary Point of Contact
623-396-9185 (call or text)
Our phone and email are your primary points of contact for all inquiries, including appointment scheduling, general questions, and current treatment plans. If we are unable to answer your call, please leave a detailed voice or text message.
For Pet Health Concerns: To ensure efficient care, all health-related concerns are routed through our support staff. They will gather the necessary details and pass the information on to our doctors, who will advise on the best course of action.
Phone Availability & Standard Response Times
PHONE AVAILABILITY: Our phone line is configured to ring for live answering only during our posted office hours. Outside of these hours, the line directs all callers straight to voicemail, which is monitored by our team for urgent needs. Please check our homepage for current office hours.
To ensure we can provide you with the most attentive and efficient service, we kindly ask that you leave a detailed voicemail or text message whenever you are unable to reach us directly. Leaving a message allows our team to review your file or gather necessary information before returning your call, ensuring we can better assist you when we connect.
STANDARD RESPONSE TIMES:
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During Office Hours: If we are unable to answer your call during business hours, please leave a detailed message. We strive to respond to all mid-day messages as soon as possible.
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Outside of Office Hours & On Weekends: We will do our best to return all non-urgent inquiries received outside of our posted office hours on our next standard business day.
After-Hours Communications
Our phone line is monitored after our office hours for urgent medical situations only. Non-urgent messages will be returned during our posted office hours.
The phone will not be answered directly after-hours; you must leave a detailed voicemail or text message to receive a call back. We do our best to respond promptly to urgent messages after-hours.
If you contact us after-hours with an urgent concern, please state the urgency clearly. Our ability to respond or schedule urgent after-hours appointments is limited and not guaranteed.
Weekend Communications
Our phone line is monitored on weekends for urgent medical situations only. Non-urgent weekend messages will be returned during our posted office hours.
The phone will not be answered directly on weekends; you must leave a detailed voicemail or text message to receive a call back. We do our best to respond promptly to urgent messages on weekends.
If you contact us on a weekend with an urgent concern, please state the urgency clearly. Our ability to respond or schedule urgent weekend appointments is limited and not guaranteed.
Emergencies
Severe Trauma or Life-Threatening Symptoms
McGee Veterinary Service is a mobile practice and is not equipped or staffed to handle surgical procedures or critical care.
For true emergencies, such as severe trauma or life-threatening symptoms, it is always best to go directly to the nearest 24-hour emergency veterinary hospital. For guidance on what constitutes a veterinary emergency, please review our blog post on emergency situations here.
Our Emergency Phone Line
If you select our dedicated emergency extension from our phone tree, please be aware that the phone will not ring through to a live person. You must leave a detailed voicemail. We monitor this voicemail during business hours, after business hours, and on weekends. We do our best to respond promptly to urgent messages. Our ability to respond after-hours and on weekends is limited and not guaranteed.
Appointments
Arrival Window
Due to the nature of a house call practice, we operate using a 60-minute arrival window. For example, if your appointment is scheduled for 2:30 PM, we will do our best to arrive between 2:00 and 3:00 PM. You will receive a text message notification when our team is on their way to your address.
Extended-Hours Appointments
Appointments scheduled outside of our publicly advertised appointment availability (as listed on our homepage) are considered extended-hours appointments. Appointments booked during these times will incur an extended-hours fee of $75. This fee is added to the total cost of services rendered. Extended-hours appointments are subject to availability.
Telehealth/Virtual Appointments
McGee Veterinary Service does not offer telemedicine or virtual appointments.
Holidays
Our mobile service will be fully closed and appointments will not be available on the following major holidays: New Year's Day, Memorial Day, 4th of July, Labor Day, Thanksgiving Day, and Christmas Day. The days immediately preceding and following a major holiday will often have extremely limited appointment slots and involve reduced hours. We cannot guarantee same-day urgent availability during these limited service periods.
Chronic Condition Management (CCM) Appointments
At McGee Veterinary Service we are committed to the long-term wellness of pets living with chronic illnesses. To support consistent care, we offer a discounted Chronic Condition Management (CCM) Exam.
QUALIFYING CRITERIA
To qualify for the CCM rate, the appointment must meet the following requirements:
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Forward-Booking: The appointment must be scheduled during a previous visit. This ensures a proactive care plan is in place.
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Established Diagnosis: The pet must have a pre-existing diagnosis already managed by our practice.
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Singular Focus: The visit is dedicated solely to the monitoring and treatment of that specific chronic condition. No other services, such as vaccines, will be performed during CCM visits.
INCLUDED CONDITIONS & TREATMENTS
This exam tier is intended for routine monitoring, prescription management, and recurring therapeutic injections, including but not limited to:
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Osteoarthritis Management: Librela, Solensia, or Adequan injection cycles
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Allergy Management: Routine cytopoint injections, prescription diet adjustments
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Endocrine & Internal Medicine: Follow-up bloodwork or medication adjustments for Addison's Disease, IBD, thyroid issues, etc.
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Kidney Disease: Routine subcutaneous fluid therapy and renal monitoring.
EXCLUSIONS & REVERTING TO STANDARD FEES
To maintain the discounted rate, the scope of the visit must remain focused on the chronic condition. The standard exam fee will apply if:
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Preventative Care: Other routine services, such as vaccinations, heartworm testing, or wellness screenings, are performed during the visit.
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New Medical Concerns: Any new or unrelated symptoms are discussed or examined (ex, "While you're here, can you look at this new lump/ear infection?")
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Acute Flare-ups: The chronic condition has progressed to an acute crisis requiring intervention or significant diagnostic changes.
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Lapsed Schedule: The appointment was not forward-booked or the recommended treatment interval was missed.
Same-Day & Urgent Appointments
Same-Day Availability
Same-day appointments are offered strictly based on the current day's availability and route flexibility and are not guaranteed to be available.
Same-Day Appointment Fee
A $75 same-day appointment fee will be applied to all same-day appointments, in addition to the cost of services rendered.
Same-Day Urgent Euthanasia
We recognize that end of life care cannot always be planned. We will make every effort to accommodate same-day euthanasia services for both current clients and non-clients based on availability and scheduling constraints.
Same-Day Sick Pet or Wellness Appointments for Current Clients Only
To ensure we can access existing medical records and provide efficient care, same-day sick pet or wellness appointments are reserved for our active, established clients.
Cancellation & Rescheduling
Cancellation/Rescheduling Notice
We require at least 24 hours' notice for any cancellation or request to reschedule an appointment.
Late Cancellation Fee
Appointments canceled with less than 24 hours' notice will be subject to a cancellation fee of $50.
No-Show Fee
If our team arrives at your scheduled location and we are unable to contact you or gain entry to begin the appointment within 10 minutes of our arrival, this will be considered a no-show. A no-show fee of $100 will be assessed to cover the loss of the appointment slot and travel costs.
Prescriptions & Refills
Prescription Fulfillment Options
OUR MOBILE PHARMACY: For your convenience and for immediate needs, MVS carries prescription medications that can be purchased directly from our team during your scheduled in-home vet appointment.
MCGEE VET ONLINE PHARMACY: Recommended for refills and home delivery. A full range of medications, food, and preventatives delivered directly to your home. Auto-ship available. Please click here to be taken to our online pharmacy.
WRITTEN PRESCRIPTION: A physical, signed prescription provided to you to fill at a pharmacy of your choice. A written prescription will be provided upon client request. Can be mailed to client for a small service fee or picked up at our office location by appointment only.
Refill Requests
Refill requests for existing prescriptions can be submitted via our online pharmacy, or by call, text, or email.
***To ensure your pet never misses a dose, please submit prescription refill requests 5-7 business days before your current supply runs out:
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Veterinary Approval: Allow 1-2 days (excluding weekends and major holidays) for our team to review and approve your request.
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Online Pharmacy Orders: Once our team has approved the prescription refill request and the client has paid, our online pharmacy requires additional time for fulfillment and home delivery. Different shipping options/speeds are available at checkout.
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Written Prescriptions: If you prefer a physical written prescription to be mailed to your home, please account for an additional 3-5 business days for USPS delivery in addition to our internal approval time.
External Pharmacy Communication
To maintain efficiency, reduce errors, and dedicate our full attention to patient care: we do not fax, email, or call in prescriptions to external/third-party pharmacies.
Valid VCPR (Veterinary-Client-Patient Relationship) Required
As required by law, no new prescriptions or refills will be authorized, written, or dispensed unless the patient has received a physical examination by one of our veterinarians within the preceding twelve months.
Payment
Payment Due Date
Full payment is due at time of service. We are fully equipped to process payments on-site.
Accepted Payment Methods
We accept cash, check, and credit/debit cards. For the safety of our team, we do not carry change with us. If you choose to pay with cash, please be prepared with the exact amount. Any overpayment will be added as an account credit for your next visit.
CareCredit & Other Financing
We can accept the CareCredit Rewards MasterCard. We are unable to accept the traditional CareCredit card. We do not provide any financing options.
Returned Checks/Failed Payments
Any check returned for insufficient funds or credit card payments that are declined after the service has been rendered will incur a returned payment fee of $35 (or the maximum amount allowed by law). Clients in this situation will be required to save two cards securely on file with our practice for the payment of all future services. Past due balances must be paid in full before future appointments will be scheduled. Future appointments will require payment via credit card on file or cash only.
Card Chargebacks
Initiating a credit or debit card chargeback for services rendered is considered a breach of our payment agreement. If a client disputes a credit or debit card charge that has been successfully processed for services provided or other fees (cancellation fee, no-show fee, etc.), they will be responsible for the full original amount plus any associated banking fees. Clients who initiate a chargeback will be permanently restricted from scheduling any future appointments or receiving services from our mobile veterinary practice. Any existing appointments will be subject to immediate cancellation.
Client Conduct & Safety
Zero Tolerance
We maintain a strict zero-tolerance policy for any form of verbal abuse, harassment, discrimination, or threats directed toward our staff. This includes all forms of communication, such as in-person interactions, phone calls, text messages, and email correspondence. Any violation will result in the immediate termination of the appointment (if applicable) and cessation of all future services.
Safe Environment
Prior to our arrival, clients must ensure the appointment area within the home is safe, clean, and free of any hazards (ex: slip risks, sharp objects, weapons, construction materials). For the safety of our staff, the main entry/exit door that the veterinary team utilizes (ex: the front door) must remain unlocked and unobstructed for the entire duration of the appointment.
Intoxication, Impairment, & Tobacco Use
We reserve the right to immediately terminate an appointment if any client or other person on the property appears to be under the influence of drugs or alcohol. We require that no tobacco products (including cigarettes, cigars, pipes, vaporizers, or e-cigarettes) be used inside the home during the appointment/immediately prior to the arrival window, or in the immediate vicinity of the mobile unit. If an appointment is terminated under this policy, the client will be assessed the cost of the exam fee (or the fee for services already rendered, whichever is greater), and all future services may be discontinued.
Right to Terminate Services
Our staff reserves the right to immediately end the appointment and leave the premises at any time if they feel unsafe, threatened, or if the environment is deemed medically inappropriate or hazardous to the staff's well-being or the patient's care. If an appointment is terminated under this policy, the client will be assessed the cost of the exam fee (or the fee for services already rendered, whichever is greater), and all future services may be discontinued.
Feral, Outdoor, or Hard-to-Handle Cats
Scope of Policy
This policy applies to all feline patients who meet any of the following criteria:
FERAL OR COMMUNITY CATS: Cats that are unsocialized or live primarily outdoors.
OUTDOOR & INDOOR/OUTDOOR CATS: Pet cats who regularly spend time outdoors and may be less accustomed to handling.
PREVIOUSLY FERAL/RESCUED CATS: Cats with a history of ferality or limited socialization, regardless of current behavior.
ANXIOUS OR AGGRESSIVE CATS: Pet cats that are difficult, aggressive, or extremely anxious during veterinary handling or transportation.
Pre-Appointment Confinement Requirement
All cats falling under this policy must be securely confined in a humane live trap, hard-sided carrier, or small room without places to hide prior to the start time of the scheduled appointment. Feral or high-risk aggressive cats must be contained in a humane live trap or hard-sided carrier. If using a hard-sided carrier, a carrier with a front door and a top door is preferred.
IMPORTANT: For the safety of our staff, we will not attempt to catch, restrain, or transfer an unconfined feral or hard-to-handle cat from its location in the home, yard, or a difficult to reach area. The cat must be contained and accessible to the veterinarian upon arrival.
Preparation & Safety Guidelines
Bring the carrier inside and cover the carrier or trap with a towel or blanket after confinement (ensure adequate airflow). This reduces stress and anxiety for the cat. Keep the contained cat in a quiet, confined area away from other pets and excessive noise until the veterinary team arrives.
Improperly Confined or Extremely Aggressive Cats
If the cat is not properly confined in an approved method upon the veterinary team's arrival and/or the cat poses a risk to the staff or itself:
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The veterinarian will assess the safety risk. If the cat cannot be safely examined or treated, the appointment will end.
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The client will be responsible for paying the full price of the exam fee, as the appointment time was reserved and the veterinary team traveled to the location.
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The veterinary team may schedule an appointment for a later date and prescribe mild oral sedatives to be given prior to future visits if deemed appropriate.
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The veterinary team may recommend a referral to a different clinic or an animal behaviorist.
Anxious or Aggressive Dogs
Scope of Policy
This policy applies to all canine patients who have a history of, or display signs of, aggression, reactivity, severe anxiety, or fear biting. This includes, but is not limited to, dogs who:
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Require muzzling in a traditional clinic setting.
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Have attempted to bite or have successfully bitten a person or animal.
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Display severe fear, lunging, snapping, or growling when approached by strangers.
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Are known to be protective of the space, food, or handler.
Safety Requirements Upon Arrival
For the safety of our staff, the following two requirements must be met before our veterinary team enters the premises:
SECURE LEASH CONFINEMENT: The dog must be wearing a properly fitted leash and collar. Retractable leashes not permitted. The dog must be physically restrained by the client. The client must maintain control of the leash in a way that prevents the dog from approaching or making contact with the veterinary staff until instructed otherwise.
MUZZLE APPLICATION: If the dog has a history of aggression, biting, or a high likelihood of defensive aggression during handling:
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The dog must be wearing a properly fitted muzzle before the start of the appointment.
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The client is responsible for ensuring the muzzle is correctly fitted and that the dog is acclimated to wearing it prior to our arrival.
Improperly Restrained or Extremely Aggressive Dogs
If the above safety requirements are not met and/or the dog poses a risk to the staff or itself:
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The veterinary team will not proceed with the examination.
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The client will be responsible for paying the full price of the exam fee, as the appointment time was reserved and the veterinary team traveled to the location.
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The veterinary team may schedule an appointment for a later date and prescribe mild oral sedatives to be given prior to future visits if deemed appropriate.
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The veterinary team may recommend a referral to a different clinic or an animal behaviorist.