COVID-19 Updates

Preventing Pet behavior problems due to COVID-19. Click to learn more

Dear Client,
Pet Pals Holistic Veterinary Hospital wanted to take a moment to reach out to you during these tumultuous times to offer our hand in
partnership and ask for your help as we work together to care for your animal family. As essential service providers, we are happy to
be here for you and your pet. Like most practices around the country, we are also experiencing phenomenally high demand. Homebound people are adopting new pets and have time to pay close attention to the ones they have. They are catching problems early
which makes us happy. However, this phenomenon has caused our schedule to be filled to over-capacity and our team to be spread
thin as we try to help the most pets possible. It has also caused delays in being able to get pets seen as fast as normal. We just wanted
you to know what it is like on our side of the exam table to help you plan accordingly.

First and most importantly, we understand! The constant disruption of our routine is taking a toll on us all and like everyone we are
feeling the pain. It seems the news is all negative and the rules change daily. The world is being shaken to the core. We are mentally
and quite often, physically exhausted. We are supposing you feel the same.

Sometimes we want to cry and other times shout in anger. Sometimes we want to go hide in the corner in fear for our family, our team, and our clients. Twenty-twenty so far has been a very hard year.

In the face of this pressure, at times individuals aren’t their normal pleasant selves. If you have experienced folks being more easily
infuriated in your life perhaps you can relate.

The vast majority of our clients, like you, are wonderful, thoughtful, grateful, and patient as we work through new COVID protocols
and seemingly daily changes in workflow. For those, we are eternally thankful. If we could hug you, we would! A few others are
enraged with the changes and restrictions on our availability and team safety protocols. Please know these changes and limitations
frustrate us too.

We want to see you. We want to not wear masks. We want to not have to find your car for curbside care. We want to shake your hand.
We want our normal back too. In recent days, exasperated clients have lost their tempers and accused us of not caring because we
can’t get them in as fast as they desire. They have shouted at, demeaned, and threatened us in their annoyance with world
circumstances we can neither control nor fix. Even though we are performing care the best we can, we have been verbally attacked. As
COVID19 wears on this is becoming progressively worse and more frequent. Fear and frustration are driving this behavior but
understanding that does not make it hurt us less.

Because of this, we are reaching out to you for support. When you visit our practice, we ask that you come knowing that we are doing
our best and give us grace.

  • Our team can identify 200 breeds of dog, but we can’t tell an Acura from a Ford.
  • PLEASE bring your mobile phone as it is the only way we will know you have arrived and how will communicate with you
    in the parking lot.
  • Bring something to do. The typical visit will take a while longer than normal.
  • Put our number in your phone so you won’t think we are spam when we call to ask questions.
  • Follow the instructions we share when you call so that your visit is as seamless as possible.

When we all work together, we can help you best.

When you have a positive experience, it would mean so much if you would share kudos with our team and in reviews. Kind words and
helping our patients are what keeps us going in these crazy days. The generous souls who send us cards or bring us food are our
heroes. Thank you, a million times!

If you are unhappy, we do want to know so we can learn and improve, but please share your views in a calm and professional manner
so we may address it and solve it if possible. We promise to listen.

Times are hard, but people don’t have to be. All we need to do is look at our pets to see how love, kindness, and empathy makes the
the world better and model their behavior.

We really are in this together.

Thank you for your time and if you, like us, are considered an essential worker, we appreciate your service to our community.

Sincerely,
Pet Pals Holistic Veterinary Hospital

COVID 19 PROTOCOL UPDATE
Effective March 18, 2020

We are moving to CURBSIDE CONCIERGE SERVICE and closing our lobby to clients except for the end of life care. Please park in a numbered spot outside our door and call us from your vehicle and we will guide you from there.

With recent developments in the COVID-19 outbreak, Pet Pals Holistic Veterinary Hospital wants our clients to know that we are open and will still provide primary care to our patients unless otherwise advised by the CDC, AVMA or local authorities.

  • Please be aware our phone lines and staff can be unusually busy as we move to more distance care.
  • Please Email Us with non-urgent issues and we will work on responding as soon as possible.
  • Please allow 24-48 hours for prescription refills – we will text you when they are ready.

Note: Some calls will roll to voicemail or that too has been busy several times!

We are getting used to our new protocols and hope you can be patient these next few weeks as we become faster at our new appointment flow. We are working on a telemedicine portal that should aid us in the coming weeks. Please opt-in for texts and make sure your e-mail and cell phone number are up to date on your pet portalyou can find the link on our website.

Please be on the lookout for shortened office hours in the future as we cope with decreased staff availability due to absence for child care, illness, etc. We will post any changes to Facebook and our website.

We want to keep our patients and our staff healthy.
Please contact us before your appointment so we can reschedule any routine medical care or properly address acute illnesses IF caretakers are:

  • Currently ill or have any cold or flu-like symptoms in the last 14 days or
  • In contact with someone diagnosed with COVID-19 or
  • Traveled or were in close contact with anyone who has traveled to any of the countries listed as a Level 3 Travel Advisory by the CDC in the last 14 days. (China, Europe, Hong Kong, Iran, etc.)

Infectious disease experts and multiple international and domestic human and animal health organizations agree there is no evidence at this point to indicate that pets become ill with COVID-19 or that they spread it to other animals, including people.

For more information on COVID-19 and pets please click on the following links:

We apologize for any inconvenience. We want you to know we are here for our patients and we are dedicated to keeping all members of our families healthy!

Please be kind and be well.

Sincerely,
Dr. Towle, Dr. Olden-Stahl and staff