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Patient Information

What to Expect Your First Visit

Check in at the front desk at least 15 minutes prior to your appointment so we can process the necessary paperwork.

Once you’ve checked in, someone from our professional team of students, staff and faculty will escort you to an exam room and get to know you and your pet’s needs. They will obtain a thorough history and physical examination.  We carefully examine and explain everything so there is a common understanding, which is why your assessment may take longer than normal. Remember, a supervising veterinarian will always oversee and approve everything that is recommended for your pet.

What To Bring to Your Appointment

If you are a new client, please arrive at least 15 minutes before your appointment time to complete new client paperwork. If you are an existing client, please arrive at least 10 minutes prior to your appointment to allow enough time to complete necessary registration procedures. Please cancel appointments only when it is absolutely necessary and as a courtesy we ask that you do so at least 48 hours prior to the scheduled appointment time.

Payments for Service & Payment Plans

Payment for office services are due at the time of service. Payments for prescriptions are due in full prior to placement of the order. If you are unable to pay for your services on the date of your appointment, we will be happy to reschedule your appointment. For your convenience, we accept cash, personal checks with valid identification, Visa, Mastercard, Discover, and American Express and Care Credit. For your convenience, we offer a financing option through care credit.  Apply online at www.carecredit.com or by calling (800) 365-8295 prior to your appointment.

Patient Financial Assistant Program

We are here to serve the community, and offer a program to assist the people. Please contact us at 623-806-7387 regarding the Patient Financial Assistant Program.

Non-Payment

The Animal Health Institute will attempt to make payment arrangements when necessary. However, if a payment plan has been established and no payment activity has occurred on the patient account, this may result in dismissal from the Animal Health Institute and other Midwestern University Clinics, and the account being sent to a collection agency.

Medical Records

Medical records are the property of the Animal Health Institute. As the patient, you have a right to view them and have reasonable access. Copies of your records will be provided to you or forwarded to another provider upon your signed written request. There is a nominal fee charged for attorney- requested medical records.

Patient Inquiries

If you have any questions about your pet’s treatment, associated fees, or your rights, you should contact the Practice Manager (CAC or EBC).

Resolution of non-financial patient problems and/or complaints should be attempted to be resolved while the client is in the Animal Health Institute with their veterinarian.  In the event that this effort is unsuccessful, the client may ask to consult with the Practice Manager.

Problems of a financial nature should be directed to the Patient Accounts Office. All clients, students, faculty and staff will be alerted to potential conflicts and will try to identify them early and resolve them as soon as possible.

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