1) What are your business hours?
Our hours of operation are Monday through Friday 8am-6:30pm. We have doctors available to care for patients Monday through Friday 8am-6pm.
2) What types of animals does your hospital see?
Our veterinarians are trained to examine and treat both dogs and cats.
3) How can I communicate with your hospital?
You may communicate with our medical team via phone, text, or email. Calling us directly is the fastest means of communication. Additionally, sending us text messages is a good option for sending us questions or information that only require a quick short reply. The standard turnaround time for replying to text messages is usually about 60 minutes but may be by end of the day during business hours. Finally, you may email us documents, forms, or any questions you may have. The standard turnaround time for replying to email is 24 hours.
4) What types of appointments do you provide for your patients?
We are a full-service dog and cat hospital which allows us to provide preventive care appointments including annual wellness examinations and vaccinations, urgent care appointments when your pet is ill and necessitating medical attention soon, and emergency care appointments when you pet is suddenly very ill and/or painful and needs to be examined right away.
5) Do you take walk-ins?
We are an appointment-based hospital which allows us to dedicate plenty of time to every patient who has an appointment with us. We have a couple of options for same day appointments which include the following types of appointments: 1) urgent care appointments- where your pet will be seen the same day you call for an appointment and we may ask that they remain with us for a few hours while we provide care and treatment. 2) emergency care appointments if your pet needs immediate medical attention. If our schedule permits, we are always happy to accommodate walk-ins in the next available appointment slot or as an urgent drop-off appointment.
6) How do I make an appointment for my pet?
You may schedule an appointment with one of our doctors in multiple ways which include calling the hospital and speaking directly with our client care specialist, on our website through our Online Booking option, or via our Petdesk application. The most immediate and convenient way is through our Online Booking option available on our website.
7) What is your appointment cancellation policy?
New Clients:
All New Clients are be required to pay a non-refundable scheduling fee to schedule an appointment with one of our doctors. The amount of the scheduling fee will be applied toward the examination fee the day the client comes in for the appointment. Note: No refund will be issued if the client cancels, misses the appointment, or needs to reschedule with less than 24 business hours’ notice.
Existing Clients:
All doctor appointments must be cancelled at least 24 business hours prior to the day of appointment. If the client does not show up or calls to cancel an appointment less than 24 hours before the appointment, a cancellation fee will be incurred.
All technician appointments must be cancelled at least 24 business hours prior to the day of appointment. If the client does not show up or calls to cancel an appointment less than 24 business hours before the appointment, a cancellation fee will be incurred.
8) Is there onsite parking?
Parking Is limited onsite with 6 slots for parking including an accessible parking space. If you are unable to find parking in our lot, there should be plenty of free street parking available. Please be mindful of the street signs for the amount of time allotted to park.
9) How early should I arrive for my appointment?
If you are a new client, we encourage you to arrive at least 5-10 minutes early to fill out any necessary paperwork and ensure we have all the information needed for your pet’s appointment such as previous medical records. If you are a current client, we encourage you to arrive at least 5-1 0 minutes early to ensure you have ample time to find street parking if our parking lot is full.
10) What if I am running late for my appointment?
We make every effort to keep our appointment schedule on-time, however we understand that situations may occur that can cause you to be late to your appointment. Please contact us via phone as soon as possible to inform us of your late arrival. If you will be more than 10 minutes late, we may ask you to reschedule your appointment or alternatively we can have you drop-off your pet with us so that we may perform the examination and consultation as soon as we have availability and contact you with recommendations.
11) What should I expect for my pet’s appointment?
When you arrive, you will check-in at our front desk with one of our Client Care Specialists. Upon check-in, you will be directed into one of our exam rooms where one of our technician assistants will obtain pertinent history and medical information from you about your pet. Shortly after, the doctor will enter the room to examine your pet and discuss their recommendations. Our technician will then review the treatment plan formulated by the doctor to get approval for any diagnostics and/or treatments. Based on your pet’s needs, we may ask to have your pet examined in our treatment room instead of the exam room typically because we have specialized lighting and more equipment to assist in our examination. Depending on the treatment plan, you may wait for your pet to be cared for or we may ask you to leave your pet with us for a short period of time. If your pet is in need of multiple diagnostics which will take longer than 30 minutes, we may ask that you drop-off your pet to stay with us while you leave momentarily and we will then contact you once your pet is ready for pick up. We make every attempt to give you an estimated time frame that we expect to have your pet ready for pick up so that you may plan accordingly.
12) How long does the average appointment take?
Appointment length varies depending on the type of appointment your pet has scheduled; whether it’s a wellness visit or a medical examination. It also varies depending on the types of diagnostics and treatment your pet will be having performed. On average, our wellness visits should take about 30-60 minutes. Medical examinations will often take longer especially if your pet will require diagnostics such as blood tests and x-rays or treatments such as ear cleanings. If we anticipate that your pet’s diagnostics/treatment will take longer than 30 minutes to complete then we will usually ask you to leave your pet with us for a short period of time. We will then contact you once your pet is ready for pick-up.
13) Do you have a public restroom in the hospital?
We currently do not have a public restroom in our hospital. We apologize for the inconvenience however we have a few public restroom options near the hospital. Please ask our receptionist for assistance with finding the restroom. Additionally, we are always happy to have your pet stay with us for treatment while you go home in order to avoid a long wait while in the hospital.
14) Where do you recommend patients go for emergency or afterhours care?
During normal business hours, we are usually equipped and able to handle your pet’s emergency care needs. However, depending on the type of emergency your pet is experiencing, we may recommend that your pet go to an Emergency Specialty Practice for more advanced care and hospitalization. We typically recommend that our patients seek emergency care at the following facility: ACCESS Specialty and Emergency Animal Hospital in Pasadena (626) 933-9600.
15) How do I request a refill for my pet’s medication?
You can request a refill of your pet’s medication through our website online prescription refill request form, via our hospital Petdesk application, or by leaving a message on our pharmacy extension when you call our main hospital phone number. Please note that it can take up to 48 hours to process prescription refill requests. When requesting a refill of your pet’s medication you will be asked to provide the following information:
1) Your pets name and last name
2) The name of the medication(s) you are requesting
3) A phone number where we can contact you to finish processing your request
16) How do I request my pet’s medical records?
You may request your pet’s medical records by emailing us at admin@petsadena.com and providing the following information:
1) Name and number of the Facility or person placing the request
2) Client Name and Last Name
3) Pets Name
4) Email address where records may be sent
If you are only in need of your pets vaccine records, you may access a copy of those vaccine records via the PetDesk application.
17) Do you have an online store?
How do I access it?
We offer our own online pharmacy where you can purchase most of your pet’s medications and over the counter pet supplements. Our online store is accessible via our website by clicking the Prescriptions Tab on the home page. You will then select Online Pharmacy from the drop-down menu and click to be directed to our online pharmacy. Once you are on the pharmacy homepage, you can create an account to search and purchase your pet’s medications. After you purchase the medication, we receive an email with your request and can approve it fairly quickly. We may contact you with questions prior to approval of the request.
18) How can I purchase prescription pet food?
We offer the entire portfolio of Purina Veterinary Diets via the Purina Vet Direct Website. You can go onto their page by clicking the Prescriptions Tab on the home page of our website. Then click Purina Vet Direct from the drop-down menu to take you to the Purina Vet Direct Website. You can order Purina prescription pet food directly from the manufacturer and we can approve the request online. For other brands of prescription dog food, you may purchase it through our Online Pharmacy, the Hill’s to Home website (we set up for you) or by picking up a written prescription to purchase from the provider of your choice.
19) What is the Petdesk app?
What can I do with the application?
Our PetDesk application is your pet care companion, designed to make managing your pet’s health easier and more convenient. With PetDesk, you can request appointments, refill prescriptions, receive reminders for vaccinations and appointments, and access your pet’s medical records all in one place. To stay connected with us and take better care of your furry family members, you can download the PetDesk app on our website by going to the PetDesk Page under the New Client tab on our website home page.
20) How do you handle prescriptions to be filled at a pharmacy outside of Petsadena?
We are happy to provide you with a written prescription to take to any pharmacy of our choice. Please follow the instructions to submit a refill request as noted above and indicate that you wish to fill the prescription at an outside pharmacy. Due to miscommunication issues that have occurred between our practice and outside pharmacies, we do not routinely submit prescription requests directly to online pharmacies nor do we call in prescriptions requests to local pharmacies.
21) My pet is anxious, fearful, or has been known to bite or scratch. How will this be managed?
If your pet is anxious, fearful, or has a history of biting or scratching, our team at Petsadena Animal Hospital is trained to handle these situations with care and expertise. We prioritize the safety and comfort of both pets and their owners during visits.
For anxious or fearful pets, we use gentle handling techniques and create a calm environment to help them feel more relaxed. We may also use pheromone sprays or calming supplements to help reduce their anxiety.
If your pet has a history of biting or scratching, we take extra precautions to ensure everyone’s safety. This may include using a muzzle or other forms of restraint during examinations or procedures. We also work closely with you to understand your pet’s behavior and develop a plan to minimize stress and prevent incidents.
Our goal is to provide a positive experience for your pet while ensuring the safety of our staff and clients. If you have any specific concerns about your pet’s behavior, please let us know so we can tailor our approach to meet their needs.
22) Does my dog/cat need to be on muzzled/crated upon arrival?
No, your dog or cat does not need to be muzzled or crated upon arrival at Petsadena Animal Hospital. We strive to create a welcoming and comfortable environment for all pets. If you have any concerns about your pet’s behavior or need assistance with handling, please let us know, and our team will be happy to help ensure a low-stress visit for your pet.
23) Whis is your process for euthanasia?
At Petsadena Animal Hospital, we understand that saying goodbye to a beloved pet is a deeply emotional and difficult experience. Our euthanasia process is designed to provide comfort and support during this challenging time. You are welcome to be present during the procedure, and we will place you and your pet in our comfort room to spend time together beforehand. To keep your pet comfortable, we will administer a sedative. During the procedure, we ensure the most humane process possible. Afterward, we will discuss aftercare options to help you commemorate your pet’s life in a meaningful way. Our compassionate team is here to support you and your pet every step of the way.