FAQs for Pet Owners
In light of the developments around the new coronavirus, COVID-19, we are sharing guidelines on visiting our hospitals. If you have any questions or concerns, please reach out to your local Premier Veterinary Group hospital. The safety and well-being of our teams and your pets are our highest priority today, and always. Hospital procedures, curb-side service, medication refills, and more are outlined here.
You have several locations in the area, which one should I use?
You can visit whichever animal emergency and specialty center is most convenient for you. Your pet’s information can be accessed from any location as our medical records and images are linked. This is a huge benefit as the transfer of information is immediate and eliminates unnecessary repeat diagnostics.
Do I need to make an appointment to see a doctor?
Specialty consultations are available by appointment, but your pet can be seen at any time if you have an emergency. If your pet is already hospitalized and needs a specialist consultation, we will arrange the consult internally.
How do I reach a doctor to talk about my pet?
We are open 24 hours a day, every day. You can call at any time day or night to speak directly with a member of the medical team taking care of your pet. Please let our client care representative know who you are and your pet’s name so he/she can connect you with the team caring for your pet.
Some exceptions: Our doctors are in rounds from 8 am to 10 am daily to ensure that the entire hospital is aware of your pet’s needs and plan. Doctors will not be available to take phone calls during this time.
Please designate ONE family member to be the point person who will receive updates on your pet. This allows our staff to spend more time caring for your pet. Your calls may be answered by a member of our support staff. This is done in order to offer you an answer to your question as quickly as possible.
Our doctors will call you with an update on your hospitalized pet at least once daily. Other phone calls for updates will be directed to your pet’s assigned nurse. You will be called by your pet’s doctor if there is any change in their status or plan. In addition, we will provide a daily update to your referring veterinarian, so they continue to be an integral part of your pet’s care.
Can I visit my pet while they are in the hospital?
Normally, yes – we have established a visitation policy that allows an owner to visit their pet, while minimally compromising their treatment and the treatment of other patients. Please refer to our current coronavirus (Covid-19) procedures for more information on how we are keeping everyone safe during this unprecedented time. Updated visitation guidelines can be found here.
We understand what a stressful experience it is to have a family member in the hospital. We have established some general guidelines as a reference for your family to ensure that your beloved pet gets the best care we can provide and to ensure that you, our valued client, are kept informed of your pet’s progress.
How long do sutures/staples stay in after my pet’s surgery?
Sutures/staples are usually removed 10-14 days following the surgical procedure.
What should I do, I found an injured wild bird, rabbit, etc.?
Calling 311 or Animal Care & Control is usually the best option. Willowbrook Wildlife Center in Glen Ellyn also has great information about wild animals on their website.
Contact information for these organizations is available on our contact us page.
Why we encourage a collaborative environment
At many specialty and emergency hospitals, each service is a separate business or department. At Premier we believe that each patient should benefit from the collective knowledge and expertise of our entire team of specialists and emergency doctors every case, every day.
Do you board pets?
No, we do not board pets, but we can recommend places that do.
Do you offer payment plans?
Payment is required at the time of service. We also offer Wells Fargo Health Advantage and accept Care Credit to allow for extended payments. More information on their programs is available here. These plans are health-specific credit cards and all decisions for amounts of credit and eligibility are outside of our control.
What is Ethos Veterinary Health and why should I choose Premier for my pet’s care?
Ethos Veterinary Health is a network of specialty and emergency hospitals with individual sister hospitals throughout the US. Ethos aims to deliver an innovative approach to veterinary medicine and through our non-profit, Ethos Discovery and its clinical trials, provide positive outcomes for pets and their human companions. Learn more here. Premier Veterinary Group was one of the four founding veterinary hospital groups who joined forces to create Ethos Veterinary Health in December 2015.
Like other veterinary specialty and emergency centers, we have the advanced tools and diagnostics (CT, ultrasound, digital radiography.) and training (board-certified specialists, dedicated emergency doctors, etc.) as well as unparalleled passion to provide optimal care for your pet. What differentiates us from the others is our intense focus on providing great customer service. Our goal is to make sure that every pet, every family, and every one of our referring veterinarians have a Premier experience, each and every time!