IMPORTANT NOTICE: Cancellation Policy Update
Here at Burnt Fork Veterinary Clinic, we care for your animals as if they were our own. We strive to provide the best possible care for your beloved pets while at the same time respecting the time and commitment of our dedicated team. In the past few months we have had numerous same day cancellations and no show appointments. While we understand that unexpected things can happen, we are struggling to utilize our doctors’ time for all of our pets in need of prompt medical attention.
To ensure efficient operations and accommodate all our valued clients, we have updated our cancellation policy. Please take a moment to familiarize yourself with the key points:
Notice Period: We kindly ask that you provide at least 24 hours' notice if you need to cancel or reschedule your pet's appointment. This allows us to offer the appointment slot to another pet in need of care.
3-Strike Policy: After 3 cancellations with less than 24 hours notice or no call/no show appointments, the client may be subject to dismissal from the clinic and we will send records elsewhere to seek care.
Appointment Reminders: We send appointment reminders through text message, email and phone call to help you keep track of your pet's schedule. If you receive one of these reminders and need to make changes, please let us know promptly.
Late Notice: If you are 10 minutes late to a scheduled doctor's appointment, we will more than likely have to reschedule your appointment in order to give your pet the attention they need. If you know you are going to be late, please call the office and let us know and we will assess the situation.
Communication: If it is necessary to reschedule your appointment, please let us know as soon as possible. You can call or text us at 406-777-3844 as well as email us at [email protected]. We will be requiring verbal or written confirmation by any form the day prior to your scheduled doctor's appointment. If we have not heard from you before closing time the day before, your time slot will be utilized for other patients in need of prompt medical care.
Here are a few other policies/procedures we have in place to best accommodate for your pet’s medical needs:
Same Day Appointments: Every day, we hold a couple same day sick pet appointments on a first come/first serve basis. Clients can call after hours before our phones turn on in the morning and leave a voicemail. The opening receptionist checks these messages and will start callbacks between 7:30-8am. These appointments go quickly, so best practice is to call as soon as you notice an issue and be sure to answer your phone as we will not leave a voicemail.
Cancellation List: If we are unable to accommodate your pet’s needs when you call, we have an active cancellation list that we are able to use in last minute cancellation situations. Again, be sure to answer your phone when we call because we will not leave a voicemail.
Difficult pet to catch/load into the vehicle?: Some of our same day cancellations and late appointments are due to uncooperative pets. If you anticipate an issue, please plan ahead and allow for extra time to get to your appointment. If your cat is difficult to catch, try capturing them the night before and keeping them inside to avoid them escaping and being counted as a no-show.
We appreciate your understanding and cooperation as we implement these updates to better serve you and your furry family members. With the constant growth of our beautiful valley the past few years, we are doing our best to give care to those in need.
Thank you for entrusting us with your pet's health. If you have any questions or concerns about our cancellation policy, feel free to reach out. We look forward to continuing to care for your beloved pets!
-The Staff at BFVC