FREQUENTLY ASKED QUESTIONS ABOUT THE SMALL ANIMAL HOSPITAL

MAKING AN APPOINTMENT AND GETTING TO THE CHUV

IS IT POSSIBLE TO OBTAIN ADVICE FROM A SPECIALIST OR A VETERINARIAN OVER THE PHONE OR EMAIL?

It is unfortunately not possible to obtain any advice by phone or email if your animal is not actually a patient at the CHUV. We suggest that you either contact your regular veterinarian or call to make an appointment for a consultation.

HOW CAN I MAKE AN APPOINTMENT?

You must first be referred by your regular veterinarian before making an appointment with our specialists. Once your veterinarian has agreed to refer your animal, you may call to make an appointment. Our team will then be happy to give you all the necessary information for your appointment.

However, it is possible to make an appointment with our general practice service without being referred buy a veterinarian.

In the case of an emergency, you can come in with your animal without an appointment through the emergency service.

HOW CAN I CANCEL AN APPOINTMENT?

Please contact the reception desk of the CHUV as soon as possible at 450-778-8111

.

CAN I BRING MY ANIMAL IN DURING THE NIGHT

The CHUV’s emergency service will receive emergency cases during the night. We ask you, when possible, to contact us by phone before your arrival to allow the emergency team to be prepared to receive your animal in the best possible manner. If you arrive out of hours and that the front doors are locked, please direct yourself to the security guard’s booth located at 1425, Avenue des Vétérinaires. A security guard will guide you towards the emergency service.

n.

HOW TO GET TO THE CHUV

WHERE CAN I PARK MY CAR?

The CHUV has a parking lot destined to its clients. Adjacent to the CHUV’s main entrance at 1525, des Vétérinaires Avenue, it also has 2 reserved spots for the handicapped. You may also park your car anywhere along Des Vétérinaire Avenue.

Other parking lots in the area require a permit from the University of Montreal without which a parking ticket will be issued.

WHAT CAN I DO IN THE AREA WHILE I WAIT FOR MY PET? WHERE CAN I EAT? WHERE CAN I STAY?

A restaurant (Presse Café) is located a few steps away from the CHUV, at 1500 des Vétérinaires Avenue. Opening hours are from 7 am to 4 pm Monday to Friday.

For more information concerning dining and accommodations, we recommend that you visit the Tourism Saint-Hyacinthe website.

NORMAL COURSE OF EVENTS DURING CONSULTATION OR HOSPITALISATION

WHAT IS THE NORMAL COURSE OF EVENTS DURING A CONSULTATION?

When admitted through the emergency service, your animal will first be seen by a graduating student or a technician for triage.

If your animal is not stable, it will rapidly be transported to the intensive care unit where it will then be evaluated by a veterinarian. While your animal is being stabilised, a student will question you concerning your animal’s medical history and reason of presentation.

If your animal is stable, you may accompany the student to an examination room where a full medical exam will be performed and your animal’s medical history will be taken.

From there, your pet will be taken to see the consulting service where our teaching staff will take into account its file as well as its physical condition. Please take note that owner access is limited to the examination rooms. Therefore, you will be asked to return to the waiting room while your animal is accompanied to the consulting service.

Finally, a veterinarian will meet with you and discuss possible diagnostic and therapeutic procedures.

ite.

WILL I WAIT FOR A LONG TIME WITH MY PET IF I DON’T HAVE A SCHEDULED APPOINTMENT?

You must make an appointment to be able to meet with a generalist or a specialist. In the case of an emergency, it is impossible for us to foresee the waiting time, which may vary from a few minutes to a few hours, since priority is given to the more unstable animals.

WHO WILL MEET WITH ME TO EXPLAIN THE DETAILS OF MY ANIMALS CONDITION?

Depending on the circumstances, information will be given to you either by a student or a veterinarian. Students are always supervised by a qualified veterinarian.

WILL MY PET BE TAKEN CARE OF BY STUDENTS?

Since we are part of a teaching establishment, students will be implicated in the examination and treatment of your animal. At all times, students are supervised by a qualified veterinarian.

BY WHOM, WHEN AND HOW WILL I OBTAIN NEWS OF MY PETS CONDITION DURING ITS HOSPITALISATION?

Updates on your animal’s condition will be transmitted to you by either a student, an intern, a resident, a clinician or a specialist, generally at mid-day. At that time, you may also ask to be updated on costs related to your pet’s hospitalisation.

MAY I VISIT MY PET WHILE IT IS HOSPITALISED? MAY I BE ACCOMPANIED? MAY I MANDATE SOMEONE TO VISIT MY PET?

Please note that during visits, it is strictly forbidden to wander in any hallways or rooms other than those necessary to get you to where your pet is hospitalized.

Visiting hours for animals in the ICU or continuous care are:

  • Monday to Friday from noon to 3 pm and from 7 pm to 9 pm;
  • Saturday and Sunday from 2 pm to 4 pm.

All visits must be preapproved by your animal’s veterinarian. Two visitors are allowed at a time but the legal owner must be present. Visits are for a maximum of 30 minutes. If your animal is not stable, it is possible that the attending veterinarian shorten the allowed visiting time to enable proper care. Any person under the age of 18 must be accompanied by an adult.

Animals in isolation are not allowed visitors for biosecurity reasons and in respect to rules established by the CHUV.

For confidentiality and biosecurity reasons, owners are asked to restrict their visit to their animal only.

THE CHUV’S TEAM

WHAT KIND OF TRAINING DOES A QUALIFIED VETERINARIAN RECEIVE? WHAT KIND OF TRAINING DOES A VETERINARY SPECIALIST HAVE?

A degree in veterinary medicine demands 5 full time years of studies. The title of doctor does not convey the right to practice veterinary medicine. To be able to practice in Quebec, the veterinarian must pass the exams required by the College of Veterinarians of Quebec.

Internship

An intern is a qualified veterinarian who is completing a 53 week full time advanced training course, in applied veterinary sciences, in a selected field of interest (small animal, bovine, equine and zoological) under the supervision of specialists.

Residency

The ultimate step for the veterinarian wishing to become a specialist is the residency program, a three year full time graduate training program, leading to a diploma of specialised studies in veterinary medicine. There are many residency programs recognized by the American Veterinary Medical Association such as anesthesiology, cardiology, dentistry, dermatology, internal medicine, neurology, oncology and ophthalmology. The resident must finally complete a series of exams with one of the recognized American or European associations to earn the status of Diplomat.

For more information regarding training in veterinary medicine, please refer to the University of Montreal’s admissions website.

WHAT IS THE ROLE OF THE TECHNICAL AND SUPPORT STAFF?

The animal health technician ensures technical support to the patients at the CHUV. The technician will prepare the animals for and assist the veterinarian during medical and surgical procedures. The technician also provides care to the animals as prescribed by the veterinarian. The technician may meet with an owner to collect pertinent information regarding their animal and convey it to the professional.

The animal attendant transports, prepares and distributes food to the animals as well as handles, restrains and displaces them. The attendant finally, cleans and disinfects cages, washes food and water bowls and any other accessory.

EUTHANASIA

WHAT IS THE CHUV’S POLICY CONCERNING EUTHANASIA?

Since the CHUV’s professionals only perform euthanasia for medical reasons, a physical exam is mandatory prior to a request for euthanasia by an owner. Therefore, if your animal is in good health and does not have any major behavioral problems, the CHUV will not perform euthanasia. Our team will, when possible offer other alternatives such as adoption.

HOW DOES THE EUTHANASIA TAKE PLACE?

First, we will grant you all the necessary time to be with your pet in an intimate setting. Then, you may or may not choose to accompany your pet during the euthanasia, which consists of administering a sedative by intravenous injection followed by a lethal injection of barbiturates. The whole process is fast, without pain and takes place in a very calm environment. Finally, you may spend a final moment with your pet’s remains if desired.

HOW DO YOU DISPOSE OF MY ANIMAL’S REMAINS?

Many choices are offered to you:

If you wish, you may take your animal’s remains home with you. However, we recommend that you contact your municipality beforehand as certain regulations may apply to the disposal.

Individual cremation is offered through private companies with extra cost.

For animals weighing less than 30 kg, it is possible during the regular school year, to donate their remains to the University of Montreal’s Student Comity for Animal Welfare.

You may also wish to have your animal’s remains submitted for a post-mortem examination with extra cost.

And finally, your animal’s remains can be cremated with a group of animals at no extra cost.

BILLING AND METHODS OF PAYMENT

HOW MUCH CAN CARE FOR MY ANIMAL COST?

Following your animal’s initial assessment, a detailed estimate of costs for procedures and treatment will be presented to you. This estimate does not, however, include costs for medication.

Since this is only an estimate, the amount can vary with any change in your animal’s status during hospitalisation since other procedures may be necessary therefore adding additional costs. It is therefore possible that the final bill be different from the initial statement. However, daily contact with your animal’s veterinarian will allow you to keep up to date with any change in your animal’s condition as well as associated costs.

Please take note that no estimate will be given by phone without first completing a physical exam.

WHAT IS THE CHUV’S POLICY FOR PAYMENT?

If your animal leaves our establishment on the same day, you must pay the total bill before your departure.

If your animal is to be hospitalized, you must pay 50% of the initial estimate upon admission. If complications arise during your pet’s hospitalisation and an increase in cost of more than 10% of the initial estimate is necessary, you will be rapidly informed. Following any change in the estimate, an additional deposit will be required.

The balance of your bill must be paid in full at the moment your animal is discharged from the hospital. The CHUV accepts credit cards, debit cards or cash however, personal cheques are not accepted. Financing through Desjardins AccordD is available.

If you present with your animal out of hours when the admissions desk is closed, the person in charge of cash collection, will contact you the next day to obtain an adequate deposit by credit card or to collect the full sum of your bill if your animal was not hospitalised.

IS IT POSSIBLE TO OBTAIN A DISCOUNT BECAUSE OF YOUR STATUS OF TEACHING ESTABLISHMENT?

Although the CHUV is part of a university teaching institution that has the mission of training future veterinarians, your animal will be treated by experienced generalists and renowned specialists. For these reasons, our prices are sensibly the same as in other specialized establishments to the exception of our professional fees that are not taxable.

MAY I RECEIVE A DETAILED INVOICE?

You can obtain a detailed invoice of care and procedures your pet received by simply asking the receptionist. If you have any questions or concerns regarding your bill, it will be our pleasure to answer any of them.

GENERAL INFORMATION

IS IT POSSIBLE TO BUY MEDICATION AND FOOD FOR MY PET AT THE CHUV?

The CHUV has its own pharmacy. Therefore you may leave the CHUV with your animal’s medication on hand.

HOWCAN I RENEW A PRESCRIPTION?

You can renew a prescription online, by phone at 450-773-8521 ext. 8322 or in person directly at the CHUV’s pharmacy.

IS IT POSSIBLE TO GET INSSURANCE FOR MY ANIMAL?

Many insurance companies offer coverage for pets. We recommend you do your own research with these insurance suppliers.

WHAT TO DO IF I FIND AN ANIMAL?

If you have found a lost domestic animal, you may contact the SPCA in your area.

WHAT DO I DO IF I FIND AN INJURED ANIMAL?

If you find an injured animal that does not belong to you, you may bring it to the CHUV where it will be stabilised while waiting to find its owner.

If you find an injured bird of prey, please contact the bird of prey Clinic.

HOW CAN I OBTAIN A COPY OF MY ANIMAL’S FILE?

To obtain a copy of your animal’s record, you must contact our archives at 450-773-8521 ext. 8334. The CHUV disposes of a maximum of 20 days following the deposition of your demand to provide you with your copy. Associated costs will be given at the time of your request.

CAN I VISIT THE CHUV?

Certain groups of students of college or university levels with joint interests may visit the CHUV. For more information please contact us at communication@medvet.umontreal.ca.

The CHUV being a hospital and a teaching institution as well as a work place, we cannot honor demands from the public.