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GUIDE | New Client Orientation

Welcome to Elk Lake Veterinary Hospital

We’re honoured to be supporting the health and wellbeing of your companions.
This is your New Client Orientation Guide, a collection of information and resources to help you know exactly what to expect from us, and where to find everything you’ll need to make the most of our service.

Hours and Driving Directions

First things first – when and how to find us! We are open Monday through Friday from 8AM – 6PM, and Saturdays from 8AM to 4PM. Changes to our hours or holiday closures are typically posted on our social media (follow us to stay in the loop – links are at the bottom of the page!). 

The hospital is located on Patricia Bay Highway between Claremont Avenue and Haliburton Road, across from Beaver Lake Park. If you are travelling towards the ferries and go through the intersection at Haliburton we are the fourth driveway down on the right hand side. There is a white fence, a big sign, and you will probably see our herd of sheep and alpacas! 

Note: if you’re visiting us coming from the north, you’ll need to make a little square to get yourself on the correct side of the highway – there’s no left turn for our hospital off the highway.

One option is to turn left on Claremont Avenue, right on Del Monte Avenue, right on Haliburton Road, and right onto Patricia Bay Highway. We’ll then be just down the road on the right.

Meet Your Team

We’re excited to get to know you and your fur-family – you are probably interested in meeting us too! We have a compassionate and knowledgeable team of veterinarians, veterinary technicians, and support staff here to care for both clients and patients. Learn more about us.

Annual Wellness Examinations

Ensuring that your companion receives a thorough wellness examination each year is the foundation of maintaining their good health. These exams give your veterinarian the chance to assess your pet from nose to tail – they look for any subtle changes in condition, warning signs of potential health concerns, and have the opportunity to recommend any preventative care options to help maintain a high quality of life.

Annual examinations are also required in order to continue to dispense ongoing medications including flea and tick preventatives, and are the best time to ensure your pet is up-to-date on their vaccinations.

If you’re curious what is involved in a regular wellness exam, we have more details for you right here.

Creating Your Pet Portal Account

To keep your companion’s health information up-to-date and accessible, as an ELVH client you have access to our online Pet Portal at any time. Once you have registered (click the blue ‘Your First Time Logging In?’ button and follow the simple steps) you will be able to access key elements of your pet’s veterinary records, update their information, change your contact preferences, and even book appointments!

How to Book an Appointment

You can book appointments with us by calling our friendly Reception team during our operating hours of 8AM – 6PM Monday through Friday, and 8AM – 4PM on Saturdays. We are often booking days to weeks in advance, so we recommend that you plan ahead for routine appointments to make sure we have space available. We do reserve several appointment times each day for same-day emergencies – please call first thing in the morning if your companion has an urgent issue.

If you would prefer to book your non-urgent appointment online, you can do so right from the green ‘Book Online’ button at the top of our website. Once you have registered for our online portal (following the prompts under the ‘Your First Time Logging In? Sign Up Here’ option) you will be able to select appointment times for your companion that suit your schedule. 

Payment Information and Pet Insurance

Payment is due at the time services are rendered, and we are pleased to accept debit or major credit cards. If you plan to cover your appointment costs through your pet insurance or other pet care financing, let our Reception team know ahead of your appointment; the relevant paperwork must be completed beforehand. We try to be paper-lite wherever possible, so you’ll receive your detailed invoice and payment confirmation via email. If you would prefer a printed version for your records, just let us know and we’ll be happy to provide you with one.

Note that a veterinary consultation is required as part of most appointment types – including vaccinations – to ensure that we are providing safe and effective treatment for your companion. If you have any questions about cost ahead of your appointment, just let us know – we are pleased to provide an estimate for your review.

We know that veterinary care is one more expense to add to your budget – and it can be even more challenging when an unexpected situation arises. Pet insurance can help you feel prepared and supported to cover planned and unplanned expenses, and there are some financing options available if necessary. If you’re looking for more information, the resources we have collected here are good place to start.

Ordering Diets and Parasite Preventatives

You are welcome to order veterinary diets, flea and tick preventatives, and pet wellness supplements directly from us – give us a call, and we’ll be happy to help you order what you need.

Alternatively, we have set up an online Vet Store just for you! It’s available 24/7 and you can order diets, treats, and toys delivered directly to your door. Parasite preventatives are also available there – we will verify and fill those prescription medications for you, and have them ready for pickup here at our hospital. In addition to one-time orders, you can also set up auto-orders on a schedule that works for you, so you can skip the worry of missing a dose or having an empty bowl.

Prescription Policy and Refills

Please take the opportunity to review our hospital Prescription Policies outlined here.

If you need to request a refill of your companion’s medication, you can simply fill out our Prescription Refill Request form. You can request up to three medications per form, and a separate form is required for each patient.

Keep in mind that you will need to allow at least 1-2 business days for all stocked (in-hospital) medications, and 5–7 business days for all special order medications. All prescription refills must be approved by a veterinarian – they will be reviewed after submission, before the prescriptions are refilled.

New medications will likely require a veterinary consult to ensure that your companion is getting exactly what they need – if you have any questions about starting a new medication, just give our Reception team a call and they can let you know how to proceed.

Staying Connected

We’ve got great things happening over on our social media. It’s a wonderful way for us to stay connected to our community- we share patient highlights, helpful tips and tricks to promote pet wellness, and behind-the-scenes insights into life at the hospital. 

Check us out, follow us for updates, and send us a message or a tag to let us know if your companion has their own socials!