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Mason Family Pet Hospital

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Are you accepting new clients?

Yes, we are currently accepting new clients to our practice for all veterinary and grooming services. If you are a new client, we kindly ask that you complete the “New Client Form” located on our website under the documents & forms section. If your pet(s) have or are currently receiving treatment at another veterinary hospital, please arrange for their records to be transferred to us by the time of your appointment. All records can be sent directly to Mason Family Pet Hospital by emailing us at [email protected], or by faxing us at (513) 398-8942.

All new clients are required to make a non-refundable deposit equal to their exam fee at the time of scheduling their first appointment(s). If no deposit is made, the appointment will be cancelled. All other professional fees are due at the time services are rendered.

What is your client conduct & aggressive behavior policy?

We understand how passionate our clients are about their pets and the care they receive. As pet owners and animal lovers ourselves, we share this same passion with every patient who walks through our doors and will always do our best to provide an excellent experience to all. However, it becomes much harder for us to do so when a client acts an aggressive manner towards our team. To ensure the best possible experience for everyone who walks through our door, we have a zero tolerance policy for aggressive behavior of any kind.

Examples of aggressive behavior include abusive or offensive language, verbal or physical harassment, threats or attempts to damage our reputation through social media and online reviews, threat of legal action or any other behavior that disrupts our ability to provide a safe and welcoming environment to our staff, clients, and patients. While we will always do our best to work through any issues you may encounter, we reserve the right to terminate our relationship with those who violate this policy. In the unfortunate event that we must end our relationship with a client, all patient records will be forwarded to them, or to a veterinarian of their choice at their request.

Do I need to make an appointment for my pet?

Yes, we do require that our clients make an appointment for their pets for all veterinary and grooming services. This includes both doctor and technician appointments. When making an appointment, please be as specific as you can be about the nature of the visit, and include any additional services or requests that you may have at the time of booking. If you would like to bring multiple pets in a single visit, please communicate this with our team so that we schedule you appropriately, as we can only see one pet per appointment slot. Please be sure to book your appointments as early as possible, as slots are limited and can fill up quickly.

In the event of a true emergency during regular business hours, please be sure to call or text us at 513-398-8700 before heading into the hospital. While are not an emergency clinic and our resources are limited, we will do our best to find a way to see you and your pet. In the event we are unable to see you and your, we will be happy to refer you to a local emergency clinic that may better suit your immediate needs. Please be mindful that work-in appointments such as emergencies may be subject to additional wait times and/or emergency fees.

What should I do if my pet is aggressive and/or nervous when visiting the hospital?

We understand that visiting the vet can be a stressful experience for your pet and the last thing we want is for them to have a bad experience. It is important to remember that if you are nervous or anxious about their visit, they will be too. We recommend being excited about the visit, bringing along some favorite treats, and praising your pet for good behavior throughout your visit. If you are concerned that your pet may bite or be nervous around other animals, please call or text us upon arriving and we can give you instruction how best to enter the hospital.

If your pet is known to be aggressive or difficult to handle when visiting the vet, please let our staff know at the time of booking your appointment. This allows us to prepare for your visit in advance and accommodate your needs to the best of our ability. During your visit, we may use a muzzle and/or special holding techniques to safely complete our exam. For the safety of our clients, patients, and staff, we will not continue an examination if we do not feel it is safe to do so. If this occurs, the doctor may prescribe medication to sedate your pet and ask that you reschedule the appointment.

What should I do if my cat is difficult for me catch and/or handle?

We recommend that you set your cat carrier out in a high traffic area in your house that is frequented by your cat for a few days before your appointment. Leave the door open and put a few treats or toys in it so your cat is used to it. If she/he won't go in willingly, try turning the carrier on its end with the door open to the ceiling.  Lower your cat in rear feet first. Some cats actually do much better when covered in a pillow case closed with a rubber band. They can ride on the floor of the car in the pillowcase. Once you arrive at the pet hospital, let us handle your fractious cat. We have experience in this area and know many safe and effective techniques.

Do I need to keep my pet on a leash and/or restrained when visiting the hospital?

Yes, for the safety of our clients and patients we do require all pets to be restrained on a non-retractable leash or contained within a carrier at all times when visiting the hospital, including when in the parking lot or areas directly outside of the building. Even if you believe, your pet will be well behaved “off leash” it is not always easy to know how our pets, or the pets of others, will react around a new animal in an unfamiliar setting. Once you are in the exam room, the doctor and our staff will give you further instruction on the handling of your pet.

If you do not have a non-retractable leash or appropriate carrier, please let our staff know before entering the hospital and we may be able to provide one for you for temporary use during your visit. In the event that a client refuses to keep their pet properly restrained during their visit, they may be asked to leave and service may be denied for future visits.

What is your cancellation/no show policy?

We understand that there are times when our clients will not be able to make a previously scheduled appointment due to other obligations. As our goal is to assist as many clients and patients as possible, we respectfully request any cancellation to be made before the start of business on the day of your appointment. By giving us this notice, it allows us the opportunity to assist another client and patient who may be waiting for medical care.

In the event that a client gives no notice and fails to come to a previously scheduled appointment, it will be considered a “no show” and they will be assessed a charge equal to the amount of the appointment exam fee that they missed. If the missed appointment was a surgery appointment, the assessed fee will be $100. If a client “no shows” three or more times, they will be required to make a non-refundable deposit equal to the amount of the appointment exam fee they are scheduling. If the appointment is a surgery appointment, the non-refundable deposit fee will be $100. If the client continues to “no show” to appointments, their account may be suspended and any right to book future appointments will be forfeit.

What is your return policy for medication and other items?

We want our clients to be satisfied with the products and services that they receive at our hospital. If you have a question or concern about a medication or other product recommended or prescribed to your pet during your visit, please be sure to let our staff know at the time of your appointment. We will be happy to address them to the best of our ability. To ensure we maintain a high standard of medicine and for the safety of our patients, once any prescription or nonprescription item has left our hospital, it is no longer eligible to be returned for a refund.

Purchases made through our online pharmacy cannot be returned for a refund. If you have purchased an item from our online pharmacy and have experienced an issue with your order, please reach out to the Vetsource client care team at 877-738-4443 for assistance.

In the event you have a prescription item that you purchased from our hospital that you no longer need and wish to donate back to our “Good Samaritan” fund, please let our staff know and we will be happy to assist you.

What is your policy regarding outside and/or online pharmacies?

While we keep a well-stocked pharmacy in-house, we understand that many of our clients enjoy the convenience and selection that outside/online pharmacies can provide. In addition to our in-house pharmacy, we have also collaborated with Vetsource to provide our clients with an online shopping experience that allows our clients to shop when and where they want and have those items shipped directly to their home. If you would like to shop with us online, just look for the “shop” link at the top of our website. If you prefer to have your prescription medication filled at a local outside pharmacy, we are generally happy to work with them directly at your request. In the event that our staff is unable to fulfill this request due to difficulties with your preferred pharmacy, or for non-medication prescription items such as food or preventatives, we are happy to provide a written prescription for you. Please note that due to past difficulties and time constraints, we are no longer able to work directly with Costco pharmacies. If you prefer to shop at an online pharmacy, we will provide a written prescription for you. We do not work directly with any online pharmacies at this time.

Why won’t you work directly with online pharmacies?

We understand that purchasing goods and services online is more popular than ever and that many clients prefer this option versus shopping at a brick and mortar location. Unfortunately, online pharmacies tend to be very disruptive on our day-to-day business and take our focus away from the clients and patients we are trying to serve in-person. In addition, there have been many concerns raised within the veterinary industry as to the authenticity, origin, and storage of the items these online pharmacies sell. In addition, some manufacturers may refuse to honor any type of warranty or guarantee on these items for these reasons. To best serve our clients and patients and ensure the health and safety of all, we have chosen not to work directly with these pharmacies at this time.

In the event that you prefer to shop at an online pharmacy, we will provide a written prescription for you that you may send to any of your choosing. We have also collaborated with Vetsource to provide our clients with an online shopping experience that allows our clients to shop when and where they want and have those items shipped directly to their home. If you would like to shop with us online, just look for the “shop” link at the top of our website.

How do I get a refill on my pet’s prescription food/medication?

We are happy to help you refill your pet’s prescription food/medication as the prescribing veterinarian recommends. In the event you run out of a prescription item and need a refill, please either call or text us at 513-398-8700 and we will be happy to assist you. While we can generally complete refill requests quickly, we do ask for a 24-48 hour window to do so. To ensure that there is no gap in your pet’s treatment, we recommend requesting a refill before you have completely run out of food/medication. Once you have requested your prescription refill, please feel free to follow up with us at any time to check on its status, as we will only contact you if we encounter an issue fulfilling your request. Please note that if your pet is overdue for their annual wellness exam, bloodwork, or other tests/vaccines, you may be required to visit with a doctor prior to receiving your prescription refill.

Why is it important to bring my pet in in every year for a wellness exam and/or vaccines?

We understand that is not always convenient to come to the hospital for a wellness exam. However, scheduling wellness exams annually is an important part of preventative care for your pet. When you bring your pet in to see a doctor, they have an opportunity to check for any potential health problems that you may be unaware of. In addition, your pet’s annual wellness exam is a great opportunity to ensure they are up to date on all of their vaccination that help keep them happy and healthy all year round.

It is also important to note that if your pet is overdue for their annual wellness exam, bloodwork, or other tests/vaccines, you may be required to visit with a doctor prior to receiving refills on your prescriptions. In addition, many boarding and grooming facilities will require up to date vaccinations before they will allow you to use their services. We recommend calling or texting us as early as possible to ensure you are able to schedule your annual wellness exam on time and avoid any delays in treatment.

How do I get a stool sample and why is this necessary?

At Mason Family Pet Hospital, we are amazed at the large number of pets that we diagnose with intestinal parasites every day. Many of these are transmissible to other pets and possibly to children and humans in the household. Bring a fecal sample to your adult pet's annual visit and to every puppy or kitten visit. Just collect a small walnut-size amount of stool, preferably right after your pet has defecated outside or in the litter box, and place it into a small plastic bag or storage container. This is especially important to bring to your visit if your pet has diarrhea.

How and why do I collect a urine sample?

For dogs, this means walking them on a short leash and bringing along a flat bowl, pie pan, or old soup ladle. Just put it under your dog when he/she starts to squat or hike. It helps to take along a second person to collect the sample while you walk the dog.  For cats: dump out the litter in the cat box. Clean it thoroughly, rinse, and dry well. You can put styrofoam packing peanuts or craft beads in the box as litter. Confine your cat in a small, preferably carpet-less room with the box. If you pick a bathroom, remember to close the sink and tub drains. Transfer your sample to a small, airtight container. You may need a syringe or turkey baster to collect urine from a hard surface. A urine sample is useful to bring to your appointment if your pet seems to be urinating more frequently or a larger amount than usual, or if he/she is having accidents in the house, or is drinking more water than normal.

Why does my dog need a heartworm test when they takes the pills to prevent it?

It is rare that a pet owner gives the heartworm pill to his/her pet right on time 12 months out of the year. Sometimes your dog may vomit after you have given the pill rendering it ineffective. If you are extremely diligent about your dog's heartworm prevention and your account shows that you have purchased adequate amounts annually, ask about testing every other year.

Why does my dog need heartworm pills in the winter?

It is true that since mosquitoes transmit heartworm disease, your pet is at less risk in the winter months; however, we prescribe preventives which also prevents intestinal parasites. In the winter, if your dog gets intestinal worms, you may not be picking up the yard waste as well as you should. Feces with worm eggs that is left out in the yard is a hazard to the kids and adults that play there, so we recommend keeping your dog parasite-free 12 months a year.