FAQ's-General

Brown Veterinary Housecalls

Dover
Mesa, AZ 85205

(480)494-6034

www.brownvetservices.com

FAQ

General 


WHAT IS DR. BROWNS TRAVEL AREA? 

  • DR. BROWN WILL TRAVEL TO THE FOLLOWING CITIES BASED ON AVAILABILITY: Mesa, Gilbert, Tempe, Chandler, Scottsdale, Fountain Hills, Paradise Valley, Apache Junction & Gold Canyon
    • BASE HOUSECALL TRAVEL FEE: 
      •  Covers travel within 15 miles from hub (Mesa 85205) 
    • ADDTIONAL TRAVEL FEES:
      • Apply based on location & travel time to areas of the above cites that are greater than 15 miles from hub (Mesa 85205)
    • EXTENDED TRAVEL FEES:
      • Apply to the following cities: Cave Creek, Queen Creek, San Tan Valley, Rio Verde, Ahwatukee.
        • Note: Dr. Brown is currently  accepting equine patients only in the extended travel areas listed
        • Contact us via email to get on our wait list for dogs/cats in the extended travel cities interested in TCVM Acupuncture only services or consider an appointment at Soul Puppy Holistic Healing in downtown Mesa 
    • DR. BROWN DOES NOT TRAVEL TO CITIES NOT LISTED

HOW DO I REQUEST AN APPOINTMENT? 


WHEN IS DR. BROWNS FIRST AVAILABLE APPOINTMENT? 

  • IT DEPENDS.....
    • Scheduling a mobile practice is very different from scheduling a brick and mortar clinic at a fixed location
      • Available appointment slots are given priority to active client-patients and preapproved requests from the new client-patient waitlist protocol based on location and availability
      • Many factors determine appointment availability such as location of request, what locations are currently on the schedule, new client patient waitlist, etc.
      • Please note the answer to this question can change quite frequently therefore it is simply not possible to answer as a general inquiry as the answer will change almost immediately due to the logistics of scheduling a mobile practice
        • Great attention to detail goes into the dynamic scheduling process of a mobile practice that sees patients in different cities around the valley. Dr. Brown receives dozens of general inquiries regarding appointments every day, along with officially submitted new client forms. She is limited in the number of patients she can see daily due to travel and therefore can only hold available appointment slots for active clients and preapproved new client requests from the waitlist due to scheduling/travel logistics, safety purposes, etc

HOW DOES THE NEW CLIENT PATIENT WAITLIST PROTOCOL WORK? 

  • For safety purposes, all submitted new client form requests are immediately wait listed until medical records are received for review. Approved requests are again waitlisted until appointment deposits are received.
    • The speed at which available appointment dates are offered to new client requests is dependent on the speed at which required materials are submitted and emails responded to
      • The waitlist functions not in the order of material received but in order of the first to complete the process (new client form, medical records, deposit, appointment day/time options/confirmation)
      • Note: failure to respond to emails regarding submitted requests will deactivate request. Please respond to emails for best service 
      • For example, Spot, Scooter, Trinket, Sweets, Lucky and Skippy all request housecalls and live in different cities.
        • Spot and Scooter both submit new client forms (step one) on the same day.
        • Trinket submits both the new client form (step one) and medical records (step two) several days after Spot & Scooter.
        • Spot responded to our email but has not submitted records (step two) so he stays on the wait list at step two.
        • Scooter has not responded or submitted records (step two) so he stays on the wait list at step two as well.
        • Dr. Brown reviews the information for Trinket and approves her request. Trinkets owner responds to email, sends the required appointment deposit (step three)  and receives first available appointment days/times for her area. Appointment day/time is confirmed (step four) and Trinket is officially on the schedule. Trinkets owner completed all the steps the same day, comments on how easy the process was and is excited for her upcoming appointment.
        • Even though Spot and Scooter submitted forms first, Trinket followed through with the process and therefore has an appointment while the others are still on the wait list at the step they stopped at.
        • Sweets who is not a patient and has not submitted any new client information wants to know when Dr. Browns first available appointment is. He also forgot to mention what city he is in! We can not give Sweets any information at this point as the new client form, medical records, proof of rabies, etc. must be submitted for review first for safety purposes and logistics. It would be redundant to tell Sweets when our first available appointment is because proper paperwork has not been submitted and may never be submitted. Sweets eventually submits information but it turns out Sweets has a history of aggression. Dr. Brown has a well stated/documented nonnegotiable no aggressive pet policy so Sweets request is denied as Dr. Brown can not jeopardize the safety or livelihood of herself or staff. Sweets owner is given local referrals that may better suite his needs. 
        • Lucky's paperwork submitted three weeks ago has been approved but her owner has not yet sent the appointment deposit (step three) so Lucky stays on the wait list at step three.
        • Skippy is an active client-patient and  gets the first available appointment for her area immediately.

WHY IS AN APPOINTMENT DEPOSIT REQUIRED? 

  • Due to the nature of this practice and the logistics of scheduling appointments in different cities around the valley, only a limited number of patients can be seen daily by Dr. Brown
    • Dozens of general inquiries for appointments are received daily. Great attention to detail goes into scheduling a mobile practice. In order to provide the best patient care possible, open appointment slots can only be offered by following Dr. Browns protocol
      • Deposits are required for preapproved new client requests that have submitted both the online new client form and medical records before available dates and times can be disclosed and confirmed. 
      • Active clients are not required to make deposits however excessive cancellations may result in deposits being required prior to scheduling 

HOW MUCH IS THE APPOINTMENT DEPOSIT?

  • A minimum appointment deposit of $50 per pet pending appointment type is required prior to scheduling which will be deducted from invoice total
    • A $100 deposit is required for Integrative Housecall requests as two appointment slots are held in the schedule for this appointment type
    • If applicable, any urgent care, after hours/holiday or extended travel fees are to be included with deposits as well

HOW DO I MAKE AN APPOINTMENT DEPOSIT?


WHAT IS THE APPOINTMENT CANCELLATION POLICY?  

  • Cancellation Policies are as follows as it is difficult to fill last minute cancellation slots due to logistics and the nature of scheduling a mobile & specialty practice. Please give more than 48 hours notice to avoid cancellation fees
    • 48 hour notice $25 cancellation fee
    • 24 hour notice $50 cancellation fee
    • $100 same day cancellation fee if 12 hour notice or less (prepaid acupuncture packages automatically forfeit a treatment visit)
    • $200 and up (based on location) no show/not home fee including forfeit of any prepaid urgent care/after hours or extended travel fees (prepaid acupuncture packages automatically forfeit a treatment visit) 

HOW DO I PAY A CANCELLATION FEE?

  • Cancellation fees can be paid in the following way 

DOES DR. BROWN OFFER EMERGENCY SERVICES?  

  • Due to the nature of this practice, Dr. Brown is not able to offer emergency services
    • Click here for local EMERGENCY information 

DOES DR. BROWN OFFER SAME DAY APPOINTMENTS? 

  • Patients are seen by scheduled appointment during regular business hours based on location and availability
    • Business Hours: Tues-Fri 11AM to 5 PM
      • Appointment Hours: vary based on location/availability
    • Closed: Sat, Sun, Mon and Holidays 
  • Dr. Brown makes every attempt to triage patients as needed. Same day appointment requests are subject to availability and may include an URGENT CARE FEE starting at $75 and up based on location and appointment needs, in addition to regular appointment fees

DOES DR. BROWN OFFER  AFTER HOURS APPOINTMENTS?  

  • After hour appointments are considered on a case by case basis pending doctor availability and includes after hour fees at doctors discretion starting at $175 and up in addition to regular appointment fees

DOES DR. BROWN SEE AGGRESSIVE PETS OR PETS IN NEED OF SEDATION FOR EXAMS? 

  • No, for safety purposes Dr. Brown does not offer services to aggressive pets, pets with a history of aggression or pets in need of sedation for exams under any circumstances

MAY I TEXT  OR SOCIAL MEDIA MESSAGE DR. BROWN QUESTIONS ABOUT MY PETS?   

  • No, in order to maintain healthy boundaries and work/life balance please do not text or social media message Dr. Brown 
  • Learn more at NOTONEMOREVET
  • TeLeVET Time may be requested for remote access to Dr. Browns time and expertise outside of in person appointments

WHY IS IT MORE IMPORTANT THAN EVER TO SUPPORT YOUR FREINDLY SMALL BUSINESS-OWNER VETERINARIAN?

  • Dr. Browns practice is a local, veterinarian owned operated small business private practice established in 2010
  • Nonveterinary owned corporate practices have secured millions of dollars to infringe on our intimate little niche which sadly can directly affect small business in many ways
  • Thank you for supporting Dr. Brown and her small business 

 WHY DOES DR. BROWN CHARGE FOR  TeLeVET Time ?

  • As much as Dr. Brown cares about her patients it is not possible for her to allow unlimited access to her time and expertise outside of in person appointments
    • Appropriate boundaries & compensation for her time outside of in person appointments such as remote patient care along with correspondence & support given to pet owners helps to avoid burn out and compassion fatigue.

WHAT IS THE DIFFERENCE BETWEEN DR. BROWNS SMALL BUSINESS ONLINE PHARMACY AND BIG CORPORATE ONLINE PET PHARMACIES & SUPPLIERS?

  • Dr. Brown is directly supported as a local small business vendor when her online pharmacy, shop and links are used vs undisclosed online corporate money makers