by Heather Jarrett, DVM
Some nice conveniences we offer our clients are our prescription hotline, for easy refills, and drive thru to pick up medications or food.
If you need a refill on a prescription, instead of e-mailing, please call our prescription hotline at 734-887-7900. This number is the fastest way to get a routine refill. [Note that as of 1/1/22 our prescription hotline has been replaced by an online form, which works the same way.]
If you have an emergency and need medication to be picked up that day, please call our regular number, 734-662-4474, to speak to someone. Please use this option last as we try to keep our lines and our staff available for patients being seen that day.
To give us time to fill your script, allow 24 hours from the time you place the call to when it needs to be picked up, and remember that we don’t process orders on weekends and holidays.
When you call the hotline, a recording will relay the information you need to leave to get your prescription filled. So that we can efficiently serve you, we’ll need:
- Your first and last name or any other owner name the patient’s information would be under, and the spelling of the name(s).
- The patient’s name and the spelling of that name.
- Phone number for contacting you with any questions.
- The name of the medication, the dose in milligrams, the amount needed, and when you need the medication.
How We Process Your Refill Call
Upon listening to the call, a staff member writes down the prescription request and places it in a location for the first available doctor to review. The doctor looks through the medical record and checks for changes or dosing information to be sure there are no mistakes when refills are made.
If there are concerns or questions about the request, a staff member or a doctor calls the client to gather further information as needed.
Once the script is approved, it is filled and then placed in the drive thru to await pick up.
FDA regulations require a valid client-patient-doctor relationship which, in simple terms, means we have to have seen the patient within the previous 12 months. If your pet hasn’t been seen by us within the last year, we will likely need to see them in the office for an exam to continue prescribing medications.
Certain conditions need to be addressed by a doctor to be sure a different treatment isn’t needed prior to some refills of medication. There are also some medications that require yearly labwork to be sure that medication doses are still accurate.
Please understand the reasons when we ask to see your pet, as we are looking to keep your pet safe and healthy and not cause subsequent issues.
Tips For Successful and Speedy Service For Refills
We ask that you call for a refill when you are down to about a week’s worth of medications. There are times when drugs can be on backorder or are out of stock and they need to be ordered and shipped, which takes time.
Food refills also have to be ordered up to a week-and-a-half in advance as some items have to be ordered from the supplier.
Hours for Drive Thru*
Monday-Friday: 8am-7pm, unless noted on the drive thru window.
*There are times when we will have to close the drive thru, such as if we are short staffed or on occasional Thursdays during staff meetings, and we appreciate your patience and understanding during those times.