To our valued clients,
We value your patronage and therefore strive to keep you informed of any changes we are making within our hospital. As we are all aware, last year we were hit with a change in how businesses had to operate with the onset of COVID-19. Our concern at that time immediately became towards safety of our clients and staff to ensure that we could be present to continue to care for with your furry friends. We have had many changes in how we operate this last year, and finally feel we are in a good place to open our doors again. There will be a strict protocol in place as we move forward, so please keep reading for this information. Curbside service will continue for select appointments and will continue to be an option for those who feel more comfortable staying out of the office.
How we will be operating as of Thursday, March 18th, 2021:
In accordance with Public Health recommendations, we will be limiting the number of clients allowed in the building as our waiting room remains closed. Our reception will be split into two sections. The West side door of the clinic (closest to the field and trees next to us, door on the right) will be for clients picking up medications, boarding patients, and drop off appointments. The East side door (closest to the parking lot, door on the left) will be for clients with scheduled appointments and surgical drop offs. At this time, we are only allowing 1 client in through each door (2 clients total in the reception area). Our vestibule will allow for 1 client on each side. Additional clients will need to wait outside until there is room within the vestibule or reception area. Masks must be worn properly covering both nose and mouth anytime you are within our office.
Scheduled Doctor Appointments – For all scheduled appointments with doctors, please use the East door. When you come into the reception area, a veterinary assistant or technician will be waiting to greet you at the left side of the reception desk. Once they confirm your appointment, they will take you and your pet into an exam room. In the exam rooms, there will be a taped area on the floor around the chairs that we ask all clients to remain in to help us allow for social distancing. Once the assistant or technician is done checking you in, they will retrieve the doctor for the exam. Once the appointment is complete, we will check you out in the exam room. We are still accepting cash, checks, Visa, Mastercard and Discover. If you wish to remain curbside for your appointment, please call our office to let us know you have arrived. We will then check you in over the phone, bring your pet into the office for their appointment, and return them to you once their exam is complete. Our doctors will call you with their findings. We are limiting our exam rooms to 1 owner per pet up to 2 owners total per exam room. The only exception will be for euthanasia appointments.
Technician Appointments – Technician appointments (appointments where a doctor exam is not needed), will remain curbside at this time. Examples include nail trims, anal gland expression, venipuncture and others. When you arrive, please bring your pet in through the East door. An assistant or technician will meet you towards the left side of the reception area to check you in and take care of payment. They will then borrow your pet while you return to your vehicle. As soon as we are done, we will bring your pet back to you.
Drop Off Appointments – For pets scheduled to drop off for the day with us, please use the West door. A receptionist or assistant will check your pet in. Our doctors will perform their exam and call you with their updates. To pick up your pet, please call when you arrive in the parking lot at your scheduled discharge time. We will go over any discharge instructions, take care of payment, and then bring your pet to you.
Surgical Appointments – When you arrive to drop your pet off for surgery, please enter the East door for check in. A veterinary technician will meet you and your pet. We are working to get our Anesthesia form more user friendly for owners to fill out at home prior to coming into the building. The Anesthesia forms will be emailed to owners the night prior to their appointments. We are asking all clients to try to fill this form out prior to coming in if at all possible. You can email this form back to us or print it and bring it with you. For those who cannot access the form, we will have paper copies for you to fill out in the office at drop off time. When you come to pick up your pet at your scheduled discharge time, please call our office. Your pet’s technician or assistant will go through your pet’s discharge instructions over the phone and then bring your pet and any medications out to you.
Medication and Food Refills – We are working diligently to get medications/food ready as soon as they are requested. Due to our desire to provide quality care to our clients and patients, we are asking clients to please give us at least 24 hours notice of when you will be needing medications/food refilled. We understand that this is not always possible and we will continue to fill medications for clients that come to our office without calling ahead of time as quickly as possible. We do ask for your patience as all prescriptions require a veterinarian approval, and may take 20-30 minutes to prepare your prescription. We will ask you to wait in your car while your prescription is filled as our waiting room is closed.
Cleaning Protocols – We will continue to maintain strict and thorough cleaning protocols throughout our hospital. Our exam rooms will be cleaned and disinfected after each client/patient, and the entire office has regularly scheduled cleaning times throughout the day. If you have any concerns, please do not hesitate to ask us!
Phone system – We will be returning to our original phone system. We know that this latest system has been difficult for some and we thank everyone for working with us.
As always, we continue to strive to provide the excellent quality and care that you expect from us for you and your pet. We are so appreciative of our clients over this past year who have continued to support us as we have done everything we can to be there for you. We all are looking forward to getting back to a more “normal” way of life. We cannot wait to see our wonderful clients in person again!
Your A & E Management Team
We are closed every Monday and Tuesday from 2-3 pm to conduct staff meetings. All phone calls during these times will be patched to our voicemail and staff will return all calls to clients in a timely manner.
Just a reminder that in March of 2020 we launched our new online pharmacy which can be found on our website at aandeanimalhospital.com. The online pharmacy allows our clients to obtain prescription medications and food as prescribed by their Veterinarian without needing to come to the clinic. The products will be delivered right to your door further minimizing contact and traffic flow in our hospital. We would be happy to walk you through the process of signing up and ordering over the phone if assistance is needed.
Please don't hesitate to call us (217)-367-1137 if you have any further questions or concerns. Thank you for your continued patience and understanding as we navigate these trying times. Hoping all of our patients and clients are staying healthy.
What to do if I have been recently exposed to Coronavirus (through travel, been in contact with someone who is sick, personally tested positive or have respiratory symptoms) and my pet needs veterinary care?
First, please make sure you are taking care of yourself and following CDC's recommendations and doctor recommendation. Try to keep some distance from your pet - no hugging or kissing and wash your hands before and after interacting with your pet. If your pet is having a medical emergency or is sick, please call us to schedule an appointment. We ask that you find someone who has not been exposed and is healthy to bring your patient in if possible. If your pet is due for routine care (annual exams, vaccines, nail trims, or other non-urgent appointments), please call our staff and we will schedule you an appointment at a later time.
Can my pet get or give COVID-19?
According to the CDC, there are no reports of pets catching or giving COVID-19 to humans or other animals at this time. In Hong Kong, a dog did test "weak positive" for the virus, but further testing has shown that the dog was serologically negative meaning that it did not have active infective disease.
See this link for further information on pets and COVID-19:
What emergency veterinary clinics are open in our area?
The University of Illinois Vet Med is seeing patients at this time, though they have moved to seeing only emergent cases. If you feel your pet has an emergency and we are closed, please call U of I Vet Med prior to going there at 217-333-5300.
Additional Information on COVID-19