Thank you for your patience as we adapt to the evolving challenges of providing essential veterinary care while preventing the spread of COVID-19 in our community. We know that this “new normal” can be frustrating compared to the service you are used to receiving at Frontier. We ask for your understanding that these new procedures are in place to keep our staff safe and healthy, which will allow us to stay open and able to provide vital veterinary care to your pets. We’ve compiled a list of the most frequently asked questions and ways you can set yourself and your pet up for the smoothest and best experience at Frontier during this time.
What are you doing to make Frontier a safe and healthy place?
The most impactful change we have made is mandating curbside service to minimize our staff’s exposure. As a medical facility, Frontier has always maintained a high standard of cleanliness and sanitization using medical-grade disinfectants. In response to COVID-19 we have increased the frequency of this cleaning, with particular attention to high-touch areas. All staff members take their temperature before each shift to ensure it is normal and any staff member experiencing symptoms or who have had contact with a symptomatic person are staying home and following their doctor’s and CDC guidelines. Every staff member is following social distancing standards and wearing a cloth mask at all times while at Frontier. We’re following CDC guidelines for workplace risk reduction and constantly adapting our protocols as new information is released. In short, we’re doing all we can to keep our staff and you safe!
My pet has an appointment tomorrow. What should I expect?

First off, please understand that this may seem like a lot of information, but in practice it’s really quite easy and allows us to provide the safest and smoothest experience for your pet, you and our staff.

Check your email! Upon booking an appointment, we send you an email with information about the curbside process and a questionnaire crafted by your veterinarian to help optimize your experience.

The next thing to keep in mind is that curbside appointments are not drop offs. You must stay in the parking lot during your pet’s exam unless previously approved by a doctor. There will be an additional fee if your pet is dropped off without express approval from a doctor.

When you arrive at the hospital you will see that all our client parking spots have a sign with instructions. Follow those instructions and we’ll check you in and send a staff member to your car to collect your pet. Please note that only the pet receiving treatment will be brought into the hospital and that if you have multiple pet appointments we will likely bring them in one at a time.

  • Cat Visits: Cats MUST be in a carrier. Please remain in your car. When a technician comes to collect your pet tell them where your pet is located within your car, and allow them to open the designated door to collect the carrier.
  • Dog Visits: Small dogs in carriers will follow the same instructions as cats above. For leashed dogs, please exit your car and remove your dog from the vehicle under leashed control. When the technician comes to collect your dog they will apply 2 Frontier leashes while you maintain control of your dog using your leash. Once our technician has control using our leashes, they will request that you remove your leash and keep it.

Once your pet is in the hospital, your veterinarian will do an exam (just like when you’re in the room with us) and the doctor will give you a call – please be ready to answer your phone! We’ll talk about your concerns, discuss a treatment plan and go over the estimated costs.

After completing any agreed-upon treatments, we’ll call you again to discuss any at home care instructions and complete payment via phone. Then we’ll bring your pet and any medications, food, etc outside to your car.

My pet has a surgery/dental procedure scheduled. What should I expect?
The drop-off process is the same as with a regular appointment, with the only difference being that we will come to your car and have you sign the treatment release form and estimate when we collect your pet. When you come to pick up your pet after the procedure, a technician will go over the home care instructions on the phone with you instead of having an in-person discharge appointment.
I just need to pick up some medication/food. Can I still do that?

Absolutely! For medication refills, make sure you have called ahead a minimum of 48 hours prior so we have your prescription ready to pick up. For food purchases, it’s a good idea to call ahead and make sure we have the food you’re looking for in stock. When you arrive, follow the check in instructions on the parking spot and a CSR will call you to take payment by phone, and we will bring your food or medications to your car. If you prefer to have your prescriptions shipped to you, we can either mail them from Frontier (shipping is the cost of a USPS small flat rate box) or you can order from our online pharmacy.

I heard there are some services you cannot do right now. What are you able to do and what has to wait?

As you’ve probably heard, there is a shortage of Personal Protective Equipment (PPE) for our human healthcare workers, including masks, gloves, and other medical supplies. In March the state of Oregon mandated that we postpone elective procedures and preserve our stock of PPE in case it’s needed for human medicine and for urgent/emergency procedures on our patients. The good news is that as of May 1st, veterinary care providers are now included in the framework to resume elective and non-urgent procedures as long as we follow guidelines for the preservation of Personal Protective Equipment (PPE).

What does this mean for your pet’s procedure? We are contacting all clients who had scheduled procedures that were canceled to give these patients the first option to reschedule. Spay and neuter surgeries will be prioritized first, followed by preventive dental procedures. We are rescheduling these on a first-response basis, so if you receive a call from us please answer or call us back as soon as possible!

Due to the Governor’s March Executive Order 20-21 halting non-urgent procedures, we had to reduce our capacity to perform anesthesia procedures. We are now working on increasing capacity, but for the next few weeks we will have limited availability for inpatient appointments. After we reschedule all canceled procedures, we will contact clients on our waitlist, again prioritizing spay and neuter since these are time-sensitive procedures in some cases.

If you would like to be placed on the waitlist, give us a call. If you are not on the waitlist we will not be able to schedule your appointment at this time, so placing your name on the list is the best way to ensure your appointment gets booked as soon as possible.

In addition to this, to minimize unnecessary exposure to our entire Frontier family, we are postponing certain elective treatments, including nail trims (learn to trim your dog’s nails at home here!), weight checks, etc. However, all medically necessary treatments are still available, so if your pet is experiencing pain because of overgrown nails or needs to be weighed to monitor a health condition please call us!

We can still provide preventive care exams and vaccines, but if you’d prefer to hold off that’s absolutely ok. We often catch underlying health conditions during routine exams, so if you’ve noticed any changes in your pet’s appetite, thirst, behavior, etc give us a call and we can either schedule a curbside appointment or a telehealth consult with your veterinarian.

Unfortunately there is no way to accurately predict a timeline for when we will be able to resume these procedures, but we will absolutely notify everyone as we learn more.

I have to care for a family member and can’t bring my pet. Are you still offering boarding?
Yes! We absolutely can board your pet, there are just a few safety restrictions on what belongings you can bring. We ask that you bring only your pet, their food, any medications, and toys must be of a rigid washable variety (think something that can go through the dishwasher, like a Kong). No soft toys, blankets or bedding from home. The good news is that we have lots of comfy beds and blankets so if you would like us to provide these to your pet, just indicate it on your boarding paperwork!
Money is tight right now. What if my pet has an emergency?

Care Credit is a medical-only (both for humans and pets!) credit card that offers a variety of low-interest and extended payment plans. They have an excellent acceptance rate, so even if your credit isn’t perfect you may be approved. Many of our staff have Care Credit, even if they haven’t used it yet, because it provides peace of mind that they will be prepared in case of an emergency. For this reason we strongly recommend you apply for Care Credit proactively online here BEFORE you need it.

My human doctor offers Virtual Visits. Is this something you can do for my pet?
We are now offering telehealth consultations for certain health concerns. “Virtual Visits” can be a great option for some non-urgent health concerns and rechecks. If you have a health concern for your pet but would prefer not to come in for a curbside appointment, give us a call and we’ll check with your veterinarian to see if a telehealth consultation would be a good option for your pet’s situation.

Have questions?

 

We’re here to help! Don’t hesitate to contact us today!