Hospital Policies

Compliance with Client Policies

All clients are required to adhere to our Client Policies to ensure a respectful and safe environment for both staff and client.

  • Clients must follow all guidelines outlined in our Client Behavior Policies.
  • Any deviation from these policies, including inappropriate behavior or failure to comply, may result in actions taken to address the behavior, including but not limited to, restricted access to services or dismissal from the practice.

Click here to review the policies!

Payment Policy

  1. Payment Methods: We accept various forms of payment for your convenience: Cash, Personal Check, Debit, Credit Card ( MasterCard, Visa, Discover, American Express), and CareCredit. 
  2. Note: CareCredit functions as a credit card. They offer no interest for 6 months for bills over $200.  However it must be paid off within those 6 months - if payments are missed or late, you may incur higher interest rates and fees. To avoid these, make minimum monthly payments and settle your balance by the due date. 
  3. Payment Due: Full payment is required at the time services are rendered. This includes all consultations, treatments, and any additional services provided.  We encourage you to discuss all charges before services begin. Our recommendations and final medical plan will be based on a combination of our doctors advice and your decisions. Please note that plans may change based on patient response and diagnostic results. Daily updates of your bill for hospitalized patients are available upon request.
  4. Written Estimates: For any recommended procedures, we can provide a written treatment plan with estimated costs upon request. While we aim to keep you informed, unforeseen circumstances may necessitate additional procedures, and we will contact you to update you on any changes.
  5.  New Client Deposit: All new clients are subject to a $70 non-refundable deposit. This fee will be applied to the total charge of your bill at the end of your first appointment.
  6. Outstanding Balances: If you have an outstanding balance on your account, prompt payment is required. Failure to settle outstanding balances may result in restrictions on future services.
  7. Billing Discrepancies: If you notice any discrepancies on your bill, please contact us as soon as possible. We will review and correct any errors promptly.
    Cotati Small Animal Hospital is not funded by external agencies or donations. Timely payment ensures our ability to keep the hospital stocked with appropriate medications and supplies, well-equipped with necessary diagnostic tools, and staffed with an enthusiastic and passionate team of dedicated employees. We appreciate your understanding and cooperation in adhering to our payment policies. If you have any questions or need assistance, please do not hesitate to contact us.

New Client Policy

All new clients are subjected to a 70$ non-refundable deposit which will be applied to the full charge of your bill at the end of your first appointment. This fee ensures that we can provide the highest level of care and reserve the necessary time and resources for your pet's visit.  If the appointment is missed, the deposit will be forfeited to cover the missed exam slot.

Hospital Arrival Policy

At Cotati Small Animal Hospital, we prioritize the safety and comfort of all our patients as veterinary visits can be stressful for some pets. By properly managing your pet, you help us maintain a calm and supportive environment. To ensure a smooth experience for everyone, please adhere to the following guidelines:

- Leash and Carrier Requirement: All pets must arrive either on a leash or in a carrier. 

- Behavioral Concerns: If your pet has any known behavioral issues, such as a tendency to bite or act aggressively towards people or other pets, please inform the front desk staff during check-in so that we can take the necessary precautions.

- Health Concerns: If your pet is showing symptoms of an infectious disease (e.g., coughing, sneezing, vomiting), please remain in your vehicle upon arrival. Call us when you arrive at (707) 795-3694, and we will provide you with further instructions to ensure the safety of all our patients.

Appointment Policies

  1. Appointment Scheduling: All patient exams and surgical procedures are scheduled by appointment only. To secure your first appointment, a deposit of $70 is required. This deposit will be applied to the total cost of your appointment unless you cancel or reschedule without providing sufficient notice, as detailed in our cancellation policy.
  2. Arrival and Check-In: Please arrive a few minutes early to complete any necessary paperwork and allow time for check-in. This helps us stay on schedule and provide prompt care.
  3. Late Arrivals: If you arrive late for your appointment, we will do our best to accommodate you. However, you may need to wait or reschedule if the delay affects our schedule. Frequent late arrivals will result in a $70 missed appointment fee.
  4. Delays: Our goal is to see all of our scheduled patients on time. We have procedures in place to accommodate unexpected emergencies, however because those cases receive top priority, occasional appointment delay is inevitable. At times, a routine patient exam becomes longer than expected due to the complexity of the presented health problem, resulting in the delay of following appointments. We strive to minimize those delays as much as possible. We sincerely appreciate your patience when this happens. 
  5. Drop-Off Appointments: We offer drop-off appointments for your convenience. You can bring your pet to us at a suitable time and leave them for a few hours. Typically, drop-offs are scheduled for the morning so our doctors can examine your pet between appointments. We will contact you to discuss the diagnosis and provide discharge instructions once the examination is complete.
  6. Cancellation and Rescheduling: To cancel or reschedule your appointment, please notify us at least 24 hours in advance. This allows us to offer the slot to other clients and accommodate your pet’s needs. Failure to provide sufficient notice will result in a $70 missed appointment fee. 
  7. Missed Appointments/No Call No Show: Missing an appointment without prior notice will result in a $70 missed appointment fee. Clients with two or more missed appointments will be required to pay a $70 deposit for future appointments, which will be applied  to the full charge the bill at the end of the appointment, however if the appointment is once again missed the deposit will be forfeited to cover the exam fee. Cancellations for dental or surgery appointments will incur a $100 fee.

 Medication Refill Policy

 Veterinary-Client-Patient Relationship (VCPR): All doctors, including veterinarians, cannot sell or prescribe a prescription product without first being familiar with their patients. For veterinarians it is called establishing the veterinary-client-patient relationship (VCPR). The valid VCPR applies to all veterinarians and to all species of animals. The American Veterinary Medical Association defines three main components to the VCPR:

  • The veterinarian has assumed the responsibility for making clinical judgments regarding the health of the patient(s) and the client (owner or caretaker) has agreed to follow the veterinarians' instructions.
  • The veterinarian has sufficient knowledge of the patient(s) to initiate at least a general or preliminary diagnosis of the medical condition of the patient(s).
  • The practicing veterinarian is readily available for follow-up evaluation or has arranged for the following: veterinary emergency coverage, and continuing care and treatment.

Therefore, we must examine and evaluate your pet prior to selling or prescribing medication. Learn more about VCPR here!


Notice: Don’t wait until your pet runs out of their medication to request a refill.

  1. Request Processing: Medication refills require approval from our veterinarians. This includes paper prescriptions. Submit refill requests 24 to 48 business hours in advance to allow for approval and processing. After approval, our technicians will prepare the medication in between appointments. You will be notified when your pet’s medication is ready for pickup.
  2. Prescription Review: All medication refill requests are subject to review by our veterinarians. This review ensures that the medication is still appropriate for your pet’s condition. The veterinarian may require a follow-up appointment to evaluate your pet’s ongoing need for the medication.
  3.  Annual Examination Requirement:  (California Code of Regulations Title 16 Section 2032.1.) An annual examination is mandatory for all medications to ensure your pet's continued health and appropriateness of the medication. Some medications may also require accompanying lab work. If your pet is due for an exam or lab work, these must be completed before the next refill can be processed.
  4. Payment and Pickup: Payment for refills is required at the time of pickup or before medication is dispensed. Medications can be picked up during our regular business hours. If you prefer home delivery, please inquire about our online pharmacy to get medications shipped straight to your door!
  5. Changes to Medication: If your pet’s condition changes or if you notice any side effects from the medication, contact us immediately. We may need to adjust the medication or schedule an appointment.

For any questions or to check the status of your refill, please contact our office at (707) 795-3694. 

 Parasite Prevention Policy

To ensure the safety and efficacy of preventive medications, please adhere to the following guidelines: 

  1. Annual Examination: An annual examination is required for all prescription preventative medications. This ensures that your pet remains healthy enough to receive the medication. During the annual exam, our veterinarians will assess your pet’s overall health and determine the suitability of continued parasite prevention.
  2. Heartworm Prevention: Heartworm preventatives must be accompanied by a annual Heartworm test/4DX, as per our hospital policy. This is in line with recommendations from both our veterinarians and the medication manufacturers.
  3. Medication Renewals: To avoid gaps in your pet’s protection, schedule your annual examination and necessary lab work in advance. This will allow for timely renewal of parasite prevention medications.

Prescription Foods Policy

To ensure your pet receives the freshest prescription food, we adhere to the following guidelines:

  • Ordering Schedule: We place weekly orders with our distributor, Hills, on Tuesday mornings. Orders placed by Monday evening will typically be available for pickup on Thursday of the same week, under usual circumstances. Royal Canin is ordered on an as-needed basis. Please contact us before your supply runs out to ensure timely refills and avoid any disruption in your pet’s dietary routine.
  • Returns: Prescription food returns will receive a full refund, as these products are guaranteed by the manufacturer. 
  • Obtaining Prescription Foods: To obtain prescription foods, a veterinary consultation is required. Our veterinarians will assess your pet’s health and determine if a prescription diet is necessary. Once prescribed, you may purchase the food from our hospital, through approved vendors, or via Hills to Home for direct delivery. If ordering online or from a third-party vendor, ensure they are authorized to dispense prescription diets and that you have a valid prescription on file. An up-to-date yearly exam is required for ongoing food prescriptions.
  • Payment and Billing: Payment for prescription foods is required at the time of purchase. We accept cash, check, debit, CareCredit, and credit cards. Please discuss any questions about costs or billing with our staff before completing your purchase.

Client Contact Information Policy

To provide the best possible care for your pets, it is essential that we have accurate and current contact information on file. This includes your phone number, email address, and mailing address.

- Updating Information: Please notify us promptly of any changes to your contact information. This allows us to send important notifications, such as care reminders, appointment updates, and test results directly to you.

- Alternate Contact Information: Providing alternate contact information helps us ensure that you receive all necessary communications, even if your primary contact method is unavailable.

- Emergency Contacts: We also recommend providing an emergency contact person who can be reached if we are unable to contact you directly.

What is a Vet - Client - Patient Relationship?

  • VCPR Definition

    The AVMA (American Veterinary Medical Association) defines a VCPR as follows: 

    A veterinarian-client-patient relationship, or VCPR for short, exists when your veterinarian knows your pet well enough to be able to diagnose and treat any medical conditions your animal develops. Your part of the VCPR is allowing your veterinarian to take responsibility for making clinical judgments about your pet's health, asking questions to make sure you understand, and following your veterinarian's instructions. Your veterinarian's part of the VCPR involves making those judgments; accepting the responsibility for providing your pet with medical care; keeping a written record of your pet's medical care; advising you about the benefits and risks of different treatment options; providing oversight of treatment, your follow-through on their recommendations, and outcomes; and helping you know how to get emergency care for your pet if the need should arise.

  • Can a VCPR be established without a physical exam?

    In California, as in most states, a veterinarian-client-patient relationship (VCPR) cannot be established electronically or without a physical examination. For a VCPR to be valid, the veterinarian must have personally examined your pet within the past year. This physical exam allows the veterinarian to gain sufficient knowledge of the pet's health, enabling them to make accurate medical judgments and provide appropriate care. Establishing a VCPR solely through electronic communication, such as email or phone, is not allowed under veterinary guidelines and is not permitted under California regulations. Additionally, if your veterinarian does not regularly see your pet after establishing a VCPR, the relationship becomes invalid. It would be both illegal and unethical for the veterinarian to prescribe medications or recommend treatment without a recent examination of your pet. 

    However, once a VCPR is established, it can potentially be maintained between necessary exams and telephone consultations, at the veterinarian’s discretion, if they determine if this is appropriate and in the best interest of your animals’ health.

  • Termination of a VCPR

    The Veterinary-Client-Patient Relationship (VCPR) can be terminated by either the client or the veterinarian. Typically, the client chooses to end the VCPR and transfer their pet's care to a new veterinarian. However, in rare instances, a veterinarian may need to terminate the VCPR to safeguard themselves, their team, or other clients. This decision is taken with careful consideration. 

    The VCPR may end under several circumstances:

    1. Client Decision to Seek Care Elsewhere: A client may choose to discontinue the VCPR by moving their pet’s care to another veterinary provider. The client should notify the current veterinarian, who will transfer the medical records to the new provider upon request.
    2. Lapse in Time: If a veterinarian has not examined the pet for a specified period, usually one year, the VCPR may automatically expire. To re-establish the VCPR, the veterinarian must perform a new in-person examination. After a prolonged period, typically two years or more, without recent contact, the VCPR may no longer be valid.
    3. Relocation: If either the veterinarian or the client relocates to a place where continued care is impractical, the VCPR may end. This does not apply to referrals or second opinions but does apply when a client moves out of the area or another veterinarian requests the medical records.
    4. Change of Veterinarian: Switching to a different veterinarian can result in ending the existing VCPR, but not always. The new veterinarian will need to establish a new VCPR through a physical examination.
    5. Termination by the Veterinarian: The veterinarian may choose to terminate the VCPR under certain conditions, including: Non-Compliance: Persistent non-adherence to treatment plans threatening the pet’s welfare. Philosophical Differences: Disagreements on the approach to diagnosis and treatment. Abusive Behavior: Verbal abuse or threatening behavior towards staff. Unreasonable Demands: Requests for unnecessary medications, services, or illegal actions. Non-Payment: Failure to pay for services rendered.

    Obligations Following Termination: The veterinarian must provide written notice of the VCPR termination and assist with transferring medical records to the new chosen vetrinarian. In each case, the ending of a VCPR means the veterinarian can no longer legally diagnose, treat, or prescribe medication for the patient until a new VCPR is established.

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