GENERAL POLICIES

 

Use of Integrative Medicine:        

• Whole Heart Veterinary Wellness was founded to provide our beloved animal companions, both great and small, with balanced and complete, exceptional veterinary care in the comfort of their own home environments.  We aim to provide a calm, fear free experience for both pets and their guardians alike and approach each patient in a holistic way.  As we whole-heartedly get to know your pet within their natural habitats, we will care for them as if they are our own.

 

• The heart of our practice is based on Integrative Veterinary Medicine, which incorporates the best forms of medicine from all over the world. 

 

• Eastern medicine: also known as Traditional Chinese Veterinary Medicine (TCVM), although relatively new to the Western world, is a medical system that has been used in China to treat animals for thousands of years.  It is an adaptation and extension of Traditional Chinese Medicine (TCM) used to treat humans. 

  • The four pillars of TCVM are acupuncture, Chinese herbal therapy, Tui Na, and nutritional therapy.  These alternative and holistic modalities can be used very effectively along with Western Veterinary Medicine to provide exceptional care beyond the scope of typical veterinary medicine.  

 

• Western medicine:  refers to the use of modern medications or technically advanced surgery to treat animal diseases.  Certain conditions or infections require the use of pharmaceutical drugs and modern treatment techniques to resolve, which is important for the overall health and well-being of the patient.  Although Western medicine can very effectively treat acute, traumatic illness, it is often limited in its approach to chronic problems. 

 

• Integrative Medicine:  since both forms of medicine have their own strengths and weaknesses, optimum health is achieved by using these two modalities together, not only for the treatment but also for the prevention of disease.

 

Hours:

• Whole Heart Veterinary Wellness hours are currently set on a Monday, Wednesday, Friday schedule from 9am to 6pm.  These may be subject to change in the future and will be updated on our website accordingly.  www.wholeheartveterinary.com

• Dr. Cody is unable to provide evening or weekend appointments at this time. 

 

Cancellation Policy:

• Appointments must be scheduled or cancelled with at least 24 hours advanced notice.  Cancellation fees may apply for repeat occurrences.

 

Emergency Care:

• More severe or urgent conditions your pet may be experiencing will need to be referred to a local brick and mortar or 24 hour emergency care facility.

**It is imperative to have a back up plan for your pet in the event of an emergency or for times when Whole Heart Veterinary Wellness is unavailable.  Please plan accordingly.*

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Arrival Times:

• The pace of housecall veterinary practice is much slower and more relaxed, as compared to general practice.  This is because we have the luxury of prioritizing a calm, stress and fear free environment for both you and your pets at your convenience within the comfort of your home. 

• Due to extended appointment times and varied travel distances, it is difficult to predict the exact time of arrival for your appointment. 

• We aim to arrive for your scheduled appointment within a 60 minute timeframe and will notify you via text when we are headed your way with our ETA based on GPS calculated travel times.

 

Travel Fees:

• Travel fees are calculated based on the miles of car travel from a designated central location (Richlandtown, PA Post Office, 18955) and account for incurred costs of transportation that are affected by gas prices, vehicle insurance and maintenance, time spent in traffic, etc.  Travel distances of less than 5 miles set from the central location listed above are free of charge. 

 

Appointment Fees: 

• The total appointment transaction including, but not limited to, base appointment fees, travel fees, additional services provided and medications must be paid in full at the time of service. 

• Base appointment fees may also be paid for at the time of scheduling by using the pre-payment option on our scheduling page.  This is optional.  Incurred fees thereafter for additional services and medications, etc. must then be paid in full at the time of your appointment.

• Package Fees must be paid for in full at the time of scheduling by using the payment button on our scheduling page. 

• Telemedicine - the base fee must be paid prior to the appointment at the time of scheduling.  Any additional time accrued beyond the 30 minute allotted time will be billed thereafter and must be paid within 48 hours. 

 

Payment:

•  Accepted Payment Options:  Cash, Check, Credit Card, Venmo and PayPal

• Payment is non-refundable after the service has been performed.  This includes the submission of laboratory testing.

• Payment that is more than 1 week late, will incur late fees unless billing exceptions were discussed with and approved by Dr. Cody at the time of service. 

 

Communication: 

• Email and text messaging are the primary means of contact due to the constructs of our practice.

• All emails and text messages will be answered as soon as possible during business hours only. 

• Inquiries can not be answered during appointments or periods of travel, however we strive to address all daily communications prior to closing for the day.

• We will be unable to provide a response to inquiries received after hours during evenings, weekends, or on observed holidays.

 

• Follow-up Communication (per appointment): 

  • For each appointment, there is an included communication allotment of 3 follow-up texts or emails regarding your pet's current condition.  Beyond that, you will be directed to schedule a telemedicine consultation or an in-home follow up appointment for your pet. 

 

Physical Exam Status: 

• A current veterinarian-client-patient relationship (VCP) must be maintained by law in the state of Pennsylvania by means of an in person, "hands-on" physical exam of your pet at least once every 12 months.  

*** Without a current VCP, Dr. Cody is unable to provide medical advice or prescribe / refill medications, even those that are given chronically for ongoing medical conditions that have previously been addressed by the veterinarian. ***  

• New or more severe medical conditions may require an in person physical exam, regardless of current VCP status, prior to providing advice or dispensing medications and this will be at the discretion of the veterinary team. 

 

Telemedicine:

• This type of appointment includes a virtual (Google Meet) or phone consultation appointment for up to 30 minutes.  Additional fees of $10 may incur for every 5 minutes past the allotted time frame, as a means to minimize inconveniencing other in home or virtual appointments scheduled thereafter.  However, we are generally able to cover the majority of concerns in less than 30 minutes. 

• NOTE: An in-person, "hands on" physical exam MUST be performed at least once for every 12 month period in order for Dr. Cody to be able to provide telehealth recommendations for your pet (see above section re: Physical Exam Status / VCP definition). 

• More advanced or complicated problems (that are deemed inappropriate for telemedicine) may require an in-home visit for more accurate assessment and appropriate therapy.  This will be at the discretion of Dr. Cody at the time of scheduling and you will be notified of these necessary changes in your appointment type.

 

Additional Pets: 

• $85 / $135 additional per pet (small - canine, feline / large - equine, bovine, other farm animal)

• Consults and exams for additional pets in the home (or barn) are welcomed and this additional cost option should be selected *at the time of scheduling* 

• Day of appointment add-ons are unfortunately not feasible due to the added time that is required for extra pets.

 

Safety / Aggressive Behavior: 

• As housecall veterinary professionals, we strive to provide a fear free treatment space through use of a relaxed appointment pace within the pet's own environment, as well as through low stress handling methods.

• For the safety of our team, when necessary, we advocate for the use of muzzling, Elizabethan collars (ie plastic neck cones), appropriate low stress restraint (holding) techniques, as well as gentle restraint utilities (such as the Calm Cozy Cat "swaddler blanket"). 

• If deemed appropriate, the use of oral or injectable sedation medications may also be recommended to minimize the stress of your pet and in order for us to safely and effectively provide the necessary care.  These methods will be first discussed with you prior to their use and may require us to reschedule your appointment based on the circumstances.

• If you are not comfortable with our safety requirements based on your pet's temperament, we are not comfortable treating your pet!

 

Advanced Imaging or Surgical Procedures (that requires general anesthesia):

• In the case that advanced imaging or surgical procedures are needed for your pet, you will be referred to your local brick and mortar hospital or we can provide recommendations for you.  These services may include radiography (x-rays), ultrasonography, general surgery, dental cleanings, etc. 

 

Medication Refills: 

• Refill requests should be made at least 1 week in advance to allow for sufficient processing and shipping times - PLEASE plan ahead! 

• You can take advantage of our recurrent shipping options that are available for chronic medications to minimize lapses in administration.

 

Use of Online Pharmacies: 

• Whole Heart Veterinary Wellness has direct affiliation with an online pharmacy for the ordering of prescription medications, preventatives, nutraceuticals (supplements,) herbal formulas and prescription diets. 

• We do NOT work with other online pharmacies including Chewy or 1800-Pet-Meds due to discrepancies of product validity and safety concerns.

 

 

TYPES OF APPOINTMENTS / PACKAGES:  SMALL ANIMALS (DOGS/CATS)

 

In-Home Initial Consultation & Treatment (FOR NEW CLIENTS OR NEW PATIENTS):  $230

• The initial consultation is a relaxed paced "getting to know you" session with you and your pet!  This visit can take up to 2 hours and will include:

  • Thorough review of patient history

  • Comprehensive integrative (western and eastern) physical exam

  • Careful attention to your questions and concerns regarding your pet

  • Mini or full acupuncture session based on your pet's comfort +/- massage or trigger point therapy as indicated

  • Use of Aquapuncture (B12 injections), Electro-acupuncuture, and Moxibustion are included with all acupuncture treatments.

  • Nutritional Analysis and recommendations

  • Tailored treatment plan with email summary for review after your appointment

 

• Please have your pet's pertinent veterinary records including any bloodwork and vaccine history emailed to us at info@wholeheartveterinary.com prior to your scheduled appointment. This will promote a smoother flow to our appointment and allow Dr. Cody to spend more time focusing on the current needs of your pet and dedicate more time for your questions.

 

 

In-home Follow-up Treatment (ESTABLISHED PATIENTS ONLY):  $135

• Follow up appointments in the home can take up to 60 minutes and include:

  • General review of previous concerns and any improvements

  • Recheck exam

  • Repeat acupuncture session +/- massage or trigger point therapy as indicated

  • Use of Aquapuncture (B12 injections), Electro-acupuncuture, and Moxibustion are included with all acupuncture treatments.

  • Additional treatment modalities and services that are not included in the follow-up fee can be added during scheduling

 

• Referral Discount:  Your trust in using Whole Heart Veterinary Wellness for your pet's ongoing care means a great deal to us.  Please share your positive experiences with friends and family and with every booked referral, you and your referred party will receive 15% off of a single "Follow-up Treatment" visit (that's $20 savings via a redeemable coupon!)

 

 

Telemedicine Consultation (Established Patients ONLY, once yearly physical exam required!):  $60

• This includes a virtual (Zoom) or phone consultation appointment for up to 30 minutes.

  • A Zoom link will be emailed to you as soon as possible prior to your appointment time. At the start of your appointment, please click on the Zoom link provided, so we can maximize the time needed to review your questions and concerns during the 30 minute appointment window.

  • NOTE: An in-person "hands on" physical exam MUST be performed per every 12 month period in order for Dr. Cody to be able to provide telehealth recommendations for your pet.  More advanced or complicated problems may require an in-home visit for more accurate assessment and appropriate therapy - this will be at the discretion of Dr. Cody at the time of scheduling and you will be notified of any concerns.

  • Please have your pet readily available so Dr. Cody is able to directly visualize any specific areas of concern through the virtual interface.

 

SMALL Animal Acupuncture Packages: 

• The goals of acupuncture treatment are generally palliative and aimed to correct imbalances in the body, as well as alleviate pain.  Initially, allow at least 3 to 5 weekly to biweekly treatments to see results, although some improvement can be observed after the first treatment. 

• As a general rule, more chronic and multi-faceted conditions take longer to improve.  It is possible to see some slight worsening (namely lethargy or soreness) in the first 24-48 hours after a treatment, which is also commonly followed by a noticeable improvement in condition. 

• To help lengthen the time needed between treatments, the use of aquapuncture (injection of fluid including vitamin  (B12, saline, Adequan, etc), as well as the use of low level electrical stimulation can be applied at acupuncture points. 

• The use of Chinese herbs and diet therapy are also recommended ways to help correct imbalances in the body, as well as lengthen the time needed between acupuncture treatments.

 

• Acupuncture Package (6 Sessions - SMALL animal):  $675

  • Bundle and Save = ONE FREE SESSION!  Buy 5 in home sessions (at the regular price of $135 per session) and the 6th session is FREE!  Does not include travel time fees per session.  NOTE:  The patient must first be established through an "In-Home:  Initial Consultation and Treatment" appointment prior to being eligible for packages. 

 

• Acupuncture Package (9 Sessions - SMALL animal):  $945

  • Bundle and Save = TWO FREE SESSIONS!  Buy 7 in home sessions (at the regular price of $135 per session) and the 8th and 9th sessions are FREE!  Does not include travel time fees per session.  NOTE:  The patient must first be established through an "In-Home:  Initial Consultation and Treatment" appointment prior to being eligible for packages. 

 

 

Additional Services (prices not included as part of appointment fee):

These services include but are not limited to: 

• Nail Trimming

• Ear cleaning

• Anal gland expression

• Focal grooming (ears/rears/wound care/other)

• Cold Laser Therapy

• Pulsed Electromagnetic Field Therapy (PEMF ~ Assisi Loop)

• Chiropractic adjustments

• Physical therapy manipulations and rehabilitation exercises

• Vaccinations

• Prescription medications, diets, supplements, or Herbal Formulas

• Therapeutic prescription injections (ie Adequan, Cytopoint, Convenia, Cerenia, Solensia, other)

• Bloodwork panels

• Fecal Testing

• Heartworm / Tick-borne disease testing / Feline infectious disease testing

• Urinalysis or Urine culturing

• Fine needle aspirates / microscopic cytology (testing of skin masses)

• Otic Cytology (testing of ear infections)

• Ocular testing (fluorescein staining, Schirmer Tear Testing, Tonometry)

• Other laboratory testing

 

 

In-Home Humane Euthanasia & After Care (Established Clients ONLY):

• Dr. Cody is dedicated to compassionately assisting you with your pet's end-of-life transition in the comfort and privacy of your home.  

• This service is only available to established clientele during normal business hours at this time.  Please *contact us directly* via email for scheduling assistance and fee information and do not use the online scheduler.  info@wholeheartveterinary.com

• NOTE:  Weekend or after hours scheduling is very limited and only upon specific request, however, we unfortunately may not be able to accommodate your request upon short notice; additional fees apply under these circumstances. 

• Aftercare and Cremation Services: 

  • Cremation services and pricing will be discussed with you upon scheduling a humane euthanasia appointment for your pet.  There are also various keepsake options that can be selected to commemorate your beloved pet.

 

 

**LARGE ANIMAL Services & Packages (Equine, Bovine, Other):  COMING SOON ~ STAY TUNED**

 

 

Termination of Care Policy: 

• We maintain the right to terminate our professional relationship at any time due to, but not limited to, the following reasons:

 

• Going against the recommended medical advice of the veterinarian in a means that is either endangering to the pet or to people, or that will be the cause of undo suffering for the pet.   We strongly uphold the veterinary oath that can be briefly summarized as Do No Harm…

 

"Being admitted to the profession of veterinary medicine I solemnly swear to use my scientific knowledge and skills for the benefit of society, through the protection of animal health and welfare, the prevention and relief of animal suffering, the conservation of animal resources, the promotion of public health and the advancement of medical knowledge.”

 

"I will practice my profession conscientiously, with dignity, and in keeping with the principles of veterinary medical ethics. I accept as a lifelong obligation the continual improvement of my professional knowledge and competence."

 

• Clientele who engage in disrespectful or aggressive behavior personally to the veterinary team (in person, via text message, phone, or email correspondence), as well as through social media or other online forums.

 

• Pets that are overly aggressive or not kept in control by their guardians/owners, who could potentially endanger themselves or our veterinary team.

 

• Clientele who do not adhere to the terms and conditions of Whole Heart Veterinary Wellness, as outlined in this document.

 

• That being said, Dr. Cody and her team whole-heartedly look forward to cultivating a long-standing, positive and mutually beneficial relationship with you and your pet throughout their wellness journey.

 

 

With Warmest Regards,

 

Dr. Kristin Cody

~ Whole Heart Veterinary Wellness ~