Hospital Policies

Pet Protection Policy

For your pets’ protection, and that of others, all pets must be on a leash or in a secure pet carrier and properly controlled at all times while inside the hospital. 

Payment Policy

We require full payment at the time that services are rendered. For your convenience, we accept Visa, MasterCard, Interac/Debit cards, and cash. 

Appointment Policy

We operate exclusively by appointment so that we can care for as many pets as possible. However, acute care and emergency cases shall always receive top priority, which means that an occasional appointment delay is inevitable. We make a sincere attempt to see each client on time and appreciate your prompt arrival.  Latecomers may need to reschedule their appointment.
For your convenience, our hospital offers a medical daycare service for appointments. Drop off your pet in the morning and pick it up after work, and your pet will be taken care of and have their appointment. You will have a scheduled phone or video call with the veterinarian during the day. When you pick up your pet you will get a written appointment summary and treatment plan explained by our technician

Appointment Cancellation Policy

If you are unable to keep your appointment, please call or email to cancel at least 24 hours in advance. There will be a missed appointment penalty fee applied otherwise.

Voicemail and email messages are not monitored when the clinic is closed.

Hospital Hours

The hospital is open Mon-Fri 8:30 am – 6:30 pm, and is closed on Saturday, Sunday, and statutory holidays. Doctors’ hours are by appointment only.

Respectful Contact Policy 

We recognize and value the diversity,  human rights, and self-worth of our employees and clients, and strive to treat each person with respect and dignity. 

We ask that you be respectful in all of your communication and contact with us. 

We have a zero-tolerance policy towards any harm, abuse, or threats directed towards our staff. Any conduct of this kind will be dealt with under this policy, together with applicable work, health, and safety policies, and under our duty of care and responsibility to uphold all aspects of the Ontario Human Rights Code.  

Vaccination Policy:

All pets admitted to the hospital for an elective procedure must either be up to date on core Vaccines (Rabies, plus for dogs Canine DHPP, for cats Feline RCP, for ferrets Distemper virus) OR have a vaccine titre test within 3 months of the admission.

Privacy Policy

Veterinarians are legally responsible, under the Personal Information Protection and Electronic Documents Act (PIPEDA), for protecting the privacy of the personal information they receive.

While not all information contained in an animal’s medical record is considered personal information by PIPEDA standards, Section 17 (1) 6. in Regulation 1093 of the Veterinarians Act states that it is professional misconduct for a veterinarian to reveal: 

information concerning a client, an animal, or any professional service performed for an animal, to any person other than the client or another member treating the animal except, 

i. with the consent of the client, 

ii. if required or authorized to do so by law, 

iii. to prevent, or contribute information for the treatment of, a disease or physical injury of a person, or 

iv. Revoked: O. Reg. 233/15, s. 11 (1). 

v. for the purpose of identifying, locating or notifying the apparent owner of the animal, protecting the rights of the apparent owner or enforcing applicable laws in respect of the animal, where it appears that the animal is not owned by the person presenting it for treatment. 

Media Policy

Toronto Integrative Animal Health veterinarians and para-veterinary staff use video and still imagery for learning and medical documentation purposes. Images and videos are also taken around the hospital to aid in client and staff education, and marketing purposes. Let us know if you prefer not to be visible in any images.

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