Policies

The CSU College of Veterinary Medicine and Biomedical Sciences has a longstanding commitment to the welfare of all animals. The Veterinary Health System, therefore, acknowledges an obligation to report to the proper authorities when there are reasonable grounds to suspect that cruelty may have occurred. Absolute assurance is not required and any grounds for suspicion of cruelty warrant appropriate investigation. All suspected cases will be reported in writing to the hospital director or designee for review. All VHS personnel are required to follow this policy in event of a good faith suspicion of animal cruelty.

Client rights

As a client of the CSU Veterinary Health System, you have the RIGHT to:

• Considerate, respectful, and compassionate treatment from our veterinarians, technicians, students, and all supporting staff members.
• Accurate, clear, and timely information and communication regarding your animal’s health.
• Request assistance if a communication barrier hinders your ability to make informed decisions regarding your animal’s health.
• Receive care for your animal by a medical team overseen by a licensed veterinarian.
• Receive explanations of diagnostic and treatment options, including benefits and risks, to help you make informed choices for your pet.
• Participate in decisions about your pet’s care.
• Decline treatment.
• Talk in confidence with staff members about your animal’s health care.
• Obtain an objective internal review of any complaints regarding your experience at our hospitals.
• Receive estimates and invoices in a timely manner throughout the treatment period, within Veterinary Health System policy.
• Request and receive copies of your pet’s medical records for yourself and/or other veterinarian(s).

Client responsibilities

As a client of the CSU Veterinary Health System, you have the RESPONSIBILITY to:

• Always communicate respectfully, including being available for timely communications regarding your animal’s medical care.
• Disclose relevant, accurate, and complete information about your animal’s health and history to our staff.
• Disclose any of your animal’s behavioral issues that may affect patient and staff safety. Note: Any animal bite that occurs on CSU hospital property is required by law to be reported to Larimer County Animal Control.
• Keep control of your animal and their belongings (for example: keep dogs on non-retractable leashes; cats and small animals in safe carriers; and do not leave any irreplaceable belongings at the hospital).
• Notify staff as soon as possible if you will be late, unable to make your appointment, or need to reschedule. If you are late, your appointment may be rescheduled. We require a 48-hour notification for cancellations. A cancellation made fewer than 48 hours in advance is considered a no-show. Three no-shows may result in dismissal from our clinic.
• Respect our medical team’s time constraints and policies regarding visitation, phone, and email communication.
• Abide by our payment policies as stated in the financial consent presented at check-in.
• Show respect for other clients and their animals.
• Not be under the influence of substances that impede your ability to communicate or make medical decisions.
• Avoid using vulgar language and any form of harassment, threats, and discrimination toward staff and other clients.
• Not smoke, vape, drink alcohol, or use illicit drugs on CSU property.

Under Colorado law, tele-advice or teleconsulting is not intended to diagnose, treat, or issue prognosis. You, as the veterinary professional with a veterinarian-client-patient relationship, remain responsible for evaluating, diagnosing, and treating the patient. These conversations are not meant to be prescriptive.

As telehealth encompasses teleconsulting, please inform your client that you plan to utilize our consult services and note their consent in the patient’s medical records.

To ensure donations meet our standards and can be used effectively, please follow these guidelines:

Items we can accept:

• New and unopened pet toys
• Clean, gently used blankets and towels
• Clean, gently used animal supplies (e.g., harnesses, clothing, pet stairs): Large items require prior approval from rehabilitation/OMM services.
• Clean, gently used medical equipment: Requires preapproval from the director’s office. The Cardiology and Cardiac Surgery service [link to cardio page?] only accepts donations of used Medtronic pacemakers (not defibrillators) with 2+ years of remaining battery life.
• Brand-new, unopened medications directly from hospitals or clinics: Requires approval from the pharmacy manager
• Monetary or employee appreciation donations: Please contact the director’s office at (970) 297-5000.

Items we cannot accept:

• Food donations: Please contact your local rescues or shelters.
• Partially used medications: Please contact a local pharmacy or county take-back programs for safe disposal.
• Brand-new or unopened medications from clients: Please contact your local rescues or shelters.

To ensure we can provide the best possible care for all animals, we kindly request that you prioritize timeliness for both arrival and pick-up times. Please inform us of any schedule changes or delays as soon as possible by calling (970) 297-5000.

Late arrival

• Five-20 minutes late: We’ll do our best to accommodate within the scheduled time.
• 20-60 minutes late: If we cannot accommodate, you’ll need to reschedule for the next available appointment.
• 60+ minutes late: Considered a missed appointment (see below)

Cancellations

• No cancellation fees
• Please provide 48 hours’ notice if you need to cancel.
• Appointment reminders are sent at least once before your visit.

Missed appointments

• We monitor missed appointments:
  • First offense: Attendance letter sent
  • Second offense: Attendance contract required before rescheduling
  • Third offense: Termination of scheduling privileges (appeal process available)
• Emergency cases will always be seen for stabilization and referral.

Clinical care services

The CSU Veterinary Health System is regulated by a state “fair competition” clause, and our fees are comparable to those of regional specialty private clinics. Our individual services are most qualified to provide you with the best possible cost estimate for the care your animal needs.

Payment is required at the time of service. 80% of the low-end estimate is due prior to any services being provided over $250, and final payment is due at the time of discharge. Additional charges or credits may be applied up to seven (7) days after dismissal. You will then receive a revised invoice, and the additional charges will be due at time of receipt.

To cover the cost of thoroughly cleaning and sanitizing spaces throughout the hospital – including hazardous material disposal and biohazard surveillance and response – a $15 environmental cleaning and safety fee is charged for each visit. An initial emergency fee of $175 is charged for after-hours emergency services.

The Veterinary Health System accepts cash, single-party checks, VISA, MasterCard, Discover, American Express, and CareCredit. We do not offer payment plans; speak to your veterinarian about financial hardships you may experience paying for services. Payment must be made at the time of service. Payment’s after-hours and on weekends are accepted by the receptionist, your veterinarian, or via the client portal.

Diagnostic services

Payment is due upon receipt of the invoice.

Private necropsy submissions (unassociated with a veterinary hospital) require a prepayment; all pathology services must be paid before the necropsy process begins.

Equine Reproductive Care services

We accept cash, check, VISA, MasterCard, Discover, and American Express. CareCredit is not accepted.

All shipped semen clients must provide a credit card for collection/shipping fees prior to shipment.

All account fees are due at time of service and prior to departure of mare/foal/stallion/semen/embryo from the Equine Reproduction Laboratory. Estimated final billing can be sent upon request of owner. All invoice balances are payable within 30 days of monthly or final invoice.

Stray animal policy

If you find a stray animal, please contact the Larimer Humane Society.

Please do not bring stray animals to our hospitals during these hours:

• Monday-Friday 8 a.m.-6 p.m.
• Saturday-Sunday 8 a.m.-4 p.m.

We will accept stray animals when the Humane Society is closed:

• Monday-Friday 6 p.m.-8 a.m.
• Saturday-Sunday 4 p.m.-8 a.m.

Wild animal policy

Please do not bring wild animals to the hospital.

For help with injured birds or mammals, contact the Greenwood Wildlife Rehabilitation Center.

For injured snakes, turtles, lizards, salamanders, frogs, or other reptiles and amphibians, contact the Northern Colorado Wildlife Center.

For nuisance wildlife, contact Colorado Parks and Wildlife during regular business hours. After hours, call Colorado State Patrol dispatch at (303) 239-4501.

We understand you want your animal to be as comfortable as possible during their stay, but please do not leave any personal belongings at our hospital. This helps us enforce biosecurity precautions and ensure belongings do not get damaged or lost.

No photography is allowed in patient treatment areas.

All applicable biosecurity protocols must be followed; animals in isolation areas are not allowed visitors.

Small animal hospital

• Visiting hours are 10 a.m.-7 p.m. Monday-Friday and by special arrangement after hours and on weekends and holidays.
• Limit visitors to five family members.

Large animal hospitals

• Visiting hours are 10 a.m.-11:30 a.m. and 4-5:30 p.m. and by special arrangement outside of these hours.
• Please limit your visit to 10-15 minutes.

Adams Equine Reproduction Center

• Call in advance to request a visit with your horse(s). Visiting hours are typically 1-4:30 p.m. Monday-Friday.
• Please leave supplements, food, or other items at the front office.