Our 24/7 medical services are currently available with some adjusted policies for the protection of our patients, their families, and the dedicated staff who keep our organization running every day and night.
Frequently Asked Questions
Why do I have to wait in the parking lot?
We’re following recommendations of the CDC and Oregon Health Authority for operating a 24/7 emergency hospital during COVID-19. By asking you to wait in the parking lot, there are less people in the hospital, reducing the risk of spreading the virus.
Will someone evaluate my pet’s condition?
Yes. Our team should have asked you a number of questions when you called regarding your pet’s condition. A veterinary technician will evaluate your pet via phone and in the parking lot soon.
Do you treat patients on a first come first serve basis?
We work like a human ER, so it’s not just about what time you’ve arrived. We consider the severity of each pet’s illness or injury. If you believe your pet’s condition has worsened, contact us immediately.
Why are other pets going in before mine?
You may see other pets walking into the hospital or being seen before you. It’s possible that they have severe injuries or illness that are not visible to you, but we also have specialty services for appointment-based care. Specialty service appointments do not impact the wait time for the emergency room.
How long will this visit take?
We are experiencing longer-than-usual wait times because of the impact of COVID-19 on our processes. Just like at human emergency room, you may wait for a number of hours to be seen.
Can I drop my pet off and leave?
No. Because of emergency medicine requires constant supervision of patients and quick communication with you, we cannot currently support drop-off services. Telemedicine may be available depending on your pet’s conditions. Go to dovelewis.org to learn more.
Updates on Your Pet + Doctor Communication
Will I speak with a doctor in person?
It’s more likely that you will speak with your pet’s doctor over the phone as a precaution against the spread of COVID-19.
What happens if my pet gets worse while waiting?
Contact us immediately. Our number is (503) 228-7281. Please indicate it is an emergency.
Can I get an update?
Yes. We will update you throughout your pet’s visit, but you are welcome to contact us directly for an update.
How many forms will I need to sign via email?
It depends, but every person will have to sign two forms at minimum: our medical and financial consent
and our discharge forms. If you need an accommodation, please let us know.
How much will this cost me?
The cost of an emergency exam is $125. Diagnostics, treatments, and medication will be additional. If
treatment is necessary, your doctor will create an estimate for your approval.
Can you bill me?
If you have financial concerns, we have a step-by-step process to see what your options are.
Do you have financial aid available?
We have two medical credit card options: CareCredit and ScratchPay. We also have a Velvet Assistance
Fund available to pets that qualify both medically and financially. If you would like more information
about this, please let our front desk staff know. The doctor will discuss this with you if your pet qualifies.
Is there somewhere nearby to get food?
Yes, but please keep your phone on and don’t leave your pet on a warm day.
Can I use your bathroom?
Yes, please come to the door and let us know if you need to use our restroom. We will let you in.
What happens if my phone dies?
We have chargers that you can borrow. Please come into our lobby to pick one up. We ask that you leave
your ID with us when you borrow it so that we’re more likely to have them available for future clients.
Why am I on hold for so long?
We treat an average of 62 patients each day, and with COVID-19 precautions requiring us to
communicate less in person, our time on the phone with worried people like you has increased. We
appreciate your patience.