COVID-19 Precautions

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.

When You Arrive: Check-in Process

Call us upon arrival. We will ask you a few questions about your pet's health and your own health to identify the best way to care for your pet while protecting the safety of people. For the emergency team, call 503-228-7281 and for specialty appointments, call 971-255-5995

Your pet must be on a leash or in a carrier. Once they are hospitalized, we'll ask you to take home all personal items (leashes, pet carriers, toys etc.).

Wait in your car or outside of the hospital. A team member will meet you and your pet at your car and you'll receive updates by phone. If you are unable to wait in your car, please let us know and we will accommodate you. 

If you are seeking financial aid, please review the medical and financial qualifications. Our financial and medical aid programs are designed to give animals the best chance at a healthy future, so there are requirements to qualify to receive the funds.

Wait Times, Updates, and More

Wait times can be similar to human ERs. DoveLewis is a high-traffic ER and ICU that can treat up to 100 animals a day, and wait times during peak periods can be long. There is a misconception that animal emergencies are simple, but they are not. We appreciate your patience as we work hard to treat every animal in our care. 

We are experience higher-than-usual call volume. Because of social distancing, most of our communication with pet owners is happening over the phone and you may be placed on an extended hold. 

Most communication will happen via phone or email.  Our teams are working hard to treat patients and keep their families updated, but please expect most of your interaction with our team to be via phone or email. 

Social Distancing Expectations

If your pet needs emergency care, and you currently have symptoms of respiratory illness.  Please designate another healthy family member or friend to bring your pet to DoveLewis. If you must bring your pet yourself, please call our main line before exiting your car so we can facilitate a safe transfer of your pet to our care. This may involve collecting the pet in our parking area.

All visitors must wear a mask. In accordance with the Oregon Health Authority, employees, contractors, volunteers, customers, and visitors are required to wear masks, face shields, or face covering unless they are under the age of 12 or require an accommodation or exemption under federal or state law. 

Keep at least 6 feet between people. Tape is on our lobby floor to help estimate a safe distance between visitors.

Wash your hands often using soap and water (at least 20 seconds). Use hand sanitizer if soap is not available. We have restrooms available for visitors in both downstairs and upstairs lobbies.

Cover coughs and sneeze with tissue or hands. Wash hands immediately following cough or sneeze.

Thank you for helping us keep other pet lovers, including our staff, healthy so we can help as many animals as possible!

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.

Blog: Planning for a Pet Emergency

DoveLewis is encouraging families to plan for the health and safety of their pets. With ill family members, school cancellations, and changing work environments, a pet’s health could be at risk.

Read the Blog