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Mercy Pet Hospital Updates – Letter from Dr. Webb

Dear Pet Parents,

I hope this letter reaches you and your pets in good health. Thank you for all of your great feedback over the last few months. I have taken your comments and suggestions into consideration, and I am happy to share some exciting changes that we have had at Mercy Pet Hospital.
Our new Fair Oaks location opened at the end of February and has hit the ground running! The hospital looks great and our staff has been well trained. Dr. Mathew Broaddus and Dr. Melissa Richards have moved over to this new location and are joined by Dr. Kristina Netherwood, Dr. Deanna Janelle and Dr. Ila Tewari. I am currently working at both locations. We have been happy to expand scheduling options for our current clients and have welcomed some new clients and pets to the Mercy family. This location is open Monday through Saturday and is closed on Sundays. Come stop in and visit the beautiful new hospital!
In Citrus Heights, we have expanded our team of doctors and staff as well. Dr. Kenneth Briggs joins us with many years of experience with small animals and wildlife. He has received specialized training in Dentistry. With his expertise, we are now able to offer root canals, crown amputations and more extensive dental and oral surgery. Drs. Jacob Thiel and Jade O’Brien have also recently joined our team of doctors to help care for your pets at the Citrus Heights location. Citrus Heights continues to be open seven days a week.
With much regret, I have removed and discontinued the online check-in system. The feedback we were getting from all of you was showing that it just did not work well. The wait times were not accurate and made it more confusing for many clients. While the idea of it may have been great, it was clear it was not a good solution to reducing wait times.
So…for the last few months we have switched things around to try something new. We have changed from a walk-in hospital to “Same Day Appointments”. What this means is that when you call in the morning, we will work with you to find a specific appointment time that day to come in to be seen. We have also began offering some pre-scheduled appointments to be seen another day. Yes, I said WE ARE NOW SCHEDULING APPOINMENTS! Everything has been flowing smoothly and we have successfully and dramatically reduced our wait times for our clients and patients. One word of advice, if you would like to be seen that same day, make sure to call right at 9 a.m. We do fill up our schedules quickly. We will continue to see patients on a walk-in basis for vaccines only.
With the introduction of our appointment based schedule, both hospitals are closed for lunch between 11:30 a.m. – 1 p.m. Our staff appreciates a little time to rest and eat in the middle of the day.
Our staff requests that you please arrive 10-15 minutes prior to your scheduled appointment to allow time for check-in. If you are more than 15 minutes late to your appointment, you may be asked to reschedule or to wait until the next scheduled exam has been seen. We do not want to force the following clients to be running late, too. If you cannot make your scheduled appointment time, please call at least 2 hours in advance to cancel or reschedule. We may require you to pre-pay for reserving your time ($33) if you cancel within 2 hours of your appointment time, miss appointments or continue to be late more than twice in a row. If you arrive at your assigned time and were required to pre-pay, the $33 will be applied to your pet’s exam fee.
We have also begun requiring a $50 non-refundable deposit for any surgeries, dentals or procedures that are over $500. The deposit will be applied to the balance of your pet’s procedure, but will not be refunded or applied to your balance if you do not show up for your scheduled appointment time or do not call to reschedule or cancel the surgery at least 24 hours prior to your appointment.
I do not like having to set restrictions like these, but with the added convenience of appointments, we have to make sure our schedule is still full in order to continue to keep our costs affordable. It is also just not fair to our other clients that are waiting patiently for an exam time or procedure time to open up.
Thank you all for your continued support and flexibility during this time of transition. I am confident that this new change to our scheduling will be beneficial to all. As always, please continue to fill out our client surveys or send us feedback. I am always appreciative to know how your experience and care was for your furry family!

Dr. Marci Webb
Owner of Mercy Pet Hospital, Inc.

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