First Regional Animal Hospital FIRST Regional
Animal Hospital

Chandler, AZ
(480) 732–0018
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What to expect at FRAH Back to the Emergency page >>

Initial Telephone Contact
Your first interaction with FIRST Regional Animal Hospital (FRAH) is usually through the telephone. Our Client Service Representatives (CSR) are on duty 24 hours each day to help answer your questions and direct your calls. Remember that FRAH personnel cannot see your pet and rely upon the accuracy of the description of your pet’s condition to assist you. Should you decide to bring your pet into the hospital, the CSR will alert the medical staff to help them prepare for your pet’s arrival. Should you decide to observe your pet at home, you are encouraged to call back at any time if your pet’s condition changes or you need more information.

Upon arrival, the Client Service Representative will call for “triage.” The goal of triage is to determine if there are any life–threatening problems that require immediate attention. The veterinary technician will ask you a few quick questions and quickly examine your pet. If a critical problem is found or anticipated in your pet, the technician will ask permission to take your pet from you to the treatment area for immediate examination and assessment by a doctor. A veterinarian will quickly assess the situation and come to an exam room or the waiting area to talk with you about what needs to be done right away.

We appreciate that this can be a stressful time and that you may be required to make decisions rapidly. Approximate costs will be discussed with you at this time so that you can be aware of your financial commitment. If your pet’s condition is critical, you may also be asked to sign an initial treatment plan. Upon further assessment, our veterinarian will discuss your pet’s condition and status, as well as any additional treatment plans appropriate to your companion’s care.

If your pet is found to be stable at triage, you and your pet will be asked to take a seat in the lobby. It is important that you notify the CSR if there are any changes in the health status of your pet while you are waiting. The CSR will then call a triage technician to re-assess your pet’s condition.

Registration at Front Desk
The FRAH Client Service Representative will greet you immediately upon your arrival. At the front desk, please let the CSR know: 1) your name; 2) the name of your pet; and 3) the primary reason you are presenting your pet to FRAH. The CSR will inform you about the examination fee and payment options.

The Lobby
We will do our best to keep you informed about potential waiting times and to make you comfortable during this period. Please do not hesitate to inquire with the CSR when you arrive regarding estimated wait times. It is important that you notify the CSR if there are any changes in the health status of your pet while you are waiting.

Many of the pets presented to FRAH have critical or life–threatening problems that require immediate medical attention. This necessitates that animals and their families are serviced on a medical priority basis. This means that critical patients are seen by our veterinarians before stable patients. Despite our best efforts to serve each pet in a timely manner, extended waiting times may occur during busy times. Should this happen to you, we hope you will understand that your pet, if in critical condition, would be given the same consideration. We recognize that this can be frustrating and so we ask for your patience while we provide every pet with the best possible care.

We strive to make you and your pet as comfortable as possible during your wait.

Examination Room
A veterinary technician will bring you and your pet into an examination room. They may record initial historical information and your pet’s temperature, pulse and respiratory rate. This information is passed on to the attending veterinarian. Your primary care veterinarian may have called and provided important information regarding diagnostics and treatments provided at their facility.

Our veterinarian will gather additional historical information from you and perform a physical examination on your pet. The doctor will focus their efforts on working with you to provide several treatment options and assist you in making the optimal choice for your family pet. You will be provided with a treatment plan for the estimated cost of services to be provided. Please ask as many questions as necessary to gain a comfortable understanding of your pet’s condition, diagnostic/treatment plans and estimated costs for services.

Admitting Your Pet to the Hospital
If you and the veterinarian have determined that hospitalization is the best option for your pet at this time, you will be asked to sign a treatment plan for estimated costs, consent for diagnostics and treatment and an agreement for payment. (You must be 18 years of age or older to sign this authorization.) You will be required to leave a deposit equal to 75% of your treatment plan estimate. Payment in full is due at the completion of medical services. You should take your pet’s collar, leash, carrier or other personal items with you at this time.

Communications About Your Hospitalized Pet
We understand that it is difficult to leave a family member in the hospital. We will do all we can to help your pet to be comfortable and perform the diagnostics and treatment that will allow them to return home as fast as possible.

You are welcome to call at any time and ask how your pet is doing. The doctor may not be able to speak with you personally each time you call, but they can get a message to you regarding your pet’s status. It is very important that you understand what is happening regarding your pet’s care and the treatment plan for each day.

If an extended stay at FRAH or additional treatment becomes necessary, you will regularly be informed of the medical status of your pet and the status of your bill. You will be asked for approval of the additional recommended services, given an additional treatment plan and asked to leave additional deposits.

You are encouraged to visit your hospitalized pet each day as long as the pet does not get too anxious. Our regular visiting hours are 9am to 9pm. Pet owners may schedule visits outside these hours when approved by the doctor on shift. It is best to call before coming to the hospital to ensure that there will be a technician or doctor available to speak with you about your pet’s condition. Due to congestion and on–going treatment activity in the ICU, each pet is limited to two visitors at a time for no longer than 15 minutes. For longer visits, it may be possible to visit with your pet in an examination room.

Discharge Procedures
The discharge of your pet should be scheduled with the ICU technician or doctor. You will see the Client Service Representative to complete payment for services provided to your pet. The CSR will provide you with printed discharge information and medications that are being dispensed. A veterinarian or veterinary technician will go over this information with you and bring out your pet. If you have additional questions about the medications, treatment or care of your pet, please don’t hesitate to call us. We are here to serve you and to take the best care of your pet.

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