UPDATED AUGUST 17, 2020
We will be resuming limited house calls starting September 8th!
To help ensure the continued health and safety of you as well as our staff, the following guidelines will be in place:
- All house calls will be performed outside. We are unable to enter a client’s home at this time.
- House calls are limited to our canine patients right now. This is due to the difficulty in examining cats outdoors.
- We will be taking payment for the base cost at the time of booking. Any medications or additional costs will be invoiced and payment can be taken either at the time of the appointment or over the phone once the team has returned to the clinic.
- Our staff will be wearing a mask for the duration of the appointment and we ask that you do as well.
- 2 meters distance should be maintained whenever possible.
We are also giving our staff the right to end an appointment if they feel that their safety is being compromised. If we have to end an appointment for this reason, the appointment is non-refundable.
Once we as a clinic can feel more confident that the risk of contracting COVID-19 on the south island is minimal, we will look at expanding our house call service to include offering exams in your home.
We also thought this would be a great time to recap the guidelines for appointments happening in the clinic!
- A mask must be worn at all times while dealing with our staff, or inside of the clinic.
- 2 meters distance must be maintained whenever possible.
- We are allowing one person per appointment to accompany pets into the exam room.
- Clients are only allowed in the exam rooms at this time. We are unable to accommodate people in the retail area, or the washrooms.
- We appreciate payment over the phone but are also accepting debit and credit payments outside once your appointment has ended.
We have put these rules in place to allow us to balance the health and well being of our staff, and the health, well being and needs of you, our clients. We hope that you will support us in our efforts to provide care for your pets in a safe and responsible manner.
UPDATED JUNE 8, 2020
We are so excited to see you again! We will be accepting routine appointments, and loosening some restrictions starting on June 10th.
This means that when you bring your pet for an appointment, we will be allowing one person to accompany them into the exam room.
Please wear a mask for the safety of our staff. A cloth mask is fine.
If you would rather stay in your vehicle for the appointment, we are happy to have the exam over the phone.
When you arrive for your appointment, please text your name, your pet’s name, and your parking stall number to the phone number posted around the parking lot. Please text this number only if you are checking in for an appointment.
When we are ready for your appointment, you’ll be asked to come to the retail door, and you will be shown directly into an exam room. We will have distance markers taped to the floor to help you keep your distance.
Once your appointment is over, you’ll be asked to wait outside while we organize your charges and prepare any prescriptions you’ll be taking home. We would love it if you could pay over the phone, but if you can’t, that’s ok! We’ll be happy to take your payment outside the front door.
If you would like to book a routine appointment, please understand that we are working our way through a backlog of requests, so you may be placed on a waiting list. Please call the clinic and speak to our Client Care Team. Online booking will resume once we have cleared the waiting lists.
If you need food or prescription renewal, please consider using our webstore at https://www.myvetstore.ca/mckvets/, or call the clinic. We’ll be happy to get your products ready for pick up. Again, we would appreciate taking payment over the phone, but we will certainly have our payment machine available for you.
As always, we are so thankful for your understanding and patience while we work through these changes.
UPDATED MAY 19, 2020
With Phase 2 of BC’s restart plan underway, here’s what’s changing at the clinic:
– We are now taking non-essential appointments. Our hardworking Client Care Team is dealing with a large backlog of appointment requests, so please be patient with them as they try their best to accommodate everyone.
– We have added more surgical appointments, and are trying our best to catch up with the backlog in this area as well.
We will be keeping the current social distancing measures we have in place for the time being. We have, however, added the ability for clients to text us to check-in for their appointments. We hope that this will create a more quick and efficient check-in procedure.
We are not taking appointments booked online at this time. We will resume online bookings when we are closer to operating at full capacity.
We still encourage you to use the webstore for all prescription and food purchases. We are extending our offer of free delivery on orders over $50 to encourage social distancing.
We will maintain our current opening hours from 8 am to 6 pm daily. We will return to our normal hours as soon as we see fit.
Everyone at the clinic would like to thank our wonderful community for the understanding and support we have received during this challenging time. We are dealing with a massive increase in the volume of calls we are receiving, and understand that this can be frustrating. We appreciate the patience you have all shown us, and we know this will continue as we navigate this new phase in our day to day operations.
UPDATED APRIL 27, 2020
Due to the ongoing situation, we will not be resuming our housecall service, or non-essential appointments in May as we had originally hoped. We want to ensure the continued safety of our staff and community and believe that keeping all appointments in the clinic is the most efficient way for us to do that. We will update this page once we have a better idea of when we can resume these services.
Thank you all again for your understanding and continued support.
UPDATED APRIL 9, 2020
We want to take this opportunity to thank our clients for their continued support and understanding during this situation. We understand how scary and stressful this can be, especially if you have a sick pet. We want to assure each of you that we are doing everything we can to keep both our clients and our staff safe. Please read the statements below to find out how our social distancing policy will affect your appointment, as well as food and prescription purchases.
UPDATED MARCH 23, 2020
In an attempt to help minimize contact with our staff, we ask that you consider using our webstore if you need to purchase food. We have reduced the minimum purchase for free home delivery to $50.00. Our webstore allows you to order your pet’s food and keep contact with our staff to a minimum, allowing us to focus our efforts on the urgent care cases that we are seeing. Home delivery orders are currently being received by clients much faster than those picked up in-clinic.
We understand that this is a very stressful time for everyone. We are doing everything we can to keep our staff and our community safe while providing essential care for your pets. We ask that you be respectful of our team and the measures we have chosen to take while at the clinic for appointments or food purchases. These measures are in place for everyone’s safety. They also allow us to keep providing care for your pets during this pandemic.
If you are coming to the clinic for an essential appointment, here’s what to expect:
- Clients are no longer allowed in the building, except for exceptional circumstances.
- Please call or text us when you arrive. If you do not have a cell phone, please come to the front door and knock to get the attention of our Client Care Team. Then please wait behind the red line for us to help you.
- We would prefer if clients could pay over the phone via credit card. If this is not possible, we can take contactless payments outside of the clinic. We would prefer not to handle cash transactions at this time.
Thank you again, everyone, for supporting us in our effort to stay safe.
UPDATED MARCH 17, 2020
Dear McKenzie Clients,
Due to the increasing recommendation of health officials to limit contact as much as possible, we have decided to update our clinic’s response to the pandemic.
The following changes are effective March 18, 2020.
Although we are open for business, our front door will be locked. When you arrive for your appointment, please come to the front door. A member of our Client Care Team will meet you and check you in. After asking a few screening questions, we will ask you to wait outside, or in your vehicle until the veterinarian is ready to see you. If you currently have any symptoms of COVID-19, have travelled, or have been in contact with anyone that has travelled internationally in the last 14 days, you will be asked not to enter the clinic at all. We will be happy to retrieve your pet, and the doctor can consult with you by phone, or outside of the building.
If you need food, we ask that you enter through the retail door and ask us to get whatever you need. We will be happy to help.
We also ask that when clients are in the clinic, they do their best to ensure that they maintain a safe distance of 2 meters with our staff. This includes helping restrain your pets in appointments.
The reason we are taking these temporary measures is to minimize contact between people. We know that our waiting room can get congested, and we want to ensure that we can maintain the recommended safe distance and help ensure that no one at risk of transmitting COVID-19 enters our clinic. Our top priority is keeping our clients and staff safe.
At this time, we are not booking house calls or non-essential appointments until May 2020. We are still taking appointments from May 1st onwards, but please be aware that this could change depending on the recommendations we receive from health authorities.
It will take a community effort to contain and eliminate the coronavirus. We appreciate you helping us play our part and thank you for your understanding.
The Team at McKenzie Veterinary Services
An earlier statement from March 13, 2020
Dear McKenzie Clients,
With so much concern around the novel coronavirus (COVID-19), we want to let you know what we are doing to help keep you and our staff safe. We are committed to taking the appropriate steps to help contain the spread of COVID-19 while continuing to provide your pets with uninterrupted care. Unless you believe you are contagious, please continue to come in for appointments and procedures as you normally would.
We are following the guidance and advice provided by health authorities. This means asking our clients who suspect they may have come into contact with the coronavirus, are exhibiting symptoms, or have travelled internationally in the past 14 days to avoid coming into the clinic unless it is an emergency. If your pet does have an urgent concern, please notify us before coming into the clinic. This is so that we can make the necessary preparations to minimize contact with other clients and our staff.
We are also taking steps to keep McKenzie a low-risk environment. This includes regularly disinfecting common areas and equipment (including POS keypads after each transaction), as well as maintaining open communication with our staff and clients. Two of our staff members have just voluntarily cancelled vacations at the last-minute following yesterday’s recommendation by the Provincial Health Authority to avoid international travel. We want to ensure we are doing our part to keep our community healthy.
Many people have been stocking up on pet food and supplies. We want to remind you of our webstore. When you purchase items online, you have the option to have them shipped directly to your house. Only prescription medication can’t be shipped. Free shipping usually requires an order of $150 or more (regular shipping is $9.95). We are reducing the minimum order to $50 until the end of June. This is to ensure anyone that needs to self isolate still has affordable access to the products they need.
A few people have asked us whether transmission of COVID-19 between humans and their pets is possible. Although there is not a definitive answer at this time, there is currently no evidence that pets can become sick. Infectious disease experts, as well as the CDC, OIE, and WHO, indicate there is no evidence to suggest that dogs or cats can be a source of infection with SARS-CoV-2. This includes spreading COVID-19 to people.
Links to reliable information sources, as well as an FAQ for pet owners from the AVMA, are at the end of this letter.
We will continue to monitor the current situation. We will notify you of any changes that could have an impact on your ability to get care for your pets. We are fortunate to live in an area that is currently low risk, but it will take a responsible approach by everyone to make sure that doesn’t change. Please take care of yourselves and your fuzzy buddies.
All the best,
The Team at McKenzie Veterinary Services