MedSups replies can take up to 72 hours. If a pet is not able to wait 72 hours for a reply, they must be referred to an urgent care or emergency hospital. CVH cannot assist with emergency cases. There is no guarantee that we can assist.

 

Review MedSups Triage to determine if we are capable of assisting. Never tell clients that we can help. Tell them we will be reaching out to our medical team, and they will respond. We may not have capacity for something we routinely accept.

Emailing MedSups should be reserved only for urgent cases that do not fall within the criteria for ezyVet memos.

Examples of appropriate use include:

• Non-urgent surgery referrals from clients
• Emergency and urgent surgery referrals from other veterinary hospitals
• Urgent post-surgery referrals from other veterinary hospitals
• Urgent post-surgical concerns when CVH is closed
• Approved behavioral euthanasia

 

Examples of inappropriate use include:

• Any medically non-urgent concern (clients do not decide if cases are urgent – please ask CRC or CVH leadership if you are unsure)
• Any emergency requests not coming rom another veterinary hospital. CVH cannot assist with emergency cases and they must first go to a emergency clinic for proper triage and stabilization.

 

1. While client is on the phone, CONFIRM THAT THEY CAN PAY FOR THE DEPOSIT AND APPOINTMENT. If they are unable to pay, OHS can offer RMI ONLY. If owner does not want RMI, refer to other hospitals. Do not reach out to leadership.
2. Ask if pet has been seen by a veterinarian elsewhere. Take note of where they have been seen.
3. Search for existing EV/SB profiles for client and pet. If found, verify all contact information (name, address, email, phone number). Create EV profiles if none exist and use for email request. If SB profiles exist, create EV profiles with SB information as per SOP. Do not send MedSups email without EV AID/PID.
4. SUGGEST OTHER HOSPITALS AND EMAIL GRANTS AS APPROPRIATE
5. Call recent hospital(s) for medical records AND images (if available) and have them emailed to [email protected]. Teams CRC that you are waiting for records/images and watch for them.
6. Once records/images are received, attach them to the EV AID’s profile BEFORE creating email.
7. Follow instructions below for email structure. Structure has been developed by medical leadership and cannot be altered.

Attach medical records to email (if available)

Email subject line

• EV AID +pet name + 1-2 word description of issue

Example: EV AID 1234 Pepper – eye injury

Email body (copy/paste)

• EV AID 123456 Pet’s name
• EV PID 123456 Owner’s name and phone number
• Brief description of condition – less than a sentence (do not use the word “lethargy” – triage for more accurate description)
• Reason no records are attached OR delete this line if records are attached
• Able to pay for deposit and exam fee (we will not see them if they are not able to pay deposit and exam fee)
• Suggested other hospitals, emailed list of grants, etc.
• NO RMI (if RMI, refer to RMI SOP)

Email body EXAMPLE (do not copy/paste)

• EV AID 123456 Peanut
• EV PID 123456 Linda Algazi 123-456-7890
• Pyometra
• Has not been to see a vet – no records
• Able to pay for deposit and exam fee
• Suggested other hospitals, emailed list of grants
• NO RMI

Send email

• Monday, Tuesday, Wednesday, Thursday AM, Sunday: [email protected] AND [email protected]
• Thursday PM, Friday, Saturday, Sunday: ADD [email protected].
• Cc: [email protected]