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Each time a patient misses an appointment without providing proper notice, another patient is prevented from receiving care. Therefore, Veterinary Hospital at the Lake has the following policies: 

  • NO-SHOW = If an appointment is missed without 24 hours notice:
    • There will be a non-refundable no-show fee of $75 for surgical appointments
    • 1st No-Show- we will call and inform you that your appointment was missed and explain our no-show policy again.
    • 2nd No-Show- We call you to inform you that your appointment was missed, we will work with you to re-schedule your appointment and we will require that you pre-pay the exam fee for that next appointment at time of rescheduling. 
    • 3rd No-Show- We reserve the right to apply your pre-paid exam fee as a no-show fee, we will call to inform you that your appointment was missed for a third time and we will proceed with termination from the practice. 
  • LATE ARRIVAL = Arriving 5 Minutes Past Your Scheduled Appointment Time:
    • If you arrive 5 minutes past your scheduled appointment time, a $15 delayed fee will be assessed as this puts our staff and the rest of our appointments behind.
    • After 10 minutes, we will mark the appointment as a no-show and proceed with our no-show policy
    • If you show up for your appointment after 10 minutes, we will discuss with our technical staff if we are able to still work you in as we will then be behind in our schedule. If we can work you in, there will be a $30 work-in fee assessed. 
    • If your pet is scheduled for a procedure with a specialist (outside specialist we are bringing in), we require a $300 deposit due at time of scheduling procedure. 
    • We require that you give us 48 hours notice if you are needing to cancel your specialist appointment. 
    • If you give less than 48 hours notice for cancellation, your $300 deposit will be retained for specialist cancellation fee. 
    • Otherwise, your $300 deposit will be applied to your pet's specialist procedure. 
You can schedule/change an appointment from our App, your Pet Portal or call to speak with a Client Care Representative at 828-478-3500.
Thank you for your understanding and cooperation as we strive to best serve the needs of all of our patients.
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