Because Great Care Works Best When We’re All on the Same Team
At Rialto Animal Hospital, we believe the best veterinary care happens when our team and our clients work together — with kindness, clear communication, and mutual respect. We know life can be chaotic (traffic happens, schedules shift, and pets occasionally make some very questionable snack choices), so the policies below exist to help us provide safe, timely, and exceptional care for every patient we see.
Scheduling & Appointments
To make sure we can dedicate the time your pet deserves, we operate primarily by appointment. While we’d love to say yes to every walk-in, our schedule and staffing don’t always allow for unscheduled visits.
- Walk-ins and same-day requests are limited and based on availability
- Appointments can be scheduled by phone or through our website
- If your pet needs urgent care, please call ahead — we save space for those “uh-oh” moments
For clients with busy schedules, we also offer admittance exams — drop your pet off in the morning, and we’ll examine them between scheduled appointments. Once the doctor has seen your pet, we’ll call you to talk through findings, treatment options, and next steps. Call ahead to set one up.
Arriving for Your Appointment
For the safety of every patient in our hospital, please:
- Keep dogs leashed and under control while in the waiting area and exam rooms
- Bring cats in a carrier
- Plan to arrive 10 minutes early for check-in (and earlier if you’re a new client with forms to complete)
- Make sure to bring your pet’s vaccine records if you are new with us
We offer a 10-minute grace period for unexpected delays. If you arrive more than 10 minutes late, we may need to reschedule your appointment so we can respect the appointment times of other clients and patients. When our schedule allows, we may be able to offer an alternative option, such as a same-day admittance (drop-off) appointment, to help ensure your pet still receives timely care.
Cancellations, Rescheduling, & Appointment Deposits
We understand that schedules change and unexpected things happen. If you need to cancel or reschedule an appointment, we kindly ask for at least 24 hours’ notice whenever possible so we can offer that time to another pet in need of care.
To help reduce missed appointments and keep timely access to care available for all patients, certain appointments require a scheduling deposit. Deposits are applied toward your visit when you arrive for your appointment. If an appointment is missed or canceled with less than 24 hours’ notice, the deposit is non-refundable and non-transferable.Our deposit policy helps us reserve dedicated time for your pet while allowing us to continue providing prompt care to other families in our community. If an emergency or special circumstance arises, please let us know—we’re always happy to discuss the situation with you.
Urgent Care & Emergencies
If your pet is having an urgent issue or emergency, please call us before heading in. We do our best to accommodate urgent cases, but there are times we may be at capacity or without an available doctor. Calling first lets us guide you to the fastest, safest care — whether that’s with us, at the right time, or at the nearest 24-hour emergency hospital.
When we can’t fit you in, we’ll never just turn you away. We’ll take your name and number, call you back if a spot opens up, offer to book the next available appointment, or help you connect with the right emergency resource.
Payment Policy
We believe in transparency, so we’ll discuss costs with you before services whenever possible. Payment is due at the time of service. We accept: Cash, Visa, Mastercard, Discover, American Express, CareCredit, and ScratchPay. “Pay Your Provider” pet insurance payments are accepted when offered through participating insurance plans.
Mutual Respect
We’re all here for one reason: to help your pet live the healthiest, happiest life possible. Our recommendations come from medical expertise and genuine care for your pet. Your questions and input are always welcome — you know your pet best. Respectful, kind communication keeps everything running smoothly for our team, our patients, and the families we serve.
We treat every client like family. We hope you’ll treat our team the same way.
Medical Records & VCPR
To provide medical advice, diagnose conditions, prescribe medications, and recommend treatment, California law requires that we maintain a valid Veterinary-Client-Patient Relationship (VCPR). This generally means that one of our veterinarians has recently examined your pet and has sufficient knowledge of your pet’s health and medical history to make informed medical decisions. If a current VCPR does not exist, an examination may be required before we can provide medical advice, prescribe medications, or authorize certain treatments.
If you need a copy of your pet’s medical records, simply give us a call. Records are typically available by the next business day.
What You Can Expect From Us
- Clear explanations of findings, recommendations, and treatment options
- Upfront pricing whenever possible, so you can make informed decisions
- A voice in your pet’s care plan — we’re partners, not dictators
- Open communication — your questions and concerns are always welcome
- Compassionate care, every single visit
What We Ask of You
- Share accurate history — the more we know, the better we can help
- Keep communication kind and solution-focused
- Arrive on time, complete required forms, and give notice if your plans change
- Be prepared for payment at the time of service
- Partner with us on your pet’s care plan — your input matters
When we work together, your pet wins. Every time.
Thank You for Choosing Rialto Animal Hospital
We don’t just treat pets — we care for families. Thank you for trusting us with your pet’s care. We’re honored to be part of their story — from routine checkups to the occasional “He ate WHAT?” moment.