What to Expect

We understand how worrying it can be when your pet is sick or injured, and we’re committed to providing high-quality service and care to all our patients. When you arrive at the Animal Emergency Clinic of Durham Region, you can expect our full attention to your pet’s needs. Our service will be provided with compassion, courtesy, and respect.

You will be greeted immediately, and based on your pet’s needs and availability, we will guide you into an examination room.

• Step 1: Much like in human hospitals, we utilize a triage system. Your pet will first be assessed by one of our experienced Registered Veterinary Technicians who will ask questions about your pet’s medical history, current condition, and the reason for your visit. This information is collected to assign a triage colour – please note that will prioritize patients based on the severity of the condition (see the triage level graphic below). Our goal is to see all patients in a timely manner. Although there may be times when you may have to wait, we appreciate your patience and understanding as the most critical patients must be seen first.
• Step 2: One of our veterinarians will then examine your pet, ask you further questions, and recommend diagnostic tests if needed. Once the tests have been run (which are done at our facility), the veterinarian will discuss a possible diagnosis and, if required, propose a treatment plan.
• Step 3: Upon discharge, either the veterinarian or technician will go over home care instructions and provide you with informative materials, along with answering any questions you might have. Our veterinary team wants to make sure you are completely comfortable with the information we are providing.
• Step 4: Our Client Care team at the front desk will process your payment and provide a copy of the veterinarian’s notes about your pet. We will also send a copy of the notes to your family veterinarian for their records.

Our Triage System

Our triage system is shown in the graphic below. Levels yellow and green may experience delays depending on the number of critical patients in our facility at the time. Please rest assured that your pet is very important to us, and we will minimize the wait as much as possible. We thank you in advance for your patience.