Mar 18 2020

Our COVID-19 Hospital Procedure

UPDATED 6/19/20

Though we have moved to yellow phase, at this time we will continue with curbside service for the safety of our clients and staff.  We will continue to keep you updated with changes.

We would like to thank you for your continued patience and kindness during the last three months.  We would also like to thank you for patience as we experience higher than normal call volume.  Our Client Care team is working very hard to get to your calls as quickly as possible.  If you get a busy signal, please try again in a few minutes.

  • Please use our main number 215-855-5853 when calling us and not the number that appears on your screen when we call you.
  • During the highest call times we have added an Auto Attendant for your convenience.  Please follow the prompts that will direct your call appropriately.
  • You may also take advantage of our online forms to request appointments, prescriptions, food orders and boarding reservations.

Find our online forms here.

We have had a few delays reaching clients during appointments.  To help to keep everything moving as efficiently as possible, please note the following:

  • Please remain on the premises during your appointment.
  • Please keep your phone available for our text or phone call. Please check your phones settings to verify you are notified if you are on another call.
  • Please check your phone settings to verify you can receive Blocked or Unknown calls. Our doctors are using their personal cell phones to call you during your pet’s appointment

We are fortunate to have wonderful clients. Your help and patience has been greatly appreciated. We regret that visits are more difficult and lengthy. We miss you all and look forward to the time we can socialize with you again. Please know that we are here for you and your pet. If you have specific concerns or questions, please do not hesitate to contact us. We will be happy to help you.

In order to keep you and our staff safe and healthy, please wear a mask and please follow the social distancing guideline of a 6 foot distance between you, our staff and other clients.

For our full COVID-19 procedure read below:


The safety of our team, our doctors and our clients is of utmost importance to us. In an effort to limit exposure, both to our team and to our clients, we implemented curbside appointments beginning Thursday, March 19, 2020.  

When you call for your appointment, we are asking that you please let us know if any of the following apply to you:

  1. You have traveled domestically or internationally in the past four weeks.
  2. You have had known contact with an infected person.
  3. You have any symptoms of illness.

APPOINTMENTS WITH DOCTORS:  When you arrive at NPAH,  please call us from your car. We will ask for confirmation of your cell phone number and the make and model of your car. This is also a great time to let our team know if you need any flea/tick/Heartworm preventatives or any other products. You will receive a text message from us when we are ready for your pet. Please proceed to the sign at our main entrance where a technician will meet you to take your pet into the hospital. You may then return to your car. The veterinarian will contact you from a restricted (incoming call might say Private or Blocked) phone number to discuss your pet’s exam and recommendations. After your conversation, you may proceed to the front of the building to pick up your pet. Please call us after returning to your car with your pet. Our client care team will then take payment over the phone. At this time, credit card is our preferred payment method.

TECHNICIAN AND LASER APPOINTMENTS: When you arrive, please call us. Our client care staff will confirm your cell phone number and the make and model of your car. When we are ready for your pet, you will receive a text message directing you to either our front or back entrance. A technician will meet you and take your pet into the hospital. You may return to your car. The technician will complete the laser or technician appointment and then call or text you to ask that you proceed back to the entrance to pick up your pet. When you return to your car, please call us and our client care team will take your payment. At this time, credit card is our preferred payment method.

SURGICAL AND DENTAL DROP-OFF AND DISCHARGE APPOINTMENTS:   Please call us when you arrive. Our client care staff will confirm your cell phone number and the make and model of your car. If you are picking up after a procedure, payment will be taken over the phone at this time. A technician will then go over the check-in or discharge information with you on the phone. You will be instructed to proceed to the back entrance of the building and wait at the top of the ramp. A technician will come out to get your pet or bring your pet back to you.

PRESCRIPTIONS AND PET FOOD: Please order food and prescriptions in advance. You may call us or use our Prescription Refill Form.  We have been experiencing an overwhelming number of food and prescription requests, so please allow 48 hours for your refills. When you arrive to pick up your food or medication, please call us from your car.

Our client care staff will take your payment. Your food and/or medication will then be placed in a designated area on our porch. You may then proceed to the porch to pick up your food/prescription (please check the name carefully). If you need us to carry your items to your car, please let us know. We ask that you stay in your car and open your trunk. Our staff will put your items in the trunk and close it.

We are also happy to ship your medication to your home and are waiving all shipping fees.

BOARDING DROP OFF AND PICKUP: Please complete the Boarding Reservation with Express Check-in Form on our website. This will save you a great amount of time at boarding check-in. Please call us when you arrive for both drop off and pickup. A staff member will go over the boarding check-in or discharge information with you over the phone and payment will be taken for pick-ups. We will then instruct you to come to come to the back entrance of the building to pick up or receive your pet. Please wait at the top of the ramp and a technician will come out to assist you.

HOUSECALLS: Unfortunately, we are unable to go out on housecalls at this time.

Thank you for your cooperation as we all navigate this COVID-19 pandemic.  Guidance changes from day to day and we will update you with any changes as things progress. Thank you for your trust in NPAH.  We are hoping that the changes we are instituting will allow us to continue to operate so that we can be here for your pets throughout this crisis.

PLEASE NOTE:  The company we use for our Newsletter and Alerts is experiencing an increase in volume and it is slowing down the time e-mails reach you. Going forward, please check our website often for any updates.

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Hospital Hours
Monday8:00am – 8:00pm
Tuesday8:00am – 8:00pm
Wednesday8:00am – 8:00pm
Thursday8:00am – 8:00pm
Friday8:00am – 8:00pm
Saturday9:00am – 2:00pm
Sunday10:00am – 1:00pm

We are closed every Wednesday from 2-3 pm for a staff meeting. Should you have an emergency, please call our office.