Updated protocol for Appointments

Starting Friday, November 27, 2020, appointments will be CURBSIDE only.

In the case of euthanasia, ONE (1) human is allowed in the building with their pet. A face mask must be worn at all times, and the mask must be worn properly. The face mask must cover both your nose and your mouth.

As the weather grows colder, please prepare appropriately to wait outside for an undetermined amount of time.

This protocol will be in place until at the least the end of this year. We will revise and amend this protocol as necessary. Please contact us at 717-843-6060 to confirm any last minute revisions or if you have questions.

Updated information for Open Clinic hours (Walk-Ins)

We would like to explain what we mean when we use the word “Capacity”. Ever since COVID19 darkened our doorstep, the veterinary communities around this nation have seen an unprecedented amount of business. Because wonderful people like you have gone out and rescued pets and brought new four-legged loved ones into your homes, the vet hospitals have been overwhelmed. Because we are limited in the hours in a day and the hands available to do the work, we often hit “Capacity”. When we use this word it means that we are unable to take on more work than we currently have on our plates. It is not because we don’t care about your animals. In fact, it is very frustrating to us that we can’t do more. Whether you have been a client for years or you are brand new to us, when we hit Capacity, we cannot accept any more patients at that time.

Open Clinic hours or Walk-Ins run from 9am until 11am OR until we hit Capacity. Whichever comes first. Over the past several months, it has been common to hit Capacity by 9:30-10:00am.

We have several very capable emergency facilities in York and Lancaster County. It pains us to refer you to urgent care when we have hit our limits; however, we want your pets to be seen quickly when time is of the essence.

Please review the following concerning how Open Hours work.

Our phones come off service at 8am. Between the hours of 8am and 9am, the only animals taken into our building are surgical drop offs, medical case drop offs and animals that require fasted bloodwork. We will not start to see animals present for open hours until 9am. If you elect to leave your pet with us for the day rather than wait in line during the open hours, we will attend to your pets needs AFTER those people who have opted to wait in line. Pets that need critical care are triaged ahead of pets that are stable. This means that if you leave your pet with us early in the morning, you may not receive information concerning their visit until after 2pm.

As the weather grows colder, please prepare appropriately to wait outside for an undetermined amount of time.

Finally, we have a wonderful team here at Hill Street Veterinary Hospital who are giving 110%. The volume of business can be overwhelming. Your understanding is appreciated.


November, 2020

Our hospital is finally back to pre-COVID hours of operation. Currently, our open hours (Monday through Friday 9am-11am) remain curbside only. During appointments in the afternoons, evenings, and Saturday mornings we are allowing one human in the building with a mask. We will follow this protocol for as long as we can; however, we may return to curbside only care. We continue to monitor our community and the upswing of COVID cases locally. Changes in our protocol may happen quickly and without immediate website updates. We will do our best to provide adequate notice; however, we encourage you to call in advance to coming in to double check our hours of operation and current protocols.

Open Clinic Hours (CURBSIDE ONLY)

Monday through Friday – 9am to 11am

Our phones come off service at 8am. Between the hours of 8am and 9am, the only animals taken into our building are surgical drop offs, medical case drop offs and animals that require fasted bloodwork. We will not start to see animals present for open hours until 9am. If you elect to leave your pet with us for the day rather than wait in line during the open hours, we will attend to your pets needs AFTER those people who have opted to wait in line. Pets that need critical care are triaged ahead of pets that are stable. This means that if you leave your pet with us early in the morning, you may not receive information concerning their visit until after 2pm.

Appointments (ONE HUMAN ALLOWED IN PER VISIT. MUST WEAR A MASK. If you are scheduled in OVERFLOW, your appointment will be curbside.)

Monday – 2pm to 7pm
Tuesday – 2pm to 7pm
Wednesday – 2pm to 7pm
Thursday – 2pm to 7pm
Friday – 2pm to 6pm
Saturday – 8:30am to 11am
Sunday – Closed


August,2020

Walk-In Protocol

During COVID, these visits are entirely curbside. We are not allowing humans into the building with their pets during these hours. Also, during these unprecedented times, we are experiencing an unprecedented amount of people utilizing these hours. We are limited by the number of staff members working, the size of our building/parking lot, and the number of hours in the day. Unfortunately, this has resulted in our having to turn some clients away. Below, please note the current protocol for morning Walk-In hours:

Standard Walk-In Hours: 9am to 11am Monday through Friday

  • Call when you arrive and inform us what parking space you are in. Please do not call to check in while you are on your way. We will not check your pet in unless you are physically present in the parking lot.
  • We will offer you the option of waiting in line OR dropping your pet off for us to review. Wait times can range from 1 to 4 hours. Drop off availability is subject to the number of animals present.
  • If you arrive after we have hit our threshold, we will request that you either schedule an appointment for an afternoon some day in the future or return earlier the next day. It has been common for our threshold to be met by 9:30am.

Important Notes:

  • We do not take pets into the building before 9am. You can check in as early as 8am, but we will not start the examinations until 9am. If you see other pets being taken into the building before 9am, they are being dropped off for scheduled surgical procedures or fasted bloodwork.
  • Our phones are extremely busy. You may hear a busy signal or an “Out of Order” statement when you call. Please be patient and keep trying.
  • We do NOT have a bathroom available to our clients during Walk-In hours.

Afternoon and Evening Appointment Protocol

  • Call when you arrive and inform us what parking space you are in.
  • We are allowing one human into the building for each appointment. You must wear a mask to enter the building. You may also opt to stay in your car and have the appointment completed curbside.
  • A staff member will escort you into the building and to your designated exam room.
  • If we have you scheduled as an OVERFLOW appointment, your pet will be seen curbside only.

The Veterinarians and Staff at Hill Street Veterinary Hospital appreciate your patience. This transition has been unwanted and difficult for us all. We are trying our best to be available to your needs within the confines of the required safety protocols. We are aware that the current protocols are frustrating and often not ideal. We are frustrated as well. Thank you again.


June 8, 2020

As we grow towards our new normal, Hill Street Veterinary Hospital is working to decrease the disruption caused by COVID19, while at the same time acting responsibly to help prevent the spread of the virus. On Friday June 12, 2020, York County will be headed into the GREEN phase of reopening. While this is a relief in many ways, due to the size of our building, it will not be possible for us to return to our pre-COVID19 waiting-room capacity. Below are the protocols for both morning “Walk-Ins” and afternoon appointments affective Monday June 15th.

Walk-In Clinic (Curb-Side Service Only) : Monday thru Friday from 9am to 11am

  • First-come-first-serve curb-side service.
  • Upon arrival, call 717-843-6060 and be prepared to provide a HSVH staff member with the following information:
    • Your name
    • Your contact phone number
    • What parking space you are occupying
    • The reason for your visit
    • The payment method you intend to use at the end of the appointment
  • When it is your pet’s turn, a staff member will come to your car to escort your pet into the building. We will NOT be allowing owners into the building during the Walk-In Clinic hours.
  • The Veterinarian will discuss your pet’s health and appointment with you via the phone number you provide during arrival.
  • Our preferred method of payment is credit card over the phone; however, we will accept cash and checks.
  • We realize that being present with your pet during his/her appointment is preferred. Unfortunately, the volume of clients present during this time of the day is often too high for us to provide a safe and clean environment during this pandemic.

Appointments (Curb-Side Service or In-Person): Monday thru Friday from 2pm to 6pm

  • Upon arrival, call 717-843-6060 and be prepared to provide a HSVH staff member with the following information
    • Your name
    • Your contact phone number
    • What parking space you are occupying
    • The reason for your visit
    • The payment method you intend to use at the end of the appointment
  • When it is your pet’s turn, you have the option to have us retrieve your pet and continue curb-side service OR we can escort your pet and ONE family member into the building for the scheduled appointment. If you chose to come in with your pet, you will be escorted directly to an exam room. You must wear a mask or appropriate face covering to enter the building. We will also wear a mask.
  • At the conclusion of your appointment, if you are in the building you may go into the waiting room for payment at the front desks and you may leave on your own through the front or side door. If your appointment was completed curb-side, we will process your appointment using the payment information you provided over the phone during intake.

Important Notes:

Safety
For your safety and ours, Hill Street Veterinary Hospital has AtmosAir room ionizers in the exam rooms, the waiting room, the treatment/surgical suites and additional common areas throughout the building. We sanitize all surfaces, door knobs and instruments between appointments. We wash our hands frequently and we will wear masks when working with you.

Phones
We have been experiencing extremely high call volumes through this pandemic. Our phone system is not equipped to handle 20 callers at a time. It is common to hear either a busy signal or an alert that the phone system is not in service. Please continue to try again. We are sorry for the inconvenience.

Walk-In Wait Times
Open clinic hours are first-come-first-serve. They start at 9am and clients can continue to be checked in until 11am. If you are checked in before 11am, we will see your pet even if it’s after 11am when we are able to start the examination. Curb-side protocol does increase the amount of time it takes us to complete your visit. Often wait times can be lengthy. Although the clinic hours are first-come-first-serve, we do triage animals in distress as well as surgical drop offs. In these situations it is possible that someone who has arrived after you is attended to first.

Thank you for your patience and your continued trust in us to take care of your companions.

George L. Hartenstein, VMD
Sara E. Alfano, VMD
Lauren R. Feroli, DVM
Faith C. Roser, VMD
Louisa K. Hartenstein


April 27, 2020

As per updates from Governor Tom Wolf on Monday, April 27, 2020 and recommendations from the AVMA and PVMA, Hill Street Veterinary Hospital will now be available to do standard spays and castrations and all vaccinations. We will continue with our curb-side protocol. Only staff members and delivery workers are allowed in the building. We have extended our hours to 6pm each evening. We are still closed on Saturdays. Thank you for your patience and support during this process. We all hope to be back to normal soon.

March 21, 2020

Due to the new rules provided by Governor Tom Wolf, we have made amendments to our schedule and our protocols. We are trying our best to stay available to your needs and follow the mandates that are intended to keep us safe and healthy.

We are open for medical cases and non-elective surgeries only. However, a rabies vaccination does fall within these guidelines. Rabies is a public health issue, and we continue to see rabid animals in the county. If your pet is due for routine vaccinations and those include rabies, we are able to schedule you now. If your pet is due for vaccines that do not include rabies, we will have to ask you to wait until the social distancing has concluded.

Our current hours of operation:
Monday – Friday from 9am to 5pm.
Walk-ins continue from 9am – 11am.
Closed on Saturdays.

Protocol:
We are running “Curb-side”. When you arrive at the hospital, please park and call us at 717-843-6060. A staff member will arrive your pet in our system. Please wait in your car until a staff member comes out to great you and take your pet inside. The veterinarian will call you and discuss your pet’s health with you over the phone while she is doing the examination. When all is concluded, we will process your visit and bring your pet and your paperwork back out to you.

We are still providing medication refills and prescription foods. Wherever appropriate, we are happy to provide larger quantities than normal so that you may decrease the frequency of your trips to Hill Street.

Whenever possible, please pay by credit card over the phone. We are still accepting cash and checks.

Thank you so much for taking this crisis seriously and working with our hospital, York County and the rest of the country to protect our population. No one is happy about this and we are trying our best to make the necessary changes so that we can keep your pets healthy during this trying time.

George Hartenstein, VMD
Sara Alfano, VMD
Lauren Feroli, DVM
Louisa Hartenstein


March 16, 2020

At Hill Street Veterinary Hospital, we are dedicated to protecting your pet’s health, your health and the health of our team. Please know that we practice rigorous cleaning procedures throughout the entire clinic. We regularly sanitize our waiting room, exam rooms, treatment areas, bathrooms, counter tops and other surfaces people and animals touch regularly. We use cleaners that are anti-bacterial and anti-viral. We ask our team members who are not feeling well to stay at home.

In an effort to be available to your pets if they are in need and also decrease foot traffic and subsequently possible exposure in our hospital, we are asking that you practice the following with us:

  • If you are feeling unwell and your pet is scheduled for a routine procedure (vaccines, nail trim), please reschedule.
  • If you are feeling unwell but your pet is having a medical issue, please call our office from your car and a staff member will come get your pet and bring him/her into the hospital for care. We can communicate with you throughout the process by phone or from outside your car.
  • We are happy to bring food and medications to your car.
  • We are happy to provide greater quantities of certain prescriptions to decrease the amount of times you may have to venture out to our office.
  • Please be assured we are closely watching how this uncertain time is unfolding and we will try our best to be safe and available to your pets as long as it possible to do so. Please make your health and the health of your loved ones a priority and stay home unless safety dictates otherwise.