VCPR (Veterinary Client Patient Relationship) 

By Texas State Law, diagnoses, treatment (including vaccinations) and specific recommendations cannot be made for a pet our doctor has not seen in the last 365 days.  We do try to be helpful with general recommendations wherever we can, as information from “Dr. Google” is not always reliable and could be harmful in certain situations.  Please check in with us if you have questions and we will help guide you to the best possible solution.

Geographic Restriction

Below is a link to a visual map of our general service area followed by a more specific list by zip code. The map details boundaries for those zip codes listed as “partial”.  Please check in with us for case-by-case availability outside of this range – we do try to accommodate whenever we can.

HMV Practice area by MAP (2)

77002 (partial), 77003 (partial), 77004 (partial), 77005, 77006, 77007, 77008, 77009 (partial), 77018, 77019, 77021 (partial), 77022 (partial), 77024, 77025, 77027, 77030, 77031 (partial), 77035, 77036 (partial), 77040 (partial), 77041 (partial), 77042 (partial), 77043 (partial), 77045 (partial), 77047 (partial), 77051 (partial), 77053 (partial), 77054 (partial), 77055 (partial), 77056, 77057, 77063, 77064 (partial), 77071 (partial), 77074 (partial), 77080, 77081, 77085 (partial), 77091 (partial), 77092 (partial), 77096, 77098, 77401

Scheduling

Please schedule appointments by phone/text. We find that email is not the best method for time-sensitive issues, as we are fielding appointment requests by phone/text simultaneously and email takes last priority. To ensure you are first in line, give us a call.

Once an appointment spot is offered to a client, we need to hear back within 2h or the spot will be offered to another.  Given our heavy appointment demand, we try not to hold up opportunities for those who have been waiting.

We respectfully ask for 12H notice for appointment cancellations, as our daily route is significantly impacted by same day changes to the schedule. That said, there are no fees for cancellations.

Non-emergency doctor consults

Please note that our doctor is with patients and on the road for the majority of each day.  If you have a question or concern that is not an emergency, our staff will relay a detailed message to Dr. Baxter.  She will get back with you as soon as she can, but it may not be until the end of the business day. We do not interrupt appointments for anything except emergencies.

Fearful/Aggressive pets

We specialize in patients with nervous or aggressive tendencies, but on occasion we may determine that the behavior is dangerous enough to warrant use of a soft muzzle or reversible sedation. In both cases, we would require your permission and in some cases, we may ask that you be willing to place the muzzle. Pets who will not allow their owner’s to place the muzzle are often not good candidates for house call care.

Cats with a known history of frisky behavior at clinics often do great for house calls.  However, some act aggressively at home as well, especially if we have to remove them from under a bed.  We do ask that cats with know behavioral issues be corralled in a room or area where they will not have many hiding places prior to our arrival.

Payment

Payment is due at the time services are rendered.  When owners are not present at the time good/services are obtained, then we will send you an email invoice with a specified due date.  Established clients may qualify for billing and payment plans if approved by the doctor.

If you have cost concerns about a service or procedure, we will be happy to provide you with an estimate for your approval in advance.

Unpaid invoiced will incur a late fee of $30/month if >60 days have passed beyond the due date.

Refills

Prescription refill requests can be submitted via email, phone/text and must be approved by the Doctor before dispensation. Please give us at least 48H notice before you run out of meds, as some medications are special order.  In most cases, we can get your meds prepared by the end of the business day.

Controlled substances cannot be mailed or left in our after-hours safe.  They must be picked up at our office or can be delivered if an authorized individual is home to receive them.

Medications (prescription or nutraceutical) are not to be resold, or used for purposes other than that for which they were prescribed/dispensed.  Prescription medications are non-refundable by law. Nutraceuticals may be returned within 14 days of purchase if unopened/untampered.

Customer Service and professionalism

Every member of the team at HMV knows that our clients and patients come first.  Your pet’s health and your consistent satisfaction are so important to us.  We also respect your privacy and will not share any information regarding your pet’s health with any individual without prior permission.  We appreciate your feedback.  Please let us know right away if you had anything less than awesome experience so that we can address it immediately.  On the flip side, we ask for your patience, as the practice of veterinary medicine has it’s challenges and we are constantly evolving this practice to suit many needs.