03/24/2026
Please don't be afraid to talk to our interactive voicemail! Scout helps our phone team, so you don't have to be on hold while they are assisting other callers. She gathers information for us, asking the same questions our phone team is trained to ask. A human will call you back! Most calls are returned within 2-5 minutes, - 10 minutes or so if we are busier or they need to check with a doctor to answer your question.
If you leave a pharmacy request to refill medications, we don't need to call you, unless the doctor has questions - otherwise, we will get permission from your doctor and get the meds filled asap! If you would like a call or text when your meds are filled, please just leave that request in your message.
If your pet is experiencing a TRUE EMERGENCY, please say yes to the first question - Is your pet experiencing an emergency? If you say yes, your call is transferred to an emergency line.
If you say yes and you are just being impatient, you will be tying up the emergency line, which could result in a pet that is truly suffering and experiencing an emergency being delayed in receiving assistance. Please don't be that person...
If you don't want to leave information with our voicemail system (calls which are typically returned with a solution in place within 2-10 minutes because we have your info...), please just ask to speak with a representative AFTER the emergency question. You will probably then be asked to hold, because Scout only answers when our phone team is on the line helping someone who called before you. So, we put them on hold to put you on hold and then go back and finish helping the first person... So, if you leave your info with Scout, we will call you back next- ready to help you without interruption. Screaming, cursing, and generally being ugly to Scout really doesn't help anyone and probably raises your blood pressure... So please don't bother! Scout is trained to disconnect the call if there is excessive cursing (at a voicemail system...) Yes, we've already had one person...
We know Scout is not perfect, but it has helped remarkably! Please give it a try! Thank you!