Client FAQs

Here are a few common questions that you may have about our practice. If you do not find the answer to your question here, we welcome you to call us.

Can Veterinary Emergency + Referral Center of Hawaii be my regular veterinarian?

As a specialty referral center, we act as an extension of your family veterinarian, not a replacement. We do not offer routine veterinary care, and we encourage all of our clients to return to their family veterinarian after their pets have recovered under our care.

How do you communicate with my family veterinarian?VERC hawaii doctors, VERC hawaii staff, VERC hawaii experts

We often use multiple methods of communication to keep your veterinarian informed of your pet’s progress. Whenever possible we try to update your veterinarian by phone. Your veterinarian will receive a complete copy of your pet’s medical record upon discharge, usually via fax, including examination and procedure reports and discharge instructions. Any diagnostics that are returned after the time of discharge will be forwarded to your family veterinarian.

How do you communicate with me when my pet is under your care?

For hospitalized patients, every effort is made to provide phone updates at least twice daily. In addition, any change in your pet’s condition or treatment plan will prompt a phone call from the veterinarian in charge as soon as they are able. Following procedures, clients are called immediately with an update on the patient’s progress and to discuss the results of the procedure. You can, of course, always feel free to call us to check in on your pet at any time (see below).

When can I call to check on my pet?

We will call you with an update on your pet’s status daily or more frequently if changes occur in the status of your pet. You are always welcome to call us for an update on your pet. Please recognize that our doctors are responsible for multiple hospitalized patients at any given time and may not be available when you call. When our doctors are not available, our nursing staff will be able to provide you with accurate updates on your pet’s condition.

Will my pet have the same doctor throughout their stay?

Veterinary Emergency + Referral Center is open 24 hours a day, so you may speak to many doctors throughout your pet’s stay. A different doctor may be directing your pet’s care on different days and at different times of day, but rest assured that each of these doctors is knowledgeable about your pet’s case. The doctors hold “rounds” two times a day at 8 a.m. and 5:30 p.m. to discuss each hospitalized patient. Your pet receives the benefit of having the input of multiple doctors and specialists each day. When you call, our receptionist directs your call to the doctor on duty that is responsible for your pet’s care at that time. The doctor on duty will inform you of your pet’s progress.

Can I visit my pet when (s)he is under your care?

We understand that it can be stressful for your pet and your family during your pet’s hospitalization. Visits from the family can often improve your pet’s recovery and give your family peace of mind. We encourage you to visit during your pet’s stay with us and offer ample visiting hours to accommodate your schedule. Visting hours for pets in our emergency care are 9 p.m. - midnight. Visiting hours for all other pets in our care are 9 a.m. - 5 p.m. 

When can I visit my pet?

Visting hours for pets in our emergency care are 9 p.m. - midnight. Visiting hours for all other pets in our care are 9 a.m. - 5 p.m. 

We ask that owners call first before coming in so that visiting time can be scheduled. This allows us to make sure there is a room available for you and your pet to visit and ensure that your pet is ready for visiting. We may ask if you can come at an alternate time if there are multiple emergencies or owners visiting at one time.

We may also ask that you visit your pet in the treatment area. Visits in the treatment area are limited to 10 minutes at a time. Visitation is not allowed during shift changes as this time is important to allow doctors to round on and assess hospitalized patients. Emergencies may dictate when an owner may visit.

What do I need to know about caring for my pet when we go home?

The veterinarian in charge of your pet will provide you with thorough instructions upon discharge to ensure that you have the tools you need to care for your pet when (s)he leaves the hospital.

Is my estimate my final bill?veterinary ER hawaii, veterinary specialist hawaii, Dr. Erin McNally

You receive an estimate for diagnostics and treatment when your pet is admitted to the hospital. This plan is generated in good faith to include the projected tests, procedures, and hospitalized care your pet needs. As your pet’s condition changes or additional information is gained from diagnostics, additional treatments, ultrasound, testing or surgery may be recommended. These changes are not included in your initial estimate and will, sometimes significantly, affect the total of your final bill. The doctors will keep you updated daily as to your current balance and the anticipated cost of additional testing or treatment. A receptionist may call you to request that you increase your current deposit.

What is your payment policy? 

Payment is due as services are rendered. For hospitalized cases, a deposit is required in advance. The balance is due upon discharge from the hospital, regardless of the outcome of the case. We accept payment in the form of cash, personal check, credit card (American Express, MasterCard, Visa and Discover) and CareCredit. We do not offer payment plans and will not accept post-dated checks.

What is CareCredit?

CareCredit is a personal line of credit that is designed specifically to meet the healthcare needs of you and your pets and can only be used for healthcare services. CareCredit offers a six month payment plan, with no interest if paid in full within the promotional period. There are no up-front costs, no pre-payment penalties, and no annual fees. For more information, or to apply for CareCredit, visit or ask our reception staff about CareCredit when you arrive at VERC.

I found a stray animal. Can I bring it to VERC?

We are happy to help by scanning the stray animal for a microchip and will do so free of charge. We do not have the facilities or resources to house and find new homes for stray animals. We will not take in a healthy stray. These must be taken to the Hawaiian Humane Society or an alternate rescue group at your discretion. If a stray animal is seriously injured and is given a poor prognosis, we will provide humane euthanasia. If a stray animal has sustained minor injuries and the rescuer wishes to assume responsibility for the animal, we will treat the animal (regular fees apply) and release the animal to the rescuer’s care. There are no exceptions to this policy.

Other questions?

Please feel free to contact VERC at 808-735-7735 with any other questions.