Frequently Asked Questions for Pet Owners

Why Premier Veterinary Group?
Like other veterinary specialty and emergency centers, we have the advanced tools and diagnostics (CT, Ultrasound, etc.) and training (board certified specialists, dedicated emergency doctors, etc.) as well as unparalleled passion to provide optimal care for your pet. What differentiates us from the others is our intense focus on providing the ultimate in customer service in our industry. Our goal is to make sure that every pet, every family, and every one of our referring veterinarians has a Premier experience, each and every time!

Can I visit my pet while at Premier Veterinary Group?
Yes, we have established a visitation policy that allows an owner to visit their pet, while minimally compromising their treatment and the treatment of other

  1. Owners are allowed two 20-minute visits (one visit between 8am-6pm and one visit between 8pm-Midnight). This time allotment may be extended or shortened upon a case-by case basis. Owners will not be permitted to visit between Midnight-6am.
  2. Owners are required to call in advance to arrange visits. Due to the busy nature of an emergency facility, we cannot guarantee that there will be staff or a room available to allow for a visit. We may ask you to come at a later time.
  3. Animals in isolation (contagious patients) are not allowed visits unless special arrangements are made in advance. Should a visit be allowed, owners are to follow all antiseptic techniques (gown, mask, etc.) described by the attending veterinarian or technician.
  4. Family members are asked to coordinate visits at the same time to prevent multiple visits from different family members. You will be asked to log in prior to visiting your pet and log out after your visit. We also ask that you designate one family member to call daily for updates on your hospitalized pet. As you can imagine, when you have multiple family members calling throughout the day it takes valuable time away from our hospitalized patients.
  5. Oxygen dependent or very critical patients are limited to 5-minute visits.
  6. We ask that you do not walk, feed or offer water to your pet without checking with the attending veterinarian or technician assigned to your pet.
  7. Please remain patient in the waiting room until you are called into a room or your pet is brought to you. This is for your safety as well as that of the patients.
  8. If a Doctor determines that the client/owner should be brought into the treatment area to visit, the doctor will accompany you and remain with you during the time in the treatment area concluding with escorting you back to the waiting room. Please remain patient in the waiting room until the doctor calls you. This is for your safety as well as that of the patients.
  9. Due to the high client volume, weekend and holiday visits may be limited and there could be a significant wait.
  10. In an effort to maintain a controlled hospital environment free from possible outside contaminants, we will not allow other family pets to visit your hospitalized pet. We ask for your understanding and respect this decision.

How do I reach a doctor to talk about my pet?
We are open 24 hours a day, every day. You can call at any time day or night to speak directly with a member of the medical team taking care of your pet. There is no phone tree at Premier. There are no numbers to push. You will speak with a live person any time you call – day or night. You simply have to let our client care representative know who you are and your pet’s name so he/she can connect you with the team caring for your pet.

Can I make payments?
Payment is required at the time of service. With proper qualifications, we also offer PaymentBanc and accept Care Credit to allow for extended payments. Please note, a checking account with a voided check is needed for PaymentBanc. You can apply for Care Credit at carecredit.com

You have different locations. Which one should I use?
You can visit whichever animal emergency and specialty center is most convenient for you. All of our records and digital imaging systems are linked, so your pet’s information can be accessed from any location. This is a huge benefit as the transfer of information is immediate and eliminates unnecessary repeat diagnostics.

Do I need to have an appointment?
Specialty consultations are available by appointment, but your pet can be seen at any time if you have an emergency. If your pet is already hospitalized and needs a specialist consultation, we will arrange the consult internally. Many places claim to offer seamless service, but at Premier we practice what we preach. We have a proven track record of providing true seamless service again and again.

Do you have free parking?
Yes, we have free parking at our animal hospitals in Chicago, Grayslake and Crestwood. In Chicago, we have a free parking lot immediately in front of our building accessible from Belmont Avenue. We also have free rooftop parking accessible from N. Harding Avenue, just off of Belmont Avenue.

How long do sutures/staples stay in after my pet’s surgery?
Sutures/staples are usually removed 10-14 days following the surgical procedure.

Do you board pets?
No, we do not board pets, but we can recommend places that do.

I found an injured wild bird, rabbit etc. What should I do?
Calling 311 or Animal Care & Control is usually the best option. Willowbrook Wildlife Center in Glen Ellyn also has great information about wild animals on their website.

Why do we encourage a collaborative environment?
At many specialty and emergency hospitals each service is a separate business or department. At Premier we believe that each patient should benefit from the collective knowledge and expertise of our entire team of specialists and emergency doctors every case, every day.