Frequently Asked Questions for Pet Owners

Why Premier Veterinary Group?
Like other veterinary specialty and emergency centers, we have the advanced tools and diagnostics (MRI, 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 have 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 patients.

All of us at Premier Veterinary Group understand what a stressful experience it is to have a family member in the hospital. We have established some general guidelines as a reference for your family to ensure that your beloved pet gets the best possible care we can provide and to ensure that you, our valued client, are kept informed of your pet’s progress.

Visiting hours are from 10 am to 7 pm and 9 pm to 11:00 pm

We ask that visitation of your pet be kept to 20 minutes at a time. This assures that your pet is getting the rest and the care that they need. Whenever possible, visits will be done in a private exam room. If your pet is due for a procedure or treatment or is not stable enough to leave our intensive care unit, we may need to shorten your visitation time. Please understand that this is always done in the best interest of your pet and the other pets in the ICU. We encourage families to call prior to visitation, as access to visitation is always dependent on the availability of staff to facilitate visits and can change moment to moment. Only 2 family members can visit in the ICU at a time.

Your healthy pets are not allowed to visit your hospitalized pet due to the potential for infection.

Pets who require oxygen support or are deemed to be infectious to people or other animals will not be permitted routine visits.

When visiting our hospital, 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.  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.  If a doctor determines that you should be brought into the treatment area to visit your pet, 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.

Due to the high client volume, weekend and holiday visits may be limited and there could be a significant wait.

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.

Some exceptions:  Our doctors are in rounds from 8 am to 10 am daily to ensure that the entire hospital is aware of your pet’s needs and plan. Doctors will not be available to take phone calls during this time.

Please designate ONE family member to be the point person who will receive updates on your pet. This allows our staff to spend more time caring for your pet. Your calls may be answered by a member of our support staff. This is done in order to offer you an answer to your question as quickly as possible.

Our doctors will call you with an update on your hospitalized pet at least once daily. Other phone calls for updates will be directed to your pet’s assigned nurse. You will be called immediately by your pet’s doctor if there is ANY change in their status or plan.  In addition, we will provide a daily update to your referring veterinarian, so they continue to be an integral part of your pet’s care.

Can I make payments?
Payment is required at the time of service. With proper qualifications, we also offer Wells Fargo Health Advantage and accept Care Credit to allow for extended payments.  You can apply at home or in our hospital for both Wells Fargo Health Advantage and for Care Credit.

You have 3 different locations. Which one should I use?
You can visit whichever animal emergency and specialty center are 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 make 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 Orland Park. 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.