Penn Veterinary Medicine | University of Pennsylvania

Frequently Asked Questions

Getting to Know the Matthew J. Ryan Veterinary Hospital of the University of Pennsylvania (Ryan-VHUP)

What is Ryan-VHUP?
What are the benefits of bringing my pet to Ryan-VHUP?
How is a teaching hospital different from other types of referral hospitals?
How does the fact that Ryan-VHUP is a teaching hospital affect my visit?
How long will my visit last?
Will I have to leave my pet at the hospital, or may I stay during the visit?
What are veterinary specialists, and what specialty services to we offer?
How is Ryan-VHUP different from my primary care veterinarian?
Do I need a referral to have my pet seen at Ryan-VHUP?
How do I make an appointment?
How can I prepare for my pet's appointment?
How will I get updates on my hospitalized pet?
What are your visitation policies?
What are your hours?

Emergency Services at Ryan-VHUP

What constitutes an emergency?
What can I expect from a visit to Ryan-VHUP's Emergency Service?
How long will I have to wait?
Can I bring my exotics and special species pets to your Emergency Service?
How much will a visit to the Emergency Service cost?

Getting to Know the Doctors at Ryan-VHUP

Can I request a particular veterinarian?
If my pet needs ongoing care at Ryan-VHUP, would I see the same doctor?

Paying for Care at Ryan-VHUP

How can I find out what my visit will cost?
Will I need to pay anything upfront, at the time of admission?
Do I have to pay after every visit?
What forms of payment do you accept?
Do you accept insurance?

Getting to Ryan-VHUP

How do I get to Ryan-VHUP?
Is there parking?

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Getting to Know the Matthew J. Ryan Veterinary Hospital of the University of Pennsylvania (Ryan-VHUP)

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What are the benefits of bringing my pet to Ryan-VHUP?
A world renowned reputation, 125 years of excellence, compassion and specialists in more than 20 disciplines – just a few of the benefits of bringing your pet to Ryan-VHUP. Your pet will receive truly exceptional care here because we bring together the most qualified specialists in the nation to provide a multi-disciplinary approach. For example, the care of a patient who is being treated in the ICU may be provided by specialists in critical care, radiology, anesthesia, surgery, nutrition and transfusion medicine. Ryan-VHUP is a special and unique place where many minds come together to provide excellence in veterinary care!

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How is a teaching hospital different from other types of referral hospitals?
The School of Veterinary Medicine of the University of Pennsylvania(Penn Vet) has three missions: clinical service, teaching and research. Ryan-VHUP is the hospital through which the missions of clinical service for pets and their owners and teaching veterinary trainees are accomplished. Alongside the world-renowned scientists in our Research Departments, Ryan-VHUP stays on the cutting edge of veterinary medicine. We are here to offer you the most advanced and comprehensive care to your pet. 

How does the fact that Ryan-VHUP is a teaching hospital affect my visit?
During your visit to Ryan-VHUP, you and your pet will see a team of veterinary professionals including board-certified specialists, residents, interns, veterinary students and veterinary technicians. Not only are we teaching our trainees how to practice veterinary medicine, we’re also teaching communication skills, so an essential part of that training is interaction with you, the pet’s caregiver. Because of these elements, it’s likely that you will be seen by a veterinary student prior to being seen by a doctor. While you may primarily interact with residents and interns, all case management is overseen by our faculty doctors, board-certified specialists in their respective areas.

How long will my visit last?
The length of time it will take for your pet’s appointment depends on what he or she is here for. Examinations may take 1 – 2 hours, but if your pet needs diagnostics like X-rays or ultrasound, lab work or consultation with other services, it may take several hours or the entire day to complete everything.

Will I have to leave my pet at the hospital, or may I stay during the visit?
It depends on the level of diagnostics and care that your pet needs. Many pets seen through the Emergency Service and for appointments are outpatients, but there are other cases that require admission for hospitalization. For hospitalized patients, there are no set times for visitation. If your pet is admitted, you may arrange for daily visits through your pet’s doctor. If you plan to wait for your pet who is likely to have a long appointment time, you can find ideas about local activities and resources here: http://www.upenn.edu/campus/philadelphia.php

What are veterinary specialists, and what specialty services do we offer?
Veterinary specialists are doctors who have undergone additional training, including a residency, after completing veterinary school. After completion of the residency, the individual becomes “board-certified” in their respective specialty only after passing a rigorous examination that is administered by their specialty college. Ryan-VHUP has more than 50 board-certified specialists in more than 20 disciplines. Click here for a full list of specialty services offered at Ryan-VHUP.

How is Ryan-VHUP different from my primary care veterinarian?
Your primary care veterinarian will decide when it is most appropriate to refer you to Ryan-VHUP for further evaluation and ongoing care. Our job is to continue any diagnostics and/or treatments that are needed, to provide a continuum of care that allows us to work closely with your veterinarian. We are available 24 hours a day, 7 days a week, 365 days a year for any emergencies that your pet may experience.

Will you work with my veterinarian?
Of course! Our goal is to work as a team with your primary care veterinarian to provide the best care possible for your pet. We will contact your doctor at several points during your pet’s hospitalization: 

• After admission, once an assessment and plan has been generated
• With regular updates while your pet is hospitalized
• To coordinate care after discharge from the hospital 
• A case summary and relevant diagnostics to be faxed upon discharge

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Do I need a referral to have my pet seen at Ryan-VHUP?
No, but we will contact your veterinarian to inform them of your pet’s condition and to discuss the care and treatment plan. Working as a team with your veterinarian to provide the most comprehensive and convenient care is a part of our commitment to you, your pet and the veterinary community.

• For Emergency Services, no appointment is necessary, but you may call (215) 746-V911, or (215) 898-4685. For more information about our Emergency Service, click here. 
• For all other scheduled appointments with Speciality Care Services, call the Appointment Desk at 215-746-VETS or 215-898-4680.
• Your veterinarian may also call our Referral Office or appointment desk to facilitate the process of making an appointment.

How can I prepare for my pet’s appointment?
Before your appointment, please bring any information, test results, lab work and/or X-rays that your referring veterinarian has provided. You should bring a list of medications (including doses and frequency of administration) with you. This information will save you and your veterinarian valuable time when you are here for your appointment. Some appointments may require sedation of your pet or blood work that is taken when they are fasted. When making your appointment, please ask if your pet needs to come in with an empty stomach.

How will I get updates on my hospitalized pet?
If your pet is required to stay overnight, our veterinarians and/or veterinary technicians call you daily to give an update on how your pet is progressing. In addition, our doctors and nurses make sure to forward your pet’s treatment information to your veterinarian to include in your pet’s record. You can also call our Patient Information lines at any time:

• For patient information during our business hours, call 215-898-4680
• For patient information after hours, call 215-573-3140. This is the best number to reach us for information about your pet on Monday through Friday, 4:30 p.m. – 7:30 p.m.; Saturday, between the hours of 11 – 3 p.m.; and Sunday, between 11 – 2 p.m.

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What are your visitation policies?
There is no set time for visitation. If your pet is admitted, you may arrange for daily visits through your doctor.

What constitutes an emergency?
Your pet should be seen on an emergency basis if:

• Your primary care veterinarian recommends it or is unavailable to evaluate your pet when there is the possibility of an emergency.
• Your pet is experiencing any of the following symptoms:
  • Difficulty breathing (increased respiratory rate or effort, discolored gums or tongue)
  • Collapsed, unable to stand
  • Extreme lethargy, mental depression, disorientation, seizures
  • Trauma, such as being hit by a car, bite wounds, broken bones, eye injuries
  • Ingestion of, or exposure to, toxins or medications
  • Inability to urinate
  • Difficulty birthing

You know your pet better than anyone – if you are ever concerned about your pet’s health, do not hesitate to bring your pet to our Emergency Service for evaluation.

If you have any questions about whether your pet is experiencing an emergency, call the Ryan-VHUP Emergency Service at (215) 746-V911 or (215) 898-4685 and our experienced personnel will assist you. Please note that we do not provide routine preventative health care (vaccinations, heartworm preventative, etc.) through the Emergency Service.

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What can I expect from a visit to Ryan-VHUP’s Emergency Service?
An experienced emergency triage nurse will meet you in our reception area and take a short description of what prompted you to bring your pet in. We will likely ask permission to take your pet into our treatment area for evaluation and stabilization if needed and may ask you to sign a Consent to Treat form, which also gives an estimate for basic stabilization.

 

While your pet is being examined and stabilized by our team of emergency and critical care specialists, a veterinary student, nurse or doctor will speak with you to gather the details of your pet’s problem and update you on your pet’s condition. They will then make recommendations about ongoing care. Generally, emergency patients follow one of the following three courses:

• Treatment on an outpatient basis, with follow-up by your primary care veterinarian;
• Admission to the Emergency Service, with transfer back to your primary care veterinarian (by 12 p.m. the following day); or
• Admission to the Emergency Service with transfer the following morning (usually 7-8 a.m.) to a specialty care service within our hospital.

How long will I have to wait?
Patients are seen on a medical priority basis. Waiting times for clients can range from 1 – 4 hours depending on the caseload at the time of presentation. On the weekends, we offer a “fast track” service, which is a completely separate fast-track team of doctors and nurses that expedite the diagnosis and treatment of patients that are stable and able to be seen on an outpatient basis. This allows us to see stable patients more quickly and dedicate our specialists’ efforts to treating the more critical patients.

Can I bring my exotics and special species pets to your Emergency Service?
Absolutely. Our doctors and nurses are comfortable and experienced with examining and treating exotics and special species pets. A member of the Special Species service is on-call 24 hours a day for telephone consultations.

How much will a visit to the Emergency Service cost?
Our emergency receptionists can quote you our emergency examination fee. Your emergency doctor will provide an estimate for costs associated with initial diagnosis and treatment of your pet’s emergent problems. For more information about paying for care at Ryan-VHUP, click here.

Getting to Know the Doctors at Ryan-VHUP

Can I request a particular veterinarian?
Our emergency doctors work varying schedules to provide coverage for the Emergency Room 24 hours a day, 7 days a week. For emergencies, you cannot request a specific doctor. For the other Specialty Services, you may request a specific veterinarian, but your appointment date may vary depending upon that doctor’s availability. 

If my pet needs ongoing care at Ryan-VHUP, would I see the same doctor?
We do try to provide long-term follow up of our cases with the same doctor and will make every effort to keep the same doctor for your pet. However, sometimes an appointment is not available with that doctor when your pet needs to be rechecked. In that case, there is communication between your previous doctor and your new doctor to provide continuity of care.

Paying for Care at Ryan-VHUP

How can I find out what my visit will cost?
Our receptionists or appointment desk personnel can quote you our examination fees. Your doctor will provide an estimate for costs associated with initial diagnosis and treatment of your pet’s problems.

Will I need to pay anything upfront, at the time of admission?
We require a deposit equal to half of the high end of your estimate, with the balance paid upon discharge. If, during your pet’s stay, the estimate needs to be adjusted, you may be asked to leave an additional deposit. Charges are entered daily on hospitalized patients. You can call the business office at 215-898-6920 at any time during business hours to see what the total estimate and charges are. 

Do I have to pay after every visit?
Full payment is expected at the time of service. You will be asked to pay your bill in full after your pet’s appointment or stay has concluded for each visit.

What forms of payment do you accept?
We accept cash, checks, Visa, Master Card, Discover and American Express. Personal ID is required for all checks and credit card payments. If a payment plan is necessary, we offer Care Credit, which can be applied for over the phone or online at www.carecredit.com, usually at the time of your visit. 

Do you accept pet insurance?
We are accustomed to working with the various pet health insurance plans, but please be advised that most insurance companies require you to pay for treatment and then will reimburse you for a percentage of costs. We routinely work with pet health insurance plans offered by ASPCA, Petplan, Embrace, Pets Health and Veterinary Pet Insurance. We are happy to facilitate the filing of claims, including completing paperwork and providing the necessary medical records.

How do I get to Ryan-VHUP?
Our address is 3900 Delancey Street, Philadelphia PA, 19104. The easiest way to get to our lobby to access the hospital is to take Spruce Street to 39^th Street and turn south onto 39^th. For a map and directions check out Google Maps.