Client Information

Whenever possible, we ask that you please call our Emergency line at (617) 524-5660 to speak with a representative prior to heading to our ER. They will be able to assess your needs and inform you of your best options for care.

As soon as you arrive at Angell’s ER, please check in with our team stationed at the Emergency Front Desk. They will ask you what’s going on with your pet to assess whether your pet may need to be seen immediately or is stable enough to wait. Please note, this step is necessary in all cases. You will need to register/check in with our Emergency Desk even if you’ve already called in advance.

If your pet is deemed stable to wait, then you will be asked to sit with them in our Emergency Waiting Area until an available Emergency doctor is assigned to the case. If there is a question as to whether or not your pet is stable enough to wait with you, then our ER Desk staff will call for a triage evaluation by a trained veterinary professional, who will determine whether your pet requires immediate stabilization. If we determine that your pet needs immediate care, then you may be asked at that time to either authorize or decline the treatment and fees that may arise as a result of that care. By authorizing those treatments and fees, you are indicating your consent to the care and any charges that may be incurred prior to an ER doctor speaking with you. By declining, you are indicating that your preference is that a doctor speak with you directly about your pet’s condition and prognosis before taking any steps to stabilize them (and, by doing so, acknowledging that your pet’s condition may worsen as result of that decision).

Regardless of whether or not your pet waits with you in the Emergency Waiting Area or is taken to the Emergency Ward for treatment/observation, the Front Desk staff will be collecting our Emergency Exam Fee upon check in. This fee covers the physical exam by the veterinarian only. Any testing, treatment, medications, or specialist consultations that are recommended as a result of that exam will result in additional fees being charged.

1. If your pet is brought into the hospital wards in their carrier, please make sure that you do not leave the building before getting it back. Angell CANNOT store pet carriers.
2. If your pet is brought back into the hospital wards during your wait, you will incur an ER Observation Fee for the care being provided by the staff in that area.
3. Though we are a 24-hour emergency referral hospital, Angell does not guarantee that all treatments, specialty consults, or diagnostics are available at the time of your visit. While it is very possible that the recommended testing and treatment may be offered on the same day, it is also possible that they may not be available until a subsequent day after a brief hospitalization or until a future outpatient appointment.
4. When your ER visit is complete, please be sure to check out at the ER Desk before you leave. Even if you have not incurred any additional charges, this is still a necessary step to close out your visit and maintain the integrity of your pet’s medical records.

Due to the unpredictable demand for emergency services, ER wait times are extremely variable. Please be advised that, depending on the nature of the other emergency cases coming in on any given day/night, your wait time may be extended. Our Emergency Room sees cases based on order of urgency, not order of arrival. In short, there will absolutely be days when a case coming in with a relatively non-urgent issue is seen almost immediately. However, there will also be other times when a pet with that same issue may be required to wait while our doctors manage and stabilize more critical cases — even cases that arrive after you. While we recognize that long waits can be uncomfortable and frustrating, we ask that you please consider that there are other patients in our care whose needs may be more urgent than your pet’s. We understand your concern for your pet, but ask for your patience while we address cases with more pressing needs. Of course, if you are in our waiting room and feel that your pet’s condition may be worsening, we ask that you please alert the staff at our ER Desk , and they can arrange to have your pet reevaluated by our triage team.

Acknowledging that any wait at all can be uncomfortable (especially when you are concerned for your pet), Angell is committed to making your wait as comfortable as possible. We offer vending machines, complimentary coffee, clean public restrooms, free Wi-Fi, and phone charging stations for client use. Water bowls are always readily available for your pets. If there is some need that you have during your wait that is not being met, please feel free to check in with our Front Desk staff to see if we can accommodate your wish. These are also the people best equipped to give you information regarding local restaurants and accommodations, should the need arise.

When coming in to our hospital through the Emergency service, your pet will always be seen by an ER doctor first. That doctor will assess what is going on with your pet and work with you to come up with viable treatment options aimed at stabilizing your pet’s condition. Please note that this is the case even if you have been referred to Angell for specialty care by another facility, or if you are presenting with an avian or exotic pet. If, after assessing the situation, Angell’s ER doctor feels that involving a specialist is warranted, they will coordinate a doctor-to-doctor consultation with the appropriate specialist. If this step is taken, there will be a charge associated with that consult to account for the specialist’s time. Once complete, the two doctors will work together to determine the best course of care for your pet, and the ER doctor will communicate the recommended steps to you (…which may include a follow-up appointment with that specialty service at a later date). Clients should not expect to confer directly with a specialist when being seen through the ER.

Depending on the nature of your case, your pet may be able to be seen, treated, and discharged quickly from our Emergency service. In other cases where hospitalization is recommended/required, your vet will work with you to come up with a treatment plan that is in keeping with your wishes. Once your pet is in stable condition, a follow-up with your local vet or one of our specialty services may also be recommended. Angell is committed to working with our clients to establish treatment plans that are within their means. Please refer to our Payments / Financial Assistance page for more information about the resources that may be available to you.

If a follow-up with an Angell specialty service is advised, please call (617) 522-7282 during regular business hours to speak with our Communications Center. They will assist you in determining the next steps for follow-up care and scheduling the necessary appointments.

In advance of your appointment, it’s always a good idea to have any pertinent medical records from other veterinary facilities sent to Angell, so that we can have an accurate understanding of your pet’s medical history. Having these records sent at least 48 hours prior to your visit is a key step in helping us provide accurate and efficient care. Records can be faxed or emailed directly to whichever Angell service you are seeing. Contact info for each service can be found here: Angell Services.

1. Please make every effort to arrive on time for your pet’s appointment. Since appointments are booked back to back, lateness may result in us having to rebook your appointment, if there isn’t enough time for your pet to be seen. Arriving a few minutes early to allow time for checking in is strongly encouraged.
2. If you are running late to your appointment, we ask that you please call to let us know whenever possible (617-522-7282). Our staff will be able to alert your veterinarian and discuss your options.
3. When you arrive for a scheduled outpatient appointment, please wait in the green line for an available Client Care Specialist, or feel free to use our automated check-in kiosks.
4. If your pet requires prescription refills, we suggest asking for those at the beginning of your appointment in order to expedite checkout. Alternatively, requesting refills online a few days before your visit is also a great way to ensure that they are ready to be picked up after your appointment. Pharmacy hours and information are available here: Angell Pharmacy.

1. We understand that visiting a veterinary clinic can be stressful for some pets. Even pets who are gentle and sweet at home can become anxious and defensive when under that stress. To ensure the safety of both your pet and our staff, we may require your pet to be medicated or muzzled in order to provide care. We encourage you to work with your primary veterinarian to make a plan that sets your pet up for success prior to your visit. If this is the first time your pet is being seen, we will do our best to safely treat your pet. However, a second visit may be required, if that is not possible.
2. For the safety of all our patients, we require all animals to be kept on leashes or in carriers during their visit to Angell. It’s important to remember that a veterinary waiting room environment can provoke unexpected behaviors in your pet and others. Utilizing well-fitting equipment (harnesses, collars, etc.) is key to making sure your pet is safe at all times. Retractable flex leads, while a good way to give your dog some freedom on walks, are not appropriate in a hospital setting. For more information on cat carriers, here is a helpful link on best practices.
3. If, for the reasons stated above, you feel that your pet would be more comfortable in a private room rather than in our waiting areas, please let the staff at our Front Desk know. They will be able to direct you accordingly, if a room is available.

1. Be sure to follow any pre-visit instructions that you have been given by our team (i.e., bringing in fecal samples for new pets, fasting your pet, etc.).
2. Make sure you know the specific details about your pet’s diet. Unsure of the brand’s name? Take a photo of the package(s) in advance of your visit!

When your visit is complete, please be sure to check out at the Front Desk before you leave. The yellow line is for appointment checkouts. Please make sure that you are taking time for this step, as it is a necessary part of our process for closing out your visit and maintaining the integrity of your pet’s medical records.

Payment is due at the time of service. Unsettled bills will incur a billing fee.

1. When dropping off your pet for a procedure or hospitalization, we ask that you expect to spend about an hour at our facility. The number of procedures that a facility like Angell manages from day to day can vary greatly. In order to onboard them all in a manner that does not compromise our standard of care, there are times when certain patients will have to wait while we begin treatments on others. While we would like to be able to give you a to-the-minute estimate of when we’d like you to arrive, the variability of cases coming from our Emergency service makes this impossible.
2. Upon arrival, please make your way to the dark blue line in the lobby.
3. Please be sure that you have followed the fasting and pre-admission instructions provided by our staff in advance of your visit. Failure to do so could result in our need to reschedule your visit to another day.
4. You will be asked to sign an estimate and our Standard Consent form prior to admitting your pet. When time permits, these will be emailed to you in advance of your visit.
5. It is our standard policy to ask for the low end of your estimate or 50% of the high end (whichever is higher) to be prepaid at the time of admission. Please review the Payments page of this site for more information on this process.
6. A note about estimates: While an estimate is a tool that we use to define the expected scope of costs for care, it should by no means be considered a “quote” or guarantee. With the variable nature of patient care, the possibility always exists that initial expectations will need to evolve as your pet’s time in the hospital progresses. Angell is committed to making every effort to keep costs in line with expectations and communicating with you about ongoing costs for care, should circumstances change during your pet’s stay.
7. You should not plan to admit your pet with any belongings from your home. Angell cannot manage personal belongings for all of our patients. Carriers, toys, beds, and blankets should all be left at home. Items left at Angell will not be returned.
8. The only time you should bring medications or food to Angell for your pet is when you have been instructed to do so by our staff. In the event that happens, the food or medications that you bring must be in their original packaging and must have your pet’s name on them.

1. While your pet is in the hospital, Angell’s staff will make every effort to keep the lines of communication with you open. Our veterinary staff, Client Care Coordinators, and Communication Center team are all committed to providing you with updates whenever possible. We ask that you please consider our other patients and try to refrain from continually reaching out for information. We completely empathize with how stressful it can be when your pet is away from your family and in our care, but we ask for your trust in our ability to manage communications with all of our clients in an order that is most appropriate for patient care.
2. With regards to the possibility of VISITING with your pet while they are in the hospital, please see our Client Policies section below.

1. When coming to discharge your pet from Angell, we ask (again) that you expect to spend about an hour at our facility. While we likely will have given you a specific time for when your pet will be ready to go home, it’s important to remember that certain parts of the discharge process cannot begin until you arrive to pick them up.
2. Upon arrival, please make your way to the dark blue line in the lobby.
3. The staff at our Front Desk will present you with a copy of your pet’s discharge paperwork. We ask that you please review this information prior to leaving with your pet, so any questions regarding their care can be answered prior to your departure.
4. The staff at our Front Desk will also work with you to settle your account at this time. In the event that the charges for your visit were lower than your initial pre-payment, our staff will initiate the process of crediting your account. If there is payment due for the outstanding amount beyond your initial pre-payment, they will collect that at this time.
5. As soon as possible after that, our staff will reunite you with your pet, present you with any medications that are going home with you, and give you the opportunity to ask any questions you may have about next steps.

Appointments at Angell and Angell West are in high demand. In order to address the needs of all of our patients, Angell has a late cancelation/no show policy to help us ensure we have ample time to fill any vacant appointment slots. If you fail to show for your appointment, or cancel with less than 24 hours’ notice, you will be charged a fee of $55. If you cannot make it to your pet’s appointment, we ask that you please let us know as soon as possible so that we may cancel your appointment and offer that time to another patient in need. We understand life can be unexpected and encourage you to speak with us as soon as possible, if you have extenuating circumstances.

Our medical teams empathize with how difficult it can be for your family when your pet requires hospitalization. Visiting a patient at our Boston location will be available daily in most cases. You may walk in for visiting between 5:30 p.m. and 6:30 p.m. daily. Visits take place in the inpatient wards. To accommodate everyone, we ask that visits are limited to two people for 30 minutes or fewer. Unfortunately, we are not able to provide visiting on holidays. To confirm visiting availability, check with your care team or call (617) 522-7282. Please note, the availability and timing to visit your pet is subject to change, depending on their treatment needs. Visiting is never an option for pets in our I-131 program or those staying in our isolation wards due to the nature of their treatments.

Visiting may be possible when it is medically advisable and the schedule allows. If your pet’s condition is critical, or if they are in the midst of a long-term hospitalization, please check with your doctor to see if visiting is an option for you. Unfortunately, at this time, we are not able provide visiting for our more stable patients at West, but updates are always available throughout your pet’s care. Please note that visiting is never an option for pets in our isolation wards due to the nature of their treatments.

Children of all ages are allowed to visit their hospitalized family pets when accompanied by an adult. However, please consider that this is a working emergency unit. At times, there will be sights and sounds that may be upsetting or scary to children. If you do bring a child with you, we ask that you keep the following in mind:

• In most cases, we must keep visits to two visitors at a time due to space constraints.
• You must keep your children calm and by your side. Running and loud noises can be stressful for the patients, disruptive of treatments, and hazardous for your child.
• Your children may only visit your pet. They should not interact with other in-patients. Please ensure that they are keeping their hands out of other cages and away from other animals to avoid being scratched or bitten.
• Some hospitalized patients may have infectious diseases. Although the risk to humans is small, everyone should avoid touching surfaces and other animals. Gloves and hand sanitizer will be made available, if you would like.

It is MSPCA-Angell policy that personal items from home CANNOT remain with pets during their time in hospital. Though Angell recognizes that familiar items from home can be comforting for hospitalized pets, this policy exists to ensure that we are providing appropriate care to our patients. Keeping our areas free of client and patient belongings is an important step in allowing the hospital to maintain its infection control standards. Beyond that, we accommodate a large number of patients, and the maintenance of personal items can quickly pull too many resources away from direct patient care.

If you do leave an item with your pet, please note that it will not be returned. We will keep the item with your pet as best we can, but thereafter, it will be donated for general use or discarded. Exceptions to this rule is made for food, medication, e-collars, and medically necessary harnesses. If your pet is brought back to the hospital wards in their carrier, please make sure that you do not leave the building before getting it back. Angell cannot store your carrier during your pet’s hospitalization.

As part of Angell’s ongoing marketing and public relations efforts, photographs and videos are routinely taken at the MSPCA-Angell to raise awareness of our mission. These photos and videos may be used online or in print, and they may include your pet.

The staff at Angell is committed to providing patient care and client service in accordance with our established list of client rights.

We endeavor to manage every client interaction graciously and with respect to the reality that our clients are often unfamiliar with our policies/facilities and may be navigating anxious, stressful, and worrisome situations.

Client Rights – English

Derechos del Cliente – Español

Direitos do Cliente – Português

A successful relationship between Angell and its clients requires your strict adherence to our established list of client expectations. While we recognize that our clients are oftentimes navigating difficult, stressful, and emotional circumstances, we ask that everyone remain respectful to our staff, other clients, and patients at all times.

Client Responsibilities – English

Responsabilidades del cliente – Español

Responsabilidades do cliente – Português

Food:

• Whole Foods – Nearby grocery store with hot bar.
• Mike and Patty’s – Highly rated breakfast and sandwich shop.
• Zestos – Nearby pizzeria with sandwich/salad options.
• Alex’s Chimis – Family-owned Dominican bistro.
• Food Wall – Neighboring Chinese cuisine.
• Pikalo – Local empanada shop.

ATMs and Convenience Stores:

• 7/11 – Left onto S. Huntington, one block away.
• CVS – Right across the street from 7/11

Food:

•  Chilacates – expertly prepared Mexican Street Food
• Brother’s Roast Beef – enduring, family owned eatery.
• Purple Cactus -California-Inspired burritos & wraps, salads.
• City Feed & Supply – neighborhood grocery, café, and deli.
• The Joint – refined American eatery.

Coffee:

• Dunkin – local boutique coffee/pastry spot.
• Café Nero – Award winning Italian coffee.

Food:

• All of the above +
• Sweet Green – Simple, seasonal, healthy salads and grain bowls
• Real Deal – tasty twists to classic sandwiches, common favorites
• Martin’s Coffee Shop – Classic Brookline diner

Coffee:

• All of the above +
• Tatte – Café, Bakery, Sandwiches, etc.
• Starbucks – You know, Starbucks.

Additionally, there are tons of alternative options available from Grubhub, DoorDash, Uber Eats, etc.

Note: If ordering delivery from anywhere, be sure to specify that the hospital entrance is around the back of the building on the side furthest from S. Huntington.

• enVision Hotel
• Hilton Garden Inn Boston Brookline
• Homewood Suites by Hilton Boston Brookline