Because Emergencies Deserve Familiar Care: Why 24/7 Support Is for Our Active Patients

At PetMed of Key West Veterinary Clinic, we know that emergencies never happen on schedule. A sudden illness, an accident, or a frightening change in behavior can strike in the middle of the night or on a weekend—and when it does, you need to know you’re not alone.

While we are not a 24-hour emergency hospital and our building is not staffed around the clock, we do offer 24/7 on-call veterinary support for our established patients. That means when your pet is an active patient with us, you have access to a veterinarian who already knows your pet’s history and can guide you through urgent situations.

That level of availability is a commitment we make to the families who trust us with their pets’ care—and it comes with responsibilities on both sides.

Why This Policy Exists

Emergency veterinary care is about more than picking up the phone; it’s about being able to act safely and confidently in a high-stakes situation. To do that, we need to know your pet.

That includes:

• Current medications and allergies
• Vaccination history
• Past medical issues and diagnoses
• Recent lab results or imaging
• How your pet typically behaves during exams or illness

When we already have this information, we’re not guessing in the dark when minutes matter. Without it, we’re making decisions without a complete picture—and that can put your pet at risk and limit what we can safely do.

That’s why we reserve our after-hours emergency support for pets we actively care for and know well.

How Your Pet Stays “Active” in Our System

To remain eligible for 24/7 on-call emergency support, your pet must:

• Have had a wellness exam within the last 14 months at PetMed
• Be up to date on core vaccines administered by our team
• Be following through on any routine monitoring or labs recommended by our doctors
• Maintain an ongoing care relationship with one of our veterinarians (not just one urgent visit every few years)

If you’re not sure whether your pet is currently considered active, give us a call at (563) 583-8387—we’re happy to check their status and help get you caught up if anything is overdue.

What If You’re Not a Current Client and Have an Emergency?

We know that not every pet in crisis is under our care—and we don’t believe anyone should be left completely on their own in an emergency.

If your pet is not an active patient with PetMed:

• Our after-hours call service will still answer the phone
• They will provide information and direct you to the nearest appropriate emergency resource
• You may be referred to a 24-hour emergency veterinary hospital such as:
  • BluePearl Pet Hospital in Cedar Rapids, IA
  • VCA Veterinary Emergency Service in Middleton, WI
  • Madison Veterinary Specialists in Madison, WI

Even if we can’t personally care for your pet because they’re not an active patient, we will still help you find the right place to go.

This Isn’t About Saying “No” — It’s About Being Ready to Say “Yes”

We want to be there when our patients need us most. But safe emergency care takes:

• Preparation (routine exams, vaccines, and baseline lab work)
• Communication (a clear, ongoing relationship with your pet’s care team)
• Trust (on both sides of the exam table)

We don’t want to guess at a diagnosis or hope a medication is safe for your pet. We want to know, based on a real medical history and a relationship that started long before the crisis.

That’s what allows us to say “yes” confidently when the stakes are highest.

We’re Here When It Matters Most—If We’ve Been There All Along

Our doctors make themselves available nights, weekends, and holidays to offer emergency guidance and support because we care deeply about the families we serve. In return, we ask that our clients honor that commitment by investing in year-round wellness care for their pets.

If your pet is due for an exam, vaccines, or follow-up testing, staying current isn’t just a box to check—it’s your ticket to having a familiar veterinary team on your side when something unexpected happens.

Need to schedule your pet’s annual visit or get back on track?
You can request an appointment online or call us at (563) 583-8387. We’re always happy to help.

Client FAQ: 24/7 Support & Active Patient Status

Are you a 24-hour emergency hospital?

No. PetMed of Key West is not a 24-hour emergency hospital and our building is not staffed overnight. We are a general practice veterinary clinic that provides 24/7 on-call support by a veterinarian for our active patients.

Who is eligible for 24/7 on-call emergency support?

Pets who are considered active patients at PetMed of Key West. In general, that means they have had a wellness exam within the last 16 months, are current on core vaccines administered by our team, and are following recommended monitoring or follow-up.

What counts as an “active” patient?

An active patient is a dog or cat that:

• Has been examined at PetMed within the last 16 months
• Is up to date on core vaccinations with us
• Has completed any routine bloodwork or monitoring recommended by our veterinarians

If you’re unsure whether your pet is active, our staff can look this up and advise you.

What happens if my pet is not an active patient and has an emergency?

If your pet is not an active patient, our after-hours call service will still answer and help direct you to the nearest appropriate 24-hour emergency veterinary hospital or other trusted emergency resource. We will not leave you without options, but we may not be able to directly provide care.

How do I make sure my pet keeps access to after-hours support?

The best way is to stay current on:

• Annual or semi-annual wellness exams
• Recommended vaccines
• Follow-up lab work and monitoring

If you’re unsure whether your pet is due, you can call us at (563) 583-8387, and we’ll help you get scheduled.