Guide Dog Puppy Veterinary Care

1. Call your local veterinarian and proceed directly to the veterinary clinic. GDB authorizes puppy raising volunteers to get stabilizing treatment for a puppy prior to contacting the VFA team.
2. As soon as the condition has been stabilized, have either yourself or the attending veterinarian contact the VFA team for approval of further care.
3. Notify your GDB support team (leader/puppy raising field manager).
4. If the emergency occurs after-hours, the veterinarian may proceed with urgent or emergency care without VFA pre-authorization up to $3,000. Contact the VFA team the next business day to give an update and receive an authorization code for the reimbursement form.
5. Call (800) 295-4050 to speak with an after-hours representative if GDB veterinary collaboration with the local clinic is needed, for payment assistance, or if the cost of care is anticipated to be greater than $3,000.
6. Once the puppy is released to come home, request that the puppy’s medical records be sent to the VFA team ([email protected]) and follow the Instructions for Submitting Veterinary Invoices for Reimbursement if you covered the invoice.

Veterinary Preauthorization Requests: Monday-Friday 8:00am to 5:00pm (no pre-authorization is needed for non-emergency medical appointments where cost of care is under $200)

• Phone: 800.295.4050; press 2 for Support Center, then press 2 again for the Veterinary Financial Assistance (VFA) team.
• Fax: 877.556.8401; use to submit medical records and estimates (when requested).
• Email: [email protected]; use to submit medical records and estimates for the VFA team’s review or authorizations (when requested).

Veterinary Preauthorization Requests: Saturday, Sunday, Holidays 8:00am to 5:00pm

• Phone: 800.295.4050 ext. 4081
• You can also call Veterinary Clinic directly at 415.499.4081; leave a message if no one answers.

Overnight Emergencies: 5:00pm to 8:00am

• Phone: 800.295.4050 and press 1; listen to the choices and select the best one for the situation.
• Use this method for emergencies when GDB staff veterinary advice is needed or when the expected cost exceeds $3,000.

Download and save this information somewhere safe using the handout in Additional Veterinary Resources (below).

Need to schedule routine preventative care (vaccines, heartworm test, flea/tick/heartworm medication refill)?

• Schedule an appointment at your local vet.
• At your appointment: 
  • If the puppy is healthy and only received vaccines, a heartworm test, and/or flea/tick/heartworm medication prescription refill, no pre-authorization code is needed.
  • If any medical issues are found or other care is recommended, see section “Have a Health Concern?” (below) for authorization of treatment.
  • Be sure to decline any vaccines or other optional goods and services that are not part of the vaccine schedule. GDB does not reimburse grooming (including nail trims), food and supplements not pre-approved by GDB, additional vaccinations, pill pockets, or city/county/rabies tag fees.
• See section After Your Appointment (below) for guidelines on reimbursement and submitting paperwork.

Have you been asked to schedule a planned procedure (like a spay/neuter)?
Only schedule procedures requested and/or approved by GDB. Check your procedure request communication for pre-authorized expense limits.

• Get a quote for the procedure from your local vet.
  • If the total anticipated cost is below the pre-authorized limit, make the appointment at your earliest convenience. 
  • If the total anticipated cost is above the pre-authorized limit, email the estimate to the VFA team ([email protected]) for approval prior to booking the procedure. 
• See After Your Appointment (below) for guidelines on reimbursement and submitting paperwork.

Have a Health Concern?
Review Common Reasons to Visit the Vet and contact your GDB support team. Let them know of the issue and if the puppy has had this concern before, as repeat issues may require different treatment. Your support person may consult the VFA team to provide initial guidance and let you know if you need to take the puppy to the veterinarian.

If you do need to visit your local veterinarian, here are the guidelines for getting authorization for care: 

• For appointments during normal business hours
  • Call the VFA team for a pre-authorization code if the cost of the appointment is expected to exceed $200 or you need advice on care from GDB's VFA team. There is no need to call the VFA team for an authorization code if the cost of the appointment is under $200 and advice on care is not needed. 
  • Call the VFA team if the total bill is over $200 - OR - if multiple treatment options are presented by your local vet and the VFA team is needed to help choose appropriate care.
• For appointments after hours 
  
  • The local vet may provide care up to $3,000 without pre-authorization. Contact the VFA team the next business day to give an update and receive an authorization code.
  • Call 800.295.4050 to speak with an after-hours representative if GDB veterinary collaboration with the local clinic is needed, for payment assistance, or if the cost of care is anticipated to be greater than $3,000.
• See section After Your Appointment (below) for guidelines on reimbursement and submitting paperwork.

We hope the puppy feels better quickly! Keep in close contact with your local vet and your GDB support team until they do. If your local vet recommends a follow up appointment, please schedule it, even if the puppy seems to be feeling better! We strongly encourage rechecks with the local veterinarian to ensure the problem is fully resolved.

Any time the puppy visits the vet more than once for the same issue, if the issue isn’t resolved, or if the local vet recommends referral to a specialist, let your GDB support team know and have the puppy’s comprehensive medical records sent to the VFA team ([email protected]) for veterinary review.

Payment and Reimbursement

• Ask your local vet if they will bill GDB or if you will pay and request reimbursement.
• If they ask you to pay at the time of service, pay the invoice and follow the Instructions for Submitting Veterinary Invoices for Reimbursement, including your pre-authorization code(s) where applicable.
• If your local vet prefers to invoice GDB directly, the instructions are in the same document linked above. Just be sure you and your local vet have a clear understanding of who is submitting the invoice so we don’t have any missed or duplicate requests.

Have questions about the reimbursement process? Reach out to our Veterinary Accounting team at [email protected] and we would be happy to help!

Updating GDB’s Records

1. Send any legal documentation (such as the puppy’s Rabies and Alter Certificate signed by the veterinarian) to [email protected] in PDF format. If preferred, mail physical copies to:
   
   Guide Dogs for the Blind
   Attn: Veterinary Clinic
   P.O. Box 151200
   San Rafael, California 94915-1200
   
   
2. Send a copy of your puppy’s completed vaccine info sheet and vaccine records to [email protected] after they complete their 20-week vaccines and an updated copy after their annual boosters.
   
   
3. If you have already sent in your itemized invoice when requesting reimbursement, no further action is needed. If you are not requesting reimbursement, please send a copy of the itemized invoice to [email protected] for the puppy’s health record to be updated. Include a note that cost of care has been donated (thank you!). If preferred, mail physical copies to:
   
   Guide Dogs for the Blind
   Attn: Accounting Department
   P.O. Box 151200
   San Rafael, California 94915-1200
   

• GDB campus vet clinics primarily care for active training, breeder, and client dogs. Availability and protocols for GDB puppies to make appointments can change. Ask your GDB support team for status updates if you would like to book an appointment at a GDB vet clinic or need a recommendation for a local vet clinic.
• Until one week after their 16-week vaccines, puppies should be carried from the car to the veterinary clinic or transported in their kennel on a cart provided by the clinic.
• If it has been more than one week since their 16-week vaccines, puppies may be walked into the clinic for appointments. Please do not take the puppy to visit other areas on GDB campuses until one day after their 20-week vaccines. Exceptions to this policy must be approved by GDB Veterinary staff.