Our Phone System

The OPVMC Phone System

While we certainly understand that automated phone systems can be confusing and irritating, we have tried to devise a system which is easier to navigate by limiting the choices. While all calls and all of our clients are important to us, we will make every attempt to answer emergency calls as our top priority. We feel that is keeping in line with our practice mission statement of advocating for the patient. When pets experience a medical crisis or emergency situation, as with anyone, they are not planned events. We offer an emergency doctor and technical staff 24 x 7 dedicated to these scenarios.

We make every effort to answer every call but due to the high volume of calls you may end up being asked to leave a message. We ask that you please leave the information requested on the voice mail so we can retrieve the information and return your call in a timely manner.

With the assistance of the auto attendant and voicemail system we have found we can serve more of our clients on a daily basis than previously. We are aware some clients are confused by the system, however it has made it possible to address your needs more efficiently.

Should you have an emergency with your pet please DO NOT leave a message. Call back and press option 1 for emergencies.

The following is the auto attendant greeting that you will hear when you call our hospital:

Our main phone number will remain the same 716.662.6660.

If you experience difficulty reaching us please be advised that for pets in distress or in need of emergency care, we advise that you bring them in to be seen by our medical staff without need for prior phone contact.

Our auto-attendant greeting will also change after the transition on April 19th as follows:

Press 1 – for callers with an emergency or to talk to a client service representative.
Press 2 - for veterinarians advising us of a patient being referred
Press 3 - to make an appointment
Press 4 - to speak to a technician or receive an update on a hospitalized patient
Press 5 - NEW!! To access our staff directory extension numbers to speak to (if available) and/or leave a message for one of our veterinarians or specific staff member
Press 6 - to refill medications (please kindly give us 24 hrs notice)

**Please be advised that messages left for doctors may not be returned for a number of hours as the doctor you are trying to reach may be scheduled for surgery that day, may be seeing appointments, or may be working emergencies. Any information you feel that may be time sensitive or in the event your call has to do with a possible emergency situation, please so not leave a message but rather return to the main menu and press option 1 to speak with technician or other staff member to address this concern. For matters that are not of an immediate nature, please leave a voice mail and the doctor will return your call as time permits.

In order to streamline how our referring veterinarians communicate a request for a referral appointment with one of our specialists or to be seen as an emergency referral, we are requesting you use one of the following options for your appointment requests after April 19, 2011:

1. Referring veterinarian’s direct phone line 716.844.6929 (NEW!) ***Referring Veterinarians PLEASE NOTE: This number is different than the one on the letter that you received from us. Unfortunately the phone company provider provisioned us with a number that was already in use. Therefore disregard that number and use 716.844.6929

2. Fax # 800.284.0306

3. Submit website referral at www.OPVMC.com utilizing our referral form

4. E-mail a request to: contact@opvmc.net

Please fax associated medical records to the 800.284.0306 number.

***The fax number 662.5572 you may have used previously will no longer be in service after April 19, 2011 ***

We anticipate this change will significantly improve our telephone service for everyone. We thank you for your patience during the transition and with previous telecommunication difficulties! If you have any questions or concerns, please do not hesitate to call Sheila Barr, LVT: Hospital Administrator, who will be happy to assist you.