We firstly want to express our appreciation to our loyal clients who have been a pleasure to work with and respectful to our staff.

This letter is to notify you of our newly enforced Zero Tolerance Policy: It has come to our attention that our medical and support staff are not being treated with the respect and kindness they deserve, and in fact, have been pushed to tears in several instances. It is disheartening that we have been forced to tolerate this unfair treatment in person, over the phone, and online. Our limited staff works tirelessly to be accommodating and provide the absolute best care that we can for your pets. Any form of abuse to our team is not only distasteful, it is unacceptable. If any of our staff members experience this treatment, clients will no longer be able to receive care for their pets at our facility.

Unfortunately, at this time, due to our overwhelming volume of patients, we are fully at capacity. Therefore, we are not accepting new clients and are unable to take referrals – this includes family members, friends and associates of current clients. We would love to care for every pet in Rochester, but we are only realistically able to provide first-rate care for our existing clients and their pets. If you are an existing client, we are still able to take on any new pets that you welcome into your home, so long as you will always be the pet’s primary owner. Please note that we are typically booked out for 1-2 months for new patient exams.

Our medical team is aware of the current city-wide shortage of veterinarians and emergency/urgent services. With our present staff, we are unable to integrate emergency hours into our hours of operation. However, we are able to provide a list of emergency/urgent care facilities in the area.

Thank you to the clients who have continued to show us grace, compassion and understanding. We appreciate your support and kindness more than you know. We will continue to ensure your beloved pets are exceptionally cared for.

Warmest Regards, Brighton Animal Hospital Doctors and Staff