Thank you for calling Macungie Animal Hospital…

In early November, MAH updated its phone service allowing for more lines coming into the hospital.  In an effort to serve our clients more efficiently withoutextended “on-hold” times, we have devised the following system.

During normal operating hours our friendly reception team will still answer your calls.  The reception staff will now just answer basic appointment questions, record requests, and hospital information questions.   For calls to the pharmacy, a doctor’s team, speciality diets, or the Practice Manager, they will direct your call into the appropriate mailbox.

  • MEDICAL TEAMS:  Each Doctor on our staff is assigned a full-time technician as a partner who will retrieve messages hourly.  Our highly trained technicians can answer a lot of your questions, but if you have a specific question for the Veterinarian they will discuss your call with the Veterinarian.    
    • 107 – Dr. Soares’ Team 
    • 117 – Dr. Hernandez’s Team 
    • 124 – Dr. Keehner’s Team
  • 114 – PHARMACY REFILS
    •  If you are in need of a medicine refill, the pharmacy box is checked multiple times per day.  However, a good rule of thumb: for requests received before Noon we should have them available after 5PM.  If you call after Noon we will have them available for you the next morning.  We will always call the contact number you leave us to let you know your prescription is ready – or – if there are questions from the doctor.  Please remember – all refills & prescribed medication requests need doctor approval.  Would you like it delivered?  Please, let us know in your message and we will call you back for payment & delivery information.
  • 100 – PET FOOD REFILLS
    • If you are in need of a food refill, the special diets box is checked multiple times per day.  However, a good rule of thumb: for requests received before Noon we should have them available after 5PM.  If you call after Noon we will have them available for you the next morning.  We will always call the contact number you leave us to let you know your pet’s food is ready – or – if there are questions.  Please remember – we now place our food order on THURSDAY with our distributor.  Please call us when you are about 1/2 way through your current bag or case – we’ll get it ordered & it’ll be waiting for pick-up.  Would you like it delivered?  Please let us know in your message and we will call you back for payment & delivery information.
  • 101 – RECEPTIONIST
    • In the event the receptionist is assisting a client at the front desk or is on another line, you may receive voicemail during normal business hours.  Please dial the receptionist box if you need to make or change an appointment.  The light on her phone lights up within 9 seconds of your hanging up.  We will get back to you promptly.  Or, you can self direct into the appropriate mailbox & skip the front desk.
  • 3 - CRITICAL EMERGENCY
    • In the unfortunate event you are having a serious emergency with your pet during normal business hours pressing 3 will take you to the EMERGENCY line.  This line will always reach a technician ready to help you.  PLEASE NOTE:  THIS LINE IS FOR EMERGENCIES ONLY…they can not help you with an appointment, refill, food, or other non-emergency medical questions.  This phone line also doesn’t allow for transferring so if you dial in for a non-emergency call they will have to ask you to hang up & call back.
  • 104 – Practice Manager, Tara Houser
    • If you have a compliment for our staff, a billing question, or a concern feel free to call Tara.  She will return your call within one business day.

We understand that this may feel a little “corporate” or “impersonal” to some of our clients at first, but our goal is to reduce waiting times on-hold, get your doctor calls returned faster, and make your in-hospital wait times shorter as well by keeping the front-desk staff focused on the customer at the desk.  We thank you for your continued patronage and look forward to caring for your furry family members in the coming years.