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Welcome to A New Kind of Care: Veterinary Emergency Group
Welcome to A New Kind of Care: Veterinary Emergency Group
WRITTEN AND PHOTOS BY: JEANNE TAYLOR, Staff Writer
When I walked into Veterinary Emergency Group to begin formulating this article, my first sight at the entryway was a gurney telling me this hospital is prepared to respond instantly to whatever comes through their doors. I was immediately greeted by Hospital Manager Nick Dixon, who exudes the calming presence so critical in traumatic situations such as pet emergencies. My first thought was: this place is different … special.
Founded in 2014, Veterinary Emergency Group has grown over the last decade to 79 locations nationwide, ready to serve our beloved pets. The Mount Pleasant hospital has been assisting pets and their families since March 7, 2024, under the medical direction of Dr. Alexandra MacLean. Easily accessible, VEG’s facility is located at 2183 N. Highway 17 in Mount Pleasant, near the Six Mile Marketplace Shopping Center. Their red rocking chairs out front are a nod to their predecessor at that site, Cracker Barrel.
The large space is bright and exceptionally clean. State-of-the-art equipment is visible throughout the treatment and surgical area, and recovery and monitoring kennels are outfitted for comfort as evidenced by the soft bedding that awaits sick or injured pets. The LCD monitors throughout the space give the sense you have entered a human hospital, with large screens updating a patient’s status and next steps in care, making it easy for all staff to view, no matter where they are in the room.
As an open concept facility, owners are not only able but also encouraged to remain in the treatment area with their pets, keeping them more at ease and quashing the anxiety of the unknown often created by separation during an emergency visit. This concept even includes staying in the surgical area with your pet during a procedure (if you aren’t squeamish, that is). They believe transparency is key and in the best interest of the pet and their guardian. As a pet guardian, I firmly believe this too.
Mr. Dixon relayed they see an average of about 30 emergency patients daily on weekend shifts. Collectively, VEG locations have seen almost 662,000 animals over the last 12 months. Mr. Dixon further shared how VEG handles the initial communication between a client and the veterinarian. “When someone calls with an emergent medical question, they speak to a doctor right away. Subsequently, when someone enters the hospital, they will also connect with a doctor right away. By following these two guidelines, we’re able to provide the best 24/7 emergency pet care to the Charleston community.”
With the national veterinary shortage, other local veterinary hospitals have made difficult decisions to close on weekends from time to time due to staffing constraints. While understandable, of course, it often happens without notice and has, at times, left pet owners in a tailspin as emergencies are by definition unpredictable. Stepping in to meet this need, VEG staff are onsite 24/7 including holidays, and are all welltrained to assist you and your pet through their trauma or emergency situation. This isn’t limited to dogs and cats –staff are skilled in treating birds, reptiles, and small animals as well. While I was there, the only patient in the facility was a tiny baby bird, guesting in an incubator and waiting for a wildlife rehabber for transport. A review of their comprehensive website will reiterate what this open concept portrays: the client matters, and that means furry and human - and an in-person visit to their facility will further confirm it for you. Treatment rooms and waiting areas are nicely appointed and spacious. Even the seating is all convertible to cots for family members who may want to stay overnight with their ailing pet.
One of VEG’s local reviews reflects the importance of this offering.
“The set up in the hospital is really great. Everything is open and I (the pet parent) could see everything that was going on. All of his testing, examination and treatment [was] done right in front of me. My puppy never left my sight. When it was determined that he needed to be admitted overnight to be closely monitored, I was told I could stay with him for as long as I wanted. They even offered to set up a cot for me if I wanted to stay with him all night. They were extremely compassionate and helpful. They wanted me to be as comfortable as my puppy! overall, amazing experience...highly recommend this business!!!” Robin C.
Staff Culture
The veterinary field in general experiences a high burnout rate among staff. My sense of the culture at VEG, though, is one of camaraderie and support. Their “family room” displays a wall of positivity including special notes of recognition or encouragement by other staff members or clients. There are reminders for staff to take a breath or not take things personally when clients are terrified, and to just keep going. VEG is fully staffed and it’s clear that staff retention is important to them.
Mr. Dixon shared, “At VEG, we believe that our culture is what differentiates us from all other ER hospitals. ‘We are not normal’ and we strive to revolutionize the world of emergency veterinary medicine. It’s what makes us proud.”
Care and Compassion
When emergencies happen, pet parents shouldn’t have to think twice, yet the prospect of an expensive bill will give some pause and this can create a life threatening or even fatal delay in treatment. VEG accepts Care Credit and Scratch Pay as payment channels. They also partner with a nonprofit foundation that assists community members who may be unable to afford their pet’s emergency care. Funded through donations, fundraisers and community partners, the program supports local animals with care and lifesaving treatment.
If the need arises, know they are there for you 24/7, ready to aid and comfort you and your pet and guide you through what they understand is a challenging time for both of you. ■
