Policies

Appointments Policy

Our hospitals operate on appointments.

We make every effort to keep to time and are committed to ensuring the correct amount of time is booked for all procedures. Our patient scheduling system is flexible and accommodates patients with urgent and non-urgent needs, as well as planned surgeries.

We provide enough time for adequate communication between clients and their veterinarians to facilitate appropriate care, effective record keeping and patient satisfaction.

Our hospitals accommodate patients with urgent medical matters even when fully booked. It is important to call and advise of your pending arrival in emergency situations. Staff members are trained with the skills and knowledge to assist in determining the most appropriate length and timing of consultations and to recognise and act accordingly for patients with urgent medical matters.

Patient Arrival Policy

For your protection and the protection of others, all dogs are required to be on a leash and under control while in the waiting area or consultation rooms. Cats must be presented in an appropriate cat carrier.

When dropping off patients for surgeries or hospitalisation you will be advised of your admission time. It is imperative these times are adhered to. The vet nurse will examine the patient and request written consent for the procedures/treatment being undertaken. Clients are kept informed of the patient’s progress and a discharge time will be allocated for pick up.

Payment Policy

Payment for all services is required at the time of service.

Patients being admitted to hospital for more than one day are given an estimate of the costs, and are required to pay 50% of the estimate at admission. During the hospitalisation, any increases to estimates will be advised, and the balance is due on discharge. Animals will not be discharged until payment has been made in full.

We accept payment in cash, Bank Cheque, Eftpos, Visa or Mastercard.

Privacy Policy

Our hospitals abide by The Privacy Amendment (Enhancing Privacy Protection) Act 2012. This ensures the personal information collected is used for the primary purpose of providing veterinary healthcare services.

Our hospitals are committed to keeping personal information secure. We take all reasonable precautions to protect the personal information we hold from misuse and loss, and from unauthorised access, modification and disclosure. Under no circumstances are employees of these hospitals permitted to discuss or in any way reveal patient conditions or documentation to unauthorised staff, colleagues, other patients, family or friends, whether at the hospital or outside it, such as in the home or at social occasions.

Personal information is managed openly and with transparency. Where an individual feels there has been a breach in privacy, complaints can be directed to the owner or manager, or if they feel the complaint has not been dealt with to their satisfaction they should directly contact to the Office of the Australian Information Commissioner (OAIC).