Frequently Asked Questions

What if I cannot afford my vet bill? Do you offer payment plans?

We understand pet health problems are often unexpected and as such, so are the bills. To provide clients with a more flexible alternative we accept VetPay as a payment option. Similar to other payment plans, VetPay allows clients to pay in installments for veterinary services. VetPay requires you to apply online for credit approval prior to treatment starting. Approval usually takes less than 15 minutes. (Once approved, a deposit of 10-20% of the total invoice needs to be paid.)

To find out more information, visit https://vetpay.com.au/

What happens if my pet needs a vet outside of business hours?

We're here for emergency after-hours care 24/7, 365 days a year. If your pet suffers a medical emergency outside of our business hours, give us a call on (02) 69 623 142 to speak to our on-call staff. Please note there are after-hours surcharges.

Can I make an appointment with a specific vet?

We understand that, like seeing your regular GP, you may wish for your pet to see a regular Veterinarian. Depending on the vet’s availability and your pet’s medical situation our team will strive to accommodate you. Please be aware that due to the nature of medical rostering we may not always have a particular Veterinarian available on a specific day. For such requests and inquiries please call our team on (02) 69 623 142 for an appointment.

What methods of payment do you accept?

We accept Cash, Credit Card, Debit Card, EFTPOS, Cheque & Vet Pay.

Please note: We do not accept American Express.

Why do you give estimates and not quotes?

Once your pet has been assessed by a Veterinarian a diagnostic and/or treatment plan will be discussed with you, as well as the costs associated.

Your Veterinarian will tailor the treatment plan to your pet, as one illness doesn’t necessarily have the same diagnostic and treatment plan for every patient. We will be clear and upfront about what the initial costs will entail.

If there are any further tests, medications or extensions to your pet's hospital stay that exceed the initial estimate, the team will inform you as soon as possible for complete transparency.

Why is the cost of Desexing different from other practices?

Our care is extensive, detailed and extends from your initial booking to your pet's final (free) post-operative re-check. Desexing procedures are completed under a full general anaesthetic. Our Veterinarians tailor each anaesthestic protocol to the needs and health status of each individual patient, which also includes the medications your pet will need post-operatively. Our theatres are equipped with an array of quality anaesthetic monitoring devices to ensure your pet stays unaware and pain-free during their surgery. Our trained nurses will monitor your pet throughout their procedure and during recovery in our hospital, before being returned to your care.

All pets undergoing surgery are health-checked prior to an anaesthetic being administered. Despite a thorough examination we can’t observe if a pet has any internal underlying health issues, which is why we may recommend a pre-anaesthetic blood test to check for health concerns that may raise the risks associated with anaesthesia. Please note there is an additional surcharge for pets who are on heat or pregnant, as these conditions complicate the procedure and require more time & resources to complete.

Additionally, we offer optional fluid therapy (intravenous drip) for surgical candidates to help your pet's body flush out the anaesthetic and aid in a smoother recovery.

At the time of admission we will discuss your options for the above checks & treatments, the expected surgical & recovery plan, as well as any of your questions or concerns.

We offer free re-checks post-operatively for all procedures, both for your peace of mind and to ensure your pet is on-track for recovery.

 

Can I use my Pet Insurance to make a claim for my pet's treatment?

Of course, you can! We encourage having your pet insured!

Veterinary insurance companies require you to pay for your veterinary services and then claim your invoices. Once your account is paid with the veterinary provider you can send or upload your claim straight away. The insurance company will require documentation to support your claim. If you provide us with your insurance provider, claim number and the relevant paperwork, we can send the relevant documentation required for the claim.

Why do I have to bring my pet in before receiving a prescription renewal?

Just like us, your pet’s health circumstances may change.

Our Veterinarians have an ethical and legal requirement to ensure that the medication prescribed is continuing to be of benefit to your pet. Regular physical health checks are imperative for our Veterinarians to track your pet’s condition and confirm their ongoing medication plan is still effective.

As of 2023, we legally must see and assess your pet once a year to provide them with their ongoing prescription. Our personal recommendation is a six-monthly assessment for all prescriptions, or three-monthly for intensive conditions such as heart or seizure-related illnesses.

My pet doesn't like to visit the vet. What can I do?

The vet can be an exciting place for some pets and a total nightmare for others. Each pet experiences the world differently and some may be uncomfortable with or frightened by a visit to the hospital. Thankfully, we're experienced with all types of pets! If your pet is anxious, gets car sick, is frightened by or aggressive around other pets, or is easily stressed, please contact us on (02) 69 623 142 prior to your appointment to discuss our options or strategies to minimise discomfort at their next visit.

Alternatively, in some situations we can offer Veterinarian house visits to have your pet seen in their own home. This is dependent on our hospital's ability and the treatment required, as in some situations we must see a pet at our hospital to provide them with the necessary resources and care.

My pet is always inside the house. Is it still necessary to microchip my pet?

It is legal requirement in New South Wales for all cats and dogs to be microchipped by 12 weeks of age, or before being sold or given away. Failing to have a pet microchipped and registered will result in a fine if they are taken into custody of your local council pound.

In addition to the legal requirements, a pet's regular environment being confined to a home or yard does not mean they cannot become lost. A door or gate accidentally left open is a tempting call to adventure. Some occasions, such as fireworks displays or storms, are known to drive normally home-dwelling pets to flee for somewhere quiet to hide. Unfortunately, most lost pets without microchips are brought to the pound to be re-homed, as there is often no way to contact their rightful owners. It is our goal to reunite every lost pet brought to us with their loving families, and thus we strongly encourage all cat and dog owners to microchip their pets.

A microchip is your pet's ticket home. Collars and name tags can become lost, especially when pets wander out of bounds. If your pet gets lost, having a microchip with up-to-date contact details makes bringing them home to you easier.

To book a microchipping appointment and register your pet's details, call us on (02) 69 623 142. To check or update your pet's microchip registration details, visit www.petregistry.nsw.gov.au

Do you provide home visits for people living outside of town or on a farm?

Yes, we do. We are able to offer home visits dependent on our hospital's ability and the treatment required. We can also help with transport of your pet back to the practice if they need further treatments.

However, we are unable to provide house visits to areas near our other clinics.