Frequently Asked Questions
- What if I cannot afford my vet bill? Do you do payment plans?
We understand bills are often unexpected. To enable clients with a more flexible payment plan for veterinary services, we offer VetPay. Vet Pay 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 provide emergency afterhours care 24/7, 365 days a year. Our experienced team is available for after-hours consultation for emergency care. Call us and you will 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. However, we may not always have a particular Veterinarian available on a specific day. Call our team on 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 if your pet needs to stay in hospital for a longer period, which will exceed the initial estimate, the team will inform you of this prior so that there is complete transparency.
We can ensure you that we will always keep you updated on your pet’s treatment plan.
- Why is the cost of Desexing expensive and different from other practices?
Desexing procedures are completed under a full general anaesthetic which means that is quite an extensive surgery. We take all surgeries very seriously and it is our duty to make sure your pet receives the very best of care during their stay.
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 for monitoring your pet safe during their surgery. Additionally, your pet will be monitored by trained nurses throughout their procedure.
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 abnormalities such as liver or kidney disfunction. Which is why at the time of admission we may discuss extra services pertaining to checking the health and wellbeing of your pet prior to an anaesthetic.
We can perform a pre-anaesthetic blood test to discover underlying health issues that may raise the risks associated with anaesthesia.
Additionally, another service we can offer for surgical candidates is fluid therapy, or intravenous drip, which can be administered to a pet to help the body flush out the anaesthetic and aid in a smoother recovery.
We also offer free rechecks post-operatively for peace of mind for owners and their pets to make sure your pet has made a full recovery. Your pet's health is our priority.
- Can I use Pet Insurance for the treatment?
Of course, you can! We encourage having your pet insured!
The 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 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.
Without a physical health check of your pet, it is impossible for the veterinarian to gauge your pet’s current health status and confirm that current treatment plan is relevant to the diagnosis.
Hence, the importance of regular rechecks to monitor your pet’s health condition.
- My pet does not like to visit the vet. What do I do?
If your pet becomes anxious or gets car sick, please contact our veterinary team to discuss options for a tailored plan to minimise stress and discomfort for their next visit.
Alternatively, in some situations we can offer house visits to have your pet seen in their own home. This is dependent on the treatment required and in some situations we must see a pet in the hospital setting to provide all the necessary treatment and care.
- My pet is always inside the house. Is it still necessary to microchip my pet?
It is legal requirement 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.
Microchipping has resulted in many lost pets being reunited with their families, a great outcome for you and your pet. Unfortunately, there have been many pet’s that had to go to the pound since they had no microchip and thus no way to contact their rightful owners.
- Do you provide house visit for people living outside of town or on farm?
Yes, we do. Every Thursday afternoon we visit Ganmain and Coolamon. It’s the same cost as coming to the practice for a consultation. 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 area near our other clinics.