Frequently Asked Questions

Appointments

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  • Do I need to make an appointment?

    Yes, unless it is emergency situation.

    For all services, please contact us first and we advise you of the best option for your pet.

  • Do I need to call before bringing an emergency patient into the centre?

    Yes, but we understand it is not always possible.

    We prefer you to phone us, so we can provide first aid advice and explain what may happen during your journey. Staff can also prepare equipment and services to ensure your animal is able to obtain prompt emergency care when it arrives.

  • Can I see the same veterinarian?

    We understand there is a bond between you, your pet and your favourite vet. Our aim is for you to see the same vet to ensure this bond continues. Sometimes seeing your favourite vet may not be possible due to surgical or roster commitments. We store electronic clinical records which ensure patient history can be accessed by any of our clinical staff.

    If you would like to see a specific vet, please ensure you let us know when booking your appointment.

  • Will students be involved?

    Yes, final year veterinary students will be involved in all cases as this is how they learn and gain experience. The students move through clinical rotations in all four centres and work with staff to ensure the best outcome for your pets. They are under supervision of specialists and veterinarians at all times.  

    When visiting us with your animal, consultations may be slightly longer than an appointment at a normal vet clinic. This can be beneficial for your pet as they will receive a more thorough examination and case discussion. Recommendations are detailed and communicated to you by both students and veterinarians.

    If you have any questions about student learning, please ask.

  • How often should I get my pet wellness checked?

    At least once per year.

    All animals requiring annual vaccinations will be wellness checked by your veterinarian. For any animal, a wellness check can be invaluable in identifying any obvious or underlying health issues.

    An annual blood test to check for internal organ health and well-being is encouraged. Species age differently and there are many health issues that can be identified by doing an annual blood profile.

    If your pet is showing early signs or symptoms don’t hesitate to make an appointment. Early intervention often has a better outcome.

  • How do I get a referral to a specialist?

    Specialist appointments are managed similar to how your family doctor would refer you to a specialist. A referral is in the form of a letter from your vet which may include medical notes, pathology results and images. If you see one our veterinarians in a general check up on your pet’s health, they may also refer you to a specialist.

    Once our specialist accepts the referral, we’ll help you book an appointment. The first consultation is general longer than subsequent meetings. This is so the specialist can examine your pet thoroughly and provide advice around the possible treatments or solutions available. After the specialist appointment, your pet may be admitted to hospital or asked to come back for a procedure on another day.

    Once your animal no longer requires the services of a specialist we encourage you to return to your local general practitioner.

  • Can I visit my pet in hospital?

    Yes. You will be able to visit your pet in hospital unless there is a risk that the visit may cause undue stress. Contact us to discuss or arrange a visit.

  • Why can't I have medication without an appointment?

    We need to examine your pet at least every six months to continue supplying their medications. More complicated conditions may require more frequently re-examination to ensure your pet’s medical needs have not changed. Medications can only be prescribed by a registered veterinarian.

Payment

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  • What payment methods do you accept?

    For payment of services that we offer, cash or credit card are accepted at the time of service or as your pet is discharged.
    An alternative to these options is VetPay, a payment plan specifically designed to help you pay for veterinary expenses without the worry of upfront costs.

    The best possible way of providing treatment for your pet without worrying about finances is to have pet insurance.

    Do you offer accounts?

    Unfortunately, we do not offer accounts as we operate as a commercial business and rely on payment for service to maintain a high standard of care and equipment.

  • Should I get pet insurance?

    Pet insurance is definitely worthwhile, especially if you start a policy when you purchase a new dog or cat. Insurance differs for each provider, so we encourage you to read the policies carefully to find one that fits with your circumstance. It is important to note that some pet insurers exclude some medical conditions or surgical procedures in certain breeds of animal.

Equine FAQs

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  • What happens if my horse is admitted for treatment or hospitalised?

    After an examination, your veterinarian will discuss with you a clinical plan which may include hospitalisation.

    Horses are usually admitted to hospital for a clinical procedure or monitoring and observation.

    When admitting your horse to hospital:

    • You will be required to fill in a consent form which will detail what clinical procedures will be done, and an estimate of the costs involved.
    • You will be asked to pay a deposit for half of the primary treatment costs and possible part payments if there is an extended stay expected.
    • Your horse will be tagged with an identity tag designated to a stall in intensive care.
    • Clinical plans will be discussed and chartered for the next 12 -24 hours. During this time a veterinarian or nurse will contact you with updates.
    • If there are any changes in plans or clinical status, you will be contacted.
  • Can I visit my horse in hospital?

    At The Equine Health and Performance Centre, we understand that visiting your horse while in Hospital is important to you. We encourage you to visit during the following periods by appointment;

    • Weekdays, Weekends and Public Holidays between 10am to 11am or 5pm to 5:30pm

    Please see the below flyer for further information.

    Equine Hospital Patient Visits Flyer

     

  • How often will a vet contact me to discuss my horse's medical progress?

    Communication between owners and veterinary staff is of ultimate importance in order to keep you up to date with treatments plans, progress and costs. Unless agreed otherwise, expect us to contact you at least twice daily and at other times if necessary.

Production animal FAQs