Frequently Asked Questions
APPOINTMENTS & SCHEDULING
What are the hospital hours?
We are open from Monday to Friday from 7:30am to 8pm and on weekends and public holidays from 9:00am to 6pm. The only days we are ever closed are Christmas day and New Year’s day.
Do I have to make an appointment?
We have a walk-in policy so appointments are not necessary however you are welcome to call to check how busy we are.
Appointment Cancellation/Failure Policy
To assist other owners who are waiting for appointments with their pets, we would appreciate you calling us on 1300 MAT VET if unable to make your scheduled appointment time for surgery, grooming or bathing.
What time can I pick my pet up following a surgery procedure or dental?
This depends on the complexity or length of the surgery procedure or dental, the time required by the patient to recover, the nature of the illness if found and the scheduling on the day. Desexing, dentals and many surgical procedures are day-surgeries and the patient may go home in the afternoon or evening. More complex surgeries may require a day or more of recovery time in hospital with further monitoring, tests or IV fluids. One of our vets will call when the surgery is done to discuss the procedure and give you an approximate pick up time. There is no additional charge if you would prefer for your animal to remain in hospital overnight after surgery and go home the following day.
What happens if my pet becomes unwell when your hospital is closed?
We have a number of specialist/emergency 24 hour veterinary hospitals in the area that will be able to see your pet if we are closed. A report of your patient’s care will then be emailed to us so we are aware and can continue treatment as required. Details are listed below:
- Sydney Veterinary Emergency and Specialists 9197 3800 675 Botany Rd, Rosebery
- Sydney University Veterinary Teaching Hospital 9351 3437 65 Parramatta Rd, Camperdown
- North Shore Veterinary Hospital 9436 1213 63 Herbert St, Artarmon
- Small Animal Specialist Hospital 9889 0289 1 Richardson Pl, North Ryde
At what age can I have my pet desexed?
Desexing is ideally done between 5 and 6 months of age. Your pet is given an examination prior to surgery to help confirm that he/she is healthy enough to undergo the surgical procedure. Pre-anaesthetic blood screening is recommended for any patient prior to undergoing anaesthesia and surgery.
What is the pre-anaesthetic blood screening?
This is a blood test that is run here in the clinic prior to surgery. It tests the organ functions of your pet. The pre-anaesthetic blood screening is done to assure safety during surgery and anaesthesia, detect underlying disease that may not be evident on physical examination and to select appropriate medications.
How long do the sutures stay in after my pet’s surgery?
Procedures involving sutures require them to be removed in 10 – 14 days following the surgery. During this time animals should be restricted with exercise and not be bathed. We will give specific advice depending on the surgical procedure performed.
Do you board pets?
We offer general boarding and kennelling services for cats and dogs involving feeding, medicating where required, exercising, socialisation and supervision.
Do you groom pets?
We have a very experienced groomer who is able to perform a range of clipping styles on dogs including short clips, scissor trims, breed specific styles and extensive brushing of coats. All clips include washing and brushing of the coat and additional services such as nail clipping, anal gland expression and ear cleaning will be done for no extra charge.
Our nurses are able to clip and bathe cats. All cats require sedation for clipping.
Do you offer dog training?
We are lucky enough to be able to access the services of Therese Cubitt of Training the Family Dog, an experienced and qualified dog trainer who also runs our puppy school. We can refer you to Therese if you require ongoing dog training following puppy school or one on one classes for more specific training needs.
Can you assist with paperwork for interstate and international travel of pets?
We are very experienced with dealing with export requirements for animals travelling overseas. We are able to perform health checks, specific export related blood tests, vaccinations and treatments. Please contact us if you are considering moving your animal overseas and our staff can discuss the requirements for the country they are travelling to.
PAYMENT AND ACCOUNTS
What methods of payment do you take?
Cash, Eftpos, MasterCard, Visa and American Express.
Do you provide accounts?
Unfortunately we can not offer accounts.
Why do you give estimates and not quotes?
In a consultation your veterinarian may provide a price range for a treatment plan. This is especially the case where an immediate diagnosis cannot be determined and investigation or testing is required. Charges are incurred based on the care received and the treatment undertaken, not based on the condition. If, during the course of treatment, further action or medication is required, or your pet needs to stay in the hospital for a longer period, there may be additional costs in addition to the original estimate. The treating veterinarian will keep you updated with these additional costs.
CARE & TREATMENT
Why can’t a veterinarian or nurse diagnose or prescribe medication based on a phone conversation?
In the same manner for a human doctor, we cannot prescribe in that manner because it is unethical and illegal. It is impossible for the veterinarian to come up with an accurate diagnosis and plan of treatment without physically examining a patient. A veterinarian can’t make a diagnosis based on symptoms only as observed by an owner. The outward signs may be an indication of any number of internal causes with a wide variety of clinical treatments. A complete physical examination and possibly other diagnostic tests are required to determine the cause of the symptoms and best course of treatment. Also, some drugs are prescription medicines and it is illegal to dispense such items without a physical consultation.
Why may I be informed that I have to bring my pet in before receiving a prescription renewal?
For the same reason a human doctor requires this. Our veterinarians have an ethical and legal requirement to ensure that the medication prescribed is continuing to be of benefit to your pet, is being prescribed at the appropriate dosage and any side effects are considered. Without physically examining a patient, it is impossible for the veterinarian to maintain a correct diagnosis and plan of treatment.
What is the maximum length of medication that can be prescribed?
This depends on the medication and the condition it is treating. As a general rule, our veterinarians cannot prescribe more than 6 months of medication without a physical examination. Some medications and/or conditions require more or less frequent checks than others between prescriptions. Your veterinarian will discuss this as part of their treatment plan.
Do you up-sell?
We will always give you the most appropriate care options for optimal health but we will never recommend unnecessary treatment or promote products. The healthcare of your pet is your decision and will be respected.
I have pet insurance. Can I claim at time of treatment?
Unfortunately, insurance companies have yet to put a system in place like HICAPS for human health insurance, which allows immediate claims with your insurer. We hope they set something like this up in the future. Until this happens the insurance companies require you to pay your veterinary health care provider and then claim from your insurer, just like the old days with human health insurance.
What does pet insurance cover?
This is entirely dependent on the insurance company and cover you select. Some policies will cover all treatment including preventative services such as vaccination and desexing while others cover only accident or injury expenses. Conditions that are already present when you take out the insurance policy are not likely to be covered. Some conditions that are common in specific breeds may not be covered.
Will you help me with my pet insurance claim?
We cannot submit a claim directly on your behalf but we will certainly assist with your claim where required by your insurance company. This usually involves your veterinarian completing a claim form your insurer will ask you to give to us and sending your insurer a patient history.