VETCALL COVID-19 OPERATING POLICY 26/03/2020

23 Mar 2020

As the COVID-019 situation evolves, we want to let you know about the steps we are taking to ensure the ongoing health and welfare of our clients, staff and patients during this time.

There is currently no evidence that animals play a role in the transmission of COVID-19 to humans, or vice versa.

Because we are a small tight knit team, if one of our team becomes infected or quarantined we will have to close our doors. We need your help and cooperation to reduce the risk of this happening.

Vetcall Animal Hospital is currently operational with COVID-19 Level 4 operating policy.

From 8.00am Thursday 26th March no clients will be able to access the building until further notice. On arrival at the clinic clients will need to phone us from their car on 03 389 6558 for further assistance.

Our services are limited to essential services to maintain animal welfare. We will see emergencies, sick patients, and provide non-emergency services only when an absence may lead to an animal welfare issue. 

Essential services vary from patient to patient. We will be using our best judgement and making decisions on a case by case basis.  If you are concerned about your pet we ask that you phone us to discuss your situation and we will advise how we can assist.  Where appropriate we will be using Telemedicine (digital or telephone consultations and advice), and may ask you to take photo's and or videos of your pet to assist with this process. 

Elective and routine work will be postponed.

Clients who are in quarantine, have respiratory symptoms, are unwell in anyway, and or have travelled overseas in the last month:

  • Do not come to the clinic for any reason. If your pet needs to be seen urgently, please call us on 03 389 6558 to discuss the situation and options available for your pet. 

All other clients:

  • Do not come to the clinic if you are unwell in any way.

  • All consultations must be booked in advance.
  • Before booking your pet an appointment our nurses will ask you some questions to help us establish your pet's COVID-19 virus exposure risk; e.g recency of travel, contact with known/potential infected person, pet from quarantined household etc.

  • Only one person to accompany the pet. Do not bring your children to the clinic.
  • On arrival at the clinic for your appointment please phone on 03-389 6558 to check in with our nurses. The vet will then phone you to discuss your concerns, take a history, and then collect your pet from your car. Dogs must be wearing a collar and lead, and cats must be in a secure carrier. Pets will be taken into the clinic for examination and then the vet will phone you to discuss their findings and treatment recommendations. We will then either return your pet to you, or admit your pet into the hospital depending on the problem.

  • To reduce consultation times please free to email us your pet’s history before your appointment.

  • Please maintain the current recommended social distance of 2 metres.
  • If you require medication, pet food or supplies please phone ahead on 03-389 6558 so we can get your order ready. When you arrive at the clinic to pick it up please give us a call and we will bring it out to your car.  If you would prefer, we can also arrange for orders to be couriered out to you for a small fee.

  • We encourage electronic payments to limit the handling of cash. We have a mobile eftpos terminal that will be handed to you out our reception window for payment.

  • Please be patient with our team. Visit times may be increased due to the precautions we are taking to keep our team, your pets and our community safe.  We will get to you as soon as possible. 

  • We have strict processes in place to ensure hygiene and safety at all times, and will be updating and reviewing these daily.

  • If you become symptomatic after recently attending the clinic please notify us as soon as possible. 

By working together, we will get through this.  Thank you for your understanding and cooperation during this difficult time.

The Team @ Vetcall Animal Hospital

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