We stay up all night to look after your pet when they need us. It is vital to our practice and our professional development that we do this to the highest possible standard. If you are ever dissatisfied by your experience at Animal Emergency Service we want to hear from you. No matter how hard we try to ensure every visit goes smoothly for our patients and their owners, there is always the possibility for something to go wrong. Any issues (even small ones) are important to us. Our senior team review any client concerns regarding their experience at AES, and take steps to ensure that a problem can only happen once. If you have any concerns about your pet’s treatment in hospital please raise this with your treating veterinarian. Please feel free to ask to speak with a consultant veterinarian should you have further questions.
by Dr Rob Webster (Director)
No appointment is necessary if your pet becomes ill out of hours. When you arrive you will be met by our experienced, friendly receptionist who will assess your pet’s status. If your pet is critically ill he or she will be taken immediately to the treatment room and stabilised. If your pet is stable on arrival, you will be asked to complete a form with your details before being taken to a consultation room to await the vet on duty.
The veterinarian will perform a thorough physical examination and recommend either outpatient treatment to be followed up with your local veterinarian, or hospitalisation with the appropriate treatment and diagnostic tests. The veterinarian will discuss all this with you. Please ask any questions about the pet’s condition and treatment as it is very important to us that you feel comfortable with our proposed treatment.
Should your pet require hospitalisation he or she will receive round the clock monitoring and treatment. Our dedicated team together with our medical equipment and facilities provide the best possible care for your pet.
While your pet is in hospital we welcome you to phone for an update on how your pet is progressing. We will always contact you if there is any change to the treatment necessary for your pet or any change in their condition.
The Animal Emergency Service welcomes visitation anytime day or night. A courtesy phone call is appreciated.
All hospitalised patients need to be picked up by 10.00am Monday or 8.00am Tuesday to Friday unless it is a public holiday. If your pet requires ongoing hospitalisation we will discuss this with you so treatment can be continued by your own veterinarian. If you don’t have a local vet we can make recommendations. A report on your pet’s treatment is given to you and a copy forwarded to your vet.
Payment is required in full on discharge and can be made by cash, all credit cards or EFTPOS. We do not accept cheques. You will appreciate our service receives no government funding.
If your pet has insurance please bring details so we can provide the necessary information for you to lodge your claim with your insurer.