COVID-19 PANDEMIC

It’s time to be a family. All of us.

If we can help you and your pets in any way, we will, and if we can’t, we will find someone to help. Pick up the phone and call us. We are not going anywhere. We are currently putting in measures in the next 48 hours that will ensure continuity of service for you and your pets. Below is an outline of our standard hygiene practices and further systems and processes we are implementing so that we can continue to care for your pets.

Vet HQ cares about the wellbeing of our staff, clients and pets. We naturally maintain very high standards of cleanliness and disinfection in our hospital and there is no room for complacency. We want to reassure you that we:

• Will maintain our high standards of hospital & hand-cleaning in line with gold-standard practices.
• Have upgraded to a policy of soap and water and alcohol based hand-sanitiser before and after every patient and client interaction.
• Are providing hand sanitiser at reception for our clients to use when you come to visit.
• Will be disinfecting the hospital on a regular basis.
• Have isolated our staff into four working groups including a back-up team that will not contact each other to ensure continuity of service.
• Have implemented a mandatory testing policy should anyone feel unwell with Covid 19 type signs.

Conversely, we would ask that you please consider the health and safety of our staff in your need to bring your pet to see us. Without our staff, there will not be anyone to see any pets and unfortunately for the veterinary industry, we can’t pack up our laptop and work from home for a few weeks. Therefore, we ask that:

If you are unwell or in self isolation and you need to visit us: 

• Please inform us that you are unwell and need to stay home, or that you are in self isolation.
• We can talk to you over the phone to discuss whether we think it is a matter of urgency that we see your pet.
• We will perform a video link consult – all you need is an internet connection and a smart phone. We will need photos emailed to us before medications are dispensed. Video consults will be the same cost as our normal consultations.
• If we think your pet needs to be seen, ask a family member or friend to bring your pet in on your behalf. Alternatively, we will be able to pick your pet up from home for you, but we will ask that your pet be left in an accessible location so that we do not need to come in contact with you.
• We will be continuing our house call service (and perhaps extending it). It is essential that you inform us if you have been overseas in the last 14 days or been in contact with anyone with Covid 19.
• If you need supplies, please phone us and we will bring supplies to your vehicle at the back of the clinic door.

 
Vet HQ Concierge Care Service

On Monday 30th March we launched our ‘contactless admission’ procedure.

Clients will be asked not to enter the Vet HQ buildings. Instead we ask that you call us when you are outside and one of our friendly team will come and collect your pet from the car or doors into the practice.

We will collect a history either at that time, or we will ring you once we have examined your pet. We will do everything we need to do and then return your pet to you outside.

Please be rest assured that through all of this your pets care and well being will be our highest priority. They will get everything they need plus plenty more cuddles and TLC.

If your pet requires hospitalization, we will discuss this with you either face to face (respecting the 1.5m distance rule) or over the phone and come out with a consent form. Payment will be made over the telephone or we will bring an eftpos terminal to you at the door. We prefer not to handle cash at this time. If you are picking up medications or food, the same will apply and we will bring them to the door and you can pay prior to collecting or on collection.

Chronic medications and foods

If you have pets on chronic medications or prescription foods, consider how much you have on hand and if you should have a few weeks spare. We believe at this stage through discussion, that our supply chain is ok, however this is often dependant on overseas supply which is starting to be impacted.  Please phone ahead to order medications and food and pay over the phone and we will deliver it to your car at the back of the clinic. At this stage we are not imposing any restrictions on quantities but please act responsibly.

We sincerely appreciate your understanding on the above. It is a surreal and somewhat weird situation that we all find ourselves in. It is time for all of us to be mindful of the risk we pose to others, not just the risk that others may pose to us.

Yours sincerely,

Geoffrey Golovsky