Thank you for booking your appointment with us, we are looking forward to seeing you.
Our consultation structure is outlined below:
1. A standard consultation is up to a maximum of 20 minutes for a single non-complicated concern.
2. A long consultation is up to a maximum of 30 minutes for a complicated concern or two simple concerns.
3. An extra long consultation is up to maximum of 40 minutes for more than two concerns or very complicated concerns.
4. A revisit appointment is up to a maximum of 10 minutes and relates to your veterinarian specifically recommending a revisit for a concern they have seen you for within the last two weeks. Beyond two weeks from your initial visit, or for revisits not having been recommended by one of our vets, this will attract a normal standard consultation booking/charge.
To ensure your veterinarian can give you and your pet the very best service possible that we pride ourselves in, please list all concerns when booking your appointment and consider which of the above three appointment types will best cover your and your pets needs. Our nurses can help you with this at the time off booking.
If your vet is unable to cover your concerns in the allotted time booked, they will need to charge extra for the extra time taken. We will generally need to re-book a new consultation time at full charge to address concerns not mentioned at your initial booking.
For appointment cancellations, 4hrs notice is required or charges may apply.
We recommend always aiming to arrive early to your appointment but also understand that sometimes things don’t always go to plan. Here’s what to expect if you are running late:
- We appreciate it when you call ahead to let us know what your time of arrival will be. When you do this, we can let you know if it’s still worth while continuing on your way to see us, or if we need to re-book your appointment.
- We may need to rebook and a cancellation fee will apply. Our veterinarians have 20-minute consultations back-to-back and they will not be able to see you as this would cause the rest of their consultations for the rest of the day to also run late. This leaves us with many frustrated clients and a vet under significant pressure.
- If you are only 2-3 minutes late, or potentially a maximum of 5, we can still likely see you, but please understand (using a standard consultation as an example), at the 20-minute mark the consultation must finish to avoid the above scenario. Clients running late but still expecting a full 20-minute consultation is the number one source of veterinary stress (given the rest of the day is difficult) leading to the current profession wide vet shortage.
- If we need to re-book your consult if running late, please be understanding and kind to our reception nurses as it is not their fault. Client abuse for running late is a significant source of veterinary staff stress.
First Bookings for New Clients
To help ensure we can offer the best care to all our patients, we take a deposit payment to secure your first appointment. This helps us reduce no-shows and last-minute cancellations, which in turn allows us to keep appointment slots available for pets that need timely care.
The deposit is fully applied to the cost of your visit, and is typically non-refundable or transferable to an alternate date. (Refunds are discretionary and management do consider them on a case-by-case basis when sufficient notice is given. We appreciate your understanding and look forward to meeting you and your pet!