CARE Remains Open 24hrs
CARE will remain open 24hrs to the public throughout all stages of COVID-19 Restrictions, to ensure Victorians can access essential health treatment for their pets.
As per guidance from the Victorian State Government and the Australian Veterinary Association (AVA): There are no time or distance limitations on clients attending veterinary clinics – even if the veterinary clinic is not within a 5km radius of your home.
Our specialist and 24hr emergency & critical care services will continue, however the manner in which we deliver these services may be altered to reduce risk of COVID-19 transmission. More information on these changes are outlined below on this page.
Every day, skilled veterinary professionals work tirelessly to provide care to the pets and wildlife of Victoria. We gratefully acknowledge and sincerely thank the general public for their ongoing support of frontline veterinary healthcare workers during this difficult time.
Please take care of yourselves, your pets, and each other.
Operational Changes During COVID-19
To maximise the safety of all CARE stakeholders (our clients, staff, third-party service providers, and the broader community), we are have implemented a number of conditions of entry into our facility. This will help ensure CARE remains open 24/7 to provide essential veterinary services to you and your pet.
CONDITIONS OF ENTRY
- Wear a face mask at all times.
Face masks must fully cover the nose and mouth. - Sanitise hands upon entry.
Alcohol-based hand rub is available in convenient locations in reception and throughout the hospital. - Check-in via QR code.
You (and any companions) must check-on every time you visit CARE. - Observe 1.5m social distancing.
Please keep an appropriate distance from others wherever possible. - Remain outside if you are unwell, have been to an exposure site, or have a mask exemption.
Call 1300 888 200 to discuss how our services can be safely delivered to you.
Other protocol changes to be aware of:
- All hospital paperwork will be administered digitally; physical paper forms, receipts, discharge notes, etc. are temporarily unavailable.
- Visitors are requested and expected to exercise a high standard of personal hygiene, such as sneeze/cough etiquette, handwashing, etc.
- We accept touch-free payments only, either via credit/debit card over the phone or by electronic bank transfer. We cannot accept cash payments.
- Our complimentary hot and cold beverages may be unavailable.
- The manner in which you receive veterinary consultations may be modified. Consults may occur via telephone, video conference, or in the waiting area, or outside.
Further operational changes may occur as the COVID-19 pandemic evolves, with community safety being our highest consideration. We will communicate any service changes clearly, including via signage at our facility, online, and in-person. For your peace of mind, we confirm that all frequently-touched surfaces are disinfected regularly and CARE staff are well trained in infection control protocols.
We understand that some of these changes may inhibit our ability to offer our usual level of personalised customer service. Please rest assured, there will be no change in the careful and loving treatment we give to each and every patient. We sincerely appreciate your kind patience, understanding and cooperation during this time; we hope to resume normal operation as soon as we assess it safe for our organisation do so.
Medical Mask Exemption Notice
We have a duty of care to maintain a safe & healthy facility for staff and clients, and we take this responsibility very seriously. During the SARS-CoV-2 (Coronavirus) pandemic, we require all staff and clients to wear a properly fitted face mask covering the nose and mouth while inside our hospital.
If you claim an exemption and cannot wear a mask indoors, please remain outside and call us on 1300 888 200 to discuss how our services can be delivered to you.
In accordance with the Equal Opportunity Act, we will make “reasonable adjustments” to our services to accommodate you. For the protection of our staff, this may include having your consultation delivered via telephone, Zoom, or outside.
It is important to understand that a mask exemption does not confer automatic rights to come inside the facility and have services delivered to you in a conventional face-to-face method. While we will not refuse service or request evidence if you claim an exemption and cannot wear a mask, we WILL refuse service if your conduct is abusive, disrespectful, unsafe, or non-compliant.
Client Resource Quick Links
The below resources will help you access CARE contactless client services.
- NEW PATIENT ADMISSION FORM
Use this link to complete your pet’s admission form, for newly arrived patients to CARE. - STRAY / WILDLIFE FORM
Use this link to report the details of an animal (stray or wildlife) you have found, and are surrendering to CARE. - ZOOM APP DOWNLOAD
For clients who are comfortable using the Zoom video conferencing product on their smartphone or tablet. - CLIENT EXPERIENCE SURVEY
Tell us about your CARE experience; this helps us improve delivery of our services to you. - CARE COVID19 UPDATES
Link to our COVID19 update page, which you may wish to share or bookmark.
Prohibited Access to the Hospital for “At Risk” Clients
For the safety of others, we must politely and respectfully refuse entry into our hospital, for any reason whatsoever, by any individual in an elevated risk category for transmitting COVID-19. In accordance with public health guidelines, we class “at-risk” clients as meeting any of the following criteria:
- Know (or have reason to believe) they are currently infected with Coronavirus.
- Are showing symptoms of COVID-19 (cough, fever, shortness of breath).
- Subject to a quarantine or isolation order by a public health authority.
- Have visited any officially declared COVID exposure site, region, or hot-spot.
- Been in close personal contact with a confirmed or suspected COVID-19 case.
- Returned from travelling overseas within the last 14 days.
If you are an “at-risk” client, please have your pet brought into the hospital by a friend, relative, or other responsible party with whom you have not had close personal contact. We will ensure you can fully participate in your pet’s treatment decisions via telephone or video conference.
If you are experiencing a serious veterinary emergency, and you have no way to facilitate your animals transport to CARE other than by yourself, please call the clinic on arrival and advise of your circumstances. Our staff will provide you with further instructions while you wait in your vehicle.
More Information
This page will be updated regularly as circumstances evolve; please check back regularly for new announcements pertaining to CARE and COVID-19. Should you require any clarification of our operational changes, please reach out to us via our contact page.
For further information on the COVID-19 (“Coronavirus”) pandemic, please refer to the resources below:
- Australian Veterinary Association (AVA) COVID-19 Information Hub
- Victoria State Government, Department of Health & Human Services
- Australian Government, Department of Health