CARE 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 have modified the way we deliver our services. This will help ensure CARE remains open 24/7 to provide essential veterinary services to you and your pet. Our operational changes include the following:
- Only 1 client per pet will be permitted access into the hospital.
- All visitors to the hospital must maintain a minimum distance of 1.5mtrs from other individuals.
- All hospital paperwork will be administered digitally; physical paper forms, receipts, discharge notes, etc. are temporarily unavailable.
- We are prohibiting all unnecessary visitors into the building, including visitation of hospitalised patients.
- Visitors are requested and expected to exercise a high standard of personal hygiene, such as sneeze/cough etiquette, handwashing, etc.
- We prefer touch-free payments, either via contactless credit/debit card or by electronic bank transfer. We cannot accept cash payments.
- Clients are asked to wait outside when their physical presence is not deemed essential by hospital staff.
- Our complimentary hot and cold beverages are unavailable.
- The manner in which you receive veterinary consultations will be modified. Consults will occur either in the waiting area to ensure social distancing, or via telephone or video conference.
Further operational changes may occur as the SARS-CoV-2 (“Coronavirus”) pandemic evolves, with community safety being our greatest 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 appreciate your kind understanding and patience during this time, and we hope to resume normal operation as soon as we assess it safe for our organisation do so.
Prohibited Access to the Hospital for “At Risk” Clients
For the safety of others, we must politely and respectfully refuse entry into our hospital by any individual in an elevated risk category for transmitting SARS-CoV-2 (“Coronavirus”). 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.
- 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.
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 SARS-CoV-2 (“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