CARE Remains Open 24hrs
CARE will remain open 24hrs to the public throughout COVID-19 Stage 4 ‘Stay at Home’ 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. Seeking veterinary care is considered “health and care” and is exempt from curfew hours.
Our specialist and 24hr emergency & critical care services will continue, however the manner in which we deliver these services has been altered to reduce risk of COVID-19 transmission. More information on these changes are outlined below on this page.
Every day, skilled veterinary professional work tirelessly to provide veterinary care to the pets of Victoria. We gratefully acknowledge and sincerely thank the general public for their ongoing support of our 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 rigorously limiting client access inside our facility to decrease SARS-CoV-2 (Coronavirus) transmission risk. This will help ensure CARE remains open 24/7 to provide essential veterinary services to you and your pet. Our operational changes are described below:
Clients will only be invited into the hospital (briefly) for the following 3 reasons:
- Transferring animals into/from the hospital.
- Specific exempt appointments where we deem the client’s physical presence is necessary.
- To use hospital restroom facilities.
Only one client per pet will be permitted inside the hospital for the above reasons. It is a condition of entry that anybody entering the building sanitise their hands, undergo a temperature check (if requested), wear a face mask, and observe 1.5mtr social distancing. Adhere to signage and staff instructions at all times. Non-compliant or abusive behaviour will result in your removal from the building.
100% CONTACTLESS INTERACTIONS
All other client interactions will occur remotely, without the need for any in-person face-to-face contact:
- Questions or Concerns
Our friendly staff are here to help you; please call 1300 888 200 to speak to the clinic.
- Admission Forms
Visit carevet.com.au/newpatient to complete your paperwork.
Veterinary consults will be conducted via telephone or Zoom video meeting.
- Consent Forms
Consent forms and approval will be completed via email.
- Account Payments
Call 1300 888 200 to pay via credit or debit card.
Other protocol changes to be aware of:
- Only 1 client per pet will be permitted access into the hospital, and only by invitation from staff for one of the 3 reasons described above.
- Any visitor invited into 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 for consultations or 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 accept touch-free payments only, either via credit/debit card over the phone 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 via telephone or video conference.
Further operational changes may occur as the COVID-19 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 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.
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.
- 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 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