Upon arrival at PVE (between the hours of 6pm and 8am), the front desk may be unattended.
Please press the buzzer for assistance.
If your pet is critical or a large dog needing assistance, please call ahead.
Your pet will be seen as soon as possible but sometimes you may be asked to wait as other pets may have more urgent medical needs. Patients are seen in order of their level of emergency.
Triage and Consultation
Triage is the process of determining whether or not your pet has a life-threatening problem requiring immediate care.
A staff member will ask you questions and observe your pet to determine the level of urgency.
If a critical problem is identified, we will ask your permission to take your pet straight through to the treatment area for immediate therapy.
Once your pet is stabilised the veterinarian will meet with you to discuss your pet’s condition and discuss their recommended course of action.
If your pet is found to be stable, you will be asked to take a seat in the waiting room until a veterinarian is available to examine your pet.
During this time you will be given a form to complete allowing us to generate a record for your pet or find their existing records if they've been to us before.
The veterinarian will then examine your pet and consult with you about available treatment plans or medications.
All patients are seen to in order of the severity of their illness or injury.
If you feel your pet's health has deteriorated whilst waiting for consultation, please alert our helpful staff.
Admitting Your Pet
If your pet stays in hospital for tests, monitoring or surgery you will be asked to sign a consent form.
This form allows you to pre-determine your decision should your pet require a sudden change of treatment and authorizes PVE to complete the treatments you consent to on the form.
We encourage you to ask questions about the details and seek further clarification from PVE staff to ensure you understand and are comfortable with this consent.
It is also vital you double-check all contact details on the form to ensure we are able to reach you while your pet is in our care.
How Do I Get An Update?
No news is good news!
The vet is unlikely to call you during the evening of admission unless there is something specific to report or we need additional information.
However, you are welcome to call us any time during your pet’s stay to see how they are doing.
The vet may not be able to speak with you personally but a PVE representative will advise you of your pet's status.
The next morning between 5am - 8am we will call you to provide an update on your pet as well as the ongoing treatment plan for the day, or to arrange for your pet to be discharged to return home.
What Happens at Discharge?
Patient discharges from the emergency service will usually occur between 6am and 8am on weekdays.
You will be provided with discharge instructions and medications if required.
You will be advised if your pet is well enough to go home or if they still require further care at your general practice veterinarian - our veterinarians aim to discuss all cases with your veterinarian prior to transfer if possible.
If your animal has a complicated medical or surgical condition requiring specialist care, they can be referred to another specialist as recommended by your referring veterinarian.
The veterinarian will advise you with an estimate of the costs associated with your pet's treatment.
We accept cash, and have electronic card facilities for payment.
If you require financial assistance please advise the staff as soon as possible.
At the completion of the consultation or your pet's stay with us, you will be given an itemized invoice.
Payment is required prior to discharge or referral to a specialist service.