More About What We Do
Commonly Asked Questions
Do you treat horses that are not vaccinated against Hendra Virus?
We currently will see Vaccinated and Non-Vaccinated horses for routine and emergency services, however, in the event of a Non-Vaccinated horse presented to our veterinarians for illness we are obligated to perform exclusion testing in conjunction with implementing stringent quarantine measures whilst awaiting an exclusion test result. Personal Protective Equipment will be worn by the Veterinarian and Technicians directly involved in the treatment of patients. This is at the expense of the client.
Does your service only treat horses?
Our team of Veterinarians have a wealth of knowledge and experience in all areas of large animal medicine and surgery. We routinely see cattle, goats, sheep, alpacas, camels, donkeys and zoo animals. Whether it be trimming hooves on goats, scanning alpaca's for pregnancy or performing a caesarean on a cow we're the team to call for all species great and small.
Do I need to be home for you to treat my horses?
We completely understand how busy life gets, often our clients are busy working in the city or even abroad! This is why we happily offer routine and emergency services, even if you're unable to be there.
Our policy is transparency, if your horse requires a visit and you're unable to be there, we will send you photo and/or video updates of the appointment, we will email you a plan along with the clinical notes, we can arrange video consultation with you whilst onsite.
What are your payment options and policies?
For efficiency purposes it is strictly payment at the time of service, our team will always have a portable eftpos machine on hand for eftpos/credit card payments and bank transfer payments made at the time of property visits.
We do not offer accounts and we do not accept cheques.
For those unexpected vet visits, we offer VetPAY. (By prior arrangement only)
Check your eligibility by clicking here http://www.vetpay.com.au/apply-for-vetpay/
Do you offer an emergency service out-of-hours?
For over 18 years we have offered an afterhours service covering South East Queensland, being available 24 hours 7 days per week, however in recent times we have been forced to apply limitations on the amount of after-hours services we can provide, this is due to a combination of factors such as the COVID-19 pandemic, the national vet shortage, and an internal review of the welfare and well-being of our staff - for this reason, we will always strive to be available, however we cannot guarantee our ability to service every emergency call received by our practice.
What days and times are considered "After Hours"?
Before 7:00am and after 5:00pm, Monday to Friday
Weekends, Saturdays and Sundays
Are there additional fees for "After Hours Call-Outs"?
Yes, there is a surcharge applied to After Hours call-outs.
I've called your practice mobile and nobody answered, what do I do?
Ensure you've left your full name, your contact number, your location, and a brief description of the reason for your call. We also strongly encourage you to send a text message with the same information.
It's important to remember, outside of business hours we can't always answer the phone straight away, we may be busy with another emergency, out of mobile phone reception, or temporarily away from the phone.
Call, if no answer - leave a message with: Your full name, Location, Best contact number, and Brief description of the issue.
Send a text message with: Your full name, Location, Best contact number, and Brief description of the issue.
Allow up to 45 minutes for a return call/message, if you don't hear from us within 45 minutes please try to call again.
If we don't respond within this period, we would recommend contacting another local practice for support (we may be physically unable to return your call/message if in the middle of treating an emergency).
Please note: We will not return your call if you do not leave your contact details as specified above. Please avoid calling us out-of-hours for non emergencies, our normal business hours are 9:00am until 5:00pm Monday to Friday.