- Our appointment system helps us to allocate sufficient time to attend to your pet. In addition, we can advise preparation prior to the consultation, e.g fasting for blood tests, collecting samples (vomit, faeces, urine). We will also be able to advise if pet's condition requires urgent attention.
- For new clients, please arrive 15 minutes earlier for your registration. A valid photo I.D. is required for all registrations. Registered owners must be at least 18 years old.
- We appreciate your call to cancel or postpone your appointment so that the slot could be released to another pet in need.
- Appointments are kept for 15 minutes. If you make an appointment but arrive more than 15mins late, you will be placed in the Walk-in queue.
- We seek your patience when waiting times are longer than expected. We believe in spending sufficient time with our patients, so that we can thoroughly investigate your pet's condition. As such, waiting times will vary depending on the complexity of the cases we see. We will endeavour to keep time and provide information if we are expecting delays.
While we welcome walk-in patients, please note that waiting times can be unpredictable (up to 1 - 2 hours) as priority is given to patients with appointments.
In the event of an emergency, your pet will be admitted immediately to be assessed by our nurses and veterinarians. Critical cases will be attended to immediately. However, non-critical cases will have to join the walk-in queue.
If your pet is critically ill or in extreme pain, please inform our nurses and allow us to admit your pet for immediate veterinary attention. This will help us manage your pet's condition quickly and to render appropriate treatment.
Emergency medicine (e.g. Intravenous therapy, Oxygen support) is administered immediately while further diagnostic investigation (e.g. blood tests, X-rays, ultrasound studies) is usually necessary to determine the cause of the emergency. Please inform our staff if you do not wish for this to be performed. Financial concerns should be raised at this stage as well.
Please note an Emergency Fee applies, in addition to Normal Consult charges. After-hours fees are also applicable when pets are seen outside of clinic opening hours.
Please contact our After-hours Clinic @ 6250-8333 after 8.30pm (Mondays to Fridays), after 6pm (Saturdays & Sundays) and on Public Holidays.
We want to ensure the safety of your pet, yourself and that of others. Hence, we seek your cooperation that:
- Dogs must be leashed and properly controlled. A muzzle must be applied for dog breeds specified under AVA’s regulation.
- Cats must be in their carriers or be properly leashed.
- Small mammals (Hamsters, Rabbits, Guinea pigs, Chinchillas, etc.) must be in their appropriate carriers. Please notify our nurse if your pet needs special handling.
- Clients are required to complete an Admission Form when a patient requires hospitalisation. You will be asked to nominate a person who will be the primary person whom the vet will discuss the case with.
- Appropriate treatment will be administered to patients with external parasites (ticks, fleas, furmites, scabies, etc.) to prevent transmission to other patients. The cost of this treatment is chargeable. Our clinic reserves the right to refuse hospitalisation service if owners decline to comply.
- Clients are requested to adhere strictly to the visiting hours. We may limit the duration of visits and the number of visitors. This is to ensure that our patients get enough rest in between visiting hours, and treatment can be carried out promptly. Visiting Hours: Mondays to Fridays
2.30pm - 3.30pm
6.30pm - 7.30pm Saturdays & Sundays
2.30pm - 3.30pm
- We see communication as one of the most important aspects in client care. Please do discuss your pet’s condition and treatment plan with our vets. This may be done during visiting hours or via the phone.
- In addition to looking after your pet, our vets are also required to consult at the outpatient clinic, perform surgeries, etc. Therefore, please understand if they are not able to answer your enquiries immediately. We ask that you be patient in waiting for your call to be returned.
- We would appreciate if the nominated person be the only one to enquire and discuss the condition of your pet with the vet. This would ensure the person gets the entire picture of your pet’s treatment plan and progress, and to avoid any miscommunication.
- Payment is expected when services are rendered.
- We seek your cooperation with prompt payment. Payment lapses will invariably affect our operational capabilities and ability to provide you with the comprehensive facilities and care that you and your pet deserve.
- Please note that all outstanding bills have to be paid in full on the day of consultation for outpatient visits.
- For hospitalised cases, we would require a deposit at the time of admission to cover part of the estimated bill. The amount will vary with each patient, depending on the expected procedures and level of care. While we endeavour to provide an accurate estimate, a top-up of the deposit may be required if your pet requires an extended stay or when the cost has exceeded the initial quotation. The balance to be paid in full upon the patient’s discharge.
- Please note that outstanding or unpaid bills will be referred to a debt collection agency for resolution. (NOTE: The additional cost of enforced collection on this obligation will be the client’s responsibility) For your convenience, we accept the following modes of payment:
- Visa (Interest-free instalment plan for OCBC cards available. Conditions apply)
- Master PKindly note that we do not accept cheque payments. If there are concerns or queries regarding any charges related to procedures (including surgeries, treatments, laboratory services, etc., please discuss them with us immediately before the services are performed. All services rendered will be billed accordingly.
- Pets that are unclaimed after 1 week, despite reasonable attempts to reach their owners will be considered abandoned.
- In the event of the above, the ownership of the pet will be transferred to the clinic. The clinic will determine the next course of action for the pet. Cases of abandonment will also be reported to the authorities.
- The outstanding bills of the unclaimed or abandoned pets will be referred to a debt collection agency for resolution. (NOTE: The additional cost of enforced collection on this obligation will be the client’s responsibility)
- Euthanasia is offered AS A LAST OPTION to relieve pain and suffering for pets with terminal diseases. Our vets will not euthanase animals with treatable conditions.
- Euthanasia will be recommended when it is determined that the pet has a poor quality of life. Please do not be offended when this option is discussed. Our vets will discuss in detail with owners prior to making this recommendation.
- Please note our clinic’s policy the requirement of client’s photograph ID (eg. NRIC, Passport, Driver’s License, etc) AND a fully completed ‘Euthanasia Consent’ form for the procedure.
- We respect our clients’ privacy. Your pet and your records are confidential and are strictly for our clinic use only.
- Patient record will not be disclosed to third party unless authorised by the owner.
- We endeavour to keep our client and patient information as accurate as possible. Please contact us to update changes to your particulars (e.g. address, phone number).