Veterinary Referral Hospital FAQs Explore GARS, your go-to veterinary referral hospital, where top-notch specialists provide expert care for your furry companions. Our FAQs cover everything you need to know to ensure your pet's well-being.
Pet Owners FAQs
The Referral Process
What is a veterinary specialist?
Veterinary specialists are highly trained practitioners who have completed an intensive 4–5 years of formal, supervised training in their chosen field, beyond their veterinary degree. This rigorous process includes passing specialist board examinations to become registered as a specialist.
Veterinary specialists are experts in their field, with advanced knowledge and skills to manage complex cases requiring specialised care.
Why is a referral required?
Referrals are essential for a few reasons:
- They provide a detailed medical handover between your regular vet and our specialist team, including previous diagnostic results and other relevant information. This can help avoid unnecessary repeat tests and offer valuable baseline comparisons for further diagnostics.
- They ensure your pet is booked with the most suitable department and specialist, facilitating the best possible care and treatment.
- They allow our specialists to customise their diagnostic and treatment approach to address your pet’s specific needs effectively.
How do I get a referral?
Obtaining a referral for your pet is similar to the process of seeking a specialist medical referral for yourself. Typically, you would first visit your general practitioner (GP) for an assessment, and if specialist care is required, your GP would provide a written referral to the appropriate medical specialist (e.g., surgeon, cardiologist, oncologist, or dermatologist).
Similarly, your treating veterinarian will assess your pet’s condition and determine if a specialist referral is necessary. If so, they will arrange the referral on your behalf, including sending GARS your pet’s complete clinical history and the reason for the referral.
If you believe your pet would benefit from specialist care but do not yet have a referral, you can make an appointment with your veterinarian and request that they provide one. Please note that a consultation with your vet is always required prior to a referral, so be sure to contact them directly to arrange this.
Making An Appointment
My vet has recommended a specialist referral. What are the next steps?
If your pet has been referred to GARS, our friendly customer service team will usually contact you once the referral has been received from your veterinary clinic.
If your vet has recommended a referral but you haven’t heard from us, or if you’d like to check the status of your referral, feel free to contact GARS directly. Our team will confirm whether we’ve received the necessary information and assist you in either making an appointment or advising you on the next steps.
Do you have any appointments available later in the day?
Unfortunately, we are unable to accommodate appointments later in the day.
All consultations and admissions with our specialist teams are scheduled in the morning to allow sufficient time for imaging, procedures, and workups to be completed in the afternoon. This structure ensures we operate as efficiently as possible, helping us return your pet home to you promptly.
Are there any appointments available on weekends?
At this stage, we do not offer initial specialist appointments on Saturdays or Sundays. However, some patient discharges may be scheduled over the weekend.
GARS is staffed by experienced veterinarians and nurses 24/7, so if you have any questions or concerns about your pet following a visit, you are welcome to contact the clinic on 03 4219 2169 during normal business hours for advice or to arrange a revisit.
Depending on your concerns, we may ask further questions and request photos of your pet to assist with assessment.
My pet has been to GARS before, do I need a new referral?
If your pet has recently been treated at GARS, you are welcome to contact us on 03 4219 2169 during normal business hours with any questions or concerns related to their recent treatment or recovery.
If the symptoms or clinical signs are related to the condition previously treated by our team, we can arrange a revisit with the treating department without requiring a new referral.
However, for newly presenting health conditions or concerns unrelated to the original issue, we ask that you contact your regular veterinarian first to determine whether a new specialist consultation is needed.
Please note that your pet’s specialist referral is only valid for the condition specified by your referring veterinarian.
Day of Your Appointment
Is there parking available?
Yes, off-street parking is available within the industrial complex (entry via the gates on Newcastle Street).
There are parking spaces directly in front of the hospital, making drop-off and pick-up convenient for you and your pet(s).
Please note that parking spaces are limited, so we recommend arriving early to your appointment to secure a spot. If the off-street parking is full, additional on-street parking options are available nearby. Be sure to follow local parking regulations to avoid fines.
Can I book a consultation first and decide later whether to pursue the recommended treatment?
Absolutely! We understand that a consultation can be overwhelming, with a lot of information to consider.
Our goal is to provide you with all the details you need to make an informed decision about the best treatment options for your pet. If you’d like more time to think about the recommendations, you are welcome to schedule the procedure at a later date, subject to specialist availability.
Please note that our specialists will inform you if the recommended procedure is time-sensitive or if delaying it could result in increased pain, further injury, or a worse outcome for your pet.
Can I drop my pet off at the hospital before work?
We are unable to facilitate patient drop-offs or hospital admissions without an initial consultation with one of our veterinary specialists. A consultation is required for all pet owners seeking medical or surgical care for their pets.
During this appointment, our team will provide detailed information about the recommended treatment, address any questions, offer a cost estimate, and obtain your consent to admit your pet for treatment if needed.
Consultations typically take 30–60 minutes. Please ensure you allow sufficient time and arrive a few minutes before your scheduled appointment.
Will the procedure be performed on the same day as the consultation, or is it just an appointment?
In most cases, we can accommodate either option.
When scheduling an appointment with our specialists, we allocate time that same day to perform any necessary procedures. This helps minimise unnecessary revisits and travel for you and your pet.
However, if you prefer to take some time to consider the recommendations provided during the consultation, you are welcome to reschedule the procedure for a later date. If your pet’s treatment is time-sensitive, our specialists will clearly communicate this during the consultation to help you make an informed decision about the best course of action for your pet’s health.
I’ve been advised that my pet needs to fast for their procedure. What does this entail?
Fasting from food involves feeding your pet their normal meal the evening before the procedure and withholding their morning meal on the day of the appointment.
For pets under 6 months of age, feed a small amount (50% of their regular portion) of tinned food (*not dry food) on the morning of their scheduled appointment.
Your pet can have normal access to water overnight. Rest assured, we will ensure they stay hydrated throughout their stay with us.
Should I give my pet their prescribed medication on the morning of their appointment?
When booking your appointment, please let our friendly reception team know that your pet is currently taking prescribed medication. Have the name of the medication handy, and our team will advise you on whether to administer it as normal on the morning of your appointment.
How long will my pet need to stay in the hospital?
The length of your pet’s stay depends on the procedure they require.
- Day Procedures: Most procedures are completed within the day, and your pet will typically be discharged in the late afternoon or early evening.
- Overnight Stays: Some procedures may require an overnight stay (or longer). This will be communicated at the time of booking but may be adjusted following your consultation with our specialists.
Occasionally, emergency cases admitted during the day may require urgent surgical attention, which could delay scheduled procedures. In such cases, we aim to minimise inconvenience and will inform you as soon as possible if your pet’s procedure is delayed. Should this result in your pet needing to stay overnight for monitoring, there will be no additional cost to you.
Aftercare
What does post operative care look like?
Postoperative care and exercise restrictions will be discussed in detail during your consultation and again at your discharge appointment.
In general:
- Healing Times: Skin typically heals with adequate strength in 10–14 days, while bone requires approximately 8 weeks.
- Activity Restrictions: Strenuous activities such as jumping, running, and playing should be avoided, as they can place undue tension on healing tissues, potentially causing complications. For the first 8 weeks after surgery, your pet should only be walked on a lead (unless instructed otherwise), and off-leash activity is not permitted until this period has passed.
- Confinement: When unsupervised, your pet should be confined to a small, secure area (e.g., playpen, bedroom, or laundry) with a non-slip surface. The duration of restricted activity depends on the procedure:
- 2 weeks for soft tissue surgery
- 8 weeks for bone surgery (*unless instructed otherwise).
If you are finding it challenging to adhere to these guidelines—particularly with young or highly active pets—please inform our team. We can explore options, including medications, to help keep your pet calm during the recovery period.
I’m worried about my pet after their visit. Can I call GARS directly?
You are welcome to contact GARS at any time following your pet’s visit, particularly if they don’t seem themselves. If your pet has recently undergone surgery and you’re concerned about the surgical site or their postoperative recovery, we may ask you to email photos or videos for our team to assess.
If a revisit is recommended, an appointment can be arranged either at GARS or with your regular veterinary clinic. We work closely with referring clinics and can liaise with them if your pet attends a post-procedure check-up.
Finance / Payment
How much will the procedure cost?
The cost of a procedure can vary significantly depending on multiple factors, including your pet’s age, breed, sex, size, clinical presentation, required diagnostic tests, and treatment options. For this reason, consultations are essential to provide an accurate estimate.
During your consultation, our specialist will physically examine your pet, discuss their clinical signs, and diagnostic and treatment plans with you, and provide a detailed estimate based on these factors. This estimate will typically include a high and low range, reflecting potential variations in care.
The consultation is also the ideal time to raise any financial concerns. While GARS is known for delivering industry-leading, gold-standard care, alternative treatment options may be available. A discussion with our specialists will help ensure all options are explored.
If you would like a rough estimate before your visit, please contact us on 03 4219 2169 or email hospital@garsvets.com.au. We will provide as much information as possible; however, it’s important to note that not all services and procedures are identical, and many are tailored to the individual patient, making it challenging to give an accurate estimate without assessing your pet in person.
Due to the complex nature of specialist veterinary care, there may be rare instances where your pet’s condition or disease changes unpredictably after the consultation. In such cases, where treatment costs are likely to exceed the initial estimate, our team will update you with a revised plan and estimate, ensuring you can make an informed decision.
Is payment required on the day?
Yes, all accounts must be finalised either after your consultation (if your pet does not require further diagnostics or treatment) or at the time of your pet’s discharge from hospital (if they stay with us for diagnostics or a procedure).
When your pet is admitted for a procedure, a deposit of 50% of the total estimated cost is required. The remaining balance is to be finalised at the time of your pet’s discharge.
We accept the following payment methods:
- VISA,
- MasterCard
- AMEX
- Eftpos
- Cash
- Bank Cheque
We also offer alternative payment options, including VetPay, Afterpay, and ZipPay/ZipMoney. For more information on these options, please visit our website or contact us at 03 4219 2169.
Are revisits included in the cost of treatment?
Many procedures include a routine 2-week postoperative revisit. If this revisit is performed at GARS, it is free of charge unless medications are dispensed or additional diagnostics are required.
For cases that require further revisits beyond the routine 2-week check, a revisit consultation fee will apply.
Please note that postoperative imaging (e.g., radiographs, CT), other diagnostic tests, or any additional procedures or treatments are not included in the cost of the initial treatment.
Can I pay via bank transfer?
Bank transfers or direct deposits are not our preferred method of payment but can be arranged if no other options are available.
If you have a daily limit on your card, most banks can temporarily increase this limit when contacted.
If you choose to pay via direct deposit, you will need to email GARS a copy of the transaction receipt to ensure we can track the payment effectively.
Are there alternative payment options available?
We understand that unexpected veterinary costs can be stressful, especially when your pet isn’t feeling their best. To help reduce the financial impact, GARS offers a range of finance options.
We recommend researching these options prior to your appointment to ensure you are eligible for the coverage you may need. If you choose to use an alternative payment option, we kindly ask that your account is set up and the required balance is available before your pet’s discharge. This helps us ensure a smooth and stress-free discharge process.
External credit providers available at GARS include:
- VetPay
- Afterpay
- ZipPay/ZipMoney
If you need assistance setting up any of these options, our team will be happy to help.
I have pet insurance. Will they cover the cost of the procedure?
Coverage depends on your insurance provider and your pet’s policy inclusions.
Each insurance provider and policy is different, so we cannot guarantee if or how much of the procedure will be covered. Some insurers may offer pre-approval, which allows you to confirm coverage for diagnostics and/or the procedure before treatment. This is typically based on your pet’s prior clinical history and an estimate provided by GARS.
It’s important to note that pre-approvals and projected benefit amounts are based on estimates. The final cost of treatment may vary, which means the insurance benefit and gap amounts may differ from the pre-approval to the finalised account.
To check if your insurance provider will cover the recommended treatment, we recommend contacting them directly for detailed information regarding your policy.
I'm Coming From Far Away
Do I need to come back to GARS for revisits?
In most cases, postoperative revisits can be conducted at your regular veterinary clinic unless your GARS specialist specifically recommends a follow-up appointment with us.
We work closely with referring veterinarians and will liaise with them to ensure your pet’s postoperative care and medical management are seamless. However, if you prefer to have your postoperative visits at GARS, you are more than welcome to do so.
Can you recommend any pet-friendly accommodation in the area?
If you need to stay overnight in the region, we recommend arranging pet-friendly accommodation prior to your visit, as availability and options can vary over time.
For the most up-to-date information, you may wish to explore online accommodation platforms or contact local providers directly. If you need further assistance, feel free to reach out to us, and we’ll do our best to help guide you.
Emergency Care
Can I bring my pet straight to GARS for emergency treatment?
At this time, our Emergency and Critical Care (ECC) department operates under the same referral model as our other departments.
If your pet requires urgent or critical care, please contact your local veterinarian or the nearest after-hours emergency centre for immediate assistance. Your treating vet will assess your pet and, if necessary, arrange an emergency referral to our specialist ECC department.
We are currently accepting emergency and critical care referrals during the following hours:
- Monday to Friday: 8am – 10pm
- Saturday: 8am – 7pm
- Sunday: 10am – 2pm
If your pet has previously been treated at GARS and is displaying similar clinical signs or you are concerned about their immediate health, please contact us directly at 03 4219 2169 for assistance and further guidance.
Referring Vets FAQs
Emergency Referral
I Have a Patient in a Critical or Serious Condition. How Do I Refer Them to the Emergency Department?
Referring veterinarians are welcome to contact us at any time. If you are concerned about a critical patient, please call the hospital immediately on 03 4219 2169 and inform our customer service team, who will direct your call to the Emergency and Critical Care (ECC) department.
If an ECC specialist or resident is available and not tending to another critical patient, they will provide guidance over the phone and confirm an emergency transfer.
To assist us in preparing for your patient’s arrival, please email the patient’s clinical history, relevant pathology reports, and/or radiographs to hospital@garsvets.com.au at your earliest convenience.
Non-Emergency Referrals / General
I Need to Refer a Patient. Do I Need to Contact GARS to Make an Appointment?
Not at all. To refer a patient to GARS for a specialist appointment, simply email your patient’s clinical history, including any pathology reports and radiographs (if applicable), to hospital@garsvets.com.au.
Advise your client that GARS will contact them directly to arrange an appointment once the referral has been received. Please ensure the referral includes your client’s contact information so our team can reach out to them promptly.
If your client has any questions about the referral, they are welcome to call us directly for more information.
I referred a patient to GARS and they have booked their follow up appointment with me.
What do I need to know?
After a patient’s visit or procedure at GARS, the case owner or clinician will email the patient’s clinical summary to the referring veterinarian. This summary includes details of the visit and recommendations for ongoing care.
If you do not receive the clinical summary, please call the hospital to request it.
Should you require further information or advice before or after your patient’s follow-up appointment, you are welcome to contact us via phone or email with any additional questions.
I would like some advice on a challenging case, can you help?
Absolutely! We are happy to assist.
- If you suspect it may be an emergency, please call the hospital immediately on 03 4219 2169.
- For non-emergency cases, please email your specific questions or concerns, along with the patient’s clinical summary and any relevant pathology reports and/or radiographs, to hospital@garsvets.com.au.
One of our specialists will review the information and provide advice or recommendations as soon as possible.