Referring clinics receive daily updates by email or fax of animals currently hospitalised. As Veterinarians in charge of a particular animal on each shift change, they communicate directly with one another as a grand round type arrangement which ensures information is passed directly from one veterinarian to another.
Reception staff are also included in this process to ensure that telephone enquiries can be directed rapidly to the correct staff member. Owners receive updates as required. At every shift change animals are fully examined by the ongoing veterinarian and in this way they benefit from receiving a number of opinions regarding their illness and treatment. However, we use a team approach to all treatments. Nurses record all observations in-between veterinary examinations.
At discharge, owners receive an itemised invoice and detailed discharge instructions which include details of medications, potential complications and aftercare requirements.
Communication is a key issue in providing good customer service to veterinary clients. Clients have direct access to ever increasing alternative sources of knowledge and are becoming more demanding of both quality veterinary treatment and of good service. The Bundoora Veterinary Clinic and Hospital fills this role by providing 24-hour patient care and by delivering excellence in animal care, service, and treatment. We ensure our staff are at the forefront of veterinary knowledge and ensure our patients receive the best treatment possible. We honestly communicate our treatment regimes and prospects. Above all we show owners compassion and care.