Frequently Asked Questions for Pet Owners

Question 1

Why is my vet referring me to a pet specialist?

Answer

Certain procedures and surgeries require specialist equipment and expertise that your usual practice may not have on hand.
Your regular veterinary practice is full of highly-skilled pet care professionals, but our board-certified specialists have specially trained for years on specific procedures and have thousands of hours’ experience in the exact surgery your pet requires.
The VSOS doctors and nurses have built healthy partnerships with local veterinarians throughout Greater Sydney to allow for the best possible care for your loved one.

Question 2

Does my pet need to be on a leash/in a carrier when we visit the VSOS animal hospital?

Answer

Even though your pet may be very well trained, it’s important that all animals are kept on a lead or safely locked away in a carrier.
We try to maintain a calm and relaxed atmosphere for pets and owners alike, so we appreciate your help in respecting this policy any time you and your pet visit us.

Question 3

Is it ok to call with questions about my pet's health even if I haven’t been to the hospital before?

Answer

Yes, if you are ever unsure about your pets health, feel free to contact VSOS for some advice. Our team cannot provide lengthy consultations or a diagnosis over the phone, but we are always happy to help in any way we can.

Question 4

I’m worried that my pet has swallowed something harmful. What should I do?

Answer

If you are ever concerned about your pet, contact your vet immediately.
Even though your pet may not be showing any immediate signs of distress, you should call a veterinary professional for advice.

Question 5

Am I able to send you photos/videos for a diagnosis?

Answer

Unfortunately, our veterinarians can’t diagnose over the phone, even with the assistance of photos and videos.
In an emergency, a physical exam is an important part of providing an accurate diagnosis and proper treatment. An incorrect diagnosis can be extremely harmful to your pet.
If you are concerned about your loved one, please contact your vet or VSOS for advice.

Question 6

When do I need to pay for my pet's treatment?

Answer

VSOS requires a 50% deposit for hospital admissions and procedures, including emergencies. The remaining balance is payable when your pet's treatment is completed.

For further details, visit our VSOS Payment & Insurance Information page >

Question 7

Does VSOS accept pet insurance?

Answer

Yes. If your pet insurance provider participates in GapOnly, we may be able to process your claim directly, so you only pay the amount not covered by your insurer.

For other insurers, you will need to pay VSOS directly and claim reimbursement through your insurance provider.

Find out more about pet insurance claims >.