Thank you for entrusting us with the care of your pet. Our emergency team has created this document to help orient you with how the department works. Please do read and familiarise yourselves with this document, as it has valuable information on what to expect while your pet is under our care.
Why has my pet been referred to VES Hospital?
If you have just arrived from your primary care vet clinic, your pet has been referred to us for hospitalisation, advanced diagnostics, or specialised treatment. Many unstable patients are initially admitted through our emergency department and transferred to the appropriate specialist department once stabilised.
Our team includes highly trained specialists, state-of-the-art facilities, and 24/7 monitoring to provide the expert care and resources not typically available at primary care clinics.
When you arrive
Upon arrival, emergency patients are immediately taken to our triage area, where our vets and nurses assess vital parameters and perform a physical examination. Unstable patients may require urgent treatments. If this is the case, you will be asked for permission for us to provide these treatments.
If your pet is stable, there is often a waiting time before you will have your consult with the emergency vet, as unstable patients must take priority.
Please be patient and assured that we will attend to you and your pet as soon we are able. If you have been waiting for longer than 1 hour, please speak with our receptionists to request an update.
Hospital admission
If your pet requires hospitalisation, they will be monitored 24/7 by our dedicated vets and nurses in comfortable facilities, where dogs are housed separately from cats. We aim to ensure continuity of care by assigning the same vet daily whenever possible.
However, as a 24/7 facility, our emergency vets work in shifts, so the same vet may not oversee your pet throughout their stay. Rest assured our team communicates closely to maintain consistent, high-quality care.
Communications during hospitalisation
We provide daily updates for hospitalised patients and often more frequently for our sickest patients. Our vets will usually call before 12 PM with your first daily update.
We seek your kind understanding if there is a delay in updating you – patient care always takes priority, so delays in updates may occur when urgent attention is needed for multiple patients.
To facilitate effective communication, we request that you nominate one person as your pet’s point-of-contact, so that all updates and decision-making discussions can be directed to a single person.
Internal transfer to specialty departments
In some cases, your pet may be transferred from ECC to a specialty department for continued care, with updates provided by the respective specialists. If your pet is being transferred to another department, please be sure to be available by phone between 8:30 and 10:00 AM on the morning of the transfer to speak with our specialists.
Our integrated specialty approach ensures the best possible care for your pet.
Visitation during hospitalisation
We sincerely believe that hospitalised patients benefit from spending time with their owners. However, in certain situations, visitation may be undesirable, and your attending vet will advise you accordingly.
Our visitation hours are strictly from 4–6 PM daily to ensure smooth operations, efficient high-level care, and adequate rest for all patients.
Visiting outside of these hours may be allowed only under special circumstances (e.g. patient in unstable condition).
Costs and payments
We are committed to providing transparent cost estimates, but these may change as your pet’s condition evolves. Our client services team will aim to provide you with daily invoices to keep you informed of ongoing costs. Please do not hesitate to bring up questions you have regarding ongoing estimated costs with your vet during their daily update.
Before proceeding with any investigations or procedures, we kindly require a deposit of 75% of the estimated costs to be paid upfront, and the entire bill to be paid at the time of discharge.
Patient discharge
All patients are discharged with written aftercare instructions that will be explained to you during your pet’s discharge. If you have any concerns, we are available 24/7 at 6266 0232. For non-urgent inquiries, you can email us at VESreception@veshospital.com.sg.
For urgent matters, please call us directly. Do not email or WhatsApp urgent inquiries, as these channels are not monitored 24/7.
Your pet’s medical records will be sent to your primary care veterinarian to ensure seamless follow-up care.