Client Service Agreement

SCHEDULING

  • Please note that there is a 30 minute arrival window for all appointments (including virtual). We will contact you via SMS or a phone call with an estimated time of arrival and notify you of any changes to this asap.
  • Furthermore, due to the nature of veterinary medicine and behavioural emergencies, there may be times where your appointment time will need to be modified.
  • Whilst we endeavour to avoid and changes, this is sometimes unavoidable. We will do our best to provide you with alternatives where possible, and greatly appreciate your understanding.

BOOKING DEPOSITS

  • Due to the high demand and significant preparation time required for a behavioural consultation, a non-refundable* $150 booking deposit per initial consultation must be received to secure your appointment time.
  • This deposit can be used towards the behavioural consultation. This can be paid via direct deposit or a secure online payment platform.
  •  *Non refundable unless 2 business days notice given in writing. 

CANCELLATION POLICY

  • We require TWO BUSINESS DAYS* notice of cancellations or rescheduling of behaviour appointments. Please call 0493 520 393 or email synergyvetbehaviour@outlook.com to inform us of any cancellations. Failure to do so will incur a $150 cancellation fee.
  • *Exceptions may be granted in extenuating circumstances and is at the discretion of SVBS

URGENT AND EMERGENCY CARE

  • SVBS does not offer emergency veterinary care or mobile surgical or imaging solutions.
  • It is important to maintain a relationship with a brick-and-mortar general practitioner veterinary clinic and be aware of your nearest emergency veterinary hospital.

PHOTOGRAPHY 

  • We may request videos and/or photos to be provided before the consultation and be taken before or during the appointment.
  • Any videos/photos used to evaluate the patient become part of the clinical record and may be used anonymously in research.
  • We will not post this images or videos on social media without your consent. 

ROLES OF THE VETERINARIAN AND THE GUARDIAN

A successful behaviour treatment plan relies on a partnership: the vet provides expert assessment, diagnosis, and treatment, while the pet guardian commits to open communication, consistency in care, and ongoing progress reviews, understanding that behavioural change takes time and management.

Vet’s Responsibility:

  • Evaluate, assess, and create treatment plans.
  • Diagnose conditions and prescribe treatments (behaviour modification and/or medications).
  • Help manage medical conditions, including mental health issues in pets.
  • Maintain open and honest communication about treatments

Pet Guardian’s Responsibility:

  • Understand that treatment duration and outcome vary. This is due to not only the pet’s history of mental illness, but also the physical and social environment, consistency of interactions and treatment of any coexisting medical conditions.
  • Keep communication open and honest about any questions or concerns, and anticipated future concerns about the prescribed treatments.
  • Follow behavioural and environmental recommendations or discuss adjustments if needed. There is a direct link between the guardian’s compliance with recommendations and improvement in their pet’s behavioural health.
  • Schedule and attend recommended progress consultations and lab tests.
  • Recognise that behavioural issues aren’t cured in a single visit and may require 9-12 months of regular care.
  • Recognise that the evaluation, assessment, and treatment plan do not represent a guarantee of successful treatment. Few behavioural problems are truly cured, and responsible management is a factor for every patient.

MEDICATIONS AND REPEATS

  • Due to the complex nature of veterinary behavioural medicine and the indications and interactions of psychopharmaceuticals, we prefer to directly dispense or prescribe medications to our patients until they are discharged from our care.
  • When multiple health professionals treat a patient for the same condition, there is an increased risk of dispensing errors and risk to that patient.
  • However, if at any point you wish to be referred back to your regular veterinarian so they can continue dispensing, we can organise the discharge of your pet from our care and transfer their records and responsibility to your preferred clinic.

Please note that we require a minimum of 7 day’s notice for medication repeats.

  • If your pet requires repeats of medications outside of a visit, you can choose free click-and-collect from our clinic base in Dayboro
  • Or purchase tracked postage (depending on the medication type).
  •  All medications must be paid for before collection.
  • We will try wherever possible to drop medications to you if we are in the area, but this cannot be guaranteed.

AGGRESSIVE BEHAVIOURS IN PETS

  • The goal of these appointments are to provide humane care that allows your dog or cat to live a long and happy life.
  • Any animal who displays aggression for any reason can do serious damage and harm.
  • Special precautions must be taken to ensure that everyone is safe. These precautions may include some form of confinement (e.g., gates, crates) or the use of leads, harnesses, head collars, and/or muzzles.
  • Owning a pet carries with it responsibilities, including responsibility/potential liability for any damage the dog and/or cat does to people or property. This responsibility is not changed/transferred by seeking behavioural help.
  • Problems involving pathological behaviours, including aggression, are rarely cured but they can be well treated and managed, to the point where the dog or cat lives a happy, safe life.
  • Failure to manage and treat these problems may lead to poor quality of life for your pet and euthanasia counselling. Even as a last resort, the death of a pet is an outcome that everyone would seek to avoid.

CONTACT OUTSIDE OF SCHEDULED CONSULTATIONS

1. Our Commitment:

    • We’re dedicated to offering you and your pet the most comprehensive and appropriate behavioural health recommendations.
    • To provide this service, we need enough time to discuss and assess any concerns thoroughly.

    2. Consultation Policy:

    • The best time to discuss any concerns or questions about the treatment plan is during a consultation.
    • Brief phone or email conversations don’t allow the vet to fully understand the situation, which can lead to inaccurate information and potentially compromise treatment progress.
    • Therefore, it’s our policy at Synergy Veterinary Behaviour Solutions to provide behavioural advice only during consultations, whether in-person or via virtual/telehealth.

    3. Booking Appointments:

    • We recommend booking appointments in advance as suggested by the vet to ensure you have enough time to receive the support you need.
    • If you have less in-depth questions, you can book a teleconsultation through our online booking site for a Q&A session with the vet.

    4. Medication Concerns:

    • If you’re worried about potential undesirable effects of any medications, please contact us on 0493 520 393 (Monday, Tuesday, Wednesday, Friday 9am-5pm).
    • If you cannot reach us or it is after hours, contact your regular vet or a veterinary emergency hospital.
    • After every consultation, we provide you with complete clinical records that you can share with other veterinary professionals so they can appropriately provide veterinary care.