This is something your clinic and/or organisation must set-up.

There are 2 options:

1. Integrated call diversion through your phone system.

2. A recorded message with the 03 8644 6104 number.

We recommend Option 1 as this puts your client directly through to our VC Nurses. If you are experiencing issues with diverting your phone service, please speak directly to your management team.

YES, of course!

Another reason we are here for you and your team, we are available 24/7. Just divert your phones. Notifying us is appreciated but not necessary; you can either call us on 03 8644 6104 or email directly clinicsupport@medechat.com.au

Our phones are staffed 24/7 so someone is always available to talk to you.

We have created a Vet Direct priority line for our Vet/Clinic teams to contact us directly.

In these situations please call : +61 3 8644 6105.

To save time you can SMS our VetCheck 24/7 Nurses on 0485 868 640 (currently Australia only).

We urge your AH team to contact us in situations where:

• A client has not shown up for an arranged AH consult.
• Your team is running behind due to complex cases/taken to surgery/large animal call.
• Your AH contact number may be out of range e.g. remote farm AH visit.

Our process is simple. We triage this case based on information given by your client and our VN knowledge.

In situations, where AH services are deemed necessary our VetCheck 24/7 Nurses follow this process:

1. Nurse calls AH Vet and recaps situation with:

a) Symptoms & relevant information e.g. distended abdomen, collapse, pale MM, access to toxins.
b) Any instructions the nurse has already given the client: e.g. bandaging, CPR etc.
c) Pet/client name, contact number and their estimated travel time to the clinic.

2. Your Vet will need to confirm that they are happy to see the pet and what time they will be available. The VetCheck 24/7 Nurse will then confirm this with the client and organise payment if required.

3. They will SMS your AH Number with the client details to confirm they will be in attendance.

4. A call log is then emailed in real time to the emails your clinic provides, giving you all necessary information.

Rosters should be provided for at least 1 month where possible.

They should be provided in Word or Excel in the following format

Date - Vet Name, Vet Contact Number, Any other info e.g clinic

For example

1st - Rachel 0400 000 000 Example Clinic
2nd - David 0400 000 000 Example Clinic

Download a Word Template to Use

Email completed rosters at least 3 days before the end of the previous roster to: clinicsupport@medechat.com.au

Please let us know in advance if you will be closed for area specific public/bank holidays.

Communicating Roster Changes - 24 hours or more notice

Please mail changes to: clinicsupport@medechat.com.au

Communicating Roster Changes - Less than 24 hours notice

Please call the nurses on the Vet Direct Line Australia: 03 8644 6105 New Zealand: 1800 576 962

Please send a follow up email to clinicsupport@medechat.com.au