The Policies

Clinic Policies and Guidelines

Appointment Scheduling Policies

We prioritize consultations by appointment to provide timely care and reduce waiting times.

Walk-ins and emergencies are also accepted; however, extra fees may apply based on the time of day and our caseload. While we aim to avoid additional charges, they may be necessary during high-demand periods.

Confirmation of Appointments: To help manage your visit, we will confirm your appointment via WhatsApp the day before the appointment.

Unforeseen Delays: Despite our efforts to stay on time, healthcare settings can be unpredictable. Emergencies may sometimes cause delays in seeing scheduled patients, and we appreciate your patience and understanding.

Preparation for Second Opinions: If you’re seeking a second opinion, please send us the complete medical report, including test results and images, at least one day before your visit.

Specific Preparation For Certain Conditions

Urinary Issues: If your dog has a urinary issue, please prevent them from urinating for a few hours before the appointment.

For cats, kindly remove the litter box before your visit.

Abdominal Ultrasound: For accurate results, please fast your pet for 16 hours before the ultrasound. Your pet will also need to be extensively shaved for the procedure.

Sedation Requirements: If your pet may need sedation due to nervousness, withhold food for 6-8 hours beforehand (water is allowed). The last meal must be wet food.

Guidance For Nervous Pets

Dogs Prone to Aggression: If your dog may bite, please fit a muzzle before entering the clinic.

Cats Anxious at the Vet: Follow our feline-friendly carrier advice and request anxiolytic medication from our reception. It should be administered the night before and one hour before the appointment.

Nervous Dogs: Anxiolytic medication can also be provided for dogs; administer it in the same manner as for cats.

Drop-Off Option: For appointments that require extended investigations, you may drop off your pet for the day and pick them up later. A daily monitoring fee of 95 AED may apply.
In this case, a deposit of 1500 AED will be required, along with signing an investigation and treatment consent form. The veterinarian will discuss the expected costs and treatment plan with you upfront to ensure clear communication about any procedures and associated expenses.

Separate Waiting Areas: To ensure comfort and reduce stress for all pets, we maintain separate waiting areas and receptions for dogs and cats.

If you bring a dog and a cat, please keep the cat carrier in designated elevated areas and wait with your dog in the reception area.

Please be aware that light to moderate sedation may be necessary for specific procedures based on your pet’s needs. A consent form must be signed beforehand, and the treating veterinarian will discuss any particular requirements with you.

All dogs must be on a leash, and all cats must be in appropriate carriers for their safety and the comfort of others during their visit.

If possible, please use your smartphone to document incidents—such as stool, urine, or vomit consistency—or unusual behaviors. Photos or videos can provide valuable information to help the vet assess your pet’s condition.

We encourage open discussions about financial expectations between veterinarians and pet owners. Quality veterinary care can be costly, and we understand everyone has a budget—especially since pet insurance is not yet widely available in the UAE. Being transparent about costs allows us to work together to find the best solutions for your pet’s care. Remember, your vet often becomes like a family member, here to support you and your pet every step of the way. Please feel free to communicate your needs and constraints openly with us.

We understand that sometimes plans change unexpectedly, and cancellations or delays can occur. If you’re unable to make it to your appointment or if you’re running late, please let us know as early as possible.
If you arrive late, we will see the next appointment on time, and you will be accommodated at the next available opportunity.
We kindly ask for your understanding and patience if delays result in a longer wait, allowing us to respect the time of those who arrived promptly.

Hydrotherapy

For hydrotherapy sessions at Panacea Vets, if your pet is under the care of another clinic, we require their complete medical history to be provided upon booking the trial session. This includes all X-rays and other relevant test results. Our veterinarians can thoroughly review your pet’s case and provide the safest and most effective treatment plan.

Admission Policy For Surgical And Non-Surgical Patients

For hydrotherapy sessions at Panacea Vets, if your pet is under the care of another clinic, we require their complete medical history to be provided upon booking the trial session. This includes all X-rays and other relevant test results. Our veterinarians can thoroughly review your pet’s case and provide the safest and most effective treatment plan.

To help your pet’s admission and surgery process go as smoothly as possible, please review the following guidelines:

Fasting Requirements:

  • For Surgical Patients: Pets must fast from food (not water) 6-8 hours before the scheduled procedure. The last meal should be a moist diet, either canned or dry food soaked with water. Avoid prolonged fasting, as this can increase the risk of gastro-esophageal regurgitation.

Drop-Off Timing:

  • Drop-off times are typically between 8:00 am and 9:30 am, though we can adjust this to accommodate your schedule. During admission, please allow 10-15 minutes for check-in.
  • Pre-Surgery Wait: After admission, your pet will stay in a comfortable cage while we conduct pre-operative procedures (blood tests, exams, etc.) and prepare for surgery. To streamline the process, we generally admit patients earlier rather than directly before surgery. However, exceptions can be made if needed; please discuss any specific timing concerns with our team.

Check-In Process:

  • Our veterinary assistants or nurses handle admissions, who will ask a few brief questions and complete minimal paperwork.
  • If your pet is on any medication, please consult the veterinarian about morning doses before the day of admission.

Deposit Requirement:

  • For all surgical cases, a minimum deposit of 1,500 AED (or up to 100%of the estimated cost) is required at admission.

Discharge Process:

  • Discharge times are generally in the late afternoon or evening, depending on when the procedure is completed. Please allow sufficient time for our team to go over post-operative care instructions in detail. We request that you arrive punctually and without any urgent commitments to ensure you have time to thoroughly discuss your pet’s care.

Visitation And In-Patient Policies

At Panacea Vets, we strive to provide the best care for your pets while maintaining a safe and structured environment. Please review our visitation and in-patient policies:

Visiting Hours:

  • 11:00 AM – 12:00 PM
  • 5:00 PM – 7:00 PM

If these times are inconvenient, we will accommodate your needs upon prior agreement.

General Guidelines:

1. Visitor Limit: At most, two visitors per visit are allowed in the ward.

2. Procedures in Progress: You may be asked to leave the room if a procedure needs to be performed.

3. Photography & Video: Taking pictures or videos of patients other than your pet is strictly prohibited.

4. Home Comforts:

  • You are welcome to bring items from home for your pet (e.g., blankets, toys).
  • This is especially important for cats to provide a sense of familiarity.
  • Please note that these items may become soiled and will be laundered. Due to the volume of laundry, tracking specific items can be challenging, so only bring items you are comfortable potentially losing.

5. Updates:

  • Daily Updates: Written and video updates on hospitalized patients are sent from 10:00 AM onwards. However, this may vary based on workload.
  • Critical Cases: The veterinarian will call directly to update the most critical patients. Our nurses and assistants provide updates for non-critical cases.
  • Veterinarian Callbacks: If you wish to speak specifically with a veterinarian, please request a callback.

6. Financials:

  • Daily Outstanding Updates: The reception team will send you an evening update on your outstanding balance.
  • Payment Policy: To ensure transparency and continuity of care, payment is required once your outstanding balance reaches 2,000 AED.

7. Infectious Cases:

  • If your pet has a contagious disease, we request you refrain from visiting to prevent the spread of infection. If a visit is necessary, you must wear full protective gear.

8. Restricted Visitation:

  • Visits outside regular hospital hours or overnight stays are not allowed.

Prescription And Refill Policies

At Panacea Vets, we aim to ensure the safe and timely provision of medications for your pets. Please review our prescription and refill policies:

Medication Refills:

  • Medications are usually refilled for two months at a time. After this period, a new refill request is needed.

Advance Notice:

  • Please notify us at least 7 days in advance when requesting a refill, as some medications may experience supplier shortages.

Chronic Medications:

  • Patients on chronic medications must undergo an examination by our veterinarians and have blood tests performed at least twice a year to ensure the treatment’s safety and effectiveness. Each treatment is unique and may require more or less frequent check-ups; therefore, we will provide tailored advice with each refill request.

Out-of-Country Prescriptions:

  • If you require a prescription to refill medications outside the country, a fee of 120 AED per prescription applies.

Medications Prescribed by Other Veterinarians:

  • We can provide medications with a valid prescription from another veterinarian as long as it is no more than one month old.

Prescription Diets:

  • Prescription diets do not require a prescription from another veterinarian.

Policy On Returns Of Medications And Food

We do not accept returns of opened medications or food unless the prescribed treatment is inappropriate. This policy is in place to ensure safety, as we cannot guarantee proper storage conditions once the product has left our care, especially considering the high temperatures in our region.

Policy On Infectious Disease Risks

At Panacea Vets, we take every precaution to minimize the spread of infectious diseases among hospitalized patients. However, pet owners need to understand that when a patient spends extended time in the hospital, there is always a possibility of contracting an infectious disease.

Vaccination Status:

  • Unvaccinated patients are at a significantly greater risk.
  • Patients with inadequate or overdue vaccinations also face increased susceptibility.

Existing Illness:

  • Due to their underlying illness or weakened immune system, some patients may still contract diseases despite our precautions.