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Working in an emergency veterinary service means dealing with life and death cases, long hours and emotional clients; but there’s joy and satisfaction, too. By Kerryn Ramsey
One of the biggest challenges running an emergency service is that you are constantly dealing with critically unwell animals and people who are emotionally at rock bottom. Emergency hospitals work under constant pressure, where quick decisions and skilled action can mean the difference between life and death. Even in the face of frequent loss, there’s a deep sense of purpose in saving lives when it counts most.
“The biggest issue from a management point of view is finding staff that can handle the stress and pressure of the job while dealing with clients at their lowest ebb,” says Dr Heather Russell. Dr Russell is the hospital superintendent at Northside Emergency Veterinary Service (NEVS), a large facility in the Sydney suburb of Terrey Hills. “The other challenge is finding staff who are willing to work unsociable hours and handle the emotional toll of the job. That’s why the team at NEVS is so special; we’re incredibly close-knit. We debrief often, support each other, and make sure no-one carries the weight alone. That kind of teamwork makes all the difference.”
Northside Emergency Veterinary Services operates 365 days a year. It is fully equipped to immediately deal with virtually all emergency situations. Its facilities include a hospital and surgical theatre suite, an ICU, an onsite pathology lab, digital X-ray and ultrasound facilities, an endoscopy suite and a pet pharmacy. Dr Russell has worked there since 2011.
“I have a post-grad certificate in emergency and critical care through the University of Melbourne,” she says. “I love everything about the job—it’s fascinating, exciting and you never know what’s going to walk through the door. It’s a great career.”
Common emergencies
Being situated between Sydney’s North Shore and Northern Beaches, a frequent emergency is dealing with paralysis ticks in dogs, particularly from September to January. Clients often notice something is wrong with their pet at night and will come straight to NEVS.
The biggest issue from a management point of view is finding staff that can handle the stress and pressure of the job while dealing with clients at their lowest ebb.
Dr Heather Russell, hospital superintendent, NEVS
As pets are increasingly looked upon as part of the family, people are more inclined to visit an emergency service if something is perceived to be wrong. People expect care for their pets that’s on par with what’s available for humans.
“We see everything from 1080 poisonings and death adder bites to car accidents and pets that have eaten something toxic,” says Dr Russell. “Our vets can often be found making dogs vomit up foreign objects or performing emergency surgeries. We also treat cases that aren’t always urgent but come in after hours—things like conjunctivitis, vomiting, or diarrhoea. It’s unpredictable and fast-paced, which is exactly what I love about it.”
Unique business model
NEVS started 36 years ago when a number of local vets realised they were exhausted and decided to do something about it. They set up an emergency after-hours service with a dedicated vet. The animals would go back to their clinics in the morning. It was a collegial effort where all members put in money to pay for the overnight vet.
“It’s grown over the last 36 years while emergency and critical care has become a specialty and career path in its own right,” says Dr Russell. “It’s still the same business model with the cost spread among members who are local vets. We’re a break-even operation.”
The membership fee paid by vets also provides some privileges. When patients are transferred to NEVS, they don’t charge extra consult fees. They also provide a complimentary transfer back to the original practice when the patient is stable. This allows the pet to be treated by the vet that the client knows and trusts.
“Our main mission is to do what’s right for the animal,” says Dr Russell. “As a result, NEVS has built a wonderful community of local vets. It’s a unique business model.”
Staffing issues
Due to the nature of the work and the extended hours it can be difficult to find and retain staff in an emergency clinic. For the right type of person, however, the job is a perfect fit.
“We have a longstanding team at NEVS,” says Dr Russell. “It’s a lovely place to work with a supportive veterinary community around us. Through the week, we open at 5pm and finish at 9am. Sometimes I’m here through the day, other times it’s an overnight shift, and sometimes a late afternoon weekend shift. Our vets are on a regular fortnightly roster with time off in between shifts to enjoy a good work-life balance.”
While the working hours may put some people off, others, like Dr Russell, embrace the opportunity.
“To be an emergency vet, you need to be a team player and a good communicator,” she says. “You are constantly dealing with people in a high emotional state and you need to be able to gain their trust quickly. A lot of things can happen at once so you must have the ability to multi-task without getting frazzled. And you need to be adaptable. When things aren’t going to plan, you have to be flexible and change direction.”
Job satisfaction
While the job offers a multitude of challenges, there is a great deal of satisfaction in being an emergency vet. Working experiences can be as dramatic as snatching an animal back from the jaws of death to as gentle as aiding an animal at the end stage of life by making them comfortable and giving the owner a little extra time.
“We celebrate the big wins and the small,” says Dr Russell. “It’s a privilege to be trusted with the lives of these animals and for the owners, there is nothing more important. I don’t know what my future holds at NEVS but I’m excited to continue the journey. It has a great ethos, a great community and I enjoy every minute of it. I’ll probably be there forever.
