Meet the Tooronga trio behind our ‘transparent practice’

Our co-owners - Dr Jim Smith, Dr Adem Marcan and Dr Andrew Nicholls - were delighted to be interviewed by Frank Leggett at Vet Practice Magazine recently to talk about our forward thinking approach to veterinary care.

The feature delved into our vision of a ‘transparent practice’ - something we’ve championed at our Hawthorn East practice since we opened in 2024. 

But what does that really mean for the pets we treat and their pet parents?

Dr Andrew, Dr Jim and Dr Adem, Tooronga Veterinay Hospital Directors.

What does ‘transparent practice’ mean? 

The concept of ‘open’ veterinary hospitals is something that’s been gaining popularity across the veterinary sector for the past few years. What it essentially means is a different approach to vet care that makes owners an active participant in the care of their animals.

So, rather than leaving pet parents worrying in the waiting room, we’re able to invite them behind the scenes to see their pet's treatment in action. 

At Tooronga Veterinary Hospital, while we love the concept of ‘open hospitals’ we weren’t keen on the term - that’s why we prefer to call ourselves a ‘transparent practice’. We’re not ‘open’ in the sense that pet owners have free access to the practice, but rather they can stay close to their pets during treatment.

We welcome pet parents into our treatment rooms, making sure that they’re involved in key treatment decisions and even there during recovery.

Dr Jim Smith BVSc, MBA with dog outside Tooronga Veterinary Hospital.

Why is transparency important?

As any pet owner will testify, having an unwell pet can be a really worrying time, especially if you feel like you’re being left out of the loop when it comes to your pet’s treatment.

Giving pet owners the ability to play a bigger role in their pet’s treatment plans helps them to feel more informed about procedures, medications and even the equipment we’re using, giving them peace of mind, building trust and crucially minimising stress for both the owners and their animals.

This transparency throughout the process also fosters a stronger sense of trust and appreciation, especially in instances where pet’s may unexpectedly need higher levels of care. It also mitigates some of the financial worry that can come with the cost of veterinary treatment by keeping owners informed and involved at every stage. 

Respectful boundaries

While we always want to make sure the pets in our care and their owners feel comfortable, we also have to maintain some boundaries to keep our team and the animals in our care safe.

For example, while we allow pet owners to be with their pets while they’re being sedated ahead of a surgical procedure and in the post-op recovery room afterwards, our theatres remain restricted.

Similarly, if a pet develops an adverse reaction to treatment or their condition rapidly deteriorates, we may ask pet parents to momentarily step out of the treatment room. It’s important for us to maintain the balance between customers feeling informed, but not overwhelmed.  

Tooronga veterinary nurse with cat.

Why it matters

By blending transparency, empathy, and cutting-edge facilities, we’ve redefined pet care in Melbourne. Pet parents feel informed, involved, and reassured, pets recover in a familiar presence and staff thrive in a respectful, communicative environment.

As Dr Nicholls puts it: “If you’re good at what you do, you shouldn’t have anything to hide.”

To read the full article in Vet Practice Magazine, visit vetpracticemag.com.au.