-send welcome letter signed by all vets to new clients
-have new clients come in 15 min ahead of appt to obtain info
-don’t let brand new clients drop off or have tech appt–build vet relationship FIRST
-verify address & phone number with clients every visit
-get SSN/DL from new clients
-type pet name in all-caps every time (computer/file/radiographs/etc)
-answer phone: business name, this is _____, how may I help you?
-note when owners call, we receive fax, etc in file
-write date and time faxes are sent in the file
-have receptionist give reminder calls to every appointment and surgery a day ahead of time
-each animal (not client) counts as one appointment
-if confirmation call shows old client info, put post-it in chart to remind all to get new info @ appt
-ALWAYS have someone up front
-receptionist writes history in file before turning over to tech
-take euthanasia right in exam room—no waiting in reception
-set aside time on schedule every day for emergencies–do not fill this appt time w/non-emergencies
-NO same-day (non-EMX) appts!!! People come to expect it, and it’s not always possible
-pre-print invoices for rx refills, drop offs, sx so they are ready to check out quickly
-staple receipts together
-send sympathy cards signed by all staff to dead pet’s homes
-TPR stamp in file for every animal that walks through the door
-have techs re-iterate history with owner and collect vitals on each pet before exams
-introduce self (and anyone else [observers/tech/etc] in room) to the client
-do a complete exam in front of the owner
-take animal out of exam room to draw blood
-NO owners in back, or ever restraining their own animals
-use gloves for fractious cats
-use muzzles for aggressive dogs
-use smaller gauge needles for smaller animals (even for SQ fluids!)
-schedule time for tech appts–less than 30 min slots?
-each person puts initials in files to indicate they are finished charting and hold them accountable
-keep checklists for stuff:
opening/closing
sx set up/clean up
cleaning
to-do timelines daily/weekly/monthly/yearly
-if rx changes, write lg, highlighted triangle in margin of chart
-send meds in a bag
-lint roll all surgery drapes/towels
-change mop water daily & mop sx room with freshest water
– call surgeries after they are finished that day
-no separate “vet notes”–especially if it takes time outside of appt to write them
-keep a day sheet with animal name, breed, vet, all procedures w/boxes to check off for ALL animals in cages/runs
-sock friends (tube socks filled with 4-5 C white rice and microwaved for 4 min) for sx prep, sx, recovering, small puppies, critical animals
-don’t let mother dogs stay in the building during tail docking/dew claws
-cat abdominal films: (kvp 53 for skinny, up to 65 for large, fat cats) 300; 1/60; 5.0
-cat thorax: (kvp 53 for skinny, up to 65 for large, fat cats) 300; 1/120; 2.5
-cat extremities: look good w/abdominal settings
-to soak feet (in salt, scub, etc) put liquid in a plastic bag and hold over foot.
-NEVER interrupt vets in exams/surgery
-autoclave syringes if they must be re-used
-send home typed instructions after procedures
-keep all SOAP sheets of dead animals in chart, just flip backwards to indicate break
-complementary bath to dogs that board a certain time—don’t include nail trim/anal glands
-groom-aid ALL animals that leave the hospital
-lock owner’s signature stamp in safe at night
-lock up all controlled substances during night
-no clinic animals!
Catty Remarks