Interactions regarding Appointments

Reasons for Veterinary Care (9)

1. small animal advice

2. small animal emergencies

3. small animal products

4. large animal advice

5. large animal emergencies

6. large animal products

7. fee/product inquiries

8. response to media

9. referrals

how fast should the phone be picked up

within 3 rings

things you should do (5)

1. Introduce yourself

2. Speak clearly.

3. Listen to requests.

4. Make the kind of call you’d like to receive.

5. Leave sufficient voicemails.

things you should not do (5)

1. Don’t answer the phone too casually.

2. Don’t leave people on hold for a long period of time.

3. Don’t talk with your mouth full.

4. Don’t use slang.

5. Don’t speak too loudly.

what clinic items can help make good impressions (8)

1. outdoor sign

2. parking lot

3. sidewalk/walkway

4. front door/entryway

5. sitting room/reception area

6. reception desk

7. exam room

8. staff

admission forms MUST include (6)

1. Patient Information

2. Client Information

3. Description of procedures

4. Estimate of costs

5. Telephone number (where they can be reached!)

6. Pick-up time

define informed consent

providing sufficient information to the client to allow an informed decision to take place.  It is truly when the client has a complete understanding around all the procedures being done to their animal.

how many days later should u do a check up call on routine surgery (range)

1 - 2 days

how many days later should u do a check up call on critical cases

within 24hrs

how many days later should u do a check up call on orthopedics surgery (3)

1, 4, and 8 weeks