Kennel Attendant

KENNEL ATTENDANT







PROCEDURES









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TABLE OF CONTENTS

11000 - Kennel Attendant Position Agreement ......................................................................................... 1
11002v - Anal Gland Expression ................................................................................................................. 3
11004 - Bathing, Drying and Grooming Prep ............................................................................................. 5
11006v – Boarder Possessions and Meds .................................................................................................. 7
11008 – Checklists for Kennel .................................................................................................................. 10
11010v – Cleaning Cages and Cat Condos ................................................................................................ 12
11011v – Cleaning Floors (vacuuming and mopping) .............................................................................. 13
11012v – Cleaning Food Bowls ................................................................................................................. 16
11013v – Cleaning Luxury Suites .............................................................................................................. 17
11014v – Cleaning Restrooms .................................................................................................................. 19
11016v – Cleaning the Break Room ......................................................................................................... 21
11022v – Cleaning Runs ........................................................................................................................... 22
11023v – Cleaning Windows .................................................................................................................... 24
11024 – Doggie Daycare ........................................................................................................................... 25
11026 - Doggie Daycare Go-Home Card ................................................................................................... 28
11030v – Feeding Guidelines ................................................................................................................... 29
11032 – ID Collars for Patients ................................................................................................................. 30
11034 – Litter Box Cleaning ..................................................................................................................... 32
11036 – Medicating Boarders .................................................................................................................. 33
11037 – Monitoring & Reporting Problems with Boarders ..................................................................... 36
11038 – Mop Water Mixing ..................................................................................................................... 37
11040 – Order of Kennel Duties ............................................................................................................... 39
11042 – Poop Scooping ............................................................................................................................ 41
11044 – Release of Boarding or Grooming Pets ...................................................................................... 42
11046 – Restraint and Control of Pets ..................................................................................................... 44
11050 – Spray Cleaner Mixing .................................................................................................................. 55
11052 – Temperament Test ..................................................................................................................... 57
11054v - Trash Emptying .......................................................................................................................... 59
11056 – Walkie Talkies ............................................................................................................................. 61
11058 – Walking Dogs .............................................................................................................................. 63




























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11000 - Kennel Attendant Position Agreement


POSITION TITLE: Kennel Attendant

SUPERVISOR’S POSITION: Kennel Manager

RESULT STATEMENT: To maintain the highest quality care and boarding records for boarding,
daycare and grooming patients. All clients’ expectations have been met
or exceeded. To keep a clean and organized kennel area AT ALL TIMES.




TACTICAL RESPONSIBILITES:
1. Highest quality patient care with boarders. This includes feeding,
exercising, and medicating.
2. Highest quality bathing, nail trims, and bath packages.
3. Proper boarding and bathing record keeping (paper and electronic
records, and client forms).
4. Proper labeling, storage, usage, and returning or personal
possessions brought by clients.
5. Maintain a METICOUSLY clean and organized kennel, food prep,
laundry area, bathing area, cat boarding, storeroom, and pet
walking areas.
6. Keep the hospital clean and trash emptied throughout the hospital.
7. Client expectations are met and exceeded to the point of referring
others for boarding and bathing without being asked.

STANDARDS:

HOSPITAL-WIDE:


1. All work will be performed in accordance with Hospital Policies.
2. All work will be performed according to the General Hospital
Procedures.
3. Supervisor will be notified of any issues to be resolved or deadlines
that cannot be met well in advance of the due date.


TWO RULES: Non-negotiable and Consistent
1. All pets properly cared for on time.
2. Hospital STAYS meticulously clean and organized









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SIGNATURES:



Statement of the position holder:

I accept the accountabilities of this position and agree to produce the results, perform the
work, and meet the standards set forth in the Hospital Policies and General Procedures.



Date: _________Signature: __________________________Printed Name: _____________________




Statement of the position holder’s supervisor:

I agree to provide a working environment, necessary resources, and appropriate training to
enable the accountabilities of this position (result, work, standards) to be accomplished.



Date: _________Signature: __________________________ Printed Name: _________________












































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11002v - Anal Gland Expression


Result Statement: To assure anal glands are completely empty and normal all on patients.
When found to be abnormal or not able to be properly emptied the
patient is referred to our technicians and possibly to a doctor after.





Primary Responsible Position: Bather

Participating Positions: Kennel Attendants, Techs, TA’s, Groomers, and Doctors.


How to Express Anal Glands:

1. Muzzle the dog with the proper size of muzzle. See “patient
handling” in the main “policies” section of our hospital manual.
2. Place small dogs on the exam table, larger dogs will stay on the
floor.
3. Have a staff member (ASSISTANCE IS REQUIRED!) hold the dog with
one arm around the chest and their other arm under the belly.
4. Assure the pets rear-end is aiming out to the end of the table so it’s
comfortable for you. Don’t even start if the pet is not in a good
position.
5. The staff member performing procedure will put on latex gloves.
6. Place lube on finger generously and to the outside of the anus.
7. Use free hand to lift tail
8. Insert index finger of the gloved hand in anus and feel for anal
glands. They will feel like a pea or larger at 4 and 8 o’clock.
9. Once you feel the glands, squeeze them outward using index finger
and thumb while holding and open paper towel over the entire area
before squeezing.
10. Both anal glands must be confirmed empty. Some are much harder
to express than others. Be careful and get help if needed.
11. When glands are completely expressed, throw away the glove with
the paper towel inside the glove and the glove tied in a knot. If
there is any anal gland material not sealed in the glove the trash is
taken to the back so it does not leave odors in our working area.
12. Clean the dog’s bottom with waterless shampoo and paper towel. If
being bathed immediately after, this area can be thoroughly
cleaned during the bath.




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13. When patient is returned to the owner there should be
ABSOLUTELY NO ANAL GLAND ODOR….EVER!
14. Spray the anal area with perfume

Drill/Quiz for “Anal Gland Expression”:


1. On a clock face what times are the anal glands located?
2. What do the anal glands feel like?
3. Do you get help when doing anal glands? Can you do them by yourself?
4. How do you have the dog positioned before you start? Should the dog be muzzled? Every
time?
5. What if there is very minor lingering anal gland owner when you bring the dog back to the
owner? Is that okay?
6. Demonstrate to trainer you can proper express anal glands on two pets.

























































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11004 - Bathing, Drying and Grooming Prep


Results Statement: To assure high quality pet bathing and grooming. We always exceeding
client expectations with bathing and grooming. We do this by bathing,
drying, and prepping grooms the same way, in the same order, within a
certain time limit.





Order of Grooming Services: Rough in --> prep. --> bath --> groom --> blow out

Prepping:

1. Cut or Dremel nails: ALWAYS ask for assistance from kennel
assistant or treatment staff. NEVER DO THIS ALONE!
2. Clean ears: This can be done alone in most cases.
3. Express anal glands: May be done in the tub. ALWAYS ask for
assistance from kennel assistant or treatment staff. NEVER DO THIS
ALONE!
4. If dog is being shaved: Groomer shaves down BEFORE bath.

Bathing:

1. Ask for assistance getting dog into tub if dog is over 50 pounds
2. MAXIMUM Times for bathing dogs:
a. Small dogs – 5 minutes
b. Large dogs – 15 minutes
c. Long haired dogs – 15 minutes
d. Low-Shed Baths – 20 minutes
3. LEAVE THE ID COLLAR ON UNLESS APPROVED TO TAKE OFF BY
MANAGER OR EXEC.
4. Put dog in the tub and restrain with leash
5. Put one drop of mineral oil in each of the dog’s eyes
6. Use warm water to get the dog completely wet
7. Apply undiluted shampoo, lather well.
a. Start at the back of the neck working towards the tail, the
tummy, legs, chest, and ending with the face.
b. Be sure to clean the entire face including around the lips
and eyes.
c. Be sure to gently scrub down to the skin. AVOID GETTING
SHAMP00 IN THE EYES.
8. Towel dry the dog while in the tub

Drying:


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 After towel drying, use the force dryer to dry the pet completely dry.
 Use the cage dryer ONLY when the dog is aggressive with the force
dryer.

IMPORTANT: Empty the drain/hair trap AFTER EACH bath, before starting another. If you don’t the
tub will flood.

After Groom:

 The groomer will blow out the dog with the force dryer after the groom is
complete to remove any loose hair.



Drill Questions for Bathing, Drying, and Grooming Prep:

1. Do you cut/dremel nail or express anal glands alone?
2. What do you put in the dog’s eyes before the bath?
3. Do you remove the ID collar? Why or why not?
4. What do you do with the tub/drain? How often? Why?
5. What is the maximum amount of time to bathe a small dog? Large Dog? Long-haired dog?
Low-shed? Why would we not allow taking longer? How does this help YOU?
6. When do you use a cage dryer?
7. Who blows out the dog after the groom?








































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11006v – Boarder Possessions and Meds


Result Statement: To use personal possessions and meds brought by clients as
they wish and return those possessions in a condition better
than they brought it AT THE TIME OF CHECK-OUT JUST PRIOR
TO BRINGING THEIR PET.

Primary Responsible Positions: Kennel Attendant

Participating Positions: TA’s, Techs, and Receptionists.

How to RECEIVE the possessions:

 ALL POSSESSIONS AND MEDS MUST BE LABELED before
leaving the reception area or exam room while the client is
still in the building.
 This label must be with a permanent marker or other label
that will not wash off in the laundry.
 If any possession is NOT labeled the client is thoroughly
informed that we do not guarantee they will get it back or
that other boarders will not be using it. We tell them this in
a friendly way in that we have many pets with many pets.
This is the only way we can keep track of them.
 If a client cannot or will not label all possessions, they
should NOT LEAVE THEM WITH US. Even beds, bags of
treats, and ALL TOYS must have a label.
 All of the above possessions are clearly labeled on the
bottom of the “Boarder Med Sheet” BEFORE THE
POSSESSIONS LEAVE THE RECEPTION AREA. They are
labeled it a way they can be distinguished of other pets’
possessions.

Where we KEEP Possessions:

 Possessions that are supposed to be with the pet at all
times are kept with the pet
 Possessions that will fit in a cage-front bin are ALL kept in
the cage-front bin at all times. This makes it easier for us in
that all the forms, possessions, and meds are all kept with
the pet at all times.
 Possessions that will not fit in a cage-front bin are put in a
labeled bin in the food prep room. That bin # is listed on
the boarder med sheet at the top left.
 If they bring something huge (huge food bin, bed, etc.) we
try to fit it into a smaller container so we can fit it
reasonably with all the other boarders’ possessions.



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How we USE possessions:
 Possessions are used as indicated on the boarder med
sheet.
 Possessions are kept reasonably clean, in good condition,
and in a safe condition for the pet.
 Pets with possessions going home tomorrow will be
gathered, separated, and cleaned the night before. This
prevents us from sending home soiled or wet
possessions…or asking owner to return for pick-up.
 Possessions that get damaged are reported to the owner
THE SAME DAY by phone so they are not surprised later:
 They are told how the item got damaged.
 If it was out of our control we are not responsible
 If it was in our control we will replace or reimburse
them for the value of the possession.
 This phone call is added as a follow-up to the
patient record.
 The damage is reported on the bottom of the
boarder med sheet.
How we RETURN possessions:
 At the time of check-out all possessions are gathered up
along with the forms and boarding report cards.
 The boarder med sheet is checked to be sure you have ALL
possessions double check the bin # listed at the top.
 If you don’t have all possessions, you find them now!
 If a possession is in the laundry, you get it out now, even if
it’s wet. If wet, put it in a garbage bag. Attempt to get the
owner to take it now. It will keep them from having to
return later. Explain the client why it was being washed.
 The client is always in charge! If they don’t want to take it
now, we can wash, dry it, and call them for pick up when it’s
ready. In this case, you must put it up front in the med pick-
up area, call the client, and add a follow-up that you called
them with exactly what they are picking up.
 ALL possessions and forms are returned to the owner and
explained BEFORE THE PET IS BROUGHT UP. We make sure
they have everything and offer to help them take it to their
car.
 Finally bring the pet up to the owner as the LAST STEP. We
do this because they will not listen after they see their pet.
It may also be too much stuff to handle. It may also be
more chaotic with the pet jumping around while they carry
their possessions. See procedure “Boarder Check-Out
Without Vet Services”.





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Drill/Quiz for “Boarder Possessions:
1. Why do we have such a long procedure for boarder possessions? What would happen if we
didn’t?
2. If everyone did not follow this procedure the same how would it be for you? Would it take you
longer? Would it be more stressful? Why or why not?
3. Does everything get labeled? If so, when? What if it’s an expensive bed the client does not
want to label? What if it’s tiny toy?
4. If a client does not want to label something what do you say to them? How will you say it
nicely?
5. What do you do if a possession gets damaged while during the pet’s stay? When? Why?
6. Where do we keep all possessions if they are small?
7. If there are large possessions not kept in the cage, where do they go? How will you know where
it is (how when looking at the forms)?
8. When do we return possessions? Do you bring the pet up at the same time? Why or why not?
9. How would you prevent a possession from being dirty or in the laundry when the owner comes
to pick up? (Hint: What should be do the day before?)
10. What do you do when a possession is in the laundry at the time of pick-up? Why?
11. If an owner possession happens to be dirty when they are here to pick up what do you do or
say? Who is in charge? Role play what you will say and how with your trainer acting as the
client.














































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11008 – Checklists for Kennel


Result Statement: To ensure we have a record that the responsibilities of each and every
position is being completed as required, and to a minimum standard,
each day, in many cases twice daily.

This accomplishes two things:

1. Kennel department has a one-page representation and reminder of
all routine responsibilities
2. Executive Director/Owner are able to see that routine kennel
responsibilities are completed on a daily basis and to standard

Steps to Complete a Checklist:

 Print the “Checklist for Kennel Monday-Sunday AM or PM” found
under “Forms – Misc” in the procedure manual. KEEP a minimum
of one week supply and place them in the proper folder in the
mailbox area.
 Each staff member will get the correct checklist immediately (within
5 minutes) after clocking in for his/her shift.
 Keep this checklist in your primary work area “Food Prep” and refer
to continuously throughout your shift until it’s 100% complete
 Each staff member will complete the checklist before the end of
his/her shift.
 Each task will be completed as written in the Procedure manual.
Write YOUR initials next to each task after the task is complete. If
your initials are on the line you are responsible for it having been
completed!
 Initials are REQUIRED ON EVERY LINE. Your initials simply indicate it
has that END RESULT, even if not needing to be done that day (like a
surgery task on non-surgery day).
 The staff member will sign (and print name if signature isn’t legible)
the checklist when submitting the completed list. YOUR SIGNATURE
at the bottom is YOUR ASSURANCE IT ALL HAS BEEN DONE.
 If the checklist is incomplete or if items are initialed but not done it
can be grounds for termination. This is how we assure all the
patients have been taken care of properly!









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Where to Turn in: After each checklist is 100% complete (with mgr signature) they will
be turned in to your Department Manager’s mailbox.








Approval by Managers: Each staff member must have their completed checklist reviewed
for completeness by a manager, or person in charge, (not a
colleague or other non-supervisor) before leaving for the day.

If a manager is not working at the end of a shift you must write on
the checklist that this is the case and initial it.



What the Managers Do: The manager reviewing the completed checklist will randomly pick
at least THREE tasks to physically check for accurate completion and
initial next to the task. Managers: Don’t initial without checking as
you, the manager, will be also be accountable.

o Discrepancies will be immediately corrected prior to leaving
your shift.
o The on-site manager will be responsible for reviewed
checklists after they sign-off.


Drill/Quiz for “Checklists for Kennel”:


1. Why is it important to complete the checklist? How does it make your job better?
2. What would happen if we did not have checklists?
3. What would happen if we did not require every item to be completed before leaving?
4. What would happen if managers did not double check the checklists?
5. Who keeps a stock of checklist printed for their area? How many will they keep printed?
6. Who is responsible for completing a checklist?
7. May a staff member leave without completing his/her checklist?
8. Who reviews the checklist? When? Why?
9. Where are the checklist put after they are reviewed? By whom?
10. Who reviews the checklist? When? Why?
11. Where are the checklist put after they are reviewed? By whom?




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11010v – Cleaning Cages and Cat Condos


Results Statement: To achieve great patient care by cleaning each cage and cat condo
efficiently and thoroughly





Primary Responsible Position: Kennel Attendant

How to Clean a Cage or Cat Condo:

1. Gather the following supplies:
a. Spray Cleaner (see “Spray Cleaner Mixing”)
b. Paper Towels
c. Trash can.
2. Move pet into a clean cage or condo
3. Remove any food, possessions, and/or water bowls.
a. Replace in the new cage
4. Scoop poop and throw into trash that will be taken out immediately
after.
5. Every cage has SIX SIDES. Cat condos have more because of the
ledges.
6. Spray mixed spray cleaner on all walls and ceiling of cage as well as
cage door.
7. Wipe down thoroughly with only 1-2 PAPER TOWELS.
8. Take the trash with poop out to the dumpster immediately. This
keeps our rooms smelling good at all times.

Drill/Quiz for Cleaning Cages:

1. Why do we clean cages a certain way?
2. Name the six sides of a cage.
3. What could happen if we did not clean all six sides of a cage? For the pet? Then for the
hospital? How would this affect YOUR job?
4. Gather all supplies around a cage of your choice. Go get your trainer.
5. Clean a cage in front of your trainer as listed. Get a pass and sign-off when both you and your
trainer are comfortable you will do it this way every time, every day.








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11011v – Cleaning Floors (vacuuming and mopping)


Result Statement: To maintain our third highest prior of meticulously clean hospital. This
also maintains our top two priority of patient care (clean floors make
patients safer) and client service (clients judge us by how clean the
hospital is).





Primary Responsible Position: Kennel Attendant

WHEN to vacuum and Mop:


 Start within 30 minutes of closing
 In addition, when ANY areas need it using good judgment. We KEEP
clean floors all the time, in every room.

What order:


1. Main Restroom & Reception. Never vacuum or mop within 15 feet of
any client. It is annoying to them and makes them feel like we want
them to leave.
2. Side Office (Law & Post Office)
3. All Exam Rooms
4. Lab & Pharmacy Area
5. Treatment Restroom & Treatment Area
6. Doctor’s Office Carpet
7. Food Prep, Laundry & Food Storage Area
8. Weekend Boarding Area



How to Vacuum: Shoulder Pack Vacuum will be used (no exceptions) at all times before
wet mopping. If patients’ or visiting pets’ are present in the front lobby,
wait before vacuuming that area to prevent the animal to be fearful of
the noise or device.

 BEORE YOU START EVERY SINGLE TIME: Open Canister and check
Paper Filter Bag for debris. If debris present dump contents of Paper
Filter Bag into main garbage container.
 Replace filter bag back into canister and secure shut before starting to
vacuum.
 Place your arms through both straps
 Position vacuum comfortably on the center of your back

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 Connect the clips to securely position vacuum to your body
 Take 100-foot Extension Cord and connect to short cord of vacuum
 Connect cord to receive power at various areas and commence to
vacuum all above area floors and rugs (including Dr. Office)
 There will be no hair, dirt, or debris on the floors when finished,
including corners, carpets, baseboards, behind doors, etc
 Dump Paper Filter Bag contents into main garbage once vacuuming is
completed.

How to Mop:

 DO NOT use dirty solution water to clean the hospital.
 Prepare fresh Solution Buckets as needed to thoroughly clean the floors.
 ALWAYS MEASURE the amount of Cleaning/Disinfectant ( DO NOT
EYEBALL AMOUNT ). See procedure “mop water mixing”.
 If the mop buckets are hard to push: Check first that the wheel brake
did not accidently get placed in a lock position, otherwise you may need
to turn over the empty bucket and check the wheels and remove any
excess fur that is caught in the small casters.
 If clients and/or patients are still in the exam rooms, damp mopping will
not commence until they have vacated the building
 Use Proper Protective Equipment whenever handling any chemical
solution
 Always place a Wet Floor sign in high traffic areas to minimize any
hazards
 Let staff know less traffic area that you have recently mopped so that
they are aware of potential hazards
 Dump dirty water down floor base sink in the Janitorial Closet
 Rinse Mop Bucket and place dirty mop head in laundry basket for
cleaning
 Refer to You Tube Video “How to Damp Mop Floors” presented by
Parrish Supply Company ( 3:55 minute Video). Mop in a “figure 8”
pattern making sure to cover every square inch of the floors including
the corners.





















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Drill/Quiz for “Cleaning Floors”:

1. Describe in your own words the result statement?
2. Why are we so specific on this procedure? What would happen if each person did this
differently? At a different time or order?
3. When do you vacuum and mop?
4. What is the progression for end of day cleaning?
5. Can you use a broom and dust pan or Dry mop to clean the floors?
6. Why is it important to follow this procedure?
7. LIVE DRILL PART ONE. Show how you would empty the vacuum? Show how you would
handle the vacuum when you are cleaning the floors? What additional tools do you use?
8. LIVE DRILL PART TWO. Show the complete process from start to finish. Drill to be conducted
after hours

























































[15]

11012v – Cleaning Food Bowls


Result Statement: To assure patient safety by properly cleaning dog/cat food bowls





Primary Responsible Position: Kennel Attendant

Why: Properly cleaned food bowls prevents disease.


How:

 All boarding pets get a new clean food bowl DAILY, even if they don’t look dirty.
 Gather all dirty bowls and empty all contents not appropriate for the sink drain into the trash
 In the food prep room fill one side of the sink with hot water
 Add a small amount of dish soap to hot water and let mix.
 Set the dirty bowls in the hot soapy water and let soak for a minute.
 Grab a bowl that has been soaking, and with a scrub brush, scrub all surfaces of the bowl,
INCLUDING the outer sides and bottom, insuring all debris is scrubbed off the bowl.
 With the scrubbed bowl, run clean water in the empty side of the sink, and rinse all the soap and
any debris/suds off until the water runs clean again.
 Place dishes in drying rack.
 With a clean dry towel, wipe dishes dry.
 Once all dishes are clean and dried, place in appropriate cabinet.
 Change out towel under drying rack
 Drain out soapy water
 Clean out drains and throw away any food particles/debris from sink into garbage can
 Wipe counter and sink dry with a clean paper towel.

Drill/Quiz for “Cleaning Food Bowls”:

1. Why is it important to have thoroughly cleaned bowls?
2. How often do you clean pet food bowls?
3. Go into the food prep room with your trainer. Show your trainer how you clean the bowl, put in
drying rack, and clean up after. Get a pass when both you and your trainer are sure you will do
it this way every time.











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11013v – Cleaning Luxury Suites


Results Statement: To achieve great patient care by cleaning each suite efficiently and
thoroughly





Primary Responsible Position: Kennel Attendant

How to Clean a Luxury Suite:
9. Gather the following supplies:
a. Mop Bucket with clean mop head and clean mop water (see
“Mop Water Mixing”)
b. Broom and dust pan
c. Spray Cleaner (See “Spray Cleaner Mixing”)
d. Windex or our current window spray cleaner.
e. Kennel trash can with bag (to fill with trash, poop, spilled
food, hair, etc.)
10. Move the dog to a clean run, luxury suite, or cage if they have not
gone home
11. Remove the raised bed, bowls, possessions, or blankets from the
suite
12. Scoop poop and all spilled food. Throw these in the trash.
13. Sweep the floor with broom and dust pan, even if it looks clean on
the floor. Often times there is hair on the floor of the run you
cannot easily see.
14. Spray all four walls from waist-high down to the floor with spray
cleaner.
15. Wipe the four walls clean of the spray cleaner using approx. 2-3
paper towels per wall.
16. Mop the entire suite floor with clean mop and clean water. See
“Cleaning Floors”.
17. Spray the raised vinyl bed with spray cleaner and wipe clean with
only 2-3 paper towels.
18. Clean all boarder posessions as needed (using good judgment),
including washing blankets and replacing if needed (See
“Possessions of Boarders”)
19. Move the bed, clean bedding, and clean possessions back into the
suite.





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20. When all luxury suites have been cleaned, sweep and mop the hall
between the suites. This is required because there is so many foot
prints and debris after walking these pets.
21. We cannot use the garden hose in the luxury suites AT ALL for two
reasons:
a. The water will go into the sheetrock where wall meets the
floor and rot away the sheetrock, even behind the wall tiles.
The walls are not built with concrete blocks or waterproof
like the runs which are sprayed with the garden hose.
b. The floors are not sloped to allow the water to run into the
drains which will make the water damage to the walls even
worse. The floors in the runs have a slope to the drains.
22. There is NO need to pour bleach down any drain with routine daily
run cleaning.
a. It is unnecessary for cleanliness and causes corrosion to
drains, pipes, and potentially your clothing.
23. The entire process should be able to be done from start to finish for
each suite in less than EIGHT minutes.

Drill/Quiz for “Cleaning Luxury Suites”:

1. What do you use to clean the luxury suite walls?
2. How many paper towels should you use to clean each wall? The bed? Why not more?
3. Can you use the garden hose to clean the luxury suites? Why or why not?
4. Explain how you clean the floors in luxury suites?
5. Is there a need to pour bleach down the drains daily? Why or why not?
6. Why do we have this specific way to clean luxury suites? What would happen if each kennel
staff member did it differently? Used more paper towels? Did not lean the hallway after the
suites? What would happen for the clients? For the hospital? For you?
7. Go to the kennel with your trainer. Clean one suite from start to finish in front of your trainer.
Practice as many times as necessary until you can clean it effectively in less than 8 minutes.
8. Get a pass and sign off only after you have done all of the above.



















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11014v – Cleaning Restrooms


Results Statement: To maintain clean and sanitary restrooms at all times. This also
maintains our third highest priority of keep the hospital meticulously
clean and organized.







Primary Responsible Position: Kennel Attendants.

How: Gather all necessary supplies in the large rolling trash can slots or
cleaning caddy

a. Gloves
b. toilet tissue
c. paper towels
d. hand soap
e. toilet cleaner and brush
f. bathroom cleaner
g. Windex or other glass cleaner
h. mop and mop bucket w/ water & disinfectant
i. trash bags

 Fill paper towels
 Replace toilet tissue, if needed
 Spray mirror with Windex and wipe clean
 Spray sink with cleaner and wipe clean
 Refill hand soap
 Put toilet cleaner in toilet and clean with brush
 Spray cleaner on toilet top to bottom, including base
 Wipe toilet clean, including under the seat and the base.
 Empty the trash can and replace bag immediately (see “trash
emptying” procedure)
 Clean the outside the of trash can with cleaner
 Replace trash bag with a new one
 Wipe the (silver) bars clean with cleaner
 Sweep the floor (see “cleaning floors” procedure)
 Mop the floor (see “cleaning floors” procedure)










[19]

Drill/Quiz for Cleaning Restrooms:

1. Why do we clean restrooms this way? How does it affect our client’s perception of us? What if
we missed a spot?
2. How often do you clean restrooms.
3. With your trainer present go through an actual cleaning of at least one restroom start to finish
(minus sweeping and mopping). Get a pass when you do it completely and to the proper
standard and in in less than 15 minutes.



































































[20]

11016v – Cleaning the Break Room


Result Statement: To ensure the staff lounge STAYS meticulously clean and organized, the
same as the rest of the hospital. We do this by following the steps
below daily on the kennel PM checklist.







Primary Responsible Position: Kennel Attendant


How:

 Clean table, counters, seat backs, and seat bottoms with standard
hospital spray cleaner (see procedure “Spray Cleaner Mixing”).
 If you find ANY dirty dishes or containers lying around or in the sink
throw them away! Each staff member is responsible for cleaning
their own.
 Open the refrigerator. Wipe up any spills or messes. Throw away
EVERTHING that old enough you would not eat it today. Throw
away the container too. Each staff member is responsible for keep
the fridge free of this stuff.
 Clean microwave every Friday. Remove tray and was. Dry before
putting it back. Don’t spray cleaner in the microwave. Spray a paper
towel and wipe the inside and outside.
 Take out trash, put in new liner. See “Trash Emptying”.
 Put the chairs upside-down over the edge of the table so the floor is
more open for cleaning.
 Pick up everything off the floor. The only things that should be on
the floor is the table, lockers, and trash can.
 Vacuum the entire floor. This includes under the table, sink, and
lockers.
 Mop the entire floor. This includes under the table, sink, and
lockers.

Drill/Quiz for “Cleaning the Break Room”:

1. Why do we clean the lounge this way and daily? What would happen if we did not? What if
everyone did it a different way?
2. How does this cleaning relate to the top three priorities in the hospital?
3. What do you do with any dirty dishes or containers you find laying around or in the sink? Why?
4. What do you do with the stuff in the refrigerator? What parts of the floor do you clean?
5. How and when do you clean the microwave?



[21]

11022v – Cleaning Runs


Results Statement: To assure dog runs are cleaned efficiently and thoroughly resulting in
safe and sanitary place for dogs to stay.





Primary Responsible Position: Kennel Attendant

Participating Positions: Student Intern, Bather


How to Clean a Dog Run:

1. Gather the following supplies:
a. Deck brush
b. Spray bottle of Kennelsol
c. Garden hose from kennel turned on with cold water only
d. Kennel trash can with bag (to fill with trash, poop, spilled food, hair, etc.)
2. Move the dog to a clean run if they have not gone home
3. Remove all bowls, possessions, or blankets from the run
4. Scoop poop and all spilled food. Throw these in the trash.
5. Using the garden hose in the kennel spray down the run with COLD water from half way up the
walls to the run.
a. Hot water will cause steam which will make the kennel hot and cause rust to vents and
the ceiling.
6. Using the garden hose in the kennel spray the door down with COLD water with the door closed
inside the run.
7. Spray floor, walls, and door with Kennelsol. See procedure “spray cleaner mixing”.
8. Scrub the floor, walls, and kennel door thoroughly with the deck brush that is kept in the run
area.
9. Spray the run down with the hose until all the soap has gone down the drain
10. Using the “Squeegy” remove all remaining hair or food or water.
11. There is NO need to pour bleach down any drain with routine daily run cleaning.
a. It is unnecessary for cleanliness and causes corrosion to drains, pipes, and potentially
your clothing.
12. The entire process should be able to be done from start to finish for each run in less than four
minutes.









[22]

Drill/Quiz for “Cleaning Runs”:

1. What supplies do you gather to clean a run?
2. Do we use bleach down the drain? Why or why not?
3. What kind of cleaner do you use to clean the runs?
4. Go to the kennel with your trainer. Clean one run from start to finish in front of your trainer.
Practice as many times as necessary until you can clean it effectively in less than 4 minutes.
5. Get a pass and sign off only after you have done all of the above.


































































[23]

11023v – Cleaning Windows


Results Statement: To maintain our third highest priority of keeping the hospital
meticulously clean and organized by making sure our windows STAY
clean both inside and out.






Primary Responsible Position: Kennel Attendant

When: Twice weekly on Tuesdays and Fridays on AM checklist (see procedure
“checklists for kennel”)
How: Have plenty of Paper towels and ample supply of Windex

 Go to every window inside and out.
 Spray Windex on Window, allow to set for a moment
 Using Clean Paper towels clean thoroughly leaving a meticulously
clean and smudge free surface, repeat if necessary.
 Spray and wipe down the inside window ledges until they are
spotless clean too.

Drill/Quiz for Cleaning Windows:

1. How often do we clean windows? Why?
2. How will you remember to do this twice weekly? Is there a reminder to so you don’t have to
remember?
3. What windows do we clean?
4. Go get the supplies needed. Get your trainer. Go clean the inside and outside of at least one
reception area window. Get a pass and sign off when both you and your trainer are confident
you can and will follow window cleaning this way.
























[24]

11024 – Doggie Daycare


Results Statement: To provide an opportunity for dogs to have off-leash play time while
staying with us, often with other dogs.







Primary Responsible Position: Kennel Attendant


WHAT is Doggie Daycare:

 This is the ONLY time we have awake or unrestrained animals off-
leash in or out of the clinic.
 There is an extra charge for this. Why? We have spent thousands
of extra dollars on these fenced areas. We spend extra time daily
with these pets outside. We know it would be great for all dogs to
be in daycare, but not all clients choose this extra cost. It is just like
all other areas of our hospital. We make recommendations.
Clients then get to choose what they want.


WHICH dogs can have daycare:

 It can be any dog, including boarders, day boarders, luxury
boarders, etc.
 The owner must have approved the extra cost(s)
 In order to be off-leash with other dogs all these dogs must have
passed a temperament test. See procedure “Temperament Test”.
This helps assure that all dogs are safe.























[25]

WHEN we Walk Daycare Dogs: See the “Kennel AM Checklist” and “Kennel PM Checklist”:
 7 AM - Morning walks begin (Mon – Fri), 8 am on Sat & Sun.
o Daycare dogs after regular walks
 1 PM Mid-Day walks for every dog again
o Daycare dogs after regular walks
 4 PM Luxury boarders are walked again
o Daycare dogs after regular walks
 6 PM Evening walks for every dog again, 4 PM on Sat & Sun
 Even if the boarder has gone to the bathroom in their cage, they still
need to be walked at its designated times.
 If you notice whining or barking uncharacteristically, then it
probably needs to go to the bathroom and will need to be walked
ASAP.

ORDER of Walking Dogs: See “Order of Kennel Duties” procedure:

1. Luxury Suites
2. Small & Large Kennels
3. Runs
4. Boarders kept in ICU.
5. ICU or hospitalized patients are walked on a different customized
schedule by techs or TA’s.
6. Doggie Daycare Off-Leash Time

WHERE we Walk Dogs: All luxury and regular boarding patients are walked ONLY in the larger
main (east) section of the fenced in areas…and ON LEASH AT ALL TIMES!

Dogs approved and admitted for doggie daycare can be off-leash but
ONLY in one of the 3 smaller fenced in areas. This assures that all off-
leash dogs are two gate latches away from escaping.

HOW we walk Daycare: Daycare patients are walked to one of the above 3 fenced areas ON
LEASH first. The gate is latched. Then the dog is taken off leash.

A staff member stays INSIDE the fenced in area the entire time and is
monitoring all the dogs.

How Long We Walk Daycare: 20 minutes for all dogs together that passed a temperament test (see
“temperament test” procedure), 3 times per day. This 20 minutes is an
approximate length of time that all dogs are playing together.

If a dog has not passed the temperament test they must have
“individual playtime” and be charged that separate.





[26]

Drill/Quiz for “Doggie Daycare”:

1. What is the point of doggie daycare?
2. What is difference between daycare and regular boarding?
3. Why do we not walk regular boarders off-leash too?
4. Can you take the dogs out to the daycare areas while off leash or do you have to wait until they
are in the fenced in areas? Why or why not?
5. Can dogs be TOGETHER off-leash in the fenced in areas? Which ones?
6. What fenced in areas is the daycare dogs off-leash? Do the regular boarders get walked in these
areas?
7. How long do each daycare off-leash times happen? When do you do these in relation to the
other boarder walks.
























































[27]

11026 - Doggie Daycare Go-Home Card


Results Statement: To provide great client service and ensure client trust by sending home
a personalized card with every pet every day they are released from
daycare.

Primary Responsible Position: Kennel Attendant

How: AFTER bringing all possessions and forms go get the dog and take into
the treatment, NOT to the owner yet. BEFORE bringing the pet to the
owner you do two things:

1. Fill out a Doggie Daycare Go-Home Card. This card can be re-
printed under “Staff Shares  Procedures Manual ______” 
“Forms – Misc”  “Doggie Daycare Go-Home Card”
2. Check the dog from head to toe. Make sure the pet is clean and
looks better that when he/she arrived. Check the eyes, face, feet,
anal area….everything! Do a quick brush-out.











___________________’s day in Doggie Daycare……


Today my caregiver was ______________________.


I enjoyed playing with ________________________.

Thank you for playing with us, please come play again!



Drill/Quiz for Doggie Daycare Go-Home Card:
1. Why do we have these? How does it make things better for YOU?
2. Explain the process of releasing a dog from daycare. Get a pass when you do everything in the
right order.
3. Go get a dog from boarding NOW with your trainer. Do the process above with your trainer
watching. Get a pass when both you and your trainer are confident you will do this, this way,
every time.




[28]

11030v – Feeding Guidelines


Results Statement: To assure great patient by not over-feeding or underfeeding

Primary Responsible Position: Kennel Attendants

Participating Positions: Techs and TA’s

Why: To under-feed a pet is unethical.

To over-feed a pet is dangerous. It can cause vomiting, diarrhea, and
abdominal pain which leads to vet exams, medications, client phone
calls, and extra time in cleaning and bathing.


What to Feed: Unless otherwise directed by doctors or clients we feed standard kennel
diet in the following amounts. The amounts listed is the total amount
per DAY.

HOW: The following chart is kept printed on the inside of the upper cabinet
above the sink in food prep. Refer to it and each pet’s weight as you are
filling food bowls in food prep daily. (Print from “Forms-Misc”)


BODY WEIGHT OF DOG IN NUMBER OF CUPS OF DRY FOOD NUMBER OF CUPS OF DRY FOOD
POUNDS TO FEED AM TO FEED PM

5# or less ¼ cup ¼ cup

10# 1/3 cup 1/3 cup

20# ¾ cup ¾ cup

30# 1 cup 1 cup


40# 1 ¼ cups 1 ¼ cups

50# 1 1/3 cups 1 1/3 cups

60# 1 ½ cups 1 ½ cups


80# 2 cups 2 cups

Drill/Quiz for “Feeding Guidelines:

1. Why do we have the procedure? What would happen if we did not?
2. What can happen if you OVER-feed a pet?
3. How are you going to assure this is the amount you feed? How are going to remember or know
how much to feed everyday.

[29]

11032 – ID Collars for Patients


Results Statement: To ensure proper pet care and identification for all patients that
are kept in the hospital for any time, for any service.



Primary Responsible Position: Receptionists

Why:
 If we do not use ID collars it puts pets lives in danger, both
this pet and others. Without proper labeling at ALL TIMES
pets receive the wrong service, or don’t receive the service
they need.
 Our services on the WRONG pet could cause death. Or
services not given to the pet that needs it may cause death.
 Even the wrong groom on the wrong patient will likely
cause hours of wasted time and frustration for many. It
may also cause financial death of our practice or a job.
 There have been multiple stories of other vets amputating
the wrong pet’s leg, spaying the wrong pet, or overdosing a
pet that did not even need a medication. IT IS BAD!!!

Who: ALL patients kept in in a cage, run or suite for ANY time.

When: No later than THREE MINUTES of patient being put in cage,
preferably before

How:
 Printed and kept with each pet’s paperwork when prepping
for tomorrows visits.
 When patients were not expected to be checked in until
TODAY we print the ID collar BEFORE the patient is put in
the cage, run, or suite…or no later than 3 minutes after.
 ID collar is wrapped around the patient’s neck and sealed
with adhesive backing AT THE TIME OF CHECK-IN.

Temporarily Removed?
 GROOMING around the neck only. In this case it is taken off
during this portion of the groom, laid on the grooming
table, and replaced when this portion of the groom is
complete and BEFORE the patient is returned to the cage,
run, or suite.
 BATHING is done with the ID collar kept ON.
 BLOOD DRAWS are done in almost all case with the ID collar
kept ON. Only special cases require removal and it is
replaced immediately after


[30]

Drill/Quiz for “ID Collars”:
1. Why do we have the procedure? What might happen if we didn’t?
2. WHEN should be ID collars be printed?
3. WHEN should the ID collars be put on the pet? How long is too long?
4. Pull up a patient under “Practice Client” in AVImark. Print an ID collar for this patient.
Attach it around your own wrist.
5. Get a pass when you can do the last step in less than 5 minutes. Practice as many times
as it takes to get a pass.


































































[31]

11034 – Litter Box Cleaning


Results Statement: To keep great care of cats by cleaning litter boxes thoroughly and
efficiently.

Primary Responsible Position: Kennel Attendant

Where: All cat condo litter box cleaning should take place in the cat boarding
room and bathing room, not in the kennel or food prep.

Litter boxes from cats kept in ICU are cleaned in the food prep room.

Supplies Needed: Sink/Bathing tub, dish soap, scrub brush, drying rack, towels, paper
towels

How:


 Start off with filling one side of the sink with hot water
 Add a small amount of dish soap to hot water and let mix
 Gather your dirty litter boxes and empty all contents in appropriate
place such as used litter can be tossed in trash can. Set the dirty
litter boxes in the hot soapy water and let soak for a minute.
 Grab a litter box that has been soaking, and with a scrub brush,
scrub all surfaces of the bowl, including outer sides and bottom,
insuring all debris is scrubbed off the litter box.
 With the scrubbed litter box, run clean water in the empty side of
the sink, and rinse all the soap and any debris/suds off until the
water runs clean again.
 Place litter boxes in drying rack.
 With a clean dry towel, wipe dishes dry.
 Once all litter boxes are clean and dried, place in appropriate
cabinet.
 Change out towel under drying rack
 Drain out soapy water
 Clean out drains and throw away any food particles/litter/debris
from sink into garbage can
 Wipe counter and sink dry with a clean paper towel

Drill for Litter Box Cleaning:


 Demonstrate cleaning one litter box, start to finish, in front of your trainer in the
bathing room. Get a pass when you can do it as written.




[32]

11036 – Medicating Boarders


Results Statement: To assure patient safety by properly medicating all pets.

Primary Responsible Position: Kennel Attendants

Participating Positions: Techs and TA’s


How:
 Check each Boarder Med Sheet (see separate procedure “Boarder
Medication Sheet”) to ensure that patient has not yet been medicated.
 Check each Boarder Med and label on the actual medication. Assure
they match. If it does not match, ask management or a doctor which
label is correct. DO NOT MEDICATE UNTIL YOU KNOW.
 Check to see if medicine how often the medication is given and how it is
given.
 Ask for assistance if you cannot give the medication properly or if you
are NOT 100% SURE YOU ARE DOING IT EXACTLY RIGHT. If not you
could put the pet in danger.
 Mark the Boarder Med Sheet just BEFORE you give it. Why?
a. If you give the medication, then
immediately get distracted, move on to
another pet, or get pulled away it may
not be documented you gave it. If this
happens someone else WILLcome along
and give the medicine again. This could
make the pet very sick or even cause
death due to the double dosing.
b. Mark it on the right spot for morning,
mid-day, or afternoon.
c. If you do this wrong you could lose your
job immediately!
 Medicate according to directions.
 Make sure animal swallows medicine. Do not walk away or put in food
and think the patient will eat it. You may have to walk back to the cage
in a few minutes to make sure it was swallowed and not spit out.


















[33]

Drill/Quiz for “Medicating Patients”:
1. How important is it that pets get medicated properly? Is there anything else we do that is more
important?
2. What do you do if you are not 100% sure you can and will give the med exactly as you supposed
to?
3. When do you document the med given on the Boarder Med Sheet? Why this way?
4. What may happen if you medicate a patient wrong or don’t medicate when you should? To the
pet? To you? To our practice?


[34]

[35]

11037 – Monitoring & Reporting Problems with Boarders


Result Statement: To assure we have provide high quality care to our boarding
patients.

Primary Responsible Position: Kennel Attendant

Participating Positions: Bathers
Techs
TAs
Doctors


Why: To give the client peace of mind and to be sure each boarding
patient is healthy and receives the best possible care.
If we don’t take care of the pets and miss possible illnesses, the
pet suffers, the clients will lose trust in us, won’t return, and
won’t refer other clients.

WHEN to monitor: At all times during boarding stay.

WHAT to do: If you see a boarding patient that is showing possible signs of
illness or not acting themselves, determine if it’s an emergency
or non-emergency and following the following steps.

EMERGENCY:
a. Bring patient immediately to Treatment to a doctor.
b. Doctor examines patient and call the owner.

NON-EMERGENCY:
a. Using good judgment, determine if it’s an emergency
b. If not, write the concern on the tech board
c. Tech uses good judgment to determine if
i. Doctor should examine pet first (vomiting?
Diarrhea?)
d. Tech calls client to get approval for exam fee before the
doctor examines patient.
e. Write the patient and concern on the Treatment (Doctor)
board.


Drill/Questions for Monitoring and Reporting Problems with Boarders:

1. Why would we report these problems THIS way? What happens if you do it differently?
2. How often are boarding patients monitored?
3. What steps do you take if the pet has an emergency? Non-Emergency?



[36]

11038 – Mop Water Mixing


Result Statement: To assure we have an appropriate concentration for cleaning
surfaces throughout the hospital.

Primary Responsible Position: Kennel Attendant

Participating Positions: Bathers

Why: If we mix it too strong it will damage surfaces, cause fumes
dangerous for the pets and staff to breathe, and waste
money...the same money would could have used to pay our
staff.

If we mix it too weak it will not clean dangerous germs and
possibly cause diseases to pets and staff.

WHEN to Fill Pre-Measured Bottles: Every Monday by 4 PM and documented on the AM checklist.

WHERE are the Pre-Measured Bottles: Under the sink in food prep.

WHERE are the Empty Gallon Jugs: Under the sink in food prep.

WHERE is the Funnel: ` Under the sink in food prep.

HOW to fill the Pre-Measured Bottles: Take the empty pre-measured bottles and fill to the top marked
line using a funnel.





























[37]

How to Make the Mix: Dilute the concentrated cleaner as listed below:
 Mop Bucket: 4 oz. per FOUR gallons of water
 Spray Bottles: 1 oz. per gallon of water
 Parvo Spray/Mop Water: 2 oz. per gallon of water

For Mop Water: Take an 8 oz. pre-measured bottle from under
the food prep sink. Pour 4 oz. (1/2 bottle) of Kennelsol into
mop bucket and fill mop bucket to 4 gallon mark.

For Spray Bottles: Take a 2 oz. pre-measured bottle from under
the food prep sink. Pour 1oz. (1/2 bottle) of Kennelsol into the
empty gallon jug under the food prep sink. Fill the gallon jug to
the top with water. Take this mixture and fill the spray bottles
using a funnel kept in under the food prep sink.

For Parvo Spray or Parvo Mop Water: Take a 2 oz. pre-
measured bottle from under the food prep sink. Pour 2 oz. (full
small bottle) of Kennelsol into the empty gallon jug under the
food prep sink. Fill the gallon jug to the top with water. Take
this mixture and fill only the PARVO spray bottles using a funnel
kept in under the food prep sink.

For parvo mop water fill mop bucket with 4 oz. and only TWO
gallons of water. There is no need for four gallons for this one
room.


Drill/Quiz for “Mop Water & Spray Bottle Mixing”:
1. Why do we have the procedure?
2. What would happen if we just guessed how much to use for spray bottles or mop water? What
if it was too strong? Too weak?
3. When are the individual bottles of Kennelsol kept?
4. When are the individual bottles of Kennelsol filled?
5. Go to food prep. With your trainer watching mix up a gallon jug for spray bottles and fill a
couple spray bottles. Explain what you would do differently to mix up a mop bucket.
6. Get a pass when both you and your trainer are completely confident you will do it this way…and
WANT to do it this way ONLY.


















[38]

11040 – Order of Kennel Duties


Result Statement: To assure ALL kennel staff follow the same general order of
getting things done. This order of duties has proven to be the
most efficient and the least confusing for everyone.






Primary Responsible Position: Kennel Attendant

Basic Order of Duties: Check, Walk, Feed, Medicate, Possessions...CWFMP.

“CWFMP” - (Can We Feed Many Pets?)

A Day in the Life of a Kennel Attendant:


Clock-in and immediately go get the walkie talkie from the reception area. Turn it on. Make sure
it works. (See procedure “Walkie Talkies”).

In the morning when you come in you check through all the dogs and then the cats to make sure
everyone all patients are okay. Then immediately start walking the dogs outside and putting them into
clean kennels. The order of walking the patients is: ICU area, luxury, kennel, cat condo’s, then doggie
daycare patients.


After they are walked you go through and feed and water everyone according to the patients’
instructions. Then medicate every patient (while initialing the boarder med sheet just BEFORE you
medicate) and make sure they have clean bedding.


Keep laundry going for the day. Sweep and mop the floor in kennel. Then clean the dishes and
scoop the yard next. Wash down the patio/sidewalk (front, sides, AND back) with the hose if necessary
and bring in anything else from the yard (beds, etc.).


Check for and complete the baths for the day and tag them in the computer so reception knows
they are done. Then you call the owners and let them know their dogs are ready. Mid-day walks are the
next thing to do in the same order that you walked in the morning.

Next we walk luxury dogs for the extra walk and start the housekeeping tasks around the building (trash,
assisting techs, extra checklist duties).











[39]

At 4 PM, it is time to feed all of the dogs and cats again and make sure they have everything they need
and all of the checklist is complete.

At the start of the PM shift you go through and check on everyone starting with the dogs and
ending with the cats. You make sure the whole building has been dry mopped and the front is stocked
with food. The bathrooms need to be stocked and cleaned. Then go through and check to make sure all
the BTEs are in the computer for the patients that have come in earlier in the day. Go around and collect
all the trash from the building and throw it out and clean any dishes, laundry, etc. that needs to be done
in kennel. At 6 PM walk all of the patients. After walking the all patients, give meds as directed for those
who have them.

After all the pets are taken care of, top off their water and mop the floor in the kennel. Lastly the entire
building needs to be vacuumed and mopped.

Before clocking out return you walkie talkie (See procedure “Walkie Talkies”).


Drill/Quiz for “Order of Kennel Duties”:

1. Immediately after clocking in what do you go get? Where from? When do you put it back?
2. Explain the order what you do each morning, mid-day, and then evening. You must know the
basic order by memory to get a pass and sign-off. CWFMP
3. Get a pass when you know (by heart) the order of doing your duties) and are comfortable and
willing to do it this way every day. Do not sign off if there is any uncertainty or unwillingness.







































[40]

11042 – Poop Scooping


Result Statement: To assure the back, side, and back yard areas are completely free from
feces twice daily and reasonably free from feces throughout the day.






Primary Responsible Position: Kennel Attendant

Why: Doing this helps keep our first priority of pets staying safe by preventing
parasites. It also maintains our third biggest priority of meticulous
cleanliness.

How Often: Twice daily after each time walks are completed.

Throughout the day using good judgment based on any feces seen
outside.

Where: Exercise yard, side yards, AND FRONT. All areas include sidewalks,
landscaping and grassy areas.

What to do:


1. Grab the pooper scooper from outside.
2. Scoop all poop from the backyard, side yard, front yard,
landscaping, and sidewalks. Throw all fecal material in the garbage
and take to dumpster IMMEDIATELY. Place a new liner on garbage
can.
3. If pooper scooper needs to be cleaned, rinse off debris and place on
porch to dry.
4. Place pooper scooper back where it belongs.

Drill/Quiz for Poop Scooping:


1. Why do we have this procedure? How does it help YOU?
2. How often do you scoop poop? What areas? That often in all those areas?
3. When the poop is picked up and in the garbage can what do you do with it?













[41]

11044 – Release of Boarding or Grooming Pets


Results Statement: To ensure great customer service by efficiently releasing clean,
comfortable pets and possessions back to their families after boarding
or grooming with us.







Primary Responsible Position: Kennel Attendant


Participating Positions: Techs, TA’s, Bathers

Steps to Take (in this order):

1. Receptionist will page overhead and/or on walking talkies “We need
(Pet Name) to reception from boarding (or grooming)”
2. Go to pet’s kennel, run, condo, or suite to get:
a. Boarder Med Sheet. See procedure “boarder med sheets”
b. Possessions and food or treats (listed on boarder med
sheet). Double check it. See procedure “boarder
possessions and meds”
c. Completed Boarding Report card, if applicable. Fill out now
if it’s not completed already. See procedure “boarding
report cards”.
d. DO NOT TAKE THE PET OUT OF THE ENCLOSURE YET!
3. Take items to owner, go over report card with owner, and update
owner with something unique about their pet’s stay.
a. It could be something as simple as “He was very energetic.”
Or “She was very sweet and quiet”.
b. Be personal with clients.....relate a story about their pet’s
stay...something that they like to do (for example: roll in
the grass, chase tail, etc). to make clients feel good about
their stay and future reservations.
c. Make sure the owner agrees you have returned all of their
possessions.
d. At this point the owner may want to take the forms and
possessions to their care while you go get their pet.












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4. FOR DOGS: BEFORE taking dogs to the client take the to the
treatment at our quality assurance station. This step should take
less than 2 minutes.
a. Use the treatment table next to the ICU kennels.
b. With the dog on leash clip the lease to the hook on end of
this exam table.
c. Check over patient, make sure they are brushed all over and
perfumed, if applicable.
d. Look especially close at their eyes, mouth, coat, feet and
anal area. All areas should be extremely clean before being
brought to the client.

5. For CATS: BEFORE taking cats to the client take the to the table in
the bathing room table at our quality assurance station. This step
should take less than 2 minutes.
a. Check over patient, make sure they are brushed all over and
perfumed, if applicable
b. Look especially close at their eyes, mouth, coat, feet and
anal area. All areas should be extremely clean before being
brought to the client.
6. Finally take the pet to the client.

7. Always offer clients help out to their car with their animals or
belongings.



Drill/Quiz for “Release of Boarding or Grooming Pets”:

1. Why do we have this procedure? What would likely happen if we did not?
2. What would happen if you brought up the pet, forms, and belongings all the same time
3. When you hear the page what do you go get first?
4. Where is the quality assurance station for dogs? For cats? What do you do there?
5. What happens often when we don’t do this quality assurance check? For the client? For you?
6. What do you always offer to do to help the client as you bring their pet up?























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11046 – Restraint and Control of Pets


Results Statement: To assure great patient care and safety for both staff and pets
by using proper restraint.












Primary Responsible Position: Kennel Attendant (in this case)


Participating Positions: All positions

Characteristics of Proper Restraint:

 The control of what restraint is used from the person
PERFORMING THE PROCEDURE, not the holder.
 The safety of staff and pets is the responsibility of the
HOLDER.
 They type used varies depending on many factors.
 Requires good judgment, possibly by consensus.
 May require advice from a doctor.
 Minimizes stress for the pet and our staff.
 Proper restraint is not painful.
 Allows us to be able to provide or perform a professional
treatment.
























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WHY We Need Restraint: While we love and care for all pets that come into our facility it
is important to remember that many of them are in a very high
stress environment and are very scared or in pain.

A typical result of this fear or pain is the tendency for a pet to
want to protect themselves and this can result in a pet lunging
and snapping at our staff. They main immediately go into a
panic response that could include most anything.

Being “fast” is not enough to prevent a bite, so we must use
restraint on ALL pets within the hospital. Please remember that
this is for their safety as well as ours.

Just like people, animals can have good days and bad. Some
pets may require heavy restraint with a certain day or certain
procedure when they did not on another day.

See “Muzzling” and “Aggressive Patients” under the main
hospital policies for more information.















































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What NOT to Do:

 Never put your face directly into the face of a dog or cat. They
often will bite whatever is closest
 Never put on a muzzle with ANY looseness. If they can open
their teeth even ¼ inch they can and often will bite you!
 NEVER sit on the floor while handling/examining a dog. If the
animal becomes aggressive or scared you will be unable to
move away or protect yourself. You will be at risk of serious
bites to your face and neck.
 Never place a label on a pet’s documents/cards/possessions
that is potentially offensive to a client.
o For example: “Use caution” is much better than “will
bite” or “Aggressive”.
 Never try to be “hero” or a “tough guy”. It’s not worth the risk
of the pain and nuisances you may to go through.
 Never lock eyes with a dog or cat. In our workplace they see
this as a challenge or dominance.

What TO DO:
 Credo: “Never let go.” Once you have good restraint the most
dangerous part is letting go.
 Concentrate on the animal’s body language. See below.
 If there is any doubt about the temperament of an animal or what
to do ASK FOR ASSISTANCE, even a doctor if necessary.
o When there is any question the best person to ask is an
experienced technician or doctor. They are used to
handling pets during scary or painful procedures. They also
are the ones that know how and when to use medications.
 Properly label a patient that needs to have caution used.





























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Types of Restraint:

1. Psychological/Verbal – this is the least restrictive type of
restraint and would be used in combination with other types of
restraint. Using a soft, soothing voice while gently stroking the
patient will help calm and sooth them.

Commands such as SIT, STAY, COME, DOWN, NO or even HEEL
may be useful tools to encourage a dog to cooperate. Also, soft
quiet words can calm a frightened animal. Yelling or screaming
should never be used as it can cause the animal to become
more fearful or aggressive.

2. Chemical – this method utilizes drugs such as sedatives,
tranquilizers and anesthesia to alter the patient’s mental state,
allowing the animal to stay immobilized and/or without pain,
and causing the patient to be cooperative during procedures.
Chemical restraint would be used if the patient is particularly
difficult to handle, if the patient is in pain, or if the procedure
requires stringent stillness such as surgical procedures. The
veterinarian will decipher whether or not the patient requires
chemical restraint, and will also determine the type, dosage and
route of administration of drug.

For animals who are too aggressive or stressed to handle safely
for procedures, sedation and/or general anesthesia may be
necessary to allow treatment. If you are unable to handle an
animal, notify a staff member to determine whether sedation is
appropriate.

3. Physical – this is the primary method of restraining an animal
and involves using the handler’s hands or body along with
muzzles, ropes or other equipment.



















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PHYSICAL RESTRAINT: TOOLS AND EQUIPMENT

Leash: The most common tool used to handle animals in the clinic is the leash. Placed around a dog's
neck it normally controls even the largest dog. Some dogs have never seen a leash and will freeze up to
the sensation around a sensitive area like the neck. Leashes can be abused; never drag or strangle an
animal with a leash. Pause and let the dog calm down and try again after reassuring her. Sometimes a
quick tug on the leash will encourage a fearful dog to walk. If the dog refuses to walk, get help or carry
him/her if possible. In some cases, you can simply walk the dog in a different direction and “take the
long way around” to wherever you were going. It will confuse them and make them think they are
leaving.

Your hand: A very effective form of restraint, your hands are sensitive to the amount of pressure that is
being exerted on the animal and can be quickly modified to the situation. Hands can be used to gently
stroke a dog or to firmly grasp a struggling cat. Although hands can be the most versatile, they are also
the most vulnerable to injury. Recognizing when they would not be effective is very important.


Towels: A towel or blanket is a very useful tool for cats and small dogs. A towel can be used to
decrease an animal’s arousal by covering the head and body and can help protect from sharp claws.


Rabies pole or control pole: The control pole is used to safely handle extremely aggressive dogs. Used
appropriately it is an effective tool. Inappropriate or unskilled use can cause serious injury to the animal.
The rabies pole may further distress an upset animal and should only be used when the handler or
other's safety is genuinely threatened. Volunteers are NOT to use the rabies pole unassisted. If an
animal is aggressive enough to warrant the use of a rabies pole an experienced staff member should be
consulted for assistance as the animal will also be evaluated for chemical restraint options.


Muzzles: Muzzles are used when a snappy or potentially aggressive dog must be handled. There are
nylon muzzles and plastic basket available. A leash or strip of rolled gauze can be used as a temporary
muzzle. Because dogs often try to remove a muzzle, it is important that the muzzle be placed securely.
A weak or poorly made muzzle may lead to a false sense of security and the likelihood of being bitten.
Even with a securely placed muzzle, appropriate handling must be used to prevent injury from an animal
who resists.


Cat Muzzles: Muzzles designed for cats extend up to cover the eyes, reducing visual stimulation. For
some cats these can be very useful for calming the animal and helping to protect the handler from
injury,


The following pages have further diagrams and tips.







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