Receptionist

How to Perform Express Check-Out:
 When owner arrives to pick up the patient, you do not need
to ‘check them in’ because it is a block off and not an
appointment. The block off is merely a place holder to
ensure the predesignated time slot is not taken by another
client.
 Express service TA’s are NOT EXPECTED TO HAVE MEDICAL
ANSWERS. Your job is to simply make sure clients have the
right meds, right labels, right forms, right possessions, etc.
 If the client has a medical question you cannot answere take
a message for the tech or doctor to call them back.
 If they INSIST we answer their medical question we can get
the right person when they are available. There may be a
wait.

When Client arrives:

 IMMEDIATELY page for a kennel assistant or TA to prepare
patient and belongings to go home.
 Escort the owner into an available Exam Room
 Kennel attendant or TA brings ALL clean possessions and
ALL paperwork to exam room. DO NOT BRING THE PET AT
THIS TIME!!!! BRINGING THE PET IS THE VERY LAST STEP!!
 Review Medication Instructions/Report Card/ Discharge
Instructions with Client.
 Assure that all possessions are present and clean.
 Ask owner if they have any further questions or need
anything else
 Check client out (refer to Checking out Procedure—Itemize
Invoice, Collect and Process Payment, Referral Program)
 Get the pet, assure they look good, have catheter removed,
etc.
 Bring patient out to owner(s)
























[98]

Can Express TA’s do UNSCHEDULED or REGULAR tech appointments?

Example: You are an express TA 7:30-9 AM today. You are caught up. A client randomly shows up for a
nail trim. This nail trim is a regular tech appointment, not an express TA appointment..

Answer: Yes! The answer is the same for all positions. We all help each
other as long as we are not abandoning our OWN job.

The only times you may need to abandon you own job is for
TWO possible reasons:
1. The patient care requires it.
2. The client service requires it.

Example: You are scheduled as an express TA and you are fully
booked. You are keeping up but with no down-time.

A client walks in for a blood draw tech appointment. Do you
stop your express appointments to take care of this client?

NO! Keep scheduled visits on time. Communicate to the walk-in
telling them you will do your best to get someone to them as
quick as you can.










































[99]

Drill/Quiz for “Express TA Services”:

1. Why do we do have express TA services? How does it help the clients? How does it help our
staff?
2. What type of appointments do we offer express TA appointments for?
3. Where can you see what available express TA times are available?
4. Where do express TA appointments happen?
5. Where do express TA’s work when they are caught up? Reception area?
6. Go through drills with your trainer acting as a client and you using “practice client” in AVImark.
Do the following:
a. The client calls to book boarding with vaccines. Schedule it by talking with the “client”
(trainer). USE THE SCRIPT OR YOUR MEMORY IN 2-3 sentences or less.
b. Check this client in.
c. Use actual treatment plans and yearly wellness forms do this express TA check-in with
your trainer. Use demo pieces to show your trainer where you would take the pet and
when.
d. Do the same thing in scheduling this client for express TA check-out.
7. Do the same thing with your trainer pretending the same client just came to pick up their dog
from boarding who had vaccines. Explain all steps and forms (boarding report card, doctor
report card or release instructions). Use actual printed release instructions or report card. Use
demo pieces as examples of medications and belongings.
a. Show you trainer where/when you would get these belongings.
b. Show your trainer where/when you would get the pet and what you would do before
bringing the pet to the owner.
8. Repeat steps 6-8 as many times as it takes to be sure you can do all of these services
independently.
9. Get a pass ONLY when your trainer is comfortable you will do this procedure and WANT TO.
































[100]

19046 – Euthanasia

Results Statement: To complete euthanasia’s in way that is both sympathetic to the client,
comfortable and ethical for the pet, medically prudent, and financially
sound for the client and hospital.

BEFORE the Euthanasia Appointment:
 See “Communication Scripts” , “Appointment Making – DVM’s” and
“Scheduling Guidelines” for making the appointment.
 The receptionist will print the euthanasia form for the client sign
along with the treatment plan.
 A doctor consultation and/or exam is REQUIRED if:
o It is a new patient or
o We haven’t treated the patient for a chronic illness.
o This is required so that the doctor that be comfortable it is
the right decision before it’s completed. If in doubt, ask the
doctor.

DURING the Euthanasia Appointment:

 Receptionist, tech or TA escorts the client into the exam room ASAP,
immediately if possible. This is an extremely emotional event and
clients do not want to be out in the open for others to see.
o Tech and TA responsibility only (not receptionists):
o After the doctor examines the patient, if exam is required,
the technician will go into the exam room to discuss final
arrangements (private or group cremation) and offer a Paw
Print.
o The technician will have the client sign the Euthanasia form.
o The technician will enter the amount of Euthasol used in
AVImark on the patient’s chart.
o The technician will call the receptionist from the back and
let them know the client is ready to pay.

 The receptionist will go into the exam room and process the
payment from the client BEFORE the euthanasia WITHOUT THE
CLIENT leaving the exam room.
 Unless a special circumstance exists payment is BEFORE the
euthanasia. This allows the client to leave after at their
convenience without having to do anything.
 After the client has paid, the receptionist will call the back to let the
technician know payment has been collected.






[101]

For Techs and TA’s ONLY:


 AFTER the Euthanasia:
 After the procedure is complete the technician will complete the tag with the correct
information and attach with a rubber band to the bag.
 If the patient is put on hold, the technician is to complete the “Hold” tag with the correct
information and attach with a rubber band to the bag.
 After the patient is tagged, ANOTHER tech or TA must verify that the patient has the correct tag
and enter notes on the patient’s chart in AVImark that he/she confirmed the patient was tagged
correctly.
 Put the deceased pet in the freezer ONLY AFTER ASSURING it has the correct tag.


Drill/Quiz for “Euthanasia”:
1. Explain in your own words what the result statement is. What are we obtaining with this
procedure?
2. What would happen if we did NOT follow the steps of the procedure? What if the client was not
escorted into the exam room immediately? What if the client had to check-out AFTER the
euthanasia? What if they had to come out into the reception area to check-out?
3. Using demo pieces for the pet, the client, the exam room, the reception area, etc. explain the
basic steps of how the euthanasia works smoothly. Show your trainier.
4. Why would we require a doctor consultation and/or exam before euthanasia on a new patient
or a patient without prior evidence of illness?







































[102]

19048 – Follow-up List

Result Statement: To assure all client have caring and punctual follow-up phone calls on
administrative (non-technical) issues. Clients feel well served. Clients
appreciate each and every call. All receptionist follow-up calls are
completed DAILY WITHOUT FAIL.

Primary Responsible Position: Receptionist who initials checklist as follow-ups completed.

Resources: Computer with AVImark, Phone, Individual trained on “AVImark 101”.

Steps:

1. Start follow-up list at 9 AM or after day.
2. Go to: Work With > Follow-Up List.
3. Change the title on all follow-ups needing to be made by doctors or
techs to “DTC” (Doctor to Call) or “TTC” (Tech to Call”)
4. Identify the calls needing to be completed by receptionists TODAY:
a. All calls in red (calls to be made today) AND
b. Are NOT listed as “DTC” (Doctor to Call) or “TTC” (Tech to
Call”)
5. Start at the top of the list and complete EVERY CALL IN RED. Call the
client.
a. Start the description with your date/time stamp.
b. Finish the description with brief (<1 minute to type)
description of what the all was. Example: “LMOM
informing the client their special order was ready to be
picked up.”
c. Post that follow-up call to the patient record. (right click >
post)
6. Move on to the next call in the follow-up list.
7. When all calls are completed INITIAL THE LINE ON YOUR CHECKLIST
on Follow-Ups as completed.

Notes and Tips:

1. There is no need for receptionists to write lab results on follow-ups,
even if negative. Doctors or techs will do this.
2. Negative fecal exams or heartworm tests are for techs to call.
3. Lab panels and positive results are for doctors to call.

Drill/Quiz on Follow-up List:

1. Why would you COMPLETE your position’s follow-up list every day?
2. What would happen if you skipped it or only did 90% of it? For the clients? For you?
3. PRINT on of your position’s checklists. Show trainer where the follow-up line is?
4. Pull up the follow-up list in AVImark for your trainer. Make one call from it to an actual client.
Complete the procedure above. You get a pass when your trainer confirms you can do it.



[103]

19050 – Grooms Needing Sedation

Result Statement: To assure the highest quality patient care and client service for pets
requiring sedation with grooms. We assure the pet is properly
scheduled for the client and our staff. We also assure the sedation is
safe.



Primary Responsible Position: Receptionist

How to Schedule: Follow the surgery scheduling guidelines (see separate procedure).
o Only scheduled on weekdays we are open until 8 PM.
o Scheduled on the DOCTOR’S schedule and GROOMER’S
schedule for the same time on both.
o Scheduled for one hour
o Scheduled before 3:00.

What to Tell the Client:
 No food or water after 10 PM the night before the groom
 Arrive between 7 and 7:30 AM
 Like surgeries there is no promised completion time.

Safety Requirements: Doctor exam is required if:
o A new patient or
o Hasn’t had an exam in the last 6 months,
Bloodwork is required if:
 Has not had a blood panel in the last 6 months (assures
organs can handle the medications).
 If bloodwork was done at another practice, our doctors
must review it prior to the sedation

How It Works: The doctor’s technician will monitor the sedation for safety.


For patients who have had a current exam AND blood test in the last 6
months the doctor will direct the technical staff on the time and type of
sedation/anesthesia without further testing.

For patient who have NOT had an exam OR blood test in the last 6
months a note will be left for the doctor to review the patient’s record.
The doctor will determine what time of tests or anesthesia will be
needed for that patient. This could vary based on level of patient’s
aggression, age, medical history, etc.





[104]

Drill/Quiz for Grooms Needing Sedation:

1. Why do we have this procedure? What if we did not follow this? What could happen to the
pet? To the client service? To the staff?
2. Explain how you schedule sedated grooms.
3. Pick a random REAL patient. Look at the lab work, etc. Schedule the patient or do whatever you
would need to with practice (not actually calling the client). Remove the scheduled groom when
done.
4. Get a pass when both you and your trainer are sure you can do this independently.
































































[105]

19052 – Groupon

Results Statement: To get more pets needed care that they otherwise
would not have.
 More new clients happy to try us and return.
 More inactive clients happy to come back.
 More active clients receiving more needed services
for their pet(s).

Primary Responsible Position: Receptionist

When Scheduling with Groupon: When a person schedules an appointment and
mentions that they have a Groupon, they must be
reminded to bring in their voucher OR show an
electronic version of their voucher on their phone,
simply copy the code from it. Without a physical or
electronic copy, we cannot accept the Groupon.
Details of Groupon Discounts:

 The Groupon cannot be combined with other offers.
Explain to new clients that it is better to use the free
first exam on visit 1 and use the Groupon on their
SECOND visit.
 At any time, the buyer is able to get a full refund from
Groupon based upon their refund policy. Note: We do
not offer refunds against Groupon
 Director of Marketing will submit a weekly summary of
Groupon sold.
 Groupon offer is located:
https://www.groupon.com/deals/legacy-veterinary-
hospital
 Original amount paid never expires but the discount
does expire
o Expiration date is written on the voucher
o When entered on the redemption dashboard,
the message will state if the discount has
expired
o Temporarily we will honor the discounts if
expired.

 TWO vouchers available
st
o 1 Voucher = $ 25 for $ 50 of veterinary
services. Cannot be applied to boarding,
grooming, food or retail products
nd
o 2 Voucher = Boarding



[106]

How to redeem Groupon Coupons:



Redemption dashboard is located:
http://merchants.groupon.com
 Receptionists has UN & PW
access











Redemptions: Enter the
Redemption code located in the
center of the voucher. Next, enter
the Bill Total. The Bill Total is the
total, undiscounted dollar value of
the goods or services provided to
the customer. Finally, click
“Redeem”, the voucher will be
marked as used, and the meter icon
under Active Featured Deals will
automatically update in real time





Multi-Redeem: You can upload up
to 100 voucher codes at a time.
Note – Separate multiple
redemptions codes with spaces or
line breaks

Verify: Here you have the option to
verify a voucher is active without
actually redeeming. Useful if a
client is calling to make an
appointment or wishes to place an
order

Drill and Quiz for Groupon:

[107]

1. In your own words describe what Groupon is. What discounts do clients get and how?
2. Why do we sometimes use Groupon? How does it help clients? How does it help us? Help you?
3. Login to the Groupon website using our username and password. Show your trainer the basic
areas you go to redeem Groupon coupons for clients that come to us.











































































[108]

19054 – Good Samaritan Cases

Results Statement: To help ALL pets in emergency situations, including those pets
brought to us by non-owners (good Samaritans). As a result, we
are helping the community by providing certain emergency
services free of charge.

Primary Responsible Position: Receptionist

What is a Good Samaritan case? A pet who is found (NOT by the owner) in need of immediate
emergency medical care AND is

What can we do for a Good Sam case?
 Provide a FREE emergency doctor exam
 Stabilize the pet for any critical issues.
 Manage any acute pain.
 This allows a Good Samaritan to have the pet examined
and stabilized with no financial obligation.
 The doctor can give the good Samaritan an estimated
cost for continued non-emergency care.
 Offer the contact info for local rescue groups for any
non-emergency care.


What is NOT a Good Samaritan case? A pet in good health that is found by a person who intends to
keep the pet and is willing to take financial responsibility for the
patient whether they keep the pet or not.

A pet in good health that is found and NOT in need of
immediate emergency medical care.

What can we do for a non-Good Sam case?
 Take care of the pet at the expense of the person that
brought us the pet.
 The person who brought the pet signs all routine
paperwork and pays any required deposits.
 We can offer a New Client Free Exam coupon after
routine paperwork and check-in.
 Offer the contact info for local rescue groups for any
non-emergency care.


Drill/Quiz for ‘Good Samaritan Cases:

1. Why do have this procedure? What would happen if we did not? If the staff did not know it?
2. Explain in your own words what is Good Samaritan cases and what we can do for them.




[109]

19055 – Health Certificates

Results Statement: To provide great client service by giving accurate health
certificates that will allow client to travel anywhere they want
with their pet legally.






Primary Responsible Position: Receptionist

For US travel within the 48 states: For travel within the 48 inland states go the AVimark. Right click
the Rabies vaccine. Then click Document. Double click the red
box. Find the “HEALTH”. Click it. Change to printing 3 copies.
Click print.

Give the three copies to the doctor and/or tech/TA to fill out.
We give the client 2 copies and we keep one.

For international travel or HI or AK: Give the client the phone number for Airpets America at 817-
498-6410. They can do everything for including interim
boarding and travel without the client to another state.

This number can be found in AVImark under Work With  Q &
A  Clinics

A brochure can be printed through the manual under “Forms-
Misc” labels as “Airpets America Brochure”.


Quiz/Drill for “Health Certificates”:

1. Find a patient in AVImark. Print a health certificate for US travel (not HI or AK).
2. Who does the client call for international travel? Where do you find the number?




















[110]

19056 – “Hospital-Use” Items

Results Statement: To assure we provide great patient care by using certain items for
operations that are ALSO sold to clients. These items are both:

a. Kept accurate in AVImark for on-hand quantity
b. Use appropriately so it’s cost-effective






Primary Responsible Position: Inventory Manager (but used by nearly all positions)

Examples of Hospital-Use:

 Candles to be burned in the reception area
 Treats and chews used in exam rooms or reception area
 Pill Pockets

Steps in AVImark:

1. Enter “Julius” into client selection field
2. Choose “Kent Julius”
3. At bottom of account choose “Hospital Use”
4. Hit “F2” and then type either the item # or item description and
choose from list
5. Enter quantity used and “DO” for doctor
6. Hit “Done”
7. Highlight the item and choose “Notes” from side column
8. Time stamp and then notate the manager that approved and what
the item is being used for
9. Post the item in AVImark. This is the ONLY step that takes it out of
our on-hand quantity. If you don’t do this step, we will run out of it.

Form to Use:

1. See “Staff Shares”  Procedures Manual  Forms-Misc  Hospital
Use Forms (alphabetical order)
2. Print the form.
3. Fill it out COMPLETELY
4. You MUST get a manager approval signature BEFORE using the
product.





[111]

Hospital-Use Form







Date: ____________________________

Product: ____________________________


Reason : ___________________________________________________

Manager Approval: ____________________________

Entered in AVImark: YES or NO


Posted in AVImark: YES or NO





Drill/Quiz for Hospital-Use Items:

1. Why do we have this procedure? Why this way? What would happen if we did not do it this
way?
2. Demonstrate you can do this by going to “Practice Client”. Pretend you need to burn another
Pet Odor Candle in the reception area. Follow ALL the steps in front of your trainer WITHOUT
help other than getting manager signature
3. Get a pass when you can do it all in less than 5 minutes. Practice as many times as necessary.
4. Trainer: Delete on the candles used in both the Practice Client record and in the accounting.
Assure you have the same “on-hand” quantity of candles as when you started.


















[112]

19058 – 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


[113]

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.


































































[114]

19060 – Inconvenience Gift Cards


Result Statement: To ensure excellent client service by respecting their wait times, and
understanding their point-of-view.





Primary Responsible Position: Receptionist

What: A $5 gift card is offered to clients when appropriate (see below under
“when”) as an “I’m sorry” for inconveniencing them. Clients can use
this coupon to get a drink/coffee/snack while they wait. The store or
restaurant of these gift cards varies.

When: When a client’s wait time is long than expected or longer than promised
AND they are showing any signs of frustration.

When a client’s invoice was larger than expected AND they show signs
of frustration.


How:

1. Hand the gift card to the client. Tell them something like “I’m sorry
you are having to wait longer than expected. Here is a $5 gift card
to ______. Feel free to use it to get something while you wait.” Use
your own words.
2. Fill out the “Inconvenience Gift Card Useage Form” completely and
IMMEDIATELY.
a. This form is found under Staff Shares  Procedures Manual
(date)  Inconvenience Gift Card Usage Form. It should
take you only 1 minute. This is how we assure gift cards are
not being abused or stolen.
b. If an employee is stealing or abusing this procedure it is
theft. That person will lose their job and will be prosecuted.
3. Submit this form to the inbox of the director of administration
IMMEDIATELY.

Where: A small number of these gift cards are stored in a drawer in the
reception area and in a labeled space. This location is in a location
visible on the video recordings. The director of administration keeps a
log of how many we have and how many are used.



[115]

What they are NOT: A pacifier for a client’s invoice was more than expected. In these cases,
we most likely made an error in not thoroughly informing and getting
approval on cost BEFORE the service was provided. We will own this
error, make it right, and prevent it. Get a manager!

A fun thing to hand out to clients or for staff members to use whenever
they like. This is theft and will be handled with termination and
prosecution as listed above under “how”.



Drill or Quiz for “Inconvenience Gift Cards”:

1. In your own words what is an “Inconvenience Gift Card”.
2. Why do we have them? When do we use them?
3. What are they NOT used for? What would happen if someone is stealing them?
4. Show your trainer where these cards are.
5. Print an “inconvenience Gift Card form” from the manual. Fill it out completely with pretend
information. Submit it where you are supposed to. Do this in from of your trainer who will be
timing you. Get a pass only when you can do this in less than 4 minutes.
















































[116]

19062 – Internet Pharmacies

Results Statement: To assure the highest quality patient care and client service. We
do this by assuring patients receive the safest and most
effective medications at a reasonable cost. Clients get this by
choosing the best pharmacy for them and their pet.



Primary Responsible Position: Receptionist

Participating Positions: DVM’s, Techs, TA’s

Who We DO Work with:
 We will approve ANY and ALL pharmacies endorsed by
the TVMA or AVMA.
 At the time of this procedure was written the
pharmacies we are aware of that are endorsed by
TVMA or AVMA:
o Our Website: www.legacyvet.com
o Vet’s First Choice
o Vetstreet
o Local Human Pharmacies approved by our dr’s
Who We DON’T Work with:
 We will not approve any meds from websites NOT endorsed
by the TVMA or AVMA.
 This include 1-800-PET-MEDS, Foster’s and Smith, and
others.
 Why Only Certain Pharmacies?
o Medications purchased from these discounters are
not guaranteed by the manufacturers.
o Our doctors cannot comfortably prescribe meds
using a place they cannot assure is effective and
safe.
 For example:
o If a client purchases heartworm prevention from a
discount website and the animal tests positive for
heartworms, the manufacturer of the medication
WILL NOT pay for medical treatment.
o If the client purchases heartworm prevention from
us or a TVMA or AVMA approved pharmacy and the
animal tests positive for heartworms, the
manufacturer WILL pay for medical treatment.


[117]

What to do:
 If the owner insists on using a non-approved pharmacy, our
doctors can write a script and the client may get it filled at a
place of their choice at their own risk.
 When we give the owner the written script, we will also give
the “Pet Internet Pharmacies” brochure while describing
the benefits of using a reputable pharmacy.
 Determine the difference in daily or monthly cost of using
our pharmacy vs. the one they want. Show the client the
difference.
 If it’s an approved pharmacy you give the script to the
doctor for approval.

Drill/Quiz for “Internet Pharmacies”:
1. Why do we have this procedure? What happens if we don’t know it? If we don’t use it?
2. What pharmacies do we approve from? Why?
3. What pharmacies do we NOT approve from? What could we do if the owner insists?
4. A client requests a med from 1-800-PetMeds. Role play with your trainer acting as a client.
Explain to the trainer (client) what you say to the client. Keep practicing until both you and your
trainer are comfortable you can do it while keeping a happy client and we have done all we can
to keep their pet safe.








































[118]

19064 – Late Clients

Results Statement: To assure we maintain 100% customer satisfaction for all clients
by assure we stay on time for our “on-time” clients while ALSO
giving appropriate options to our clients who are late by 10
minutes or more.


Primary Responsible Position: Receptionist

Definition of “Late”: Client arrives in front door 10 minutes or more after the
scheduled appointment time. This does NOT include those
instances where we improperly scheduled or confirmed this
appointment.



What to Do:

 Receptionist calls all clients who are late for their scheduled appointment time by 10 minutes or
more: They create Follow-Up in AVImakr for this call. See AVImark procedure under “Follow-
Ups” in the Hospital Policies.
 Late for Grooming Appointment
o Ask the groomer if they can still take the pet and keep all other grooms on time.
o If yes: Inform the late client we can take them but there will be no promised time for
completion of the groom.
o If no: Inform the client we will need to reschedule the groom. Find the most
appropriate time.
o If client is upset refer them to management immediately.
o Add a follow-up and post to the patient record with a date/time stamp
 Late for DVM Appointment: Inform the client OUR RECORDS show we had them scheduled for
(appointment time). Inform the client they have the following options:
o First see if we have an available appointment to move them to now. It could be with
another available doctor. This time would be set in a way that the client does not have
to leave AND we can keep all other clients on time too.
o Offer these FOUR potential options:
1. Emergency: We can see their pet NOW as an emergency (emergency exam fee
applies)
2. Urgent Care: We can fit them into our regular appointment schedule although
we don’t know how long their wait may be (urgent care fee applies).
3. Reschedule: We can find a new time and/or date that works for all.
4. Drop-Off: They can drop off their pet for the care if before 10:30 AM. If after
10:30 AM the doctor can approve a drop-off if it works.





[119]

Drill/Quiz for “Late Clients”:

1. Why do we have the procedure for late clients? What is the result we are looking for?
2. What would happen if we did not have the procedure? If we just took them in? If we turned
them away for being late?
3. What do we define as “Late”?
4. Role play with your trainer while you use AVImark. Do the following scenarios where the trainer
pretends to be the late client:
a. Client is 20 minutes late for a groom
b. Client is 12 minutes late for a doctor appointment and:
i. Chooses an emergency
ii. Choose an urgent care
iii. Gets upset and blames us.
iv. We messed up the appointment by forgetting to confirm it yesterday.























































[120]

19066v – Marketing Reaches Log

Result Statement: To track, log, and manage our ability to convert phone calls from
potential client (marketing reaches) to booked appointments. We do
this so we can provide more excellent care to more pets. As a result,
more pets will be healthier and happier, the main reason LVH exists.





Primary Responsible Position: Receptionist

Why: This log tells us two things:
 Effectiveness our marketing expenses and client referrals
 Effectiveness of each receptionist to convert potential clients in to
actual clients


What: Clip board with multiple labeled “Marketing Reaches” at the top.

Where: Kept out on the counter by each phone in the reception areas including
the check-out area.









































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How:
1. Every time a phone shopper calls, follow “Phone Shoppers”
procedure EXACTLY AS WRITTEN.
a. Found on Staff Shares  Procedures Manual (date) 
Policies and Procedure  Receptionists  19000
Receptionists
2. Make sure to get the potential client’s name and phone number
IMMEDIATELY, in case you get disconnected.
3. In addition, record the following information on the log sheet:
a. Date
b. Source (IMPORTANT - where they FIRST heard about us)
c. Reason for Inquiry
d. Result of call - Booked? Call Back?
e. Staff Initials
4. All receptionists must turn in the marketing reaches sheets to lead
receptionist message box in pharmacy at the end of each day. See
the reception PM checklists. and
5. Lead Receptionists will turn the completed weekly marketing
reaches sheets to director of administration message box in
pharmacy on Monday evenings by 8 PM
a. See “Marketing Reaches” procedure under lead receptionist
b. See weekly checklist for lead receptionist
c. The numbers will be summarized for each receptionist and
for the entire week.
d. We have a goal of maintaining over 75% for Marketing
Reaches to New Clients




Drill/Quiz for Marketing Reaches for Receptionists:
1. Why do we have this procedure? What would happen if did not do it?
2. How does this procedure ultimately make things better SPECIFICALLY FOR YOU?
3. What is our goal for the percentage of the marketing reaches we expect to book.
4. Show the marketing reaches log to your trainer. Go get it.
5. Role play with your trainer pretending a potential client just called. Record a pretend log and
what happened with the call. Role play one that books and one that does not. Scratch out both
lines and write “practice” next to the scratched out line so we don’t record it on the next week’s
stats.
6. Put the marketing reach log back
7. Get a pass and sign off when your trainer is confident you can do this and want to….and that you
will do it accurately, even if several potential clients in a row don’t book and appointment. We
want the real numbers, not numbers that look good. We can always make changes to improve
them if there are reasons potential clients don’t book. Look at the “Phone Shopper” procedure.
Booking appointments is the MOST IMPORTANT part of receptionists jobs!




[122]

19068 – Medical Records Releases

Result Statement: To assure great client service and great patient care regardless
of the location of that care by sending both complete and
accurate other veterinary hospitals or clients.





Why: Per the Texas State Veterinary Board - A veterinarian may not
violate the confidential relationship between the veterinarian
and the client.

How: When a referring veterinary practice (emergency or specialty),
another veterinary practice, pet insurance company or client
calls requesting medical records for a patient utilize the
Veterinary Medical Record Release Authorization form.

This form can be found under “Staff Shares”  Procedures
Manual (date)  “Forms-Misc”





























1. Tell requestor that a veterinarian must authorize release of medical records and authorization
can take up to 24 hours. In most cases we can send earlier, immediately if it’s an emergency or
patients health is dependent on these records.
a. Ask for an email address to send records, if email address not available get a fax #







[123]

2. In Avimark go to the patient’s chart
a. Place mouse in Patient Field (Active Patient will be blue or pink; Inactive/Deceased
Patient will be gray) , right click, select chart
b. Print for last TWELVE visits or greater depending on veterinarian direction
c. Under the section “Include the following…” Uncheck the following boxes
i. Charges
ii. Client Alert
iii. Client Balance
iv. Client More Stuff
v. Client Phone
d. Check additional boxes
 Hospital Name on Page
 Vaccine Info
e. Hardcopy – Select Print
f. To send via email --Select Preview
i. Click on File  Save as  Type: Adobe Acrobat PDF
ii. Save Patient Name & Client Last Name + Current Date in Scanned Records
3. Add a Follow-Up to patient’s record, date/time stamp it, list the place you send it to and fax # or
e-mail address.
4. *IMPORTANT Final Step*: Once sent please put a copy of this request in the message box of
the executive director. The ED will call this client ASAP to keep them and their pet coming here
if at all possible.




Drill/Demonstration for “Medical Records Releases”:


1. Explain what the result statement means to you in your own words.
2. Why would you need to do this procedure this way?
3. What would happen if you did it differently or missed steps?
4. Demonstrate at least TWO patient records following the above. BOTH should be able to be
done in LESS THAN 5 minutes before moving trainer and trainee signs off.
5. What is the final step? Who do you give it to? Why?























[124]

19072 – No-Shows

Results Statement: To assure good client service by making sure we have clients booked
that will show-up as scheduled. We assure great patient care by re-
booking pets for services they need. We additional have arrangements
for clients who have repeatedly “no-showed” in a way that is courteous
and best for both that client and the hospital.





Primary Responsible Position: Receptionist


Why: Clients that “no-show” have taken up space that other clients could
have used. We had staff waiting to help them.

We recognize this is can easily happen to anyone. We do not blame or
charge an extra fee…BUT we have special arrangements for those
clients that repeatedly no-show, especially for grooming and surgery.

WHEN this applies:

 All No-Shows – client gets a call 10 minutes after scheduled
appointment to reschedule.
 ONE no-show for surgery – special arrangements (see below)
 TWO no-shows for grooming – special arrangements (see below)

WHAT this applies to: Surgery and grooming appointments ONLY.

For all OTHER appointment types: Doctors, execs, and managers use
good judgment to determine if this procedure applies.

























[125]

WHAT to do: All clients that “no-show” are called by the intake receptionist 10
minutes after the scheduled appointment time. We need to reschedule
them in order to assure other appointments stay on time. They can do
a “walk-in” or “drop off”. See separate procedures.

Grooming and Surgeries: These clients with ONE no-show for surgery or
TWO more no-shows for grooming are required to do the following
BEFORE they can book their pet for grooming or surgery:

1. Discuss this plan with an exec or manager (department head).
2. Sign a “pre-payment from” – found under “Procedures Manual
(date)”  “Forms-Misc”
3. Pay a deposit for the FULL expected amount of the surgery or
groom
4. This deposit is non-refundable and applies ONLY TO THIS SURGERY
OR GROOM, not other dates or other services
5. This agreement is in place for 6 months with all future surgery or
grooming appointments.



Drill/Quiz for “No-Shows”:

1. Why do we have this procedure? What would happen if we didn’t?
2. If we did NOT have or follow this procedure how would it negatively affect YOU?
3. What do you do if a client just fails to show for a vet appointment? For a tech appointment?
4. What do you do if a client “no-shows” for a surgery?
5. How many no-shows for grooming before you do the special arrangement with the form?
6. Show your trainer where you would print this form? Who does the client need to speak to first?






















[126]

19074 – Organization of Files and Paperwork

Result Statement: To keep a meticulously organized reception area that will save
time for all receptionists while promoting an image of trust and
peace-of-mind for our clients and staff. To also maintain a
system in helping pets get needed treatments that they
otherwise may not have.



Primary Responsible Position: Receptionist

Unaccepted Treatment Plans: For any clients that did NOT accept all recommended
treatments during check-in:
 Unaccepted treatment plans will be placed in the bin in the
check-out room. The bin is located on the counter on the far
right side against the wall.
 The client coordinator will pick up the treatment plans
throughout the day and call these clients.
o After calling clients on these treatment plans the
client coordinator will place these files in the re-file
bin.
o If the patient is still in the hospital boarding or
grooming, the treatment plan will be placed on the
patient’s clip board in the bin for that area.

Drop-Offs (groom, boarding, vet): After patient checked-in and receptionist has paged for pick-up:

 After check-in and paging: “Tech/TA/Kennel
Attendant/bather/Groomer”…”to reception area for a
drop-off.” the patient’s record and treatment plan is placed
in the tray on the counter facing the exam rooms for pick-
up when they get the pet.
 The appropriate staff member (tech, TA, kennel attendant,
bather, groomer) with will pick up the treatment plan, greet
the pet and client, then write the treatment on the
appropriate glass board (grooming, bathing, boarding,
treatment, surgery, tech, etc).
 The treatment plan will go into the correct bin.
 When the treatment is complete, the record is notated, the
item is erased, and the treatment plan will go into the
correct bin.










[127]

Drill/Quiz for “Organization of Files and Paperwork”:

1. Why do we have these specific areas for paperwork? What would happen if we did not follow
this exactly the same for all staff?
2. If a client does not accept full recommendations where do you put the treatment plan? Why?
3. After you check-in a drop-off for vet services, boarding, or grooming where do you put the clip
board?





































































[128]

19076 – Out-Of-Stock Items

Result Statement: In the event we run out of an item, which should be very rare, we
assure we have steps in place to get the item for the pet and client in a
way that satisfies both.






Primary Responsible Position: Inventory Manager (ALL other positions use this procedure)

Key Point: We never “owe” a client pills or medication. Clients can pre-pay for a
product before it arrives but our records will NOT show they got an
item(s) if they have not.

“Why” for The Key Point: If we “owe” a client a product, the medical record will be inaccurate by
showing a client got and item but did not. This is illegal!

If we “owe” a client a product, it will also create inaccurate counts in
our inventory system by showing we have a negative quantity of an
item. This is impossible!
What is Out-Of-Stock: If we do not have enough pills or are completely out of stock on a
prescribed medication:





































[129]

What to Do:

1. Ask the doctor is they would like to offer a substitute or prescribe the number of pills we have in
stock.
2. If so:
A. Fill the medication as usual
3. If not:
A. Give a written note to the inventory Manager of the medication needed to be ordered.
B. Call the client to let them know we are ordering it and let them know when we expect to
have it in stock. If the inventory Manager is not in or not available you will need to call the
client again after we know when to expect it. Make sure this is okay with the client.
Otherwise we may need to borrow from another clinic.
C. Add a follow-up to AVImark to call the client when it is in stock.
D. Fill out the Out of Stock Medication Form. (located in the drawer below the computer in
pharmacy and in the procedures manual under “Forms-Misc”)
E. Place the completed form and the printed prescription label on the Out of Stock board
(under the refill request board) with a push pin.
F. When the medication is in stock and in AVImark fill the medication as usual.
1. Fill the medication
2. File the medication in reception
3. Call the client
4. Add a follow-up of the call.
G. File the completed form in reception in the Out of Stock Medication folder located in the
drawer where the filled medication is filed.


Drill/Quiz for “Out-Of-Stock”:

1. Why do we have the procedure? Why do we do it this way?
2. If we run out of med can we just enter in their record as if they got it and then “owe” it to them
when it comes in? Why or why not? Explain exactly why or why not.
3. Open “practice client” with your trainer. Pretend the client wants 2 bags of canine EN 6 lbs and
we are out. Follow all the steps showing your client what forms you fill out, how, and where.
Print the form, fill it out, show your trainer where you would put it.
4. Now with the “practice client” situation above pretend the food just came in. What do you do.
Do those steps all in pretend.
5. Get a pass when your trainer is certain you know exactly what to do when we are out of
something a client needs/wants.











[130]

19078 – Payment Plans

Result Statement: Both our clients and staff have two options for arranging
payment plans for services they cannot afford at the time of
service. This procedure assures financial arrangements are
made BEFORE the service(s) are completed. This procedure
allows pets to get care that otherwise may not.





Primary Responsible Position: Client Coordinator


How:



 Individual MUST apply for Care Credit and/or VetBilling (see
separate procedures).
 If approved: We follow the recommendations of Care Credit or
Vet Billing.
 If declined: We make alternate treatment plans for the pet that
the client or employee can afford. The doctor can help with
these decisions.
 Only execs and doctors may make alternate payment plans
based on good judgment for both the individual and the
hospital.


Drill:


1. Name the two types of payment plans we offer.
2. Show your trainer the procedures for each in the hospital manual (electronic or hard copy).
3. Do employees have different payment options than clients?
4. What do you do when a client or staff member gets declined on our payment plan options?
5. Why do we have this procedure?
6. What would happen if we did not have this procedure? What if we followed something
different?















[131]

19080 – Phone Handling and Taking Messages

Results Statement: To properly answer, manage, and route all incoming client phone calls.
Assures all who call are completely satisfied and handling their reason
for calling, even when taking messages.




Answering the phone:

 Say four things: “Good morning, afternoon, or evening. Thank you for
calling Legacy Veterinary Hospital, this is (your name). How may I help
you?”
 All calls must be answered within 3 rings
 If the phones start ringing while you are assisting a client in the lobby,
ask the client in the lobby to hold on for just a moment so that you may
answer the phone.
 Immediately respond with GENIUNE CONCERN. This could include
simply repeating it back to them to be sure you heard and understand.


Don’t Know the Answer?

1. In most cases the best answer is, “That is a tough question. I would
recommend you see one of our vets for that. I can get you in……….”
2. Otherwise TAKE A MESSAGE ON THE MESSAGE FORM!! Even if YOU
will be answering the question. This will save YOU about 5 minutes.
3. It will take too long to put them on hold. You will have find the person
who has the answer, make sure they are available, repeat the question,
understand the answer, then get back to the phone to answer it. This
will take more than 1 minute. We don’t leave anyone on hold over a
minute.
4. It is totally okay to say “I don’t know” as long as you follow up with “I
will find out for you”. Doctors do this all the time, even with serious pet
problems.
5. CRITICAL POINT: If this is new client or marketing reach:
a. Tell the client you will get the answer and WE will call them
back within 10 minutes.
b. Take a message or route the call to our director of public
contact.
c. Pretend they are on hold and get the answer or find the person
that can answer it NOW!
d. Someone must call them back within 5 minutes, even if it’s just
to tell them it will take longer to get the answer (under-
promise, over-deliver). If we wait more than 10 minutes they
WILL call another vet!



[132]

Multiple Phone Lines or a Busy Lobby:

 Each receptionist should be able to handle at least 3 lines at the same
time without leaving a client on hold for more than a minute without
being updated.
 If you need to place a call on hold immediately while you are assisting a
client or call, answer the call with:
o “Good morning, afternoon or evening. Thank you for calling
Legacy Veterinary Hospital, this is “____” speaking. Is this an
emergency or may I place you on a brief hold?”
 Once the client on the phone acknowledges that it is okay to place them
on hold, place the call on hold
 If the phone starts beeping at you while you are helping the clients in
the lobby, pick up the headset and let the client on the phone know that
you haven’t forgotten them.
o Ask the caller, “To avoid having to keep you on hold, may I
please take your number and call you back?”
o Make sure when you get the client’s name, phone number, and
pet’s name. Take the message ON A MESSAGE FORM, not on a
scratch piece of paper.
 Thank the client and call them back within 15 minutes.


Placing a call on hold: On the phone press Hold. You will see the light on that line blinking.

Picking Up a Call On-Hold: Pick up the phone and push the blinking button of the line on hold.


Returned Robocalls:

When a client returns a robocall:
1. Open the client’s account
2. Review the patient’s chart follow-ups/communication notes
3. If the client is returning a call from a follow-up that states
“Client Activation Dr. “___” VM, transfer the call to the Client
Coordinator, if available.
4. If CC not available, say, “Dr. ___ wanted to remind you that
“pet’s name” is due for vaccines and wanted to get you
scheduled. What day works best for you?”
5. If you are completely swamped, say, “Dr. ___was calling about
“pet’s name. I will have the CC call you back. What’s a good
number?”
6. Document the communication on the patient’s chart and give
message to CC.






[133]

To use the Paging System:

 Press the “Paging” button.
 Pick of the phone.
 Wait for the beep.
 Page what you need to say:
o Note: Everyone will hear what you say. Be professional in what you say and HOW you
say it.
o ALL pages have three parts:
1. The page (example: “I need a kennel attendant to the reception area.”)
2. “Please”…then pause….
3. Repeat the same page above (this gives a chance for everyone to hear if they
missed it the first time).

To page for a DVM appointment or to page a groomer:

 Press the “Paging” button.
 Pick of the phone.
 Wait for the beep.
 Page the appointment:
o “CL Dr. ____”…. “please”….”CL Dr. ____”….”Thank you.”
o “(Groomer’s name) or “grooming assistant” to the front please…..(Groomer’s name) or
“grooming assistant” to the front…Thank you.”


Transferring Phone Calls to Other Staff Members:

 Place the call on Hold
o On the phone press Hold. You will see the light on that line blinking.
 Look for the extension you want reach on the list on the phone.
 Call the person/area extension & give them the details of who is on Hold. If the staff member
wants to take the call, give them the appropriate line number.
o If the recipient can’t take the call: TAKE A MESSAGE. See below.

Taking a Message:

 Take a message ON THE MESSAGE FORM, not on a scratch piece of paper.
 IMMEDIATELY page kennel or TA to come get the message.
 Ask the kennel attendant or TA to put the message on the staff member’s message
board IMMEDIATELY.
 RECEPTIONISTS DO NOT LEAVE THE RECEPTION AREA UNLESS IT’S AN ABSOLUTE
EMERGENCY WITH NO OTHER OPTION.

Our Phone Numbers: Main Line: 972-335-9292
Fax: 972-335-9210
Line 2: 469-287-9007
Line 3: 469-287-9049
Line 4: 469-287-9049
Line 5: 469-287-9050 (for emergencies during staff meetings)

[134]

Quiz and Drill for “Phone Handling and Taking Messages” (open book):

1. Why do we have this procedure? What would happen if we all did not follow it
the same?
2. Role play with your trainer using pretend objects as phones and a piece of paper
with pretend lines on hold:
a. Answering the phone
b. Handling multiple phone lines while pushing the pretend buttons
c. Answering the phone and putting someone immediately on hold.
d. Picking up a line on hold
3. What do you do if the client asked you a weird question like, “Do you sell cat
diapers?”. Hint: First show genuine concern. Then what? Why? How does
this help YOU?
4. What if this unusual question was from a new client or marketing reach?
Explain exactly what you would do and why. How long do you have? Why?
5. Using a cell phone with your trainer answer the call, put them on hold, and pick
up the on hold as if they were a client. Transfer the call to another actual staff
member in the building until they pick up with the trainer on the cell phone.
6. Page overhead something you may need to page as a receptionist….Using our
actual phones and paging but saying “Cancel” immediately after.
7. Page overhead for a pretend appointment…but use “Dr. Johnson”. Then say
“cancel”.
8. Using a pretend call with pretend objects as phones and an actual message pad
take a phone message. Demonstrate out loud how you would get this message
to the right staff member (paging) and when (immediately).
9. As a receptionist, do you leave the reception area? Why or why not?
































[135]

19082 – Phone Shoppers




Result Statement: Assures at least 70% of POTENTIAL CLIENTS and PHONE SHOPPERS happily
chooses to schedule an appointment because the receptionist showed a
genuine concern for the pet and client.




Overview: The first phone call is the most important phone call and contact we will have
with the potential client. When they call in means our marketing worked!
Make it EASY AND OBVIOUS they should come to us.

It is important to focus ONLY on this call and keep them on the phone for at
least 90 seconds. Do not get distracted! Keep control of the conversation while
having a genuine concern. Smile, have fun, and show your personality. It is
most important to remain FRIENDLY and TRULY CARE!!!

Training Resource Video to Watch:

Phone Shoppers: Dr. Joel Parker VPS


http://www.youtube.com/watch?v=ZtVL15ja75s






































[136]

Procedure: The goal is to get the client booked to see one of our great doctors, groomers or board their
pet(s). When they are ready to book, you can skip to the end and book the appointment. You are done.
Keep the marketing reach journal in front of you to enter the info they give you as they tell you.

1. Answer the phone: “Good morning (or good afternoon) Legacy Veterinary Hospital. This is
(your first name). How can I help you?”

 In most cases the client will ask, “I was calling to see how much a ____ is.”
 If they say “I was calling to book an appointment.” Skip to the end and book it.

2. “I will be happy to get you the price of _____. Is it okay if I ask you a few questions before I
give you the price?”
 In most cases they will say sure or okay. Move on to the next step.
 If they say no, simply skip to step #6 below and give them the price they are asking for.

3. “Can I get you name and phone number in case we get disconnected?” WRITE IT DOWN.

If our DPC is working NOW: “Let me transfer you to (name), our new client specialist”. Transfer call.

4. Ask GENUINE questions of concern :

“What is your pet’s name?” WRITE IT DOWN. “What kind of dog/cat is
_____”. WRITE IT DOWN. “How did you hear about us?” WRITE IT DOWN.

5. Respond with genuine concern or comment about something they said in #4 above that caught
YOUR attention.


(For example: “Oh, we love Mrs. Spears. We are so glad she told you about us.” – or – “Border
collies or so energetic!”)

6. “Thank you. The average cost of ____ is $__ to $___. It will be this same range all over Frisco,
BUT we need to get ____ to see a vet for the exact cost. The normal exam fee is $__, but it’s
FREE for your first visit.”

IMMEDIATELY go into the next step. Don’t ask them further questions or start asking them if they
want to come in.

7. “We have appointments available seven days a week. What day works well for you? Morning
or afternoon?” Offer them TWO available times during that window. (or days needed for
boarding, etc.) Book the appointment! Don’t ask. Expect that they will!

8. Fill out your marketing reach journal completely and IMMEDIATELY. ENTER that information
into AVImark as a new client IMMEDIATELY.”

Note: The above 8 steps should take about 3 minutes to complete. Outside of an emergency the
OTHER CLIENTS CAN WAIT for this 3 minutes. If you are VERY busy and it starts to take longer, you can
ask if it’s okay to call them back with more details. Call them have someone else call them WITHIN ONE
HOUR.



[137]

Quiz and Drill for “Phone Shoppers” (open book):

1. What is your understanding of Dr. Joel Parker’s video on phone shoppers?
2. WHY would you and all receptionists follow this script? What would happen if you didn’t and
everyone said their own thing?
3. Show your trainer your marketing reach log kept up front.
4. Role play with your trainer you the exact 8 steps including the journal and entering in AVImark.
Do this AT LEAST THREE TIMES with different scenarios (boarding shopper, sick pet, shots, etc).
5. Trainee gets a pass when they can go through above steps comfortably and happily within 4
minutes. Trainee show full understanding and willingness to follow these steps at all times.
































































[138]

19084 – Picture Downloading into AVImark

Result Statement: To assure an “above and beyond” factor by attaching pictures of
our patients and their outside paper records to the pet’s record
in AVImark. It is done in streamlined way that keeps these files
organized appropriately at all times.









Why: This allows both our clients and our staff to easily view any of
these files and pictures quickly and easily.

Doing it this way also allows us to recover from a possible loss
of computer files by allowing us to quickly re-attach all these
files and pictures to each patient’s record in one step.

Where: Photos are stored in a folder named PHOTOS on the server.
Photo images need to be saved as: .jpeg, or .bmp









































[139]

“How” using a Digital Camera: The steps below discusses the most direct ways of saving
photos through the AVIMARK image editor.

While it is possible to attach photos to several areas (dental
cleanings, radiographs, etc.) of AVIMARK, this procedure will
only discuss attaching photos to the patient area.



1. Take the Pet’s Picture with a Digital Camera:
2. Hook the camera up to the computer
3. Rename the picture with the patient name and owner last
name in order to search for later to upload into correct
patient record
4. Make sure that AVIMARK is running. Go to Patient File that
you want to upload photo
5. At the Patient CID (main AVImark screen on the patient’s
name)  Right Click  Select Photos  My Photo
6. At Image Editor window select File  Open
7. Go to Computer Icon  select removable disk (Camera)
Icon  Select Open
8. Select Folder marked DCIM…Double Click
9. Double Click on Folder 101MSDCF
10. Search for the Digital Photo Name that you want to load
and select  Open
11. Image Editor appears again … Photo is enlarged in Image
Editor (Don’t worry it will resize itself in AVIMARK).. 
select Open
12. Image Editor Window opens again….,  Select OK
13. Confirm Window Appears “Changes have not been saved,
Save Now”  Select Yes
14. Photo is now in the patient section of the medical record


























[140]

“How” by using a Tablet/Smart Phone:



1. Send the photo to [email protected]
2. To Download the photo click on image ….. Image
Preview. Right click, Save picture as
3. Note you are in the Photo Folder on the Server
4. Choose Avimark1
5. Enter File Name… Patient Name and Client Last Name
plus Client # … Select Save
6. Go to AVIMARK and search for the owner and patient
7. Right click on the Patient CID --- Select Photo ----My
Photos
8. At Image Editor ….select Open..
9. Search for the name of the patient (For example: Ivie
Craighead), Select Open







10. Image Editor appears again … Photo is enlarged in
Image Editor (Don’t worry it will resize itself in
AVIMARK).. select Open
11. Confirm Window Appears “Changes have not been
saved, Save Now” Select Yes
12. Photo is now in the patient section of the medical
record






















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How for Dental Photos with Digital Camera, Smart Phone or Tablet:



 Follow same procedures as above
 Instead of downloading the photo in the Patient CID go to the Medical History of the Patient
 Search for the Dental Code: Dental Prophylaxis (Level I or Level II or Level III or Level IV)
 Right Click at Dental Code - Select File Attachments.
 History File Attachment Window appears – Select Icon with Plus Sign (New File)













 Under the New History File Attachments
o Description: Dental Photos Before
o Click … to open up window. Select Removable Disk
 Double click on DCIM Folder
 Double Click on 101MSDCF Folder
 Search for Photo and select OK
o Photo will download as a .jpeg File and Description will record either Digital Photo # or
Patient Name with Client # (Depending on where you obtained the photo: I.e. camera
or via email)
 Repeat for attaching additional Photos
o Description Dental Photos After

NOTE: Same procedure will work for downloading radiographs or outside records




























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DRILL/DEMONSTRATION for “Picture Downloading”:



1. Why do we do this? With photos? With paper records from other vets?
2. Why do we do it this way?
3. What would happen if we all did it DIFFERENTLY or some people found a different way to file or
organize and attach that worked?
4. Pull up the “Practice Client” in AVImark.
a. Get the camera. Take a picture of anything and attach it to a pet’s record in this client’s
file.
b. Repeat “a” one more time.
c. Draw a quick picture on a piece of 8 ½ X 11 paper. It can be simply a smiley face.
d. Pretend this patent just returned from the dermatologist. This picture you just drew is
the records from the dermatologist. Attach it to the record appropriately in less than 5
minutes. Repeat until you get it.
e. Do the same as “c” and “d” above but this time your picture is records from a previous
vet. Pretend this client just moved here from Alaska. Repeat until you can do it in less
than 5 minutes.
















































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19086 – Prescription Pet Foods for Non-Clients

Result Statement: To be able to sell prescription foods for future clients or non-clients
both safely and legally. We sell it in a way that helps the pet, client,
and hospital.




Primary Responsible Position: Receptionist

Legal Requirement: It is legal to sell prescription food to non-clients as long as the food does
not have a federal drug legend. None of our foods have this, therefore
they are not considered prescription drugs at the state or federal level.

We can sell any over-the-counter pet foods to anyone at any time. We
prefer to get the client’s contact info and enter them into AVImark as a
client, but this step is not required.

What We do:

1. We will sell prescription food to non-clients that request it so long as
they fill out a new client form and are entered into our data base.
2. We will attempt to get their medical records from their vet, but it isn’t
required.
3. AFTER the sale and the records are received, we will submit them to a
doctor for review. This is simply to make sure we sold the appropriate
food and address any medical concerns or future care needed.
4. Optional - Doctors or nutritional tech specialists can add a follow-up to
the record for any present or future recommendations.

Drill/Quiz for “Prescription Foods”:

1. Why do we have this procedure?
2. How would it be for the client if we did not follow this procedure and would not sell the food
until they had an exam? How would it be for you?
3. What do you do when a future client or non-client requests to buy a prescription pet food?
4. Get a pass for this procedure when your trainer is sure you know what to do in these cases…and
know how.














[144]

19088 - Radiograph Report Downloading (Antech)

Result Statement: To maintain prompt patient records with outside lab results and
radiograph reports.

Primary Responsible Position: Receptionist

How: Login to the website: www.antechimaging.com

 User Name: legacyvh
 Password: legacyvh1

Enter Date(s) and select:
 Go to see available imaging study or Consult Report

Select:
 Download Study or
 View Only Study or
 Radiology Consult Report

To Download Consult Report into AVIMARK
 Select Action
 Print Report
 Scan as PDF and enter into patient medical record
 Attach to Entry –

Provide Copy to Veterinarian assigned to case
 Highlight Patient Name
 Place in appropriate Veterinarian “In Box”
 View Consultation
 Print Study
 Place printed copy in the doctor’s lab results box.
 Once completed Log Out from System























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Demonstration/Drill For Radiograph Report Downloading:

1. Explain the results statement in your own words. What does it mean to you?
2. Why would you need to do this? What is the purpose?
3. What would happen if you did this differently than how it’s written? Why would you want to do
it the way it’s written?
4. Demonstrate downloading radiograph reports from in front of your trainer. Make sure it works
and took less than 15 minutes. Sign off when both trainer and trainee knows it’s done right.

































































[146]

19090 - Reconciling Transaction Journal




Results Statement: To assure great patient care DAILY by ensuring medical records are
entered accurately showing the provider (doctor or groomer).










Primary Responsible Position: Receptionist

When: Daily before leaving each night (on the PM checklist


How:

1. After the closing of each night print a “Transaction Journal” for all of
today’s patient visits.
2. Change/correct any inaccuracies (see below)
3. Print a new transaction journal for the same period that is accurate
4. Place this new transaction journal in the message box of the
director of admin before leaving every single day, seven days a
week.


































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