Page 52 - Zoo Animal Learning and Training

36 Tasks for the Veterinary Assistant

option. A third option is to let the client come in Some clients will ask to see a specific doctor and will
and wait to be worked in, but they must understand wait to see her/him. If it is a routine or non‐life‐threat­
that it could be a substantial wait because clients ening visit it is fine to accommodate them and schedule
with appointments will be seen first. for that doctor. However, if it is something that shouldn’t
6. Emergencies trump all other appointments. Life‐ wait try to convince them to have whomever is available
threatening injuries or sudden onset diseases or to examine their animal.
conditions must be seen right away. It is to be hoped Walk‐in clients are those that bring their pets in
that the client has time to call ahead to alert you without an appointment. This was more of an issue in
that they are coming and inform you of the con­ the past, but it still happens on occasion. Again, treating
cern. Ask them an estimated time of arrival so that these clients well is important but so are your clients that
you can alert staff to the impending emergency and made appointments! If it is a non‐life‐threatening con­
approximate time of arrival. Then if there are cern, you can offer them three choices:
clients in the reception area let them know what has 1. They can wait and be worked in between clients,
occurred and offer them the choice of rebooking but clients with appointments will be seen before
their appointment, that their appointment may be them.
interrupted when the emergency comes in, or they 2. They could come back if there is an available space
can wait to be seen after the emergency is stabilized. later in the day.
If this impacts the rest of the day it is best to call 3. They can leave their pet at the hospital, again
clients and reschedule those routine appointments incurring a kennel fee.
or alert them that they may have a wait and give
them their options. It is to be hoped that they will be reasonable and take
one of the offered choices. Sometimes, however, people
Table 3.1 gives you an idea of what are routine proce­
dures, what conditions should be seen as soon as pos­ can become a bit combative and if they become angry or
abusive you may have to ask them to leave.
sible, and what are considered emergencies.
There are of course other calls that come into the
clinic. Clients will call with questions about their pet’s
Reflection health concerns, but almost always the pet will have to
been seen by a veterinarian because diseases and condi­
Can you think of other reasons a client would tions cannot be diagnosed over the phone. Plus, there
bring their pet to the clinic? If so jot down your would not be a veterinary–client–patient relationship
ideas and share them with the class. established, especially if the client hasn’t been to your
hospital before. Sometimes, if there is a relationship
established and the condition is a reoccurring one, the
veterinarian will consent to prescribe medications without
Now that we have that information in place let’s offer seeing the patient. This is up to the veterinarian and you
up appointment times. Once the client indicates what they must always ask before promising anything to the client.
need done you will look at the appointment book and pick Calls also come in asking about the cost of services. This
a day or two days depending on the reason for the visit.
is an opportunity for you to show the value of coming to
your hospital. The following scenario demonstrates how.
Scenario: Telephone
Good morning, Valley Veterinary Hospital, this is Teresa, how Good afternoon, Valley Veterinary Hospital, Teresa speaking, how
may I help you? Hello Mrs. Smith! You need to get Jack in for his may I help you? Client: I just got a new puppy and I’m calling
vaccinations? Let me look to see what I have open. It looks like around to see how much it will cost to get her first vaccina­
there are openings on Tuesday or Thursday. Will either of those tions. Congratulations! Can I have your name please? This is
days work for you? (Or you can say, did you have a day in Marsha Smith. I’m so glad you called us, Ms. Smith, we love
mind for the appointment?) Once they have selected a talking about new puppies! How old is your puppy and what is her
day, offer them two times and wait for their response. On name? She is 8 weeks old and her name is Lottie. Marvelous,
Tuesday I have a 2 p.m. or a 3:15 p.m. Or you can say, do I love the name Lottie! You are calling at the right time. She will
you prefer morning or afternoon if that is an option. If require a combination distemper, hepatitis, parainfluenza, and
they select morning, then offer them one or two times if parvovirus injection now with a follow‐up booster in 2 weeks. Our
available. Mark the appointment book or make the entry puppy visits include a thorough physical exam by a veterinarian,
in the scheduling screen on the computer. Confirm who an internal/external parasite check, and nutritional information
it is for, the time of the appointment, and a phone by our credentialed veterinary technician. The first puppy visit is
number where they can be reached. OK, Mrs. Smith, I $120.00 and that includes everything I just mentioned. It will
have you and Jack scheduled for 3:15 p.m. on Tuesday, August take about 30 minutes as we want to be thorough and make sure
8. Is your phone number still 555‐822‐1234? your puppy is healthy. Do you have any questions about the visit?