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Chapter 3 Veterinary Business Protocols 45

Accounts Receivable Reminder cards These are used to remind clients
that their pet’s yearly vaccinations are due. They are usu­
Some practices will allow clients to charge for services ally sent out a week before the due date. They can be
rendered. This is not a common practice in small animal paper cards that were filled out a year ago by the client as
clinics, but it is done in large animal practices. Large a wrap up to their visit or they can be a generated email
animal veterinarians will fill out a charge form once the utilizing the management software.
visit is completed. Some will give the client a copy before
leaving the farm, but most will utilize the management
software to generate a bill. Once generated it can be sent Day’s receipts Two team members complete the tally
via email or by post to the client for payment. The client of the receipts and prepares the bank deposit. This
may have the option of logging into the payment feature increases the accuracy and honesty of the staff members.
and paying online or they will send a check to pay their This is often on a rotational basis, with perhaps the office
bill. A payment entry will be made in the management manager always being one of the members. The bank
software that requires the amount and check number for deposit slip is a listing of the day’s receipts that includes
it to clear the bill. cash, checks, and card slip totals. The deposit slip is
dated and signed by both staff members. Everything is
placed into a bank deposit bag and either placed in a
safe or taken to the bank by the practice manager or
Reflection owner of the clinic.

Why do you think large animal clients can pay Follow‐up calls Often the technician or the veteri­
after a bill is sent but small animal clients are narian will call the day’s surgery patients that have been
asked to pay before leaving the clinic.
discharged or the patients from the day before that were
sick to see how they are doing and answer any questions
the client may have. However, if they are dealing with
some emergency or difficult case you may asked to do
Day’s End Protocols this. You will need to pull up the file, call the best contact
number, and simply ask how the patient is doing. If you
can answer the questions with confidence do so, if not let
At day’s end there are several things that should be taken the client know that the technician or the veterinarian
care of before leaving for the night. These are tasks that will call them back later in the evening, ask them if the
ensure the following day runs smoothly, markets the number you used is a good number to use, mark a call
practice, takes care of the day’s receipts and follow‐up back slip, and make sure the appropriate staff sees it
calls, and ensures that the facility is secured. before you go home. Always mark the patient file with
the date, summary of the call, and your initials.
Reminder calls Although these can be done through­ Other tasks to complete before leaving the facility
out the day when there is a “moment in time” to do so, include:
often there are a few that need to be finished up. Calling
to remind clients of their upcoming appointment for the 1. Backup the computer data – this may be an
next day ensures that you won’t have folks forgetting and automatic setting but checking to make sure it is
big gaps in your schedule. doing it is important
2. Close and lock all doors and windows
3. Turn off all but the safety lights that are left on
Sympathy cards If there were any euthanasias during throughout the night
the day, a sympathy card should be generated, signed by 4. Turn on the answering machine
all the employees and put in the mail. This may be the 5. Adjust the thermostat for the front part of the
only acknowledgement of a deceased pet a client receives building to an energy saving temperature; the
and is greatly appreciated. animal wards should remain at a comfortable
temperature
Welcome to the practice or thank for the referral 6. Pull client records – if using paper files – for the
cards These cards are great little marketing tools that next day
show your appreciation for the client giving you their 7. Check exam rooms, bathrooms, and reception area.
business and for the client that referred business to the Are they empty? Are they clean?
clinic. Some practices will offer a little discount on a 8. Set alarms if everyone has left the building. If not
food item or 5% off a service as a referral thank you, it alert the remaining staff that you are leaving and ask
isn’t totally necessary but is a nice gesture. them to turn on the alarm when they leave.