The mission of a veterinary clinic is to take care of the patient. Owners that are satisfied with their appointment experience and the treatment given to their pet will continue to bring business to the company.

In order to manage the daily patient load, it is critical that the office be run efficiently. Establishing an office routine will help prepare the clinic for the day’s work—which in turn will help the day flow smoothly for patients, veterinarians and technicians.

Before Patient Arrival

Taking a moment to follow these steps before patient arrival will save time and help the day flow easily:

• Work schedules need to be checked to ensure that the necessary clinic procedures can be adequately staffed and appointment times can be maintained.
• Daily appointment calendars should be checked and distributed to appropriate areas – exam rooms, surgery room, front desk, file office, and office manager.
• The front desk area should be cleaned and stocked with appropriate supplies.
• Patient files should be pulled and placed in an allocated time slot concurrent with appointments.
• Exam rooms should be inspected and any supplies needed for appointments restocked.
• Front waiting area should be inspected and readied for patients – make sure appropriate materials are on hand for any cleanups, and that items are available for client use such as slip leads, nuzzles and crates.
• Check that bulletin boards with client information are up-to-date.
• Check to ensure that the retail area is stocked, tidy, and that product information cards, informational pamphlets and business cards are available at the front desk.
• Pull the next day’s patient list to make appointment reminder calls.

Patient Contact

• Acknowledgement of the client, their family and their pet is an important detail that should be done when they first walk through the door in order to make them feel welcome and comfortable that their pet will be taken care of.
• Double check on the reason for the appointment to ensure that the time is handled appropriately and supplies needed are available.
• Make sure the client is aware of all costs and has time to think about them before rendering services.
• Make sure the client is aware of payment options.
• When giving the final bill to the client, ask them to look it over and answer any further questions they may have about services provided.

Emergency Procedures

In case an emergency call comes in:

• Notify veterinarian and all technicians that an emergency patient is on its way in and provide any additional information given by the owner.
• When the emergency patient arrives, pull the patient into the first available examination room.
• Explain to any waiting clients that an emergency has occurred and they will be brought in immediately when a room opens.
• Help calm the owner and any family members.

Office staff employees that are prepared and trained to greet and communicate with clients in an effort to smoothly handle the patient load may help to ensure repeat client business.

Call your Covetrus Representative at 855.724.3461 today to get more tips on managing your practice.