Client Questions
Is an Exam really necessary for a vaccine?
1. Yes, we need the money.
2. Yes, we need to ensure your pet is healthy and can receive the vaccine.
3. No, we just like to waste everyone's time.
My pet is on HW prevention year round, they don't need a hw test do they?
A. No, but we want to charge you for it.
B. HW prevention is not 100% and HW meds can be harmful if given to a pet that has heartworms, also the manufacturer will only pay for TX if they have been tested yearly.
C. Our techs need practice drawing blood, so requiring this was good way to get more practice.
Client requests a written Rx for food/meds.
A. Place on Dr's list.
B. Discuss our diets and pricing and send online pharmacy recommendation for order.
C. Discuss Hills to Home & Vetsource client discounts and offer to set up an account for them and send a recommendation for the order prior to placing request on Dr.'s list.
D. Discuss Zoetis rewards for meds included in program when purchased at our hospital.
Dog is barking while waiting for appointment.
1. Yell at the dog to be quiet.
2. Ask the Owner to wait outside.
3. Acknowledge their pet is stressed out and ask the O if their pet would be more comfortable in a room. Then place them in a room to wait.
Pet urinates on the lobby floor
1. Not mine, I'm not taking that appt.
2. Not mine, I have phones to answer.
3. Everyone's job.
Does my pet need to wear a cone all the time when I can watch them?
A. No, it's ok to remove it if you watch them.
B. It needs to stay on all the time, for your pet's own good, unless they are eating.
C. Explain their pet will get used to it and this is for their healing and is not long term.
Why is yearly labwork necessary for meds refills?
1. To detect any changes in values, ensure organs are functioning properly and maintain proper dosages. This is for the benefit of their pet's health.
2. Dr's find reading labwork very interesting.
3. Because we say so.
Client requests a written Rx for HW/Flea prevention.
A. Review our pricing with rebates for Simparica Trio, PH6, Bravecto and Quantum and it's benefits. Also explain Zoetis rewards for products included when purchased at our hospital.
B. Put on Dr's list with no discussion.
C. Refer them to Chewy and offer to call it in for them.
D. Discuss our online pharmacy and send a recommendation for order.
Pet needs appt today but we are booked.
1. Send them to the ER or another clinic in town.
2. Let them know we are booked but want to make sure their pet is taken care of. Offer for them to drop off or ask Dr. where to work-into schedule.
3. Tell them good luck and hang up.
Phone is ringing and ringing and ringing.
A. Let it ring, I'm not a CCS
B. Let it ring, I have a client in front of me.
C. Anyone that can answer the phone, even if to ask the client to hold or take a message.
Client calls with a question about a recent Exam or upcoming surgery.
1. Go ask a technician if they can speak with them
2. Put on a Dr's list
3. Put on the tech list
3. Answer yourself, if you know the answers
Pet is sick and needs labwork, will they get a HW test with that lab panel?
A. Yes, it's included in the annual lab panel.
B. Yes, why not it's just a hw test add on.
C. No, that is only included with annual wellness labwork.
Client is waiting for med to be filled, and you don't see another person in pharmacy for second initial.
1. Leave it in pharmacy for someone to find.
2. Go find some one to do second initial now.
3. Sign it yourself for someone else.
As you load a room, you notice a limping dog is receiving only a rabies vaccine so it can be seen.
A. Load room and draw up Rabies vaccine.
B. Review lifestyle of pet and review risks with O and discuss the other vax and testing the P would benefit from.
C. Review intake form prior to loading the room, then discuss benefits of how we might also protect their pet from further disease exposure via vaccines and testing.
D. Ask O if they want to get other vaccines or tests done today with no discussion of why they might be beneficial.
A dog got out it's collar and is loose.
A. Anyone that sees it
B. I'm busy, not mine.
C. The owner's job
Client calls to speak with the Dr. but they will not be back in the hospital until X day.
A. Tell the client the Dr. will call them today.
B. Tell the client the Dr. is not in the hospital today and will contact them they return.
C. Tell the client the Dr. is OFF today and can not be bothered.
Client calls morning after their appt and says they didn't get the results of the parasite test during the appt.
A. Place on Dr's list.
B. See results are negative and have been texted and relay it's negative.
C. Relay that we send out the test to reference lab for better accuracy for their pet. The results require 24 hrs and we just received them this morning. Great news! Your pet's results are negative.
It's Friday, client calls for refill with only one dose left.
1. Apologize but inform them refills require 24 hrs, meds will be ready Monday.
2. Berate them for not following protocol and tell them refills require 24 hours.
3. Ask a Dr. if there is time to make an exception for this instance and we can get it filled/written for them today, especially if they are in the lobby.
Client wants a food and we are out.
A. Sorry we don't have it right now.
B. We're out of that, but we'll write you an Rx to get it online.
C. Let them know we will check with our sister location to see if we can get it brought here for them today.
D. Direct them to Hill's to Home/Vetsource and offer to set up account for them with diet rx and/or send recommendation.
A client could use some help getting in or out of the hospital.
A. No one, we are all busy.
B. Anyone with arms and legs.
C. Another client should help.
Dr. X is off today. O calls with meds question about mg strength for current dosing on med Dr. X prescribed.
A. Place on Dr. X list to address upon return & tell O Dr. X is out of the hospital.
B. Ask a tech to review the record and answer, if able, in the moment.
C. Ask another Dr. to review the record to assess the answer.
D. Place on another Dr.'s list for review later.
E. If a tech taking call, place on Dr.'s list
A client calls for lab results & Dr. is not in the hospital and won't be for several days b/c they are out of town.
A. Dr. X will be out of the hospital for several days, but you will receive a call as soon as it has been returned and reviewed upon their return.
B. I know you anxious to receive this info, I will escalate this for you on their messages.
C. You will receive a call as soon as it has been returned and reviewed.
D. The labwork is in, I'll make sure someone calls you today. I'm so sorry they haven't called yet.
Dr. Rx's a drug and we only have partial amount & the owner lives 30 minutes away.
1. Tell O remainder will arrive soon and we will call when it does.
2. Ask Dr. what other drug we can prescribe.
3. Tell O we only have partial amount and can mail O the remaining amount when it arrives so they don't have to come back.
O says, "I don't need a treatment plan, just go ahead and do whatever my pet needs."
1. Say Ok, tell the Dr. O ok'd any tx's and to proceed.
2. Create a treatment plan and go over it with the owner. Explain this is make sure we are all on the same page and there are no surprises for O.
3. Make one and sign it for the O.
Setting up for or cleaning up after team meeting.
1. Someone else's job, I have work to do.
2. Clients
3. Everyone and anyone employed here