Page 13 - Executive Director

 Sample Script: Hello Mrs. Jones this is Susie from Legacy Veterinary
Hospital. We are trying to reach you to confirm the planned pick up date
was on (List Date of Month) we hope that everything is OK. (Pet Name)
really wants to go home and be with you. Please contact us at 972-335-
9292
 Time Stamp entry in AVIMARK under patient record
 Prepare a Follow-up to call owner in 2 days if they fail to contact us or
pick up pet
o If you are able to speak with the owner or someone at an available phone #
 Sample Script: Hello Mrs. Jones this is Susie from Legacy Veterinary
Hospital. According to our records we were asked to board (Pet Name)
from (List Dates). We are wondering when you are planning to pick up
(Pet Name)?
 Time Stamp entry in AVIMARK and document full conversation including
your questions and their response
 Prepare a Follow Up notice to call owner in 2 days if they fail to pick up
pet
 Day 4, 6, 8 continue contact to owner every 2 days and record phone results in
AVIMARK under the patient record
o If there is an email address available use the same format and verbiage that is be
used when we send an official final letter
o Time Stamp entry in AVIMARK and attach a copy of the email to the patient
record

If no successful contact is made either by phone and/or email from the owner,
we consider the pet to be abandoned on Day 10
 Day 10 a letter will be mailed via Registered Return Receipt to the Owner’s address on
file
o Scan an ED Signed copy of the original letter to the patient record
o Time Stamp entry in AVIMARK
o Scan and keep Return Receipt for records
o Scan returned mail envelope and keep Returned Mail for records
 Day 14 no response from letter or contact by owner, arrangements will be made to
transfer care of pet via Frisco Animal Control

o Phone # 972-547-7292
o Provide animal control officer information regarding pet, owner name, address
and phone #, relay # of attempts to communicate with owner, etc.
o Animal Control will come to Legacy Veterinary Hospital to pick up abandoned pet
and will continue to reach out to owner
 Unpaid account to include original boarding +/- veterinary services plus accrued 14
additional days of boarding, veterinary services fees, etc will be sent to collections

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