Page 165 - Receptionist
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19100v – Sympathy Letters
Result Statement: Every client who has a pet in our records is mailed a SINCERE
PERSONAL sympathy letter from us within 5 days of their pet’s
passing. This letter makes our clients feel comforted knowing
we care about them.
Primary Responsible Position: Receptionist
How and When:
They day we are aware of the pet’s passing:
1. A FOLLOW-UP labeled “Mail Sympathy Letter” is added to
that pet’s record due in ONLY 3 days.
2. Receptionist pulls out one page of our sympathy paper and
adds it to the printer.
3. Receptionist prints the “Sympathy” letter (located in
AVImark1) through AVImark under the patient’s record as
with printing other forms.
4. Receptionist hand addresses a matching sympathy envelope
addressed to “The (last name) Family”
5. Receptionist places the envelope and letter in the
treatment room on the counter in the treatment room just
to the left of door closest to the tech board.
6. All available staff signs the sympathy letter at their
convenience over the NEXT 3 DAYS ONLY, NO LONGER.
3 days later:
1. Receptionist see’s the follow-up due (listed above), grabs
the envelope and letter, takes in up front, seals and stamps
the envelope and puts it in the mailbox in the front of the
building.
2. This happens even if every doctor and staff member has
NOT had time to sign it. If we wait more than 3 days to mail
the letter it will be acting as opening an old wound for the
client.
3. Receptionist then (and ONLY then) posts the follow-up that
it was done along with a date/time stamp.
What Sympathy Letters are NOT: The letter does make our clients feel:
That we are opening old wounds OR
That we are sending an impersonal “form”
letter.
They know we understand and we care.
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