Page 57 - Receptionist

19022.3 – Checking Grooming Patients In

Results Statement: To assure great client service and grooms EXACTLY AS REQUESTED by
properly and efficiently checking clients in for grooming (even if other non-grooming services are
included.

Primary Responsible Position: Receptionist
Participating Position: Groomer

How:

1. See “Checking Patients In” procedure first. Read, understand,
demonstrate and sign off on this procedure first.
2. BEFORE paging overhead review the treatment plan and costs with
owner as usual.
3. Review the “Grooming Request Form” with the owner IN ORDER.
4. If the client checks the box “Same as last time”:
a. The client skips the other questions and signs at the bottom.
The pet will be groomed based on the notes in AVImark from
the last groom.
b. Page overhead as required.
5. If the client DOES NOT check the “Same as last time” box:
a. Go through each question one at a time or have the client
answer each one on their own.
b. Make sure the form is COMPLETED FULLY and signed. If not get
an answer from them.
c. Page for the groomer overhead. The groomer is required to
speak to this client IN PERSON if here….or by phone if
not…BEFORE any grooming is done. This assures the groomer
knows exactly what the client wants before the groom is even
started.
d. Any phone calls by the groomer are documented BEFORE the
groomer starts the groom.
6. We don’t even start any groom unless the form is completed as above.
We don’t do any type of groom different than written unless the client
approves/requests it first, AND it is documented in the patient record.

Note: We can save a pet’s life twice, be amazing good at boarding, and/or have a client that is
exceedingly shocked at how good we are….BUT if we so a poor groom or a groom they did not request
or approve they most often are EXTREMELY upset with us. As a result it creates a ton more work for you
and others. It often also results in bad reviews online and this same client complaining about us to most
everyone they know! This all happens because of ONE FORM not properly filled out or not speaking
directly to the groomer first.

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