Page 90 - Receptionist

How Each Type is Treated: All three types are treated exactly the same. We get a doctor
immediately! See the next page.

Steps to take for Each Type:

True Emergency: Pet is critical and client knows it. This is the type that is the most common.

1. Page overhead “Technician to reception STAT!” Technician will get the pet to the
doctor IMMEDIATELY
2. Client stays in the building. THE CLIENT DOES NOT LEAVE UNTIL THEY HAVE
SPOKEN TO THE DOCTOR. We need to make life and death decisions NOW. A
doctor needs to speak to that person in person before they leave!
3. Client signs a full treatment plan recommended by doctor and pays the FULL
AMOUNT of treatment plan as a deposit BEFORE leaving. Certain exceptions to this
deposit will be made by doctors and management only.

Pet Only Emergency: Pet is critical although the client does NOT KNOW IT.

1. IF IT IS AN OBVIOUS EMERGENCY (NOT BREATHING, EXCESSIVE BLEEDING, ETC.):
Page overhead “Technician to reception STAT!”…or…Technician will get the pet to
the doctor IMMEDIATELY.
2. IF IT IS NOT AN OBVIOUS EMERGENCY: Get a technician to determine if the patient
should be treated as an emergency. Do this by paging “technician triage”.
3. If it should be treated as an emergency, client will need to be informed that the
animal is having an emergency and will need to see a doctor IMMEDIATELY! The
emergency exam fee applies because we will not let their pet suffer and go
without immediate treatment.
4. Client stays in the building. THE CLIENT DOES NOT LEAVE UNTIL THEY HAVE
SPOKEN TO THE DOCTOR. We need to make life and death decisions NOW. A
doctor needs to speak to that person in person before they leave!
5. Client signs a full treatment plan recommended by doctor and pays the FULL
AMOUNT of treatment plan as a deposit BEFORE leaving. Certain exceptions to this
deposit will be made by doctors and management only.

Client Only: Client FEELS pet is critical although it is not

1. Page overhead “Technician to reception STAT!” Technician will get the pet to the
doctor IMMEDIATELY
2. Client stays in the building. THE CLIENT DOES NOT LEAVE UNTIL THEY HAVE
SPOKEN TO THE DOCTOR. We need to make life and death decisions NOW. A
doctor needs to speak to that person in person before they leave!

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