Veterinary Administrative Procedures

Upon completion of this course, successful students will be able to:

• use veterinary practice management software;
• create client files, invoices, vaccine certificates and reminders;
• develop a financial estimate;
• obtain and document informed client consent;
• maintain an appointment scheduling system;
• triage and respond to veterinary emergencies;
• describe protocols for admitting and discharging patients;
• refer clients to other veterinary services;
• communicate effectively with clients in all formats (written, verbal, non-verbal, electronic);
• practice professional telephone etiquette;
• maintain client-patient confidentiality;
• maintain an efficient, professional and friendly office environment;
• describe strategies for respectful and collaborative interpersonal skills and team dynamics;
• apply crisis intervention and grief management skills;
• maintain inventory control of drugs, medical equipment and supplies;
• apply self-care and management techniques to manage stress in the workplace;
• maintain a healthy and safe working environment, including radiation safety, disposal of hazardous materials and WHMIS;
• discuss the role of provincial and federal regulatory bodies in veterinary practice;
• use online veterinary resources and services.