Veterinary Administrative Procedures

Curriculum Guideline

Effective Date:
Course Code
VTEC 1112
Veterinary Administrative Procedures
Veterinary Technology
Science & Technology
Start Date
End Term
Semester Length
Max Class Size
Contact Hours
4 hours/week: 2 hours lecture / 2 hours lab
Method(s) Of Instruction
Learning Activities

This course involves two hours per week of classroom instruction and two hours per week of laboratory (computer) activity.

Course Description
This course is designed to introduce the student to the administrative duties and procedures required in a veterinary setting. Topics covered will include: reception and public relations skills, appointment scheduling, telephone techniques, interpersonal skills, time and stress management, inventory control, filing and records management procedures, and veterinary medical ethics. The computer applications will provide a practical, working knowledge of word processing and veterinary software. Health and safety, including WHMIS certification, will be covered. Job search skills will be included.

Enrolment is limited to students in the Veterinary Technology Program.
Course Content

The major topics in this course include the following:

  1. Word processing
    - create, save, preview, print, close, open, and edit a Word document
    - proofread and correct all types of Word documents with the Spell and Grammar Checker, and Thesaurus
    - enhance documents with character, paragraph and global formatting features
    - adjust margins and line spacing
    - create headers and/or footers
    - use and modify styles
    - adjust page breaks and section breaks
    - insert special symbols, bullets, and enumerations
    - create custom tab settings
    - create footnotes and/or endnotes
    - create resumes and cover letters with the aid of wizards and template
  2. Internet
    - conduct searches using search engines and subject directories
    - send and receive email messages
    - use career sites to explore careers, post resumes, and find jobs
  3. Reception, public relations and professionalism
    - image and attitude
    - working as a team member and conflict resolution
    - absenteeism and its effect on the work place
    - providing an inviting practice environment
    - grooming, dress, etiquette, empathy
  4. Computers in the office setting
    - appointment systems and procedures
    - preparation and formatting of client communication documents
    - preparation of estimates                           
  5. Telephone techniques and procedures
    - telephone etiquette
    - prioritization of emergency calls
  6. Time and stress management
    - prioritization of patient treatments, including emergencies
    - personal stress management techniques
    - handling complaints, conflict resolution
  7. Interacting with clients
    - reminders
    - verbal and non-verbal communication
    - admitting a patient
    - describing a procedure and providing cost estimates
    - processing consent forms
    - providing home care instructions
    - providing proper care for remains
    - effective listening
  8. Canadian law pertaining to veterinary medical records
    - malpractice and malpractice prevention
    - consent for treatment and euthanasia
    - limits of responsibility
    - confidentiality
  9. Financial records
    - processing invoices and taking payment
    - petty cash
  10. Inventory control
    - ordering and inventory control of drugs (including controlled drugs), medical instruments and supplies
    - storage and maintenance
  11. Health and safety
    - WHMIS and MSDS
    - injury prevention
    - evacuation and chemical spill procedures
    - personal protective equipment and procedures with regard to zoonotic diseases
Learning Outcomes

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

  1. Schedule appointments, create client files and produce estimates, invoices and reminders 
  2. Maintain an appointment scheduling system 
  3. Maintain confidentiality of veterinary medical records
  4. Use and maintain different types of veterinary medical records including veterinary software
  5. Refer animals to other veterinary facilities and other veterinarians using appropriate forms
  6. Maintain an efficient, professional and friendly office environment
  7. Communicate effectively in the veterinary environment using various means
  8. Maintain inventory control of drugs, medical equipment and supplies
  9. Effectively manage stress in the workplace
  10. Recognize and process on-site emergencies
  11. Maintain a healthy and safe working environment
  12. Prepare journals, ledgers, petty cash records, bank reconciliation statements and payroll registers
  13. Produce professional client communication documents
  14. Explore veterinary resources and conduct a job search using the internet
Means of Assessment

The instructor will present a written course outline with specific evaluation criteria at the beginning of the semester. A final minimum cumulative grade of “C” or 60% is required (in both lecture and lab components) in order to pass this course. Evaluation will be based on quizzes and assignments, practical evaluations including a final practical examination, at least one midterm and a final written examination.

Textbook Materials

A list of required and optional textbooks and materials is provided for students at the beginning of each semester.