Lecture: 2 hours/week
Lab: 2 hours/week
This course may include online quizzes, group work, role play and client interaction simulations, assignments, discussion board, case studies, student presentations, and flipped classroom.
- Word processing:
- Microsoft Word documents
- resumes and cover letters - Internet:
- search engines and subject directories
- career development, resumes and job searches - Reception, public relations and professionalism:
- team dynamics and conflict resolution
- absenteeism and its effect on the work place
- behaviour and dress codes - Computers in the office setting:
- appointment systems and procedures
- client communication documents
- cost estimates - Telephone techniques and procedures:
- telephone etiquette
- emergency calls - Time and stress management:
- patient treatments and triage
- personal stress management techniques
- complaints and conflict resolution - Interacting with clients:
- verbal and non-verbal communication
- patient admission
- consent forms
- home care instructions
- effective listening - Canadian law pertaining to veterinary medical records:
- malpractice and malpractice prevention
- limits of responsibility
- confidentiality - Financial records:
- processing invoices and taking payment
- petty cash - Inventory control:
- ordering and inventory control of drugs (including controlled drugs), medical instruments and supplies
- storage and maintenance - Health and safety:
- WHMIS and Material Safety Data Sheets
- injury prevention
- evacuation and chemical spill procedures
- personal protective equipment and procedures with regard to zoonotic diseases
Upon completion of this course, successful students will be able to:
- Schedule appointments, create client files and produce estimates, invoices and reminders.
- Maintain an appointment scheduling system.
- Maintain confidentiality of veterinary medical records.
- Use and maintain different types of veterinary medical records including veterinary software.
- Refer animals to other veterinary facilities and other veterinarians using appropriate forms.
- Maintain an efficient, professional and friendly office environment.
- Communicate effectively in the veterinary environment using various means.
- Maintain inventory control of drugs, medical equipment and supplies.
- Apply stress management techniques to manage stress in the workplace.
- Recognize and process on-site emergencies.
- Maintain a healthy and safe working environment.
- Prepare journals, ledgers, petty cash records, bank reconciliation statements and payroll registers.
- Produce professional client communication documents.
- Explore veterinary resources and conduct a job search using the internet.
Evaluations will be carried out in accordance with Douglas College Evaluation Policy. 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 order to progress in the Veterinary Technology program.
Evaluation will be based on:
Quizzes 10-40%
Assignments 20-40%
Practical evaluations 10-40%
Final examination 20-40%
Consult the Douglas College Bookstore for the latest required textbooks and materials.