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Veterinary Administrative Procedures

Course Code: AHTT 1112
Faculty: Science & Technology
Credits: 3.0
Semester: 15 Weeks X 4 Hours per Week = 60 Hours
Learning Format: Lecture, Seminar
Typically Offered: TBD. Contact Department Chair for more info.
course overview

This course is designed to introduce the student to the administrative duties and procedures required in a veterinary clinic/hospital setting. Topics covered will include: reception and public relations skills, appointment scheduling, telephone techniques, interpersonal skills, time and stress management, inventory control, mail processing, filing and records management procedures, and veterinary medical ethics. The computer applications will provide a practical, working knowledge of word processing, browser, and veterinary software. Practice in appointment scheduling, creating client files, maintaining records, and producing quotations, billings, and reminders will be emphasized.

Course Content

  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 templates
  2. Internet
    • browse the World Wide Web
    • 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
    • attitude
    • working as a team member
    • conflict resolutions
    • communications
    • absenteeism and its effect on the work place
    • providing an inviting environment
    • role of public relations person in office
    • grooming, dress, etiquette, empathy
  4. Computers in the Office Setting
    • appointment systems and procedures
    • initial appointment - priorities, time required
    • appointment confirmations and cancellations
    • factors disrupting appointment schedules
    • preparation and formatting of business correspondence
    • preparation of estimates/quotations
  5. Telephone Techniques and Procedures
    • telephone etiquette
    • screening policy
    • communicating
    • problem situations
    • procedures for emergency telephone situations
  6. Time and Stress Management
    • on site emergencies
    • stressful situations
    • recognizing the human-animal bond
    • grief counselling
    • stress management techniques such as time management, exercise etc.
  7. Interacting with Clients
    • outgoing mail procedures
    • incoming mail procedures
    • verbal and non-verbal communication
    • admitting a patient
    • describing a procedure and providing cost estimates
    • processing consent forms and cage card identification
    • providing home care instructions
    • describing euthanasia procedures
    • providing proper care for remains
    • handling complaints, conflict resolution
    • effective listening: receive, process and respond to the message
    • education information and pamphlets
  8. Veterinary Medical Ethics and Canadian Law
    • veterinary medical ethics
    • malpractice and malpractice prevention
    • consent for treatment/euthanasia
    • limits of responsibility
    • confidentiality
  9. Financial Records
    • process of recording patient charges, etc., in cash disbursements and cash receipts journals
    • process of posting journals to ledgers
    • patient statement of account
    • petty cash
    • process of depositing cheques and cash
    • bank statement reconciliations
    • payroll deduction tables and payroll sheets
    • Revenue Canada payroll and remittance forms
  10. Inventory Control
    • procedures and controls for drugs, medical instruments and supplies
    • storage and maintenance

Methods of Instruction

The mode of presentation will be lecture, discussion, demonstration and will include videos and/or guest 

The mode of presentation will be lecture, discussion, demonstration and will include videos and/or guest speakers.

Means of Assessment

Assignment(s)         20%

Quiz(s)                   15%

Midterm                  25%

Final                       30%

Participation            10%


Learning Outcomes

The learner has reliably demonstrated the ability to:

  1. Use computer software to produce a variety of business documents meeting industry standards;
  2. Use word processing software to create resumes and cover letters;
  3. Use browser software to explore veterinary material and conduct a job search;
  4. Identify the legal implications of confidentiality of veterinary medical records and discuss veterinary medical ethics;
  5. Identify the techniques used in maintaining an efficient, professional yet friendly office environment;
  6. Maintain an appointment scheduling system;
  7. Complete forms used to refer animals to other veterinary facilities and other veterinarians;
  8. Use appropriate telephone techniques;
  9. Effectively handle office mail;
  10. Maintain and control drugs, medical equipment and supplies;
  11. Recognize stressful situations, use stress-management techniques, recognize and process on-site emergencies;
  12. Identify classifications of records retained for office and veterinary clinics/hospitals;
  13. Set up and maintain veterinary records filing systems;
  14. Prepare journals, ledgers, petty cash records, bank reconciliation statements and payroll registers.

curriculum guidelines

Course Guidelines for previous years are viewable by selecting the version desired. If you took this course and do not see a listing for the starting semester/year of the course, consider the previous version as the applicable version.

course schedule and availability
course transferability

Below shows how this course and its credits transfer within the BC transfer system. 

A course is considered university-transferable (UT) if it transfers to at least one of the five research universities in British Columbia: University of British Columbia; University of British Columbia-Okanagan; Simon Fraser University; University of Victoria; and the University of Northern British Columbia.

For more information on transfer visit the BC Transfer Guide and BCCAT websites.


If your course prerequisites indicate that you need an assessment, please see our Assessment page for more information.