Course Description
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
- 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
- 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
- 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
- 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
- Telephone Techniques and Procedures
- telephone etiquette
- screening policy
- communicating
- problem situations
- procedures for emergency telephone situations
- 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.
- 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
- Veterinary Medical Ethics and Canadian Law
- veterinary medical ethics
- malpractice and malpractice prevention
- consent for treatment/euthanasia
- limits of responsibility
- confidentiality
- 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
- Inventory Control
- procedures and controls for drugs, medical instruments and supplies
- storage and maintenance
Learning Activities
The mode of presentation will be lecture, discussion, demonstration and will include videos and/or guest
speakers.
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%
100%
Learning Outcomes
The learner has reliably demonstrated the ability to:
- Use computer software to produce a variety of business documents meeting industry standards;
- Use word processing software to create resumes and cover letters;
- Use browser software to explore veterinary material and conduct a job search;
- Identify the legal implications of confidentiality of veterinary medical records and discuss veterinary medical ethics;
- Identify the techniques used in maintaining an efficient, professional yet friendly office environment;
- Maintain an appointment scheduling system;
- Complete forms used to refer animals to other veterinary facilities and other veterinarians;
- Use appropriate telephone techniques;
- Effectively handle office mail;
- Maintain and control drugs, medical equipment and supplies;
- Recognize stressful situations, use stress-management techniques, recognize and process on-site emergencies;
- Identify classifications of records retained for office and veterinary clinics/hospitals;
- Set up and maintain veterinary records filing systems;
- Prepare journals, ledgers, petty cash records, bank reconciliation statements and payroll registers.
Textbook Materials
- Kehn, Robert. Veterinary Office Practices, Current Edition, Thomson Delmar
- Shelley, Gary and Thomas Cashman and Misty Vermaat. MS Word: Introductory Concepts, Current Edition, Thomson Nelson