Some clinics have staff dedicated to welcoming customers (reception), but in many others, veterinary assistants and technicians also manage this part.
Let’s see together the importance of reception in the veterinary clinic and telephone triage
Providing good service immediately is very important because the reception will be both the first and the last impression.
It is also important to know when to communicate something to the vet and when to call the client back with the doctor’s response.
Another positive addition is to know who the next customer will be in order to be empathetic and understanding or otherwise, welcome newcomers with enthusiasm.
For the management of emergencies during Covid-19 click here.
Reception in the veterinary and telephone triage
The tasks of the reception staff
- Welcome and greet customers
- Give customer support
- Answer the phone
- Book appointments
- Knowing how to prioritize appointments (triage)
- Know what an emergency is
- Deliver the prescribed medicines
- Take payments
- Handling complaints and problems
- Respond to requests from customers and staff
Read The role of the Veterinary Nurse
Triage, what does it mean?
In French, ‘triage’, means to classify, choose, organize.
The term triage indicates the method of evaluation and selection to distinguish clinical cases based on the degree of priority.
In short, immediately define whether it is an emergency or not and act accordingly. And of course, constantly reassess the status of the case.
The triage classification can be distinguished by colours (red, orange, yellow, green, blue) or numerical order ascending (from 1: first urgency) or descending (from 0 [zero] non-urgent).
read Pulse-oximetry in veterinary medicine
Triage classification
RED CODE: URGENT; very critical, life-threatening, top priority, immediate access to care.
YELLOW CODE: Potentially URGENT; medium critical, presence of evolutionary risk, potential danger of life, non-deferrable performance.
GREEN CODE: not critical, absence of evolutionary risks, deferrable services.
WHITE CODE: NOT URGENT; non-critical, non-urgent patients also stable.
Click here for an example of VETERINARY FIRST-AID triage
Telephone triage
The first triage is usually carried out by telephone to assess the speed with which the animal must be seen.
It is vital that the receptionists or nurses who answer the phone are well trained in triage and ask clear and concise questions where possible.
Owners’ concern should never be ignored and advice should always be offered.
Owner and patient details must be noted.
When necessary, an approximate estimated time of arrival (ETA) should be established.
The owner must be informed on how to transport the patient safely. For example in the event of trauma, potential fractures must be immobilized and the patient must be moved carefully in the car; any small species that can fit comfortably in a pet carrier should be carried in a pet carrier so that it is easily accessible and containable.
Important
The owner must be informed that if the patient is in pain or has behavioural changes (due to malaise, convulsions …) he can become aggressive and may require the use of a muzzle.
Therefore advise the owner to keep the patient on a leash (in the case of dogs) and temporarily take precautions to contain the animal if handled.
If appropriate, instruct owners on treatments to begin even before arriving at the clinic, without delaying veterinary treatment.
Conclusion
The reception and management of customers in veterinary practice are of fundamental importance.
Providing great service also starts at the front desk. In addition, it is essential to prioritize appointments and administer the entire work of a veterinary clinic.
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