{"id":2999,"date":"2021-01-14T12:55:09","date_gmt":"2021-01-14T11:55:09","guid":{"rendered":"https:\/\/assistenteveterinario.com\/?p=2999"},"modified":"2021-01-14T12:58:21","modified_gmt":"2021-01-14T11:58:21","slug":"veterinary-reception-and-phone-triage","status":"publish","type":"post","link":"https:\/\/assistenteveterinario.com\/en\/veterinary-reception-and-phone-triage\/","title":{"rendered":"Veterinary reception and phone triage"},"content":{"rendered":"<p>Some clinics have staff dedicated to welcoming customers (reception), but in many others, veterinary assistants and technicians also manage this part.<\/p>\n<p>Let&#8217;s see together the importance of reception in the veterinary clinic and telephone triage<\/p>\n<p><strong>Providing good service immediately is very important because the reception will be both the first and the last impression.<\/strong><\/p>\n<p>It is also important to know when to communicate something to the vet and when to call the client back with the doctor&#8217;s response.<\/p>\n<p>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.<\/p>\n<p>For the management of emergencies during Covid-19 click <a href=\"https:\/\/www.fnovi.it\/sites\/default\/files\/COVID-19%20Advice%20Sheets%20-%20Triage%20Tool_IT.pdf\" target=\"_blank\" rel=\"noopener\">here<\/a>.<\/p>\n<h3>Reception in the veterinary and telephone triage<br \/>\nThe tasks of the reception staff<\/h3>\n<ul>\n<li>Welcome and greet customers<\/li>\n<li>Give customer support<\/li>\n<li>Answer the phone<\/li>\n<li>Book appointments<\/li>\n<li>Knowing how to prioritize appointments (triage)<\/li>\n<li>Know what an emergency is<\/li>\n<li>Deliver the prescribed medicines<\/li>\n<li>Take payments<\/li>\n<li>Handling complaints and problems<\/li>\n<li>Respond to requests from customers and staff<\/li>\n<\/ul>\n<p>Read&nbsp;<a href=\"https:\/\/assistenteveterinario.com\/the-role-of-the-veterinary-nurse\/?lang=en\" target=\"_blank\" rel=\"noopener\">The role of the Veterinary Nurse<\/a><\/p>\n<h3>Triage, what does it mean?<\/h3>\n<p>In French, &#8216;triage&#8217;, means to classify, choose, organize.<\/p>\n<p>The term triage indicates the method of evaluation and selection to distinguish clinical cases based on the degree of priority.<\/p>\n<p>In short, immediately define whether it is an emergency or not and act accordingly. And of course, constantly reassess the status of the case.<\/p>\n<p>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).<\/p>\n<p>read&nbsp;<a href=\"https:\/\/assistenteveterinario.com\/pulse-oximetry-in-veterinary-medicine\/?lang=en\" target=\"_blank\" rel=\"noopener\">Pulse-oximetry in veterinary medicine<\/a><\/p>\n<h3>Triage classification<\/h3>\n<p><strong>RED CODE<\/strong>: URGENT; very critical, life-threatening, top priority, immediate access to care.<\/p>\n<p><strong>YELLOW<\/strong> <strong>CODE<\/strong>: Potentially URGENT; medium critical, presence of evolutionary risk, potential danger of life, non-deferrable performance.<\/p>\n<p><strong>GREEN<\/strong> <strong>CODE<\/strong>: not critical, absence of evolutionary risks, deferrable services.<\/p>\n<p><strong>WHITE<\/strong> <strong>CODE<\/strong>: NOT URGENT; non-critical, non-urgent patients also stable.<\/p>\n<p>Click here for an example of VETERINARY FIRST-AID triage<\/p>\n<h2>Telephone triage<\/h2>\n<p>The first triage is usually carried out by telephone to assess the speed with which the animal must be seen.<\/p>\n<p>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.<\/p>\n<p><em>Owners&#8217; concern should never be ignored and advice should always be offered.<\/em><\/p>\n<p>Owner and patient details must be noted.<\/p>\n<p>When necessary, an approximate estimated time of arrival (ETA) should be established.<\/p>\n<p>The owner must be informed on how to transport the patient safely.&nbsp; 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.<\/p>\n<p><strong>Important<\/strong><br \/>\nThe owner must be informed that if the patient is in pain or has behavioural changes (due to malaise, convulsions &#8230;) he can become aggressive and may require the use of a muzzle.<\/p>\n<p>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.<\/p>\n<p>If appropriate, instruct owners on treatments to begin even before arriving at the clinic, without delaying veterinary treatment.<\/p>\n<h3>Conclusion<\/h3>\n<p>The reception and management of customers in veterinary practice are of fundamental importance.<\/p>\n<p>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.<\/p>\n<p>Did you like this article? Was it helpful? ?<\/p>\n<p>Write in the comments which articles you would like to read on <a href=\"https:\/\/assistenteveterinario.com\/en\/blog\/?lang=en\" target=\"_blank\" rel=\"noopener\">assistenteveterinario.com<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Some clinics have staff dedicated to welcoming customers (reception), but in many others, veterinary assistants &#8230; <a title=\"Veterinary reception and phone triage\" class=\"read-more\" href=\"https:\/\/assistenteveterinario.com\/en\/veterinary-reception-and-phone-triage\/\" aria-label=\"More on Veterinary reception and phone triage\">Read more<\/a><\/p>\n","protected":false},"author":1,"featured_media":1663,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"nf_dc_page":"","_mi_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[32],"tags":[162,163],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.2 - 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