Veterinary Procedure Manual
1) Administration
One aspect or this job as a veterinarian for Well Animal Institute is to over see the
administrative procedures at the teeth cleaning clinics. The following is an outline of
those procedures.
Upon arriving at a teeth cleaning clinic, please check the schedule. If convenient get
a copy. More on the schedule later. Check with the store to see if they have release
forms. If you are at a dog day care facility verify that the release forms are signed by
their owners and that the credit card information is correct.(Some clinics still take the
money)
During the clinic please make sure the technicians are filling out all their paper work.
1) Fill the two-part report card out correctly and give the yellow copy to the customer
2) The summary sheet, where all the financial transactions are recorded.
Please note that Well Animal Institute holds all information we receive in the strictest confidence. We do NOT sell our
mailing list. Your information and privacy are safe with us and it is for internal use only.
At the end of the clinic we would like you to balance the money. When the summary
sheet describes the precise money transactions it makes it easier for the office to
process the clinic.
Remind the technicians to clock in and out on the summary sheet. There is a place
for you to write your hours down as well.
Please mail the clinic summary sheet, money, and release forms in the preaddressed/stamped envelope the day of the clinic. Currently we mail the cash, BUT
MAKE SURE YOU SEAL THE ENVELOPE WELL.
Please send us a bill with-in 3 business days by e-mail in order to get paid. You are
paid after each clinic is processed in the office. The Bill needs to have the date, name
of clinic, amount billed and your business name and address.
2) Procedures
You are also responsible for overseeing the anesthesia-free dental procedure. The
safety and well being of the animals and people working with the animals or around
the animals is your priority and responsibility. Please check each dog in. Take a
verbal history. Sometimes people don’t write that their dog has a health concern. If
the dog has a health concern inform the owner that you may administer antibiotics
and that is an extra $20 charge. You are to observe the dogs while the techs are
working on them. I realize you will be running back and forth to check in and return
animals. Please help the techs with struggling animals. (Lay the big dogs down
gently) Every small dog must be wrapped in a towel. It is your call if you feel it is
necessary to stop a dental for the safety and well being of the dog or our staff.
Please check the mouths before they are returned to their owners using the black
light. It goes a long way to show the owners the good job our techs have done. If
you get tied up it is OK to send one of the senior techs to return a dog to its owner.
Do not let new techs return dogs by themselves; take them with you so they learn
what to say and what not to say. Please if in a store that sells food or dental products
turn them over to an employee of the store to help them with purchase. They are
extremely well trained and know how to talk to the clients. If you have any concerns
over a technician’s performance please call Cindy.
3) WAI Representative
The third and just as important aspect to your job, as a representative of WAI, is to
portray a professional image to the store owners, customers, and to the technicians.
We ask that you don’t bring your personal life into work. We are there to help them
get new customers. DO NOT recommend Iams, Science Diet, etc. to customers.
The Veterinary board in CO requires that you communicate the pros and cons of an
anesthesia free dental to the pet owner. If you find dental disease in the mouth my
advice to you is:
1. If you find disease and you think we can still clean the area thoroughly then
communicate with the owner and give them the choice to proceed with the dental or
not. I never try to talk them out of a dental cleaning if I feel we can do a good job. I
make it very clear that they still need to follow up with their vet concerning the
affected area(s).
2. If you find disease and it is fairly clear we cannot adequately clean the area, this
must be explained to the owner. To continue with the dental is at your discretion.
3. If while doing a dental you find a deep pocket or a loose tooth then finish the
dental and then share that information with the owner and emphasize that they must
follow up with their vet. They have still received valuable information from the exam
and cleaning.
If I find a loose tooth before I start the dental I explain to the owner that we can still
do the cleaning but they will have to follow up with their vet concerning the effected
tooth. Most owners choose to continue with the dental and are glad to know about
the tooth so their vet can extract it or X ray it or pack it with antibiotics, do a root
canal or whatever. (At this time you should have them sign the disclosure waiver) I believe
there is value in lessening the time spent under anesthesia by not having to perform
the dental cleaning under anesthesia. Most clients agree with this.
The Store Owners – These people are the back bone of our company. They are our
most important customers and we want to treat them like royalty so that they have a
positive experience and look forward to having us back for a future clinic. Think of
yourself as a guest in their “home” and we do not want to offend them. Please ask
permission and be polite. Please keep them informed so we maintain a good report.
1) Upon arrival introduce yourself to the owner/manager.
2) Ask where you should park your vehicle.
3) Ask where they would like you to set up.
4) Inquire if they have release forms.
5) Could you see the schedule?
6) What is their arrangement with WAI about who takes the money. If they don’t
know ask if they would allow us to take the money. You should receive a check
from them before you leave if they take the money. There are a few old clients
we allow to mail checks, but call Cindy to verify if you have any questions about
this.
Technicians – Certainly you can be more casual around the technicians unless the
customers are nearby. Techs need to be wearing head lights, and all equipment should
be clean. No cell phone use, unless it’s an emergency. The technicians are you team
members. You are there to support them and lead them in good decision making.
Conversation should be appropriate and respectful. Please no cursing, gossiping, or
inappropriate subject matter. We advocate a sense of teamwork and like to promote a
respectful environment where everyone feels welcome, comfortable and supported.
The Clients – Please be polite, accommodation, listen carefully and try to be patient.
Answer any questions or concerns they may have. If they ask to watch tell them to
give you 10 minutes to get the dog settled then they can peek in. Some of the dogs do
better with the owner there and most do better with the owner gone. Tell them you
will call them if you need them.
The Dogs – Treat the dogs nicely! No picking up and flopping them down. Roll them
so they do not get stressed.
The Schedule – On arrival please look at the schedule. If you see any late
appointments dangling out by themselves at the end of the day, try to call those
people and move them up or reschedule them for another clinic. For example the
bulk of the appointments end at 1:30 but at 3:00 there is one appointment. It doesn’t
make any sense for WAI to pay a group of people to sit around for one and ½ hours to
wait for this one appointment. Having said this, before you change an appointment
time please check with the store owner to get their permission to do it. If you have
permission to do this and can’t reach the customer who has the appointment at 3:00
leave them a message telling them to reschedule. If you don’t have permission to do
this send all but one tech home and wait for the dog.
Any other glaring scheduling errors please call Cindy at 303.514.0076
Miscellaneous -Past incidents we would like to avoid, vets bringing their children,
dogs, friends to a clinic without permission. A dog day care owner felt one the vet
bossed their employee around. The owner of the store perceiving the vet is
conducting personal business during the clinic. Vets not dressing professionally.
Vets not parking where the store would like. Store owners being upset with vets who
don’t ask about …you name it.
Contact – We will need a way to contact you in a timely manner. We must be able to
reach you by phone or email sometimes the same day if we have an urgent question.
You must commit to work dates months in advance and not change them unless there
is an emergency.
Dr. Norman commits 6 months in advance to her work schedule.
If you have any pressing questions about procedures during or after a clinic call
Cindy first 303 514 0076. Then try the following numbers, the office (during the
week) 303.654.0560, or Dr. Norman’s cell 303.378-0635. Any schedule or paycheck
questions should be directed to the WAI office at 303.654-0560, or if it is on the
weekend to Cindy 303.514-0076. Please leave a message if you cannot reach us and
we will return your call ASAP.
Money – Currently the dentals cost $185 the store owners receive $30 of this amount.
The biggest problems for the office processing the clinics are mistakes made writing
down credit card numbers correctly. I personally write the card information down for
the customer. I also double check that check amounts are correct and write the check
number down on the summary sheet. If WAI takes the money, I calculate what we
owe the store owner and leave them a receipt. Number of dogs x $30. Then note this
on the summary sheet. If the store takes the money calculate what the store owes
WAI. Number of dogs x $155 Plus any antibiotics ($20.00), minus any coupons. I
write the store a bill and note this on the summary sheet.
Liability Insurance – Because you are working as a contract worker you need to have
your own professional veterinary liability insurance and provide WAI with a copy.
Also you will need a current veterinary license to work in the state of CO. WAI also
requires you to sign a non-compete contract.
Please remember to order supplies with 2 weeks’ notice as we mail or send with one of
the techs, or check with one of the senior techs they carry extra supplies (Consent forms,
Dental report cards, etc.)