10091102Intro to Veterinary Office Preparations and Procedures
Course Information
Description
Explores the veterinary profession, common facility operations, office communication, and customer service strategies. Learn about the importance of accurate record maintenance and math calculations during care of patients and within the veterinary facility. Examine laws and governing agencies within the profession.
Total Credits
2
Course Competencies
  1. Develop customer service skills for the veterinary environment
    Assessment Strategies
    Role Play, Written Product
    Criteria
    Schedule appointments and service reminders
    Triage, admit and discharge according to client, patient and facility needs
    Use effective phone etiquette and in-person communication
    Use effective interpersonal communication skills
    Explain the role of legality in the veterinary-client-patient relationship
    Develop client education in a clear and accurate manner at a level the client understands (i.e., oral and written form, including educational handouts)
    Respect and protect the confidentiality of client and patient information
    Apply crisis intervention/grief management skills with clients

  2. Maintain individual client records, vaccination certificates, and other forms
    Assessment Strategies
    Written product, Quiz, Skill Demonstration
    Criteria
    Use a computer and veterinary practice management software
    Interpret new patient forms, lab submissions, and go home instructions
    Identify common online veterinary services
    Maintain files for medication records, radiographs, and lab reports
    Interpret client/patient invoice and estimates
    Transactions are calculated accurately

  3. Examine the operations of a veterinary facility
    Assessment Strategies
    Written Product
    Criteria
    Maintain facility records and logs in compliance with regulatory guidelines (e.g., radiography, surgery, anesthesia, laboratory, controlled substance)
    Manage inventory control
    Recognize roles of regulatory agencies
    Maintain appropriate disposal protocols for hazardous materials
    Maintain sanitation and infection control protocols for a veterinary facility, including patient and laboratory area
    Handle daily client-based financial transactions
    Transactions are calculated accurately

  4. Develop veterinary team support skills
    Assessment Strategies
    Written product, Role Play, Scenario Response
    Criteria
    Compare interpersonal and team dynamics
    Implement effective interpersonal communication skills
    Implement effective public relations skills
    Observe legal boundaries of veterinary health care team members
    Interact professionally with fellow staff members
    Demonstrate dependability (on time, responsible, follow through on tasks)
    Respect diversity in people, cultures, and traditions

  5. Process medical information related to prescribed drugs*
    Assessment Strategies
    Written Product, Quiz, Skill Demonstration
    Criteria
    Accurately perform appropriate calculations
    Use weights and measures correctly
    Record calculation in correct location as designated by facility

  6. Investigate laws and ethical codes within the veterinary profession
    Assessment Strategies
    Written product, Scenario Response
    Criteria
    Describe legal boundaries of veterinary health care team members
    Comply with all safety and confidentiality rules
    Identify laws and governing agencies within the profession
    Explain boundaries and challenges of using social media

  7. Analyze career options for veterinary technicians
    Assessment Strategies
    Written Product
    Criteria
    Identify professional opportunities and challenges within the field
    Describe characteristics of a good technician
    Rationalize the use of networking contacts
    Compare professional specialties within the profession
    Explain the different options for employment, such as sales and education
    Examine the pathway for further education after an associate's degree