8. V.P.A.P- Lesson 1 R

safety manual

. It's your responsibility to read and understand the practice's safety manual, to know how to use the required personal safety equipment, and then to actually use it . It's also your responsibility to be comfortable reading MSDS for appropriate precautions . You must take the initiative to remain alert to potential hazards you encounter within the practice facility and then bring them to the attention of the appropriate individual.

Business Letters, Records, and Logbooks 2

. A business letter should consist of a few short paragraphs that are no more than six or seven sentences each . The first paragraph should state the reason for the letter . Additional paragraphs discuss the topic, and the final paragraph summarizes the topic and specifies the action needed, if any. . No matter what format is used, business letters must be clear, concise, polite, and considerate . It's a good idea to write a draft copy of the letter first, then run a spelling check and grammar check, and finally, have someone else proofread it . Never send a business letter until you've confirmed that the content is correct, and any mistakes have been corrected . Remember, any type of correspondence you send reflects on the veterinary practice . Be sure to present yourself as a professional.

Maintaining, Retaining, Purging, and Releasing Medical Records pt4

. A letter like this gives a client a chance to respond . The animal may have died or may be living in a different household . Perhaps the client is simply unaware that so much time has passed since the animal was in for veterinary care . The standard time for storage of purged medical records, whether they're inactive or deleted, is seven years . After that time, the charts may be discarded . A veterinary medical record is considered a confidential document . The record is owned by the veterinary practice, not by the owner of the animal . Most practices required a signed authorization form from the owner before any information from the medical record is released to him or her, to another veterinarian, or to an insurance company . The attending veterinarian is usually the only person authorized to release information from the medical record.

The Purpose of Medical Records pt2

. A medical record also provides continuity when multiple doctors are involved in a single patient's care . It allows any other veterinarian to understand, simply by reading it, what the medical history is, what the current problems are, and what's planned for the patient . Another way to think of the medical record, in this context, is as a summary of an animal's life from the perspective of its health, wellness, or chronic disease . Another important purpose of medical records is to facilitate rapid retrieval of information about patients . A veterinarian can scan easily for episodes of illness, review the diagnostic and treatment plans, and learn the outcome of therapy . The reader can see, at a glance, all the wellness issues that have been addressed, including vaccinations, heartworm tests, surgery, lab work, and so on.

procedures manual

. A procedures manual may be included in the personnel manual or personnel policies, or it may be a stand-alone document . The procedures manual contains information about the regular events of the practice, as well as patient policy information

medical supplies

. A third category of supplies necessary for the smooth functioning of a veterinary practice is medical supplies . This category includes items like bandaging materials, suture, intravenous fluids, needles, syringes, X-ray film, and chemicals that are used in the laboratory . These items, used in the everyday functioning of the practice, help the veterinarians and veterinary technicians do their jobs . Equally as important as medical supplies are the pharmaceuticals that are used in the practice facility, as well as those dispensed to clients from the practice pharmacy . You would expect to find vaccines for various species of animals and many different diseases among the pharmaceuticals in a typical veterinary practice . You'll also find miscellaneous medicines including antibiotics, anesthesia, sedatives, medicated shampoos, ointments, deworming medications, vitamins, and minerals.

Business Letters, Records, and Logbooks 6

. All details of controlled substances must be recorded in the controlled substance logbook . First, the delivery of an unopened order to the central supply of the practice's pharmacy is recorded in one part of the log . Then, when a container is opened to dispense medication to a patient, that action is recorded on a different page of the log . Every tablet or capsule of every controlled substance must be accounted for in the logbook . Every milliliter of a controlled injectable medication must also be recorded. . The controlled substance logbook should include the: 1. Date, client's name, and patient's name 2. Amount dispensed and the amount remaining 3. Names of veterinarians authorizing the use of the medication and the individual actually handling the medication

Occupational Safety and Health Act

. All workplaces are required to comply with the Occupational Safety and Health Act, which is enforced by the Occupational Safety and Health Administration (OSHA) . This organization provides job safety and health protection for workers by promoting safe and healthful working conditions. . Most veterinary practices have identified specific strategies to help their employees prevent injuries . You may be required to read and comprehend a safety manual, in addition to the personnel manual and the procedures manual . There are also safety precautions that must be taken to help minimize hazards to clients visiting the practice . Preventing the spread of disease within a veterinary facility from one animal patient to another is an important aspect of hospital care and maintenance.

Safety Hazards

. Animals may bite, scratch, or kick . There are needles, scalpel blades, and other sharp objects to avoid and dispose of properly . Animal urine and feces, as well as the discharge from infected wounds, can pose a health risk to humans if not handled properly . Within the veterinary facility, there may also be equipment that can cause injury. . In practices that serve large animals, heavy gates and spring-loaded latches can pinch fingers, as well as catch arms and legs . The radiation area of the hospital demands respect, and you'll need to learn how to prevent exposure to X-rays

capital equipment

. Another category of veterinary practice supplies includes the capital equipment—equipment that has a fairly long life expectancy and contributes to the income of the practice . Examples of capital equipment include in-house laboratory equipment like blood analyzers, centrifuges (for separating blood components), and microscopes . Other capital equipment in a typical veterinary practice includes an anesthesia machine, an X-ray machine, equipment for performing dental procedures, and an autoclave (for sterilizing surgical instruments).

Safety Hazards 2

. Lifting animals, bags of pet food, and containers of animal bedding material can all pose potential problems . Some of the medications used in veterinary practice can also pose a variety of health risks . Certain vaccines used with large animals can cause disease in a person who is accidentally inoculated . Anesthesia is a drug that must be treated cautiously . If the practice where you work treats cancer patients, you'll need to learn how to minimize your exposure to potent chemotherapy drugs . Anesthetic and chemotherapeutic drugs are quite dangerous because of the harm they may cause if inhaled.

Business Letters, Records, and Logbooks 5

. Another example of a logbook is the anesthesia/surgery logbook . This volume documents the date, the patient and client, the procedure(s) performed, all drugs administered (including the exact volumes given and the routes of administration), the length of the anesthetic event, the length of the procedure, and the identities of the surgeon(s) and anesthetist. . Every veterinary practice also has a controlled substance logbook . The controlled substance logbook is important from the perspective of preventing drug abuse and requiring accountability of drug use . Some medications that are used by veterinary practices have the potential to be abused and are therefore regulated by the Drug Enforcement Agency (DEA), a branch of the federal government . The DEA has the authority to perform random inspections and examination of the controlled substance log.

If, however, you'll be making appointments for clients, you'll need to have the answers to the following questions: pt2

. Are there specific time slots for particular types of appointments? . How long are the time slots for various appointments (10 minutes, 15 minutes, 20 minutes, 30 minutes)? . How many time slots are set aside for a multiple-pet family? . How is time scheduled for house calls or farm calls? . What about "catch up" time during the day for the doctor to write medical records, call clients, return phone calls, perform procedures on in-house patients, and so on? . If the veterinarian gets a call from a client, what time can you tell the caller that the doctor is likely to call back? . Can the veterinarian be interrupted if a phone call comes in while he or she is with a client? . What would be the circumstances?

Business Letters, Records, and Logbooks

. As a veterinary assistant, you may be asked to write a business letter to a client, business, or organization . Many veterinary software programs include templates for a variety of documents. . A template is a preformatted letter that you can use to create your own document . Templates are very convenient to use when writing business letters because you can simply enter the information directly into the form, without worrying about spacing, font selection, or other formatting issues. . If your computer program doesn't provide templates, a simple format for business letters is the block form letter . The block form letter aligns all paragraphs and headings to the left of the page . There are one- inch margins all around the page, with one line between each paragraph and each new heading . This format can be used to print a letter onto company letterhead, or the company information can also be typed flush left.

Accidental Injury 3

. Back injuries due to lifting—very common in veterinary practices—can be avoided, in many cases, through a bit of planning . Remember that large dogs usually aren't used to being lifted . They may struggle and throw you off balance . It's best to lift them with the help of another . Your employer probably will ask you to follow weight guidelines that suggest a maximum weight you should attempt to lift alone . There may be protective equipment, such as back-support belts, for you to wear when you're lifting heavy animals or inanimate objects . Some practices have a power-driven table to use for lifting large, heavy animals. . During cleanup procedures, be careful of slippery floors . Remain alert for a needle that hasn't been placed into the appropriate sharps container . These containers are made of heavy plastic with a lid that can be permanently sealed . When the container is full, the lid is sealed and the container is delivered to a service licensed to dispose of hazardous waste materials . When you come upon an unlabeled container, bring it to the veterinarian's attention immediately

The Purpose of Medical Records pt4

. Because of the legal nature of medical records, all information should be written legibly and in ink—never in pencil . If a mistake is made, a single line should be drawn through a mistake and initialed . Then, the correct information should be entered and initialed next to the mistake . Don't erase, scratch out, or blot out mistakes . Medical records should be maintained continually so that they may be reviewed at any time. . Yet another purpose of medical records is to provide the means to track certain data within the patient population . Veterinarians can collect statistical information about certain illnesses . For instance, how many cases of canine heartworm were detected in the practice within a certain time period? . How many limb fractures of a specific type have been seen by the practice? . A veterinarian can also gather information about the makeup of his or her overall patient base by utilizing medical records . It's possible to determine how many dogs of a particular breed or how many cats of a particular age are in the patient pool.

Business Letters, Records, and Logbooks 3

. By and large, the business records for a veterinary practice are kept separate from the medical records, although there may be a bit of overlap in some cases . For instance, some types of veterinary-specific software now link invoicing to the patient's medical record and history . However, most practices do their accounting using a computer process separate from their management of medical information. . Computerized business records save time and provide an enormous volume of useful information . They empower a practice to identify trends within the practice, track client purchasing choices, control inventory, and evaluate income versus expenses . While you may be asked to learn to process invoices for individual transactions with clients, most business records are attended to by a practice manager, a business/office manager, or a practice bookkeeper.

Admitting a Patient 2

. By reading and signing the form, the client gives his or her informed consent for the procedures to be done and acknowledges the potential risks and benefits . You may be called upon to prepare consent forms . Most hospitals use either preprinted fill-in-the-blank forms, or they have prepared consent forms, loaded into the computer system, that may be personalized with specific client and patient information . Most forms tend to have fairly standard consent language . You'll need to become very familiar with the forms used by the veterinary practice where you work, because you may be asked to answer clients' questions about giving their consent.

If, however, you'll be making appointments for clients, you'll need to have the answers to the following questions:

. If a client asks for a particular veterinarian in a multidoctor practice, when is that doctor available to see patients (to avoid a conflict with performing surgery or having a day off from the practice)? . How and when are surgeries scheduled? . Are there specific surgery days? . How many surgeries are scheduled per day? . What's the client told about preparing for surgery (that is, the time to arrive, keeping food from his or her animal for an appropriate time, time to pick up the animal from the practice)? . Who will discharge the patient? (In some practices, every surgery is discharged by the veterinarian. - Sometimes, however, the technician or the receptionist is the one who discharges patients. - You may even be asked to assist in this process.)

Refrigerated Shipments

. Certain items that are ordered for a veterinary practice must be refrigerated or frozen during shipping . Vaccines, many laboratory supplies, and some medications may fall into this category . Upon arrival, these boxes will usually be marked with labels such as "Perishable," "Refrigerate Upon Arrival," or "Keep Frozen". . Refrigerated and frozen items must be processed and stored in a refrigerator or freezer, immediately upon arrival, to prevent the contents from warming . When you receive such a package, check the shipping date on the package, and ensure that no more than 48 hours have passed since the package was shipped . (If more than 48 hours has passed, there's a danger that the items may have been exposed to extreme heat or cold, and may, therefore, be unsuitable for use.) . Each refrigerated box should contain a polystyrene foam lining and ice packs . As these boxes are unpacked and checked, it's important to verify that the ice packs are still frozen . The items should be in sealed plastic bags to prevent them from getting wet from condensation or melting ice.

To help you get acquainted with the daily flow of activity in the veterinary practice where you work, seek answers to the following questions:

. During what hours is the practice open to see clients and patients? . Does the practice close for lunch? . During what hours is the doctor (or doctors) scheduled to see animals? . Are patients seen on a walk-in basis, or are appointments preferred? . Does the practice offer house calls or farm calls? . How and when are house calls and farm calls scheduled? . Are there specific time slots during the day for these types of appointments, or are they simply scheduled according to clients' requests? . On what days are surgical and dental procedures performed? . At what time of day are surgical and dental procedures performed? . What are my hours as veterinary assistant? . When should I take my lunch break? . Will I work only on the premises, or will I occasionally be asked to assist on a house call or farm call? (This is important if you're going to have tasks to perform on your own during the day . You'll be more able to plan your time for those tasks if you know whether or not your presence will be required outside the practice.)

The safety notebook will also contain:

. Evacuation plans in the event of an emergency . The locations of gas and water valves for rapid shutoff (if required) . The locations of fire extinguishers (if applicable) . Emergency telephone numbers for the police, the fire department, and companies that service the facility's heating, ventilation, and air-conditioning units.

Filing

. Filing in a veterinary office is much like filing in any other office setting . The details vary slightly from practice to practice, but the concepts are universal . Related materials (medical records, for example) are filed in the same location . The invoices for products and materials purchased by the practice, as well as other expenditures, are filed in a different location than the medical records—most likely in the practice's business office . The bookkeeping records from client transactions also are filed together for easy access in case they need to be reviewed . Client information and handouts are usually filed in a different location . Imprint cards for radiographs are typically found in card files near the X-ray darkroom.

Handling Mail Problems

. For instance, if a letter or a reminder postcard to a client is returned because the address is no longer correct, you'll need to know how to track down the new address . Sometimes the forwarding order has expired and the postal service is no longer delivering mail to the new address after it has been sent to the previous address . Very often, however, there's a sticker on the front of the card or envelope that lists the new address . It's easy to update the medical record and client file at that time . Sometimes a client receives mail at a post office box rather than at a physical address . This problem is relatively easy to avoid by carefully filling out the client information form or computer screen when the client first comes into the practice . Most new clients distinguish between the physical address and the mailing address. . If clients ask the practice to send a product or medication to them because it's inconvenient to stop in to pick it up, you need to know how to handle the details . Whose responsibility is it to decide what can be sent through the mail and what can't? . How are medicines packaged? . How are the clients charged?

Filing Systems 2

. For medical records filed alphabetically, the concept is very similar to numerically sequenced medical records . Each letter of the alphabet is assigned a color, and the first two or three letters of the last name are attached to the end tab of the medical record folder . Thus, it's easy to identify if a chart is out of sequence on the file shelf. . The practice where you work may also use color coding to signal records that are to be inactivated, records for clients that are to pay cash only, records for animals that have died, records for animals that are returning for a follow-up visit, and so on . A color-coding system can be as simple or complex as the practice wishes and can be used to communicate many different types of information to others on the staff.

For most mail

. For most mail, opening all envelopes with a letter opener is the best first step . It's a courtesy to have the envelopes cut open before they end up in the individual mail slots or boxes within the practice . Simply open the envelopes and set them aside to be sorted . Don't sift through the contents . Leave unopened any envelopes or packages marked "personal" or "confidential." . sort the mail by addressee (recipient), and then place each piece into the appropriate receptacle . Does your practice have trays marked with each staff member's name for depositing phone messages and mail, or is it the receptionist's job to see that mail and messages get into the right hands? . Who receives envelopes addressed to the practice (the practice owner, the clinic manager, or someone else)?

Forms and Certificates 2

. Health certificates, also commonly used in veterinary practice, are more complex forms that are required for interstate and international transport of an animal . In most cases, the veterinarian is the only person to write up a health certificate for travel. . Most certificates that are used in veterinary practice require a veterinarian's signature . If the form isn't required to be filled out by only a veterinarian, then you may be asked to prepare the certificate ahead of time or while the patient is in the hospital . In these cases, you'll present the form to the veterinarian for his or her signature when the information contained on it is as complete as possible . You may be asked to place the certificate on the doctor's desk or in an internal mailbox or message box, or you may simply be asked to have the form ready for signature at the front desk when the veterinarian escorts the client to the reception area. . Every practice has a slightly different routine to be followed for ensuring that record keeping is handled in a timely, efficient, and accurate manner . It will be up to you to learn the details of how things are done at the particular practice where you work.

Maintaining, Retaining, Purging, and Releasing Medical Records pt3

. If an animal has died or the owner has moved away, the file can be deleted from the active records . The hard copy of the medical chart should then be stored by the practice in case there's ever any reason to retrieve information about the animal or the case . If the animal simply hasn't been seen for a long time, but isn't dead, the medical record should be considered inactive, but not yet deleted . Inactive files are best stored where they can easily be retrieved if the client wishes to bring the animal back to the practice for medical care. . Prior to inactivating a medical record, most practices contact a client by phone or in writing about an animal that hasn't been seen for a certain period of time.

Admitting a Patient

. If the doctor is unavailable to admit the patient himself or herself, then it's critical that you get all the relevant information you can from the client at the time of the admission . You must be sure to take a thorough and accurate history . The systems history, environmental history, and systems review are all important . Record any specific concerns or questions the client has . Also, be sure to ask where and when the client may be reached . Record telephone numbers or pager numbers in case the client must be reached to answer questions, to give consent for additional procedures, or simply to be updated about the animal's condition. . An animal should never be left at a veterinary practice without a written, signed consent form in the medical record

pieces of office equipment

. In addition to computers, you can expect to find and use many other (sometimes complex) pieces of office equipment . The computer system may be used to type medical record labels . Sophisticated telephone systems for the veterinary practice allow multiple phone lines to come into a single reception area . Many systems have built-in voice mail and paging capacities . The practice where you work may use a telephone answering machine after hours . You may be asked to record the outgoing message and get the machine ready to receive calls each day at the end of business hours . A fax machine may be a stand-alone piece of equipment, or it may be integrated into a copy machine.

basic maintenance and troubleshooting

. In addition to learning how to use various pieces of equipment to their best advantage, you'll need to learn to perform basic maintenance and troubleshooting . For instance, you'll need to know how to load standard paper, letterhead, labels, or checks into the printers that are attached to the computers.

Organizing Medical Records pt4

. In addition to the master problem list, you may expect to find a place to record a comprehensive history, a form for recording the results of a physical examination, inserts for the results of laboratory analyses or special procedures, and progress notes . Progress notes are divided into four sections represented by the acronym SOAP: - S—Subjective - O—Objective - A—Assessment - P—Procedure or plan . Each problem is "SOAPed" separately . All communications with a client or any other veterinarian involved in an animal's care should be recorded in the progress notes.

Organizing Medical Records pt2

. In contrast, the problem-oriented medical record format provides a complete, accurate, detailed chart on each and every patient . This format was adapted for the veterinary profession from human medicine . It offers a comprehensive review of the patient, including: - The patient's history - The patient's medical problems - Procedures or treatments that have been performed and the results - An articulated plan for the patient's future

Inventory Management pt3

. It also provides a means of screening shipped products that have been short-dated—that is, products that won't be used up before their expiration date . This procedure gives the practice owner, or whoever handles inventory management, the opportunity to contact the company about an exchange. . When you're confident that everything on the invoice is present and you've recorded the expiration dates of products when appropriate, put everything in its correct location in the practice facility . Remember to rotate the inventory as you put things away . Rotating the inventory—moving products that are already on the shelves to the front and placing newer items behind—ensures that products are used by the practice or sold to the clients in the order in which they were received . Rotation cuts down on the risks that products will become outdated before they can be used or sold.

Organizing Medical Records pt3

. It's more time intensive to keep this style of medical chart . However, it improves communication among staff caring for the animals, as well as among doctors in a multi-doctor practice . In addition, more historical information and other data are readily available to support case planning and provide legal protection if a claim arises . The problem-oriented medical record will usually include several standard sections . The first is the master problem list . Any issue requiring veterinary medical attention should be included on the problem list . Entries on the problem list might include an abnormality that the owner has noticed, an unusual laboratory finding, or a diagnosis . You can also think of the problem list as the medical history in brief or as an index to the rest of the medical chart . On the problem list, you may expect to find dates of inoculation, results of heartworm tests, drug allergies, ongoing medical conditions, and so on.

Want Lists

. It's therefore critical for all staff members to know the procedure used to avoid shortages of practice inventory . Most practices have very specific staff expectations concerning keeping appropriate levels of products and supplies on hand. . One very useful tool is the "want list"—a list posted in a notebook or on a clipboard at a specific location in the practice for all to see and use . When you retrieve a particular medication or supply from the practice inventory and notice that the remaining quantity has dropped to a low level, it's time to enter that item on the want list . All employees are responsible for placing needed items on the want list. . Most practices have a minimum quantity that's to remain on hand of the products that are commonly used . At regular intervals, the person in charge of ordering practice materials retrieves the want list and uses it to guide the purchasing for a particular time period—whether ordering is done on a weekly, monthly, or quarterly basis. . Some practices use separate want lists for medical supplies and for office supplies . Breaking it down further, you may find a want list for the front-office area, another for the pharmacy, and yet another for the treatment/surgery area of the practice.

Staffing Patterns (manager)

. Many veterinary practices are now employing an individual whose specific duties are in the area of veterinary practice management. - This person's title may be "clinic manager," "practice manager," or "business manager." - this individual's job is to oversee and coordinate the behind the scenes tasks and duties that allow for the efficient delivery of medical care to patients and the accommodation of clients. - In many cases, the practice manager is also a licensed or certified veterinary technician.

The Purpose of Medical Records

. Medical records are the heart and soul of every veterinary practice, whether the practice sees companion animals, horses, cattle, swine, or a combination of all of these animals . They're dynamic documents that record the sequence of events each time an animal is seen by the veterinarian . Medical records are legal documents that contain pertinent information on each animal patient, as well as on each client. . The primary purpose of medical records is to serve as a detailed description of the animal patient's medical history, medical issues, treatment, progress, and resolution . Each record is a benchmark for measuring improvement or deterioration of an animal that has a medical problem. . The medical record provides for continuity of care by reminding a veterinarian what he or she has seen on the physical evaluation of a patient, and of the patient's history, the tests that have been done and their results, the diagnosis, the treatment that has been initiated, and all comments and recommendations made to a client.

Admitting and Discharging Patients

. Most admissions to and discharges from the veterinary practice are conducted by the veterinary technician or veterinary assistant . You may be asked, however, to assist with or to complete an admission or discharge if the veterinarian is called away . Most practices have clearly outlined procedures to follow—usually a step by step process that includes specific paperwork . It's important to document all procedures that are to be performed on an animal, as well as any medication the animal is to receive upon admission for a procedure . Equally important is having written consent to proceed with diagnostic procedures or with a treatment plan . Upon discharge, it's vital to have written discharge orders with clear follow-up instructions when the patient leaves the hospital . This practice allows the client to review what he or she has been told at the time of discharging the animal and helps to prevent any confusion from inaccurate recollection of verbal instructions.

Discharging a Patient

. Most often, a veterinarian will discharge a patient after a period of hospitalization in order to review with the client test results, surgical findings, postoperative care, or recommended follow-up instructions . Occasionally, however, you may be asked to assist with the discharge of a patient, or you may be asked to conduct the discharging procedure on your own . You should be familiar with the process.

Filing Equipment and Supplies

. Most practices have a variety of filing equipment available, depending on the items that need to be filed. . For instance, if medical records are kept in manila end-tab folders (designed to hold 81⁄2 × 11 inch pages), there will be open shelving to accommodate the files . If the medical records are kept in hanging pocket folders, there will be cabinets with pull-out drawers . To maximize the usable space within a reception area, file cabinets with lateral file drawers are often used . When the drawer of a lateral file is pulled out, it doesn't take up as much room as a standard file cabinet drawer . The files are then arranged from side to side rather than from front to back . If medical records are kept on index cards, you'll find file cabinets with pull-out drawers of that particular size . You may also find Rolodex systems of various dimensions in use.

Office Equipment and Maintenance

. Most veterinary practices are now computerized, so you'll probably be working with a computer station and keyboard as part of your job. . The computer system will probably include one or more printers . You'll need to learn how to have various reports, client information sheets, and payment receipts printed on the correct printer . Since every veterinary software program is different, and since some veterinary practices use nonveterinary programs as well, it will be important for you to undergo specific computer training at the particular practice where you work . Some practices do their own in-house training of employees on the computer system, while others provide on-site instruction by outside experts in their particular software products.

Office Policies and Procedures

. Most veterinary practices have a document that provides guidance for policies and procedures at the practice . Part of this documentation may be referred to as the personnel manual or personnel policies . The personnel policies address issues such as attendance, dress code/appropriate attire, vacation, sick leave, codes of conduct, and so on . These policies outline the employer's expectations and provide a basis of consistency in how practice issues are handled.

Maintaining, Retaining, Purging, and Releasing Medical Records pt5

. Occasionally a request will come from a public agency, like a local animal control office, for the vaccination status of an animal that has been involved in a bite injury to a human. (This is an important exception to the general rule.) . When the medical record is being transferred to another veterinarian, it should be sent directly to him or her . The original of the medical record is never released—only copies . When the transfer of a medical record is requested, that request should be recorded in the original medical chart.

Refrigerated Shipments 2

. Occasionally, even with the most accurate computerized inventory records, you'll be asked to assist with a physical inventory . This means counting every single inventory item in the practice and making a notation of the quantity on an inventory list . You may find that the list for office supplies is kept separately from the medical supplies list . The pharmaceuticals may be on their own list as well . Many practices conduct their physical inventory at the end of their fiscal year, which may not be the same as the calendar year . Some practices perform a physical inventory at the end of each quarter in an effort to have the inventory quantities in the computer remain as accurate as possible . As a veterinary assistant, you'll need to keep an open mind about your role in inventory management, because it can vary dramatically from practice to practice.

Management Techniques

. One of the first tasks you'll face in becoming acquainted with the business aspects of a veterinary practice is to learn how time will flow throughout the day. - What's the daily routine? . There are many details of time management within a veterinary practice that are important and with which you must become comfortable . You won't want to overlook any of them.

Maintaining, Retaining, Purging, and Releasing Medical Records

. One of the most important aspects of medical record keeping is accuracy . It's critical that each medical record always reflects up-to- the-minute information about a patient and a client . The following are some simple strategies for keeping medical records current: . Ask the client, when he or she is in the clinic, if the address and telephone number recorded in the medical record are still correct . Ask the client about any animals that you haven't seen in a while. . Record information in the medical record in a timely fashion . The day an animal is presented to the practice, what's observed and what's done, as well as any assessments and plans, should be recorded in the medical chart . Record telephone conversations with clients in the medical record .Remember to place sheets in the record with the most recent information on top. . Allow the master problem list to serve as an index or table of contents for the rest of the record.

Examples of the information typically covered in a procedures manual include:

. Opening and closing procedures for the facility . How patients will be admitted and discharged . What to do in case of fire, emergency, attempted robbery, client injury, and so on . How the phone is to be answered (Every practice has its own preference and style.) . How receipting and invoicing should be handled . Whether or not the practice does billing, or if all transactions are on a cash basisInformation about credit card receipting . The basics about the practice's computer system (Most practices conduct specific staff training on how to use the computer system.)

Repairs and Troubleshooting

. Part of helping a veterinary facility run smoothly involves keeping the equipment, both medical and nonmedical, in good working order . It's unlikely that you'll be called upon to repair any of that equipment, but it's your responsibility to learn the appropriate way to use any equipment or tools that are the property of the practice . If there's no formal training program in place to prepare you to use the equipment in the practice, seek out a senior employee who is able to demonstrate correct usage . You may also be asked to participate in regular, routine maintenance of the practice's equipment . This procedure may involve a daily or weekly cleaning or calibration routine. . Most likely, you'll report a problem with front-office equipment, like the photocopier or the fax machine, to the office manager or receptionist . In the treatment and surgical areas of the practice, a senior veterinary technician may be responsible for the equipment. . Be aware of the optimal temperature in different areas of the practice facility so that you'll notice any sudden changes . Be alert to hear the furnace making strange noises or an exhaust fan rattling.

Business Letters, Records, and Logbooks 4

. Part of the business record-keeping system in any veterinary practice consists of various logbooks—where medicine and business overlap . One example of a type of logbook that's used in veterinary medicine is the X-ray logbook, which includes the following information: - Client's namePatient's name - DateX-ray case number - Body part to be radiographed - View(s) taken - Measured thickness of the body part(s) radiographed - X-ray machine settings (kVp, MA, and so on) - Any comments (quality of the films, diagnosis, abnormalities noted, and so on)

Maintaining, Retaining, Purging, and Releasing Medical Records pt2

. Periodically, it's useful for the practice to purge, or eliminate, the records of animals that are no longer active patients of the practice . This purging process reduces the clutter of a medical records file filled with the charts of animals that have died, whose owners have moved, or that are no longer served by your practice . When a medical record has been eliminated from the active patient files, it will be either inactivated or deleted. . Every practice has its own policy on purging, but it's generally done at least once a year . Each practice also defines which records are to be considered active . For some practices, any animal that has been seen within three years is considered an active patient . Sometimes the time frame is as short as 18 months.

Inventory Management

. Some practices use computer systems to assist with purchasing decisions . If the inventory for the practice is entered into the computer system and tied into the invoicing function of the practice program, then any inventory items that are entered on an invoice will automatically be removed from the practice inventory . Periodically, the computer program can then be accessed to generate a report suggesting necessary purchases. . Usually, a veterinary practice has a single person who will be responsible for placing orders for inventory items for the practice, whether or not a computer is used in the purchasing process . That person may be the office manager, the practice manager, the bookkeeper, or the practice owner . A one-person system helps avoid duplication . It also avoids confusing someone in the practice who may think that another had placed an order—leaving the order undone . One of your jobs, as a veterinary assistant, will be to record, in a timely fashion on the appropriate want list, any items that you notice are running low . You also may be asked to report shortages directly to the person involved with ordering.

Creating Medical Records pt3

. Subjective data within a medical record are entries that describe that animal's overall attitude . "Bright, alert, and responsive" is a phrase often included in this section of a medical record . Subjective information about a patient isn't measurable with the same detachment as the objective variables . The subjective entries comprise the overall clinical impression of a patient, answering questions such as "How does the animal move?" and "How does the animal respond to its environment?" . The assessment of a patient, as well as formulation of the diagnostic and treatment plans, revolves around the careful compilation of objective and subjective data about the patient.

Business Letters, Records, and Logbooks 7

. The amount remaining in the logbook must agree with the amount in the controlled substance cabinet. . Medical record entries should also agree exactly with the information in the controlled substance log . Controlled substances are to remain locked up at all times in their cabinet, which should be mounted permanently somewhere in the practice . The only staff members of the practice who should have a key to the controlled substance cabinet are the veterinarians involved in the practice. . Most veterinary facilities have a rule: "If you use it, you log it." . This rule simply means that if you're the one instructed by the veterinarian to retrieve a controlled substance for dispensing purposes or for use on a hospitalized patient, you're the one who is to record that event in the controlled substance log

Filing Equipment and Supplies pt2

. The filing supplies found in a typical veterinary practice will vary as well, depending on the filing needs of the particular practice . Most medical records are identified on the outside of the folder or pocket using letters, numbers, or a combination of the two . Therefore, you'll find blank folders (usually with end tabs) or hanging pockets, rolls of number stickers, and rolls of letter stickers . In addition, you'll probably find side-tab manila folders for more conventional filing . The manila folders may rest directly in a file drawer, or they may be inserted into hanging files . There will be stickers for identifying the manila folders . You'll also find blank cards for imprinting radiographs, as well as blank cage cards for identifying hospitalized patients.

OSHA Guidelines

. The guidelines were created by the US Department of Labor . The employer is required to inform all employees of potential hazards in the workplace so that the employees may understand how best to keep themselves safe. . Somewhere in the practice facility will be a "Right-to-Know" station, where there's a notebook or binder containing the safety information that applies to that particular practice . Contained in the safety notebook will be Material Safety Data Sheets (MSDS), which are published by the manufacturers of the various products used by the practice . Read this information to be aware of any special handling requirements of the products or any restrictions that may apply to the user of the products . This information will vary for each product used by the practice.

The Purpose of Medical Records pt3

. The medical record allows for rapid retrieval of information about a client as well: address and telephone number, information about where the client works, and how he or she may be reached during the day . Quick access is especially important when an animal is in the hospital and a decision must be made in a timely fashion about a particular treatment or procedure . A third purpose of medical records is to provide documentation of all medical decision making from a legal perspective . Remember that medical records are legal documents . Record all pertinent information completely, accurately, and in a timely fashion . In the event of any dispute, medical records allow for clarification of what was done and why . They protect a veterinarian and staff by providing thorough written records.

Accidental Injury

. The most common injuries in veterinary practices are bite wounds from animals. . Most bite injuries are preventable if animals are handled in a sensible fashion . If you don't have much experience handling animals in a formal setting like a veterinary practice, you must take the initiative to seek guidance and assistance. . You should begin your training by handling those animals that aren't stressed by being in a veterinary hospital . You'll need to handle them in a variety of settings such as getting them out of their cages, putting them back into their cages, restraining them for their physical examinations, taking them outside to empty their bowels and bladders, moving them from one pen to another, and so on . Prepare yourself by assuming that the animal may bite . It's also important to learn the behaviors, postures, vocalizations, and facial expressions that animals use to communicate their attitudes. . It's critical that clients aren't allowed to handle or restrain their animals while the animals are under the care of the veterinary practice . If a client is injured in that circumstance, the veterinary practice is legally liable.

Animal patients are admitted to a veterinary hospital for many Copyright Penn Foster, Inc. 2019 Page 99 Course Version: 1 reasons:

. The owner may be unable to stay for a procedure that would normally be performed on an outpatient basis, so the animal is admitted to the hospital .Perhaps the animal is scheduled for a general checkup or wellness examination, or perhaps it's sick or injured . (Since most veterinarians prefer that the client is present during an examination, it's especially important for you to get as much pertinent information as possible from the client.) . Perhaps the animal is being admitted for a period of supervised care while the client will be out of town .The animal may be presented for a surgical or dental procedure . Perhaps the animal is boarding at the veterinary hospital and having a medical or surgical procedure done during its stay . Certain laboratory analyses may take more time than those performed on an outpatient basis while the client waits.

Filing Systems 3

. The practice where you work will probably have filing systems in place for more than just the medical records . For instance, your veterinarian may have client education handouts that are commonly used in the practice . There must be a single, simple way to access information like that . There will also be various forms and certificates, which are used throughout the practice, that must be kept organized and easy to find . One strategy is to have hanging files that are organized by topic, and then, within the hanging files, to have manila-tabbed folders that are organized alphabetically . This system allows related information or paperwork to be stored in the same place and to be organized and accessed easily.

Creating Medical Records pt2

. There are many different styles of medical records . Some practices use hanging pockets with pages inserted . These pockets can range in size from a half-page to a full 81⁄2 × 11-inch page . Some practices use 5 × 7 inch file cards stapled together with additional information, like laboratory reports, filed elsewhere. . The most popular medical record format is a file folder with a folding clip at the top to hold 81⁄2 × 11-inch pages in place . This design is very easy to use, both to make additional entries and to retrieve information . There are different ways to identify the client and the patient on the outside of the folder . Much information, both objective and subjective, is contained in medical records . Objective information includes factual, measurable data like an animal's weight, body temperature, heart rate, respiration rate, results of laboratory analyses, interpretation of radiographs, and results of an electrocardiogram.

tech tasks

. You may be asked to change the ink cartridges in the computer printers . If the practice has a photocopier, you may occasionally be asked to replenish toner or empty a full toner receptacle . You'll want to become familiar with refilling the paper trays in the copy machine, as well as knowing where replacement paper is stored. . If something must be done on a piece of equipment with which you're not familiar, it's best for you to ask for guidance.

Organizing Medical Records

. There are two ways to organize medical records—two primary formats that you'll encounter in veterinary practices . The first is the source-oriented medical record and the second is the problem- oriented medical record . Regardless of the particular format, it's best to arrange information in the chart in reverse chronological order, with the most recent information on top—where it's most readily available. . The source-oriented medical record, which is also called the conventional format, can vary dramatically in size and detail . Data is entered as acquired, in chronological order . Often with this format, the records of multiple patients are kept in a single folder . Data for the different animals may be recorded on a single sheet, simply dated to indicate when each individual has been seen . This format requires much less time to complete than the problem-oriented format . However, compared to the problem-oriented system, it lacks the detailed documentation of procedures and their results, and it makes retrieving information more difficult . Maintaining adequate communication and legal protection is more challenging with source- oriented medical records.

Business Letters, Records, and Logbooks 8

. Therefore, you must learn and become comfortable with the process of recording the use of these medications . Falsifying the information in the controlled substance log or improperly using any controlled substance is a federal offense. . The final example of a logbook used in veterinary practice is the laboratory logbook, which provides a synopsis of the laboratory tests that are used in the care of animal patients . Usually, the results of the tests aren't recorded in the laboratory log, but there are some practices that use it that way . At the very least, the date, client and patient names, tests performed, and whether or not the tests are run in-house are recorded in the laboratory logbook.

avoid losses

. To avoid losses from preventable injuries, most veterinary employers have developed strategies to help their workers anticipate potentially hazardous situations . Usually, they'll supply you with a document that outlines the steps to take in the event that you witness or are involved in an injury at the practice . If you experience or witness an accident in which a staff member, client, or visitor sustains a personal injury, regardless of how serious, immediately report the situation to your supervisor or to the person in the practice who oversees safety issues . Failure to report an accident or injury can result in a violation of legal requirements and could delay the processing of appropriate insurance claims and benefits.

Materials and Supplies in the Veterinary Office

. Veterinary practice facilities make use of many different types of materials and supplies . You would expect to find some of these in any office setting . Others, very specific to the veterinary profession, require detailed record-keeping techniques . The supplies (described in the previous section) that help office equipment operate will likely be found in the administrative area of the practice . Most often, the lead receptionist or the practice manager will be in charge of keeping an acceptable inventory of those supplies . Supplies for the administrative area of the practice include copy paper, computer paper, printer cartridges, adding machine tapes, pens, pencils, markers, telephone message books, and anything else that's necessary for a smoothly functioning office . You'll need to be familiar with the storage area for various administrative office supplies in case you're filling in at the reception desk and find,

When caring for cats

. When caring for cats, keeping litter pans clean is the most important step in preventing undesirable odors and diseases . Most veterinary facilities have a morning and evening routine that involves scooping cat litter pans, changing water, and feeding. . If canned food is fed to cats, you'll want to be sure to remove any uneaten portions . Old canned cat food can emit quite an unpleasant aroma! . Cleanliness also directly affects cats, which are very clean and particular animals . They don't appreciate the accumulation of waste in their litter pans.

scheduling

. When considering time management within a veterinary practice, the central issue involves the scheduling of patient appointments . You'll want to know how the appointments are scheduled and who schedules them . If only the receptionist makes appointments, you won't need to be quite as detailed in your understanding of the scheduling.

Making Filing Efficient

. When you're getting ready to replace files in their appropriate places, use your time as efficiently as possible . The first step is to separate the files into their appropriate groupings . For instance, gather all the medical records together, client education handouts together, and so on . Next, be sure that all the pertinent and updated information is in each of the files . You'll want to be sure, also, that all appropriate entries have been made in the medical records before they're returned to their shelves. . When you're confident that updating is complete, you're ready to begin the filing process . If you're filing medical records folders, arrange them in the appropriate order, either numerically or alphabetically, before filing them . One simple time-saving trick when retrieving a file folder from open shelving is to pull out the adjacent file a short distance . This practice marks the area from which you've retrieved the file and makes it easier to return . It's best to file medical records in a timely fashion to eliminate clutter and to keep the records available for the veterinarian's use.

Inventory Management pt2

. While you may not be involved directly in ordering, it's highly likely that you'll be involved, in some way, in processing orders when they arrive . When an order is received, the first step is to be sure that there has been no damage to the package . If a shipment arrives damaged, you'll need to follow whatever guidelines are appropriate for the particular carrier or delivery system . Step two is to open the package, find the packing slip or invoice, and carefully examine the contents to be sure that all items listed are present . Report any shortages in a timely fashion to the appropriate staff member . At this time, it's also appropriate for you to find and record on the invoice any listed product expiration dates . This procedure allows the person entering information about the order in the practice's computer to include these dates

become familiar with technology tasks

. You may be asked to become familiar with the use of an adding machine, a photocopier, a cash register, a postage scale, and a digital postage meter . The practice may use audiovisual equipment for client education or staff-training purposes . There may be a TV for use at the facility . Some practices play health programs or advertisements for veterinary products continuously on the TV.

Filing Systems

. You may encounter different filing systems, depending on the practice where you work and what kind of information retrieval systems the practice has developed . Medical records are usually filed in one of two ways: numerically or alphabetically . A numerical system can work in one of two ways: either each client is assigned a number, or each individual patient is assigned a number . Each digit, from 0 through 9, is represented by a different color . The colors on the records then vary, depending on the number that has been assigned to a particular client or patient. . As an example, a practice using numerical filing of medical records might use end-tab folders and apply the colored numbers to the end (or bottom) of the folder . Usually, a single sticker with the last two digits of the year is applied somewhere on the same tab . Then the medical records are filed on open shelves with the end tabs, complete with numbers, visible to the receptionist . It's easy to see at a glance if there are files out of sequence . Tabbed dividers are very helpful in clustering records with similar number sequences together.

process for accepting deliveries

. You must also learn the process for accepting deliveries of medical or office supplies to the practice. . Where do the boxes go when they arrive at the practice? . Who is responsible for unloading shipments of medical supplies? . Is there any way you can assist that person, either by reviewing the packing slip to be sure that everything has arrived or by helping to put things away and rotating the stock? . How are packages to be handled that read "Refrigerate Upon Arrival"?

Staffing Patterns (V.A.)

. You'll also often find veterinary assistants who assist veterinary technicians and veterinarians as needed in any area of the practice. - As a veterinary assistant, you may be asked to restrain an animal while the veterinarian performs a physical examination or draws a blood sample. - You may be asked to assist in the nursing care of the animal patients that are hospitalized. - You may also be asked to help with practice management issues.

Forms and Certificates

. You'll find many different forms and certificates in common use at a veterinary practice . Become familiar with all of these in case you're asked to fill one out or to answer a client's questions. . We discussed, in the previous section, consent forms and discharge instructions . Other forms may be created for the client at the time a patient is discharged from the hospital . A neuter certificate or a spay certificate allows the client to prove that the animal is no longer sexually intact . This proof may allow the client to get a discount on the pet's license and may be required for the client to fulfill his or her obligation to a shelter from which the animal has been adopted. . A vaccination certificate is usually prepared any time an animal has received an inoculation at a practice . These certificates may be handwritten on government-approved standard forms, or they may be prepared on the practice's computer system—linked to invoices so that they're automatically printed any time the animal receives a vaccination . Computer linking can also generate future mailing notices for inoculations, as well as help identify a lost animal.

Outgoing Mail

. You'll need answers to the following questions: . How is the outgoing mail postage handled? . Is there a postage scale in the practice for weighing mail and determining the appropriate postage? . Is there a postage meter in the practice for applying postage without using stamps and without having to take the mail to the local post office for postage to be applied? . Is the outgoing mail picked up at the practice by a postal carrier or does it need to be taken to the local post office? . Which person in the practice contacts UPS, Federal Express, or other alternative carriers for a pickup at the practice? . Will you be authorized to prepare outgoing packages for pickup?

screening the incoming mail

. You'll need to know the recommended process for screening the incoming mail in your practice . Be prepared to be able to answer the following questions: - Is the mail delivered to the practice facility by a mail carrier, or must it be picked up at the local post office? - Is collecting the incoming mail the specific responsibility of one person in the practice, or is it a shared job? - What time of day is the mail delivered, or by what time can you count on the mail to be ready in the post office box? - What time can you expect alternative deliveries, such as those from UPS or Federal Express? - Who may sign for deliveries of mail or packages that require a signature?

process for sorting through catalogs and other "junk" mail

. You'll need to learn the process for sorting through catalogs and other "junk" mail . Who in the practice decides what's "junk" mail? . Is there a central location for catalogs? . How are the catalogs separated? . Whose responsibility is it to go through the catalogs periodically to purge duplicates and keep only the most current ones from each company? . Do catalogs simply go into the internal mailbox of the person to whom they're addressed? Are discarded catalogs and other advertisements recycled? . Where are they gathered so that they may be recycled?

Housekeeping and General Cleaning pt2

. You'll need to learn what cleaning products are used in the different areas of the facility . A chemical that works very well on the floor and cuts grime where people have walked might actually cause harm to an animal if it were used inside a cage, a stall, or a dog run. . One of the best methods is to adopt an attitude of "clean as you go." This simply means putting things back where you found them when you're finished using them, tidying up an area after a procedure, clearing counters that have become unnecessarily cluttered, and dusting . Most veterinary practices that serve companion animals want to minimize cleanup of animal waste—the most common source of spreading disease among animals . One way to accomplish this goal is to recognize that dogs need to be walked outside in an exercise area on a regular time schedule so that they may empty their bowels and bladders. . Be aware of their comfort by providing them with adequate exercise/elimination opportunities.

The Role of the Veterinary Assistant in Practice Management

. your role in the management of the veterinary office will vary dramatically from practice to practice . You may have no occasion to write an invoice or complete a transaction with a client . You may never be asked to keep track of the office supplies used in your practice . you may be asked routinely to participate in the business office activities of the practice where you work. . you'll be asked to cover the front desk while the receptionist takes a lunch break . You may be asked to file medical records that have been appropriately processed

Admitting a Patient 3

. You'll want to be able to walk the client through, step by step, each section of a consent form and each procedure that's described . For example, on a surgical consent form, there will probably be various preoperative safety precautions recommended by the veterinarian— including the benefits and risks of anesthesia . The form may include precautions to be taken during the operation—like intravenous fluid therapy . There may be an entry for postoperative pain management such as tranquilizers and analgesics . You need to know what your veterinarian recommends and why . When the consent form is signed, the client gets a copy for his or her own records, and the original goes into the medical record. . For a nonstandard admission (for example, a patient who needs an internal medicine workup), the veterinarian will list on the consent form all procedures he or she anticipates doing with the animal . Sometimes, however, you'll find that the veterinarian uses general language like "appropriate laboratory tests." . Once again, the client gets a copy of the signed consent form, and the original is inserted into the medical record.

Discharging a Patient 2

. Your practice may use standard written discharge instructions to follow what are considered routine procedures . These instructions may be stored in the computer to be personalized for each patient, or they may be preprinted forms . Most discharge orders have blanks to be filled in and most include comments about the following: . Prescribed medications, including the drug name, the dosage, and how often it's to be given . Dietary modifications . The animal's recommended activity level . Bathing or being in water, playing with other pets, or the level of necessary confinement . An incision if one is present . Specific instructions about what to look for and when to call if a problem arises . Scheduled follow-up visits . When the client has reviewed the discharge orders and has had his or her questions answered, a copy of the signed discharge form goes with the client and a copy remains in the medical record . It's usually at the time of discharging the patient that the client receives a copy of any laboratory analyses that have been performed.

Staffing Patterns (receptionist and accountant)

. a veterinary practice will probably include a receptionist who answers the phone, greets clients as they enter, coordinates the scheduling of patient appointments, and otherwise oversees the workings of the front desk area of the practice . A veterinary practice may have a bookkeeper, or even an accountant, who takes care of the accounting aspects of the practice, including payroll, paying bills, and ordering supplies

Cross-Training

. can enhance the value and versatility of every member of the veterinary healthcare team . When you're cross-trained, you not only know how to do your own job, but you'll also learn about other people's duties so that you can perform their jobs if needed . This technique increases the flexibility of each staff member . It also increases the comfort level of staff members if one person gets tied up doing a particular task, is on vacation, or is called out of the office unexpectedly . Cross-training also makes your own job more interesting by providing variety. . Even if cross-training isn't a regular part of the routine at the practice where you work, you may want to consider asking about being trained to perform additional duties within the practice when you've mastered your own job . It's possible that no one previously has expressed interest in being cross-trained . Most veterinary practices, however, find that having staff members qualified to perform multiple tasks increases everyone's efficiency.

Housekeeping and General Cleaning

. keep the following simple words in mind: If it smells clean, then it must be clean . Odor control is one of the most important aspects of the general care and maintenance of the veterinary practice. . A clinic can look clean, but if it smells dirty, or smells "like animals," then the issue of general cleanliness isn't receiving enough attention. . Many veterinary practices will use a professional cleaning service to take care of the general cleaning of the physical facility on a regular basis . The schedule of a professional cleaning service will vary with the needs of the practice . A high-volume, high-traffic practice may have that cleaning done every night after the clinic is closed . Another practice may have professional cleaning done weekly and have the staff keep up with things during the rest of the week . Some practices use only their own staff members to keep the facility clean.

Accidental Injury 2

. other accidental injuries common to a veterinary practice usually involve some aspect of the physical facility and tend to be avoidable with a bit of care and common sense . if your practice has a squeeze chute (a small stall used to restrain large animals), you should be specifically trained in how to safely use that chute, which can easily cut off a finger . large animals have a physical advantage, so you must be aware of the nearest escape route when handling them . avoid working with large animals when you're alone.

Creating Medical Records

. the record should include the client's name, address, and telephone number . In addition, the client's employer and work number, as well as a number at which the client may be reached during the day, are useful . Some practices include information about the client's children, if any, or about other family members who tend to come in contact with the animal . Pertinent patient information includes the animal's name, breed, age, gender, reproductive status (neutered vs. intact), color, and hair coat (if applicable).

Staffing Patterns

. the veterinarian is the leader of the veterinary healthcare team . Most veterinary practices employ at least one certified or licensed veterinary technician. - The technician is a trained professional, much like a nurse in a human medical practice - He or she works closely with the veterinarian in the delivery of medical care. - The technician is often responsible for educating clients, treating patients within the hospital, administering medications (including anesthesia), and performing diagnostic techniques, such as the laboratory analysis of blood.

the procedures manual outlines the day-to-day workings of the practice

. you'll find that the procedures manual outlines, in detail, the day-to-day workings of the practice . You should become very familiar with the practice's policies and procedures, to know where to look in the manual for clarification, and to be aware of any additions or changes in the manual . The personnel policies and the procedures manual provide the foundation as you establish your own routine in the practice where you work.

Infection and Spread of Disease

It's especially important when working in a veterinary facility, to be aware of the risks of passing germs and diseases from one animal to another . Most animals are admitted to a veterinary hospital because they're sick . Their immune systems aren't working at full capacity from the stress of their illnesses, so they're more susceptible to disease. . Ill animals should have their daily maintenance, like feeding and watering, done after the well animals to decrease the risk of carrying germs from the ill animals to the well ones . Wash your hands between the handling of all animals . Change into a clean smock whenever you've handled an ill animal or if the smock has been soiled with urine, stool, blood, pus, or other body fluids. . You must learn and be comfortable with all procedures outlined by your veterinarian for reducing the risks of transmitting disease from one animal patient to another . If you come upon a situation with which you're not familiar, or if you're unsure how to proceed, it's always best to seek out a senior employee and ask for guidance . There may be circumstances when a truly infectious case is hospitalized in the facility's isolation ward . You may or may not be authorized to handle that particular case.