Northside Veterinary Clinic — New Receptionist Handbook

Passage

A Welcome to Northside Veterinary Clinic. As a receptionist, you are usually the first point of contact for an owner who is worried about their animal, so tone matters as much as accuracy: acknowledge the owner's concern before moving to booking details, even when the clinic is busy. This handbook covers reception procedures only; clinical questions from an owner should always be passed to a veterinary nurse or vet, never answered by reception staff regardless of how confident you feel about the answer. B Appointments are booked in fifteen-minute slots for routine matters such as vaccinations and check-ups, and thirty-minute slots for anything described as an ongoing problem. A same-day emergency slot is always held open until 4pm and must never be given to a routine booking, even if a client asks first and the clinic looks quiet; the slot exists specifically for an animal that cannot wait. C When an owner calls to describe symptoms, use the colour-coded triage card kept at reception: red symptoms (such as collapse, suspected poisoning, or heavy bleeding) mean the owner should be told to come immediately without an appointment; amber symptoms warrant a same-day slot; green symptoms can be booked in the ordinary way. If a symptom is not on the card or you are unsure which colour applies, put the call through to a nurse rather than guessing. D Payment is taken at reception after each consultation, not before, since the final cost often depends on what the vet finds during the appointment. Card and cash are both accepted; an itemised receipt is always provided automatically and should never need to be specifically requested. Clients registered for the clinic's monthly payment plan are invoiced separately and should not be asked to pay at the desk, though reception should still confirm their plan is active before the appointment. E Deceased animals brought in, or animals that pass away during a visit, are handled according to the owner's wishes recorded on a separate form, kept confidential from other clients in the waiting room; reception should never discuss this with a waiting client, even in general terms, and should offer the private side room rather than the main waiting area to any owner in this situation.

বাংলা অনুবাদ জমা দেওয়ার পর দেখা যাবে — আগে ইংরেজিতে বোঝার চেষ্টা করুন।