News & Announcements
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Practice & Policy
- Practice Manual — Who We Are Mission, values, work ethic, opening hours, services, and payment types. ↗
- Practice Manual — RMBD Essentials Raw meaty bones diet philosophy, species feeding guide, FAQ, and onboarding quiz. ↗
- Practice Manual — Clinical Standards Clinical protocols, consult standards, and quality benchmarks. Soon ↗
- Practice Manual — Service Scope What we offer in-house, what we refer, visiting specialists. Soon ↗
- Practice Manual — Staff Expectations & Safety Animal safety, handling, WHS, hygiene, medications, communication, and quick reference for emergencies. Applies to all staff. ↗
New Staff
- New Staff Reading List Select your role to see which SOPs you need to read before your first solo shift. Printable with sign-off line. ↗
- Training Tracker Trainer-managed checklist of SOPs each trainee needs to demonstrate. Pick SOPs from the dropdown, tick off, add comments. Manager edits; staff view-only. ↗
- Acting PM Roles Elise and Sarah's role definitions, decision matrix, and escalation paths while Erin is on leave. Soon ↗
HR & Pay
Procedures (SOPs)
- Kennel Handling
- Opening Shift Kennel morning rounds for boarders and in-patients, pet food room, front of clinic ready by 9am. Kennel ↗
- Laundry Keep laundry up to date all day. Washing rules, drying priority (sun > rack > dryer), and refill rounds. Kennel ↗
- End-of-Day Close Outdoor kennels, pre-consult clean, surgery close, rolling tasks, end of day lock-up and handover. Kennel ↗
- Administrative
- Drug & Supplier Order Unpacking Receiving, expiry checks, cold chain, stock rotation, controlled drug handling and logging. Admin ↗
- Email Management & Lab Results Daily email checks, attaching lab results to patient files, abnormal results escalation, referral notes, supplier invoices. Admin ↗
- Prescription & History Requests Vet approval workflow for scripts, medical history releases, referral letters, and travel paperwork. 24-48 hour turnaround. Admin ↗
- Surgery
- Surgery Set Up & Close Theatre prep, O2, patient files, recovery setup, post-surgery close including ISO/O2 and dental machine. Surgery ↗
- Medicine
- Meds & Script Requests End-to-end workflow with diagram. Nurse triage (6-month rule, urgency, fees, OpenVPMS note), vet dispensing (wholesaler vs compounding), and stop-and-escalate criteria. Medicine ↗
- Ordering Vetnostics Pathology Adding path tests to invoice, printing the request form, and finalising. Common profiles included. Medicine ↗
- Booking Specialist Ultrasound Process for booking Emma Walker — case brief content, mandatory OpenVPMS cost estimate template, on-the-day setup. Medicine ↗
- Special & Compounded Drug Orders Compounded meds and non-stock orders — vet approval, payment upfront, supplier ordering, urgent Lyppard cut-off, client collection. Medicine ↗
- Reception
- Euthanasia & Cremation Protocol Booking, room setup, payment before procedure, vet explanation, body care options, house calls, Patch & Purr. Reception ↗
- Patch & Purr — Cremation Provider Online portal submission, group vs individual handling, large dog collection, house-call coordination, and ashes return. Reception ↗
- Discharge Protocol Nurse vs vet discharge, medications, recheck booking, and payment dispute decision guide. Reception ↗
- Surgical Admission Who admits, consent form process, discharge info, payment, AWL/NDN/rescue vouchers, treatment board. Reception ↗
- New Client Digital Form Book a new client with the 'New Client' appointment type to auto-send the form SMS, manage the Welcome Pack, process GAP ONLY flags, and enter details into OpenVPMS from the auto-formatted clinic email. Reception ↗
- New Client System — Admin & Tech Owner / manager reference: how the automated registration system connects (form → Apps Script → CRM → Brevo), troubleshooting, and the pre-sale handover checklist. Credentials kept in the password manager. Manager ↗
- Patient Check-In — Consultations Greeting, weighing, OpenVPMS Workflow check-in, verifying patient and client details, room prep. Reception ↗
- Patient Checkout & Billing Payment types, deposits, reversals, account notes, discounts, troubleshooting, end-of-day checklist. Reception ↗
- Stray Animals Protocol Intake for stray cats and dogs — microchip scan, owner tracing, council contact, boarding. Reception ↗
- Reception — General Notes You are the face of the practice. 14 principles for customer service and phone manner: smile, offer two options, move toward a booking, capture details, sell value (not price), close the loop. Reception ↗
- Daily Reception Admin Duties Daily routine: comms sweep (emails, voicemail, message book), OpenVPMS look-back (visits checked out, invoices paid, notes done) + look-ahead (consults, surgery admissions, estimates, anything off). Printable PDF checklist. Reception ↗
- Appointment Booking & Categorisation How to categorise every booking — emergencies, longer consults, recheck (10 min), scripts (6-mo rule), injections, vaccinations, desexing schemes, dental, surgery. Decision flow + printable Reception Book quick reference. Reception ↗
- Reception Book — Quick Reference Printable A4 quick-glance card for every appointment category. Laminate at reception. Pairs with the Booking SOP. Reception ↗
- Phone Etiquette & Call Management Greeting script, multiple lines, taking messages, transfers, difficult callers, after-hours voicemail and emergency referrals. Reception ↗
- Telephone Triage Protocol Decision guide for triaging clinical calls — immediate, same-day, routine, or home care urgency with scenario tables. Reception ↗
- Litter Vaccination Bookings Dog and cat vaccination schedules, OpenVPMS setup for individual animals, microchip paperwork, vaccine cards. Reception ↗
- Billing
- Alternative Payments Insurance gap-only, VetPay (admin fee), Zip Pay, and phone EFTPOS. First 5 invoices done with Elise sign-off before solo. Billing ↗
- AWL Voucher Checkout & Billing Two-invoice process for Animal Welfare League desex vouchers — client invoice for extras, AWL invoice for the base fee. Billing ↗
- Boarding
- Boarding Protocol Booking, admission checklist (vax cert + initials mandatory), daily care, medications, discharge, late pickup. No public holidays. Boarding ↗
Reference
- Clinic Documents & Forms Consent forms, client handouts, HR forms, and practice admin documents — all linked from Google Drive. ↗
- Specialists & Suppliers Visiting specialists, after-hours emergency clinics, supplier contacts and ordering portals, cremation provider details. ↗
- Equipment Troubleshooting Autoclave, X-ray, dental unit, anaesthesia machine — common faults and fixes. Soon ↗
- Raw Feeding FAQ Standard responses to common client objections and questions about raw meaty bones. Soon ↗