Practice Manual · Section 5

Staff Expectations & Safety Guidelines

Version 1.0 · May 2026 · For internal staff use

1. Animal Safety & Containment

• Close all doors behind you — every door between treatment areas, kennels, and outdoor spaces must be closed before opening the next.
• Double-check every kennel latch is secured after feeding, cleaning, or handling.
• Any dog outside its kennel must be on a lead or under direct control at all times.
• Cats must always be moved in a carrier or towel wrap — never unsecured through shared spaces.
• Do not handle exotics without a briefing from a vet or senior nurse on that specific animal.
• Keep external doors and low windows closed or screened whenever animals are loose in the room.
• Never place animals together without explicit instruction — even if they seem calm.

2. Animal Handling

• Any animal can bite or scratch — even friendly, known patients. Approach calmly and read body language.
• Use gloves, thick towels, or muzzles when handling anxious, aggressive, or unfamiliar animals.
• Never restrain a difficult animal alone — two people minimum.
• Before moving an animal through a shared space, check the path is clear of other animals.
• Move slowly, speak quietly. Keep noise near kennels to a minimum, especially around post-op or anxious patients.

3. Workplace Health & Safety (WHS)

• All incidents must be reported on the day — scratch, slip, or near-miss.
• Closed-toe shoes must be worn at all times.
• Needlestick injury: wash immediately, report to a vet, complete an incident report, seek medical advice. Do not delay.
• Know your emergency exits, extinguisher locations, and evacuation procedure.
• Bend your knees when lifting. Ask for help with large dogs. Never strain yourself.
• Read all chemical and medication labels. Never mix chemicals.
• Wash hands before and after every animal, after cleaning, after removing gloves, and before eating.

4. Hygiene & Infection Control

• Wipe down all surfaces, tables, and equipment after every patient.
• Kennels are cleaned morning and afternoon. Replace soiled bedding immediately.
• Any animal showing signs of contagious illness — notify a vet immediately and isolate.
• Sharps in the yellow container. Clinical waste in the red bag bin. Regular rubbish in the general bin.

5. Medications & Treatment

• Never administer medication without direct instruction from a vet — including owner-supplied boarding medications.
• Check the label twice: right animal, right drug, right dose, right time. If anything seems off, stop and ask.

6. Communication & Professionalism

• Acknowledge every client within 30 seconds of arrival.
• Always wear a smile — face to face and on the phone. Warmth is noticed.
• Show genuine kindness. Clients are often anxious. A friendly manner goes a long way.
• Go above and beyond where you can. Small gestures make a big difference.
• All client and patient information is strictly confidential — not to be discussed in the waiting room, with other clients, or on social media.
• When unsure about anything clinical — get a vet. Never guess.
• When a euthanasia is taking place, keep the clinic quiet, lower your voice, and give the family space and dignity.
• For difficult conversations and bad news — follow the vet's lead. Be gentle and compassionate.

7. Quick Reference — What to Do When…