Rawesome Vets · Internal Staff Protocol

Daily Reception Admin Duties

Version 1.0 · May 2026 · For internal staff use

⎙ Daily Admin Checklist (PDF) — Print & use weekly

1. Comms Sweep

Emails

Refer to the Email Management & Lab Results SOP for the full process. Daily targets:

• Pet food orders packed and updated
• Client / case / supplier enquiries replied or handled
• Lab results attached & added to OpenVPMS
• Otherwise all UTD

Voice messages

Checked and actioned — see the Phone Etiquette SOP for Night Mail process.

Message book (front desk)

• Date every page. One date per page.
• Any message that comes through the front desk that needs following up → note it on the page for that date.
• All messages should be entered onto OpenVPMS ASAP for clarity and standardisation. The book is just for your convenience at the front desk — vets don't check it.
• Crossed out = message has been acted on.
• If still not acted on by end of day → move it forward to the next page so it's not lost.

2. OpenVPMS — Look Back (last 1–2 days)

Catching anything that slipped through the previous day or two. Do this every day.

Visits checked out + invoices finalised + accounts paid

• Check that all visits from the last 1–2 days are checked out.
• This is essential — it's what makes sure all invoices are finalised and all accounts are paid.
• If you spot an unsettled open account:
  • Check with the nurse responsible for that visit.
  • If paid → just add the payment on OpenVPMS.
  • If NOT paid → alert Mei. The nurse responsible then follows up with the client until the account is finalised.

Missing patient details

• Body weight, microchip number, etc. — fill in anything missing while you're in the record.

Notes & communications

• Review all notes left on OpenVPMS — for nurses, for vets, path results, requested phone callbacks from vets to owners, etc.
• If something hasn't been done → move it forward and keep following up.
• If you're unsure whether something is done → check the notes. All communications need to be recorded in the notes.

3. OpenVPMS — Look Ahead (the week ahead)

This is a constant task — bookings keep coming in, so keep checking.

Review upcoming consults

• Anticipate and fill in any missing client / patient details before they arrive.

Surgeries & procedures

• Surgery booked? → make sure the admission appointment is booked in the morning.
• Procedure booked (admission AM)? → make sure the procedure time is also booked in.
• Estimate in place where indicated.

Flag anything that doesn't look right

• Sickly patient that should be seen sooner.
• Owner who prefers a particular vet — but coming in on a day that vet doesn't work.
• Any system notes flagged on the appointment.

4. Social Media

Aim for 3 posts a week.

Drug Order FYI

Background info only — refer to the supplier sheet at reception.

⚠ Flag Mei about

• Unresolved outstanding amounts
• Email action items Mei needs to know about