Rawesome Vets · Internal Staff Protocol

Patch & Purr — Cremation Provider Protocol

Version 1.0 · May 2026 · For internal staff use

Patch & Purr (South Windsor) is our cremation provider for both group and individual cremations. This SOP covers how to submit, manage collection, handle large dogs and house calls, and process the return of ashes.

For the euthanasia procedure itself and how to discuss body care options with clients, see Euthanasia & Cremation Protocol.

1. When to Submit

• After a euthanasia or death where the client has chosen group cremation or individual cremation
• The client has signed the body care choice on the consent form
• Full payment has been taken (clinic invoice + cremation package if individual)
• The body has been respectfully prepared and is ready in the appropriate area

Cremation type — what gets submitted

Type	What happens	Ashes returned?
Group cremation	Cremated alongside other patients	No — submit and that's the last we see of the patient
Individual cremation	Cremated alone, ashes returned to us, we return to client	Yes — usually within 1–2 weeks. See Section 5.

2. Submitting via the Online Portal

3. Collection from the Clinic

• Patch & Purr collect from the clinic on a regular schedule — typically with a 4-hour collection window (e.g. 12pm–4pm)
• Make sure the body is clearly tagged with patient name, owner name, and submission reference
• Bodies are stored in the designated cool area until collection
• If a body has been with us more than 2 weeks and the client has not made a decision, alert the practice manager — see Euthanasia & Cremation Protocol

4. Large Dogs — Special Procedure

Large dog house-call euthanasia

• For house-call euthanasias on large dogs, arrange Patch & Purr to collect directly from the client's home — do not bring the body back to the clinic
• Confirm the collection arrangement with Patch & Purr before the vet leaves the clinic for the house call
• Pass the client's address to Patch & Purr and get a collection window
• Confirm the window with the client so they know when the collection team will arrive
• The vet completes the euthanasia and leaves the body wrapped and labelled at the home

5. When Ashes Return

Individual cremation ashes typically return within 1–2 weeks. They arrive back at the clinic in the urn or container the client paid for, with the patient's name tag.

6. Client Collection of Ashes

• Greet the client with care — this is an emotional moment
• Hand the ashes over in a simple bag if the urn is plain, or as-is if the client has chosen a presentation urn
• If a paw print or fur clipping was ordered, hand these over at the same time
• Check on the client briefly: "How have you and the family been since?" — short, warm, no pressure
• Note on the file: "[Date] — Ashes collected by [client/family member name]"

Common Errors — Watch For These

Error	Why it matters	Prevention
Submitted to portal before payment confirmed	Cremation proceeds — no recall — clinic carries the cost if client doesn't pay	Confirm payment on file BEFORE logging into the portal
Wrong cremation type selected (group vs individual)	Group means no ashes — devastating if client expected ashes back	Read the consent form before submitting. If unsure, double-check with the client.
Wrong patient/owner name on submission	Ashes returned with wrong tag — distressing for the family	Copy-paste from OpenVPMS. Read back the submission before clicking Submit.
Large dog booked without surcharge	Patch & Purr charges extra for two-person collection — clinic absorbs the cost	Weight is asked at booking. Add surcharge at booking, not later.
Body not collected from house-call address	Client distress, body decomposing at home, vet has to return	Confirm collection window with Patch & Purr BEFORE vet leaves clinic. Confirm with client.
Client not called when ashes return	Family expecting ashes, no contact, ashes sit at clinic for weeks	Call the same day ashes return. Add note to the file.