Rawesome Vets · Internal Staff Protocol

Phone Etiquette & Call Management

Version 1.1 · May 2026 · For internal staff use

1. Phone Basics

Turning the phones on / off

• Night switch: press the Night Switch button to send calls to voicemail after hours. Press it again in the morning to take the phones live.
• Phones must be live by 9am on every clinic day.

Incoming lines

We have three incoming lines:

• Line 1 — desk handset
• Line 2 — desk handset
• Line 3 — cordless handset

Calling out

• Landline (local): press the line you want (1, 2 or cordless), dial the number, then press # to send.
• Mobile: press the line, then dial 0 first, then the full mobile number, then #. Example: 0 0432 293 049 #
• The # at the end is what actually places the call — don't forget it.

Putting a client on hold

• Desk phones: press the Hold button. The client hears our hold messages (clinic info, opening hours, services) — they know they're still connected.
• Cordless: there is no hold button, only Mute. The client will hear nothing until someone speaks — let them know before you mute: "I'm just going to put you on a quiet hold for a moment, you won't hear anything but I'll be right back."

Internal calls (room to room)

• Press the corresponding room button on the phone (consult 1, consult 2, treatment, etc.).
• Wait for the other end to pick up — don't shout across the clinic if the call is going through.

Night Mail (after-hours voicemail)

• A flashing light at "Night Mail" means there are after-hours voice messages.
• Listen to them first thing in the morning — before consults start.
• Press Night Mail and follow the prompts.
• Delete any meaningless / blank messages.
• Follow up any messages where the client has left a name + callback request — log on the callback list or action immediately.

2. Answering the Phone

• Answer within 3–5 rings — do not let calls go to voicemail during clinic hours
• If you're mid-task, hand it to a colleague — the phone takes priority

• Use your actual first name — not "reception" or "the desk"
• Adjust morning/afternoon correctly — it matters
• Smile when you speak — callers can hear it

3. Managing Multiple Lines

• If a second line rings while you're on a call, interrupt politely and put the first caller on hold

• Answer the second call, take their name and number if the call will take time, and return to the first caller promptly
• Never leave someone on hold for more than 2 minutes without checking in

4. Taking Messages

If the person the caller needs isn't available, take a complete message — do not promise a call-back time you cannot guarantee.

• Write messages on the notepad at the desk — do not rely on memory
• Urgent clinical messages go to the vet on duty immediately, even mid-consult (knock and pass a note)

5. Transferring Calls

• Before transferring, brief the person you're transferring to — caller's name and reason
• Tell the caller who you're transferring them to and what to expect: "I'll put you through to [name] — they'll be able to help with that."
• If the transfer fails, return to the caller and take a message

6. Clinical Calls

• For any question about a patient's health, medication, or clinical concern — use the Telephone Triage guide to decide urgency
• Never give clinical advice yourself — connect the caller to the vet or take a message for the vet to call back
• Prescription repeat requests — see Prescription & History Requests SOP

7. Difficult Calls

• If a caller is upset or angry, stay calm and lower your voice slightly — do not match their energy
• "I understand — let me make sure I can get the right person to help you."
• If a caller is abusive, it is acceptable to say: "I'd like to help, but I'm going to need us both to stay calm. Can we do that?" If they continue, let a senior nurse or vet know
• Never hang up on a caller without a warning first

8. After-Hours

• Outside clinic hours, all calls go to the voicemail message bank
• The voicemail directs clients to emergency care if needed

9. Checking the Message Bank

• Check messages at the start of every shift
• Action each message before the end of that morning session
• Clinical messages → vet on duty as a priority
• Booking or general enquiries → book or follow up the same day
• Delete messages once actioned and noted