Scenario: You are office manager at Sunnyvale Animal Clinic. Lee, an employee who has worked for several years as a Runner/Floater at your clinic is moving to another city and Lee’s replacement Pat will start work next week.

Your assignment is to write procedures for the scenario provided below.
• Format like formal instructions / procedures
• Use cautions, notes, warnings and dangers as, or if, needed
• You do not need to add images.
• Format as explained in class, in handout and text
• Use headings and lists as required
• Refer to checklist at the end of this document to check your work
• Write using grammatically correct, clear, concise, direct, active structures as explained in text
• Remove any information that you think is not relevant or important.
Scenario: You are office manager at Sunnyvale Animal Clinic. Lee, an employee who has worked for several years as a Runner/Floater at your clinic is moving to another city and Lee’s replacement Pat will start work next week. You asked Lee to write a series of instructions to help Pat understand and perform the job duties. But you find Lee’s instructions just awful: poorly written, confusing and messy. You must revise them to be proper instructions / procedures: well organized, thorough, clearly formatted, and easy to understand. Use the following material to create a manual of procedures /instructions for Pat.
Here is Lee’s version:
Congratulations! You got the job. Now you need to learn how to do your job. These instructions will tell you how things work around here. Keep them close by you until you know them all by heart, all the things you have to do. Some of them you do every day, and some not so often. I’m sorry to tell you that Visible tattoos that are inappropriate and visible piercings other than ear piercings are not permitted if they will be a safety hazard. Wear long pants and closed toed shoes, and we will provide a scrub top. If you are wondering if your visible tattoo is appropriate, just show the office manager Leslie.
Sunnyvale is a small animal clinic that mostly sees cats and dogs and some birds. We aim at providing the best high quality veterinary caring, with great respect and understanding of the bond that each and every owner has with their pet. Our clinic provides routine care as well as more complicated medical work ups. We also provide routine surgeries such as spay and neuters, along with emergency surgeries such as a lot of foreign object removals mostly and splenectomies.
On your first day Ali will train you, but read these instructions first, then shadow Ali for the day to see where things are and what she does with you listening, so it’s a good idea to keep your own notes too.
Here, you have to be pretty independent, looking for what needs to be done and how you can help the technician staff and the vets. The better you all work as a team the better service and care you can provide to our furry friends. Yours is an important job. Everyone employed at the clinic has an important job. Yours as you will see is to prevent gaps in the service to customers and the care of the animals and improving efficiency.
What a runner / floater does is experience all aspects of working in a veterinary clinic: reception, technical, kennel cleaning, pharmacy, and any other job that the clinic does. If someone needs your help you should always respond to them immediately. Your job is to make everyone’s job easier and efficient. It’s important to realize that other employees do not always know when they need help, or that they do not want to bother you by asking you to do something, but learn to anticipate when someone might need your help. Take initiative. If someone is having some trouble or a hard time offer to help. Communicate openly with all the staff, receptionists, technicians and vets to find out where you are needed at any given time. Don’t be afraid to ask them if they need any help or to ask questions.
Since you work with animals remember that sick animals are often frightened, so be alert and aware of your surroundings and how they are feeling. Treat all animals with caution. Just because an owner says that their adorable Chihuahua is a “sweetheart” doesn’t mean that sweetie won’t try to badly bite you if you take their temperature, for example. And cats scratch.
Your responsibilities that I’m going to explain are knowing the phone room, helping receptionist, helping out the technicians, at end of day doing closing duties, and last, when you have time working on other things that have to be done.
If you are assigned to the phone room when someone is out to lunch or if no one is there you must answer the phone. A receptionist will teach you how to work the phone with all the lines. So when you pick up the phone, you say “This is Pat, at Sunnyvale Animal Clinic. How can I help you?” Always write notes on the paper beside the phone, the owner name, the pet name and their call back number. Mostly calls will be about wanting to make an appointment. We have Cornerstone program software on the computer to use when you make an appointment. A receptionist will show you how to work it. And you should practice a while so you don’t make any wrong mistakes.
Some people will call about boarding reservations when their pets stay in our kennels. The book should always stay in the phone room on the desk. The owners name is written in the book under the date they want in pencil so that you can change it later if they call to make other plans. You can erase it.
Sometimes they will call to ask about how a pet is doing if they are having tests or a surgery or procedure, so then you put them on hold and go out and check. You ask the techs “Does anyone know if [pet’s name] can go home yet?” Or “{pet’s name}’s owner wants to know how they are doing.” Then after you find out you can go back to the phone and tell them the answer that the technician told you.
Asking about prices on the phone. The price book is by the boarding book and lists prices for common procedures, and you can use hold when you are looking the amounts up to tell them. Asking a pet health question sometimes. Transfer the call to the tech station. Put the caller on hold first though, then transfer the caller. If no tech can talk, get their information and say that the tech will call them back shortly.
If it’s refilling medication just transfer the call to the pharmacy. Check first to see if someone is in the pharmacy.
Note. Make sure that you “roll the phones over” when the clinic closes so that no more calls come in and they only get a message. If the phone room is quiet then you can help the technicians. In the treatment area. Here you will find the techs who can almost always need a helping hand. How you can help is by
Restraining an animal. Usually 2 people are needed for this so you can be one of them. If you see a tech trying to trim animal nails or claws or trying to take a temperature with no help , offer to help hold. Special ways are needed for this for a blood draw. The tech can show you how to do this special way to hold.
And if they are taking temperatures you can hold the animal’s head if they are trying to bite. You can help the techs by weighing an animal if they need it. Giving vaccines can be done once you learn how to use needles. The vets and techs will let you draw and administer some vaccines such as Bordetella and Leptospirosis vaccines. Also Adequan shots.
Once you have worked for several months you can do pharmacy work that is filling prescriptions. The tech will print a label which will tell you how many pills to put in, and what kinds of pills to put in the bottles. You have to take that label then put it onto the bottle and put your initials on it.
Anything else the tech tells you to do. Note you shouldn’t try any task that you haven’t been trained on. Take every opportunity to learn.
At the end of the day you have to do the end of the day duties. It will depend on how busy the clinic has been, but when it slows down you can begin to clean up. It’s important to take out the trash. You can ask someone to help you carry it to the dumpster if it is heavy. Every day every trash can in the clinic must be emptied. Trash bags are under the sink in the cat room. You can dump all the small trash cans into the bag. Make sure you get each and every one of the trash cans. ICU, employee lounge, treatment rooms. Take the now full bag out to the dumpster. Lock the dumpster so that no one will rummage in it for needles or drugs.
Then you have to vacuum. The vacuum is in the maintenance closet just off the canine room. Vacuum entire clinic especially the cat room. Other things you can do when you have time, such as a lull in activity or no appointments scheduled, other tasks must be completed.
You can help with the filing after the receptionist shows you our system. Boxes of flea/tick/heartworm can be restocked in the display case in the reception area. New boxes are stored in stockroom, but only the vets can unlock the door for you. At the same time you can restock shelves of shampoo, ear cleaners, collars, ointments etc. to the display case too. Most of these you will find stored in the pharmacy area.
When you get a minute, or when it looks dirty, sweep the entrance lobby as it often has lots of animal fur, and mud and leaves. And it should always look nice and clean. The broom is stored in the maintenance closet.
In the treatment areas, there may be messes that the techs have left such as claw and nail clippings, animal hair, blood. Clean the treatment tables with Trifectant that’s in the spray bottles. Thermometers must be cleaned with alcohol swabs found in the metal tins on the treatment tables. Also fecal loops have to be rinsed and then placed in the Trifectant bath, also urine collection trays.
Clean any dirty cages in ICU, isolation room, or cat room. For each cage do this. the mat is taken out of the cage and take it to the sink area, rinse it off and spray with Trifectant, leave to dry while you finish cleaning the cage. Take any newspapers out of the cage and throw them out. Spray the whole cage down with Trifectant and it is wiped clean with paper towels. Fresh newspapers can be put back into the cage, you can find them in the maintenance closet. Go back the mat in the sink rinse it, dry it, and it goes on top of the clean newspaper in the cage.
Always make sure that all animals have lots of clean water. If animals will have surgery that day they cannot have water. This is very important. And all cats have litter boxes. The kennel people might need help cleaning the kennels or dog-walking and feeding. Ask them. Final words, if you don’t understand something or someone always make sure you ask to make sure you do things right. It’s really important to do this. It sounds like a lot but I really liked working here and the staff people too.
Does the introduction
• state the purpose of the task, and if appropriate, when and by whom it should be performed?
• describe safety measures or other concerns the reader should understand?
• list any tools, materials, and time ?
• include any notes cautions or warnings that apply to entire procedure?
Are the step-by-step instructions
• numbered?
• expressed in the imperative mood?
• simple and direct, yet written in complete sentences?
Does the conclusion include
• a quick check that the instructions have been performed correctly?
• follow-up or maintenance advice ( where appropriate) ?
• a troubleshooters guide ( if appropriate)?
are the notes, cautions, warnings and danger alerts
• placed before the steps to which they apply (or in introduction if they apply to entire procedure)?
• descriptive to help the reader understand their necessity, purpose, and urgency?
• formatted to draw the necessary attention?
Is the entire document
• clear and direct? concise and usable?
• well designed and organized with sections and headings?