Course Description
This course is designed to introduce the student to the administrative duties and procedures required in a veterinary setting. Topics covered will include: reception and public relations skills, appointment scheduling, telephone techniques, interpersonal skills, time and stress management, inventory control, filing and records management procedures, and veterinary medical ethics. The computer applications will provide a practical, working knowledge of word processing and veterinary software. Health and safety, including WHMIS certification and job search skills will be covered.
Course Content
- Word processing:
- Microsoft Word documents
- resumes and cover letters
- Internet:
- search engines and subject directories
- career development, resumes and job searches
- Reception, public relations and professionalism:
- team dynamics and conflict resolution
- absenteeism and its effect on the work place
- behaviour and dress codes
- Computers in the office setting:
- appointment systems and procedures
- client communication documents
- cost estimates
- Telephone techniques and procedures:
- telephone etiquette
- emergency calls
- Time and stress management:
- patient treatments and triage
- personal stress management techniques
- complaints and conflict resolution
- Interacting with clients:
- verbal and non-verbal communication
- patient admission
- consent forms
- home care instructions
- effective listening
- Canadian law pertaining to veterinary medical records:
- malpractice and malpractice prevention
- limits of responsibility
- confidentiality
- Financial records:
- processing invoices and taking payment
- petty cash
- Inventory control:
- ordering and inventory control of drugs (including controlled drugs), medical instruments and supplies
- storage and maintenance
- Health and safety:
- WHMIS and Material Safety Data Sheets
- injury prevention
- evacuation and chemical spill procedures
- personal protective equipment and procedures with regard to zoonotic diseases
Learning Activities
This course may include online quizzes, group work, role play and client interaction simulations, assignments, discussion board, case studies, student presentations, and flipped classroom.
Means of Assessment
Evaluations will be carried out in accordance with Douglas College Evaluation Policy. The instructor will present a written course outline with specific evaluation criteria at the beginning of the semester. A final minimum cumulative grade of “C” or 60% is required in order to progress in the Veterinary Technology program.
Evaluation will be based on:
Quizzes 10-40%
Assignments 20-40%
Practical evaluations 10-40%
Final examination 20-40%
Learning Outcomes
Upon completion of this course, successful students will be able to:
- Schedule appointments, create client files and produce estimates, invoices and reminders.
- Maintain an appointment scheduling system.
- Maintain confidentiality of veterinary medical records.
- Use and maintain different types of veterinary medical records including veterinary software.
- Refer animals to other veterinary facilities and other veterinarians using appropriate forms.
- Maintain an efficient, professional and friendly office environment.
- Communicate effectively in the veterinary environment using various means.
- Maintain inventory control of drugs, medical equipment and supplies.
- Apply stress management techniques to manage stress in the workplace.
- Recognize and process on-site emergencies.
- Maintain a healthy and safe working environment.
- Prepare journals, ledgers, petty cash records, bank reconciliation statements and payroll registers.
- Produce professional client communication documents.
- Explore veterinary resources and conduct a job search using the internet.
Textbook Materials
Consult the Douglas College Bookstore for the latest required textbooks and materials.