Communications Handlings for Urgent v/s Routine matters

Guidelines for when to call your manager or Dr. Annie outside of regular hours.

We are fortunate to have a dedicated, hard working ED who is willing to be contacted outside of hours if you need help.  However, I want to make sure that this is not being abused and that she is not being contacted for non-urgent matters.

I want to establish a guideline for what circumstances genuinely call for pulling her out of her personal time to handle work related matters.

Key words

Key: a thing that provides a means of gaining access to or understanding of something. 

Therefore, key words are very important in order to understand a subject.  If you don't understand the key words of a subject, you are liable to misunderstand things that people are trying to communicate to you and make mistakes or "appear stupid".  

Euthanasia:  See definition and description on website.

Valuable final products

What is a Valuable Final Product?

A Valuable Final Product (VFP) is something produced that can be exchanged.  It has value and can be exchanged.  It is something for which you can exchange the services and goods of the society.  The usual means of exchanging in this society is with money.  

HPESC’s Valuable Final Products:

Using the Draft feature on our website

When you get a Prospect with whom you have a significant conversation, you will create a “Draft” appointment in our Website system.  This will store the client’s information, pet information and in the notes, you will write any notes regarding the pet, the situation they are facing, what disease the pet has, how long he was given by his veterinarian, etc…  basically, any information that will serve as your memory as well as the next CCS who will answer the phone when the client calls back.  

Cancellations:  Cancellation Fees and Handlings of Cancellations

In the event that a client calls to cancel a visit, we usually do not charge a cancellation fee unless the doctor is already on the way (within one hour of scheduled appointment).  In this case, a minimum visit fee will be assessed plus travel fee and after hours fee (if the doctor is already outside of our immediate travel area of 30 miles) plus off hours fee if applicable.