Veterinary clinic front-desk SOP templates

Ten plain procedures for the front desk of a veterinary clinic. Change the words in [brackets] to fit your clinic, then review each one with your doctors before you use it.

From Forge Agents LLC, Saint Paul, Minnesota. forgeagentsio.com

How to use these

  1. Read all ten procedures once. They are written as a starting point, not as rules your office must follow word for word.
  2. Replace every item in [brackets] with your own names, phone numbers, times, and systems. Search the page for the [ symbol so nothing is missed.
  3. Change any step that does not match how your office really works. A procedure nobody follows is worse than none.
  4. Ask your doctors to read and approve each one, especially the lines about who handles what and what the front desk never says.
  5. Fill in the last-reviewed line at the bottom of each page when you finish. Review them again at least once a year, and any time a rule or a system changes.
  6. Print them, keep a copy at the front desk, and use them to train new staff.

These procedures keep the front desk out of medical advice. Your doctors decide what is clinical. These templates are not veterinary advice.

Each procedure has the same parts: purpose, when it applies, numbered steps, what to say, who to escalate to, and a last-reviewed line.

Contents

  1. New client and patient setup
  2. Appointment booking and cancellation
  3. Emergencies and triage calls
  4. Boarding drop-off and pick-up
  5. Medication refill requests
  6. Records transfer
  7. Payments and estimates
  8. Euthanasia and end-of-life calls
  9. Lost or found pets
  10. What the front desk never advises on

1. New client and patient setup

Purpose

Create a complete, accurate record for the owner and each pet so the first visit and every visit after it run smoothly.

When it applies

A new owner calls, walks in, or books online for the first time.

Steps

  1. Record the owner's full name, phone, email, and address. Ask which way they prefer to be contacted.
  2. For each pet, record name, species, breed, sex, spayed or neutered, age or birth date, weight if known, and color or markings.
  3. Ask for the previous clinic and, if there is one, ask permission to request records.
  4. Ask whether the visit is a wellness check or a concern. If it is a concern, ask what the owner has noticed and write it in their words. Do not diagnose.
  5. Ask whether the pet is on any medication or has known allergies, and record the answer.
  6. Explain what to bring: vaccine records, any medications, and a stool sample if requested.
  7. Create one chart per pet and confirm the booking before the call ends.

What to say

"Welcome to [Clinic]. I would like to set up a chart for you and your pet. May I start with your name and phone number?"

"Tell me what you have noticed, and I will pass it to the team before your visit."

Escalate to

Any sign of an emergency goes to procedure 3 at once. A bite, a dangerous pet, or a question about a pet's care that needs a clinical answer goes to [Name] at [Phone].

Last reviewed: [Date]. Reviewed by: [Name].

2. Appointment booking and cancellation

Purpose

Fill the schedule well, give each patient the right amount of time, and handle changes without stress.

When it applies

An owner wants to book, change, or cancel a visit.

Steps

  1. Confirm the owner and pet. Open the chart.
  2. Ask the reason for the visit and pick the right appointment type: [wellness, sick visit, recheck, dental, surgery drop-off].
  3. For anything that sounds like a sick or injured pet, ask the triage questions in procedure 3 before you book.
  4. Offer two times. Match the length of visit to the appointment type.
  5. Do not book surgery or urgent care without a technician or doctor reviewing it first.
  6. Confirm the date, time, doctor, and what to bring. Send a reminder [2] days before.
  7. For a cancellation, thank the owner, release the slot, and offer a new time. After [2] no shows, tell [Name].

What to say

"I have Thursday at 9:30 or Friday at 2. Which would you prefer?"

"Thank you for letting us know. Would you like me to find another time now?"

Escalate to

A pet that sounds unwell, a surgery request, or a medical question goes to a technician or [Name] before the booking is final.

Last reviewed: [Date]. Reviewed by: [Name].

3. Emergencies and triage calls

Purpose

Get an urgent case to a clinician quickly. The front desk routes and never advises.

When it applies

An owner reports an injured, collapsing, bleeding, poisoned, choking, seizing, or struggling pet, or says they think it is an emergency.

Steps

  1. Stay calm and ask for the pet's name, species, and the best phone number first, in case the call drops.
  2. Ask what happened and when, in one short question. Write it down in the owner's words.
  3. Do not tell the owner what to do for the pet, what the cause might be, or whether it can wait.
  4. Hand the call to the nearest technician or doctor right away. If no one is free, say so and take a number.
  5. If the clinic cannot see the pet, give the owner the name and number of [Emergency hospital] and tell them to go now.
  6. If the owner is coming in, alert the team and prepare a room.
  7. Write the call in the chart with the time and who took it.

What to say

"I am getting a technician for you now. Please stay on the line."

"We cannot see your pet right now. Please go to [Emergency hospital] at [Phone]. I will let them know you are coming."

Escalate to

Every call in this procedure goes to a clinician. Do not wait to finish paperwork. For poisoning, give [Poison control line] if a clinician asks you to.

Last reviewed: [Date]. Reviewed by: [Name].

4. Boarding drop-off and pick-up

Purpose

Keep boarded pets safe and owners informed from arrival to departure.

When it applies

A pet is checking in or out of boarding, or an owner asks about a stay.

Steps

  1. At drop-off, check the pet's vaccines are current. Do not accept a pet that is missing required vaccines without [Name] approving.
  2. Record feeding, medication, allergies, and any behavior notes. Ask for an emergency contact who can be reached during the stay.
  3. Label the pet's belongings and note each item on the check-in sheet.
  4. Ask the owner to sign the boarding agreement and write down the planned pick-up date and time.
  5. If the pet is on medication, give the details to a technician and note the schedule.
  6. At pick-up, confirm the owner's identity, review the notes from the stay, and return all belongings.
  7. Collect payment, then update the chart.

What to say

"I will go over this sheet with you so we know exactly how to care for your pet."

"Here is how the stay went. Let me know if you have any questions for the team."

Escalate to

Any illness, injury, or missed medication during a stay goes to a technician at once. A pick-up by someone who is not on the sheet goes to [Name].

Last reviewed: [Date]. Reviewed by: [Name].

5. Medication refill requests

Purpose

Handle refill requests fast and safely without making any clinical decisions at the front desk.

When it applies

An owner asks for more of a medication, a diet, or a preventive product.

Steps

  1. Confirm the owner and pet. Open the chart.
  2. Ask which medication, the strength, and how many days are left.
  3. Check the date of the pet's last exam. If it is over [12] months ago, tell a technician before you do anything else.
  4. Write the request and send it to the doctor or technician for approval.
  5. Do not change a dose, substitute a product, or tell the owner whether it is safe to keep giving it.
  6. When it is approved, prepare it and tell the owner the pick-up time. Allow [Number] business days.
  7. Record the request, the approval, and the pick-up in the chart.

What to say

"I have your request. A technician will check with the doctor and we will call you by [Time]."

"I am not able to answer questions about dosing. I will pass your question to the doctor."

Escalate to

Any question about side effects, a change in the pet's behavior, or a pet that seems worse goes to a technician right away. Controlled substances go to [Name].

Last reviewed: [Date]. Reviewed by: [Name].

6. Records transfer

Purpose

Send and receive patient records correctly, on time, and to the right people.

When it applies

An owner or another clinic asks for records to be sent or received.

Steps

  1. Ask who is requesting and take the request in writing, signed by the owner if it is from the owner.
  2. Confirm the owner and the pet in the chart.
  3. Check that the requester is authorized. Do not send records to a person who is not the owner of record without the owner's written release.
  4. Send the request to [Name] for review. Do not decide what is included.
  5. Send the records by [approved method]. Do not send them by an unsecured method.
  6. Record the date, what was sent, and to whom.
  7. For incoming records, scan them and tell the doctor they have arrived.

What to say

"I can send those today. I just need a signed release from you."

"I will email them to the clinic once the doctor has reviewed the file. It usually takes [Number] business days."

Escalate to

A records request related to a complaint, a legal matter, or a dispute goes to [Name] at [Phone] before anything is sent.

Last reviewed: [Date]. Reviewed by: [Name].

7. Payments and estimates

Purpose

Give owners clear costs, avoid surprises, and let the doctor handle all medical and pricing decisions.

When it applies

An owner asks for a price, an estimate, a payment plan, or has a question about a bill.

Steps

  1. Confirm the owner and pet before you discuss any account detail.
  2. Give prices only from the approved fee list. For anything else, say you will get an estimate from the doctor.
  3. Do not guess at the total for a procedure, a diagnosis, or a treatment plan.
  4. Present written estimates from the doctor and explain each line in plain words. Get the owner's signature on the estimate.
  5. If the owner needs to talk about payment options, offer [approved options] and refer anything else to [Name].
  6. Do not promise a discount, a write off, or a refund. Those are decisions for [Name].
  7. Give a receipt and record the payment.

What to say

"I can give you that price from our fee list. For the full cost of treatment, the doctor will write an estimate for you."

"I will ask [Name] about options and call you back today."

Escalate to

Payment disputes, refund requests, and owners who cannot pay for needed care go to [Name] at [Phone]. Do not turn a pet away for payment without a manager and doctor decision.

Last reviewed: [Date]. Reviewed by: [Name].

8. Euthanasia and end-of-life calls

Purpose

Treat owners with care and respect at one of the hardest moments, and route every medical question to the doctor.

When it applies

An owner calls to ask about euthanasia, a pet has died, or an owner is grieving.

Steps

  1. Slow down. Use a quiet, kind voice and do not rush the call.
  2. Ask for the owner's name and the pet's name. Use the pet's name throughout.
  3. Do not tell the owner whether it is the right time, what the pet is feeling, or what the doctor will say.
  4. Offer the next available time with a doctor and ask if the owner wants a quiet room or to be at home if the clinic offers it.
  5. Explain what to expect in plain words and what choices they have for aftercare. Give the price from the fee list.
  6. Ask whether they would like paperwork or payment handled ahead of time, so the visit can be peaceful.
  7. After the visit, send a card and update the chart so reminders stop.

What to say

"I am so sorry. Take all the time you need. I will help with whatever you need today."

"I can set up a quiet time with the doctor. Would you like me to do that now?"

Escalate to

Every end-of-life call goes to a doctor or [Name] at once. A pet who is in pain or distress goes to a clinician immediately under procedure 3.

Last reviewed: [Date]. Reviewed by: [Name].

9. Lost or found pets

Purpose

Help reunite pets and owners quickly while keeping owner information private.

When it applies

Someone calls or arrives with a found pet, or an owner reports a pet missing.

Steps

  1. For a found pet, ask where and when it was found and whether it looks hurt. If it is hurt, go to procedure 3.
  2. Check for a collar, tags, and a microchip. Use the scanner and note the number.
  3. If there is a chip or tag, look it up. Contact the owner using the details on file and ask them to call [Phone] or come in.
  4. Do not give the owner's contact details to the finder, and do not give the finder's details to anyone without their permission.
  5. For a lost pet, write down the description, last seen location, and microchip number, and the owner's phone.
  6. Offer to share the report with [Local shelter], [Animal control], and local online groups.
  7. Keep a lost and found log and update it every day.

What to say

"I have a note of that. If someone brings in a pet that matches, we will call you right away."

"Thank you for bringing this pet in. I will check for a microchip and try to reach the owner."

Escalate to

A found pet that is injured, aggressive, or has no ID goes to [Name] and a technician. Do not keep a pet overnight without a doctor's approval.

Last reviewed: [Date]. Reviewed by: [Name].

10. What the front desk never advises on

Purpose

Keep owners safe and the team focused on its role. The front desk routes and never advises on medical questions.

When it applies

An owner asks what to do about their pet's health, behavior, food, medication, or treatment.

Steps

  1. Listen and write down the question in the owner's words.
  2. Do not diagnose, say whether a symptom is serious, or say whether a pet can wait.
  3. Do not suggest, confirm, or change a medication, a dose, a supplement, or a home remedy.
  4. Do not say whether a treatment is needed, safe, or worth the cost.
  5. Do not comment on another vet's advice, and do not predict how long a pet will live.
  6. Say what you can do: book a visit, take a message, or put a technician on the phone.
  7. Pass the question to a technician or doctor the same day.

What to say

"I am not able to answer that, but I can have a technician call you back. May I take the details?"

"I would like the doctor to hear this. Can I book you a visit or have someone call you?"

Escalate to

Any mention of a pet in pain, not eating, not breathing normally, vomiting, a possible poison, or an injury goes to a clinician right away under procedure 3.

Last reviewed: [Date]. Reviewed by: [Name].

Next steps

If you want to know how well your own written procedures hold up, we offer a free handbook gap report. Send us your handbook and we will show you what a front-desk assistant could and could not answer from it. Start at forgeagentsio.com/gap-report.html.

If you would rather not write these yourself, we can write your office's procedures with you, in plain language, from how your team really works. Email daldridge@forgeagentsio.com to talk it over.

These templates are free to copy and adapt for your own office. They are a starting point. They are not legal, medical, or veterinary advice.

Forge Agents LLC, Saint Paul, Minnesota. Founder: Dustin Aldridge.