Hospital Records and Office Management Guide

Types of Hospital Records • Animal ID records • Neckbands • Cage Cards • Medical Records • Other Hospital Records • Surgical Consent Form • Euthanasia Consent Form • Boarding Form Office Management TM

Phone Skills • Answer the phone promptly • Be cheerful and pleasant • Ask, “How can I help you?” • Don’t rush clients • Get all important information • Client name • Pet name • Phone number • Reason for visit • Determine how long the appointment will need to be Office Management TM

Effective Communication • Verbal Communication – using words to express feelings and ideas to others • Non-verbal Communication – the unspoken elements of communication • Facial expression • Posture • Spatial cues Office Management TM

Effective Listening • Concentrate on the message • Don’t interrupt • Observe body language for non-verbal cues • Be objective • Don’t judge the speaker • Listen and think before you speak • Maintain eye contact Office Management TM

The Grieving Process • Denial • Bargaining • Anger • Guilt • Acceptance Office Management TM

Hospital Records and Office Management Guide