18 Covetrus
|
ph:
855.724.3461
|
fx:
888.329.3861
|
northamerica.covetrus.com
Provide take-home information
One client may be in the exam room and need to repeat the diagnosis and treatment to family
members at home. A client information sheet explains how the drug works, potential side effects, and
symptoms to watch.
Get client information sheets from pharmaceutical companies and the U.S. Food & Drug
Administration. The U.S. Food & Drug Administration advises giving a client information sheet every
time you dispense a drug that has a sheet available, whether it's the first or 15th refill.
3
Lab companies
also provide client brochures that advise recurring drug-monitoring tests. Handouts will help clients
identify side effects early and know when to contact your hospital.
Create scripts and history questions for consistent messages
Whether staff members have worked at your hospital for 10 days or 10 years, you want them to give
clients the right information every visit. Scripts let your team be confident communicators, using the
same buzzwords to increase client compliance. Here are my favorite word makeovers:
DON'T SAY DO SAY
Recheck Progress exam
Recommend Needs
Drop-off Day admission appointment
Estimate Treatment plan
During follow-up exams, create templates of history questions that let you track treatment results.
Zoetis offers a Cytopoint
®
certification program for licensed technicians. In the introductory training
video, Amanda Friedeck, BS, LVT, VTS (Dermatology), of Texas A&M University shares history
questions to ask pet owners during technician appointments for Cytopoint injections:
Was the response to the last Cytopoint injection as you expected?
What other treatments are you giving your dog for its skin?
Has there been any significant breakthrough of allergic itching, licking, chewing, or biting since
the last injection? (If yes, consult a veterinarian.)
Does your dog have any sores, hair loss, head shaking, or ear discharge/odor today?
(If yes, consult a veterinarian.)
