The veterinary technician takes the lead as the main communicator during check-in. Their responsibilities involve collecting a comprehensive medical history, documenting vital signs (such as weight and temperature), and discussing the purpose of the visit. These interactions ensure that clients feel heard and engaged in their pet’s care.
Technicians prepare the exam room, assist and carry out procedures, and ensure the client understands what to expect during the appointment. They also provide updates throughout to keep the client informed and comfortable. These interactions allow technicians and assistants to build a stronger relationship with the client, develop trust, and enhance their professional satisfaction by meaningfully contributing to the patient’s care.
Some practices boost efficiency by having the veterinary technician and veterinarian work together on this step, allowing for better use of time (the client narrates the story once). When the technician and doctor collaborate on communication and patient care, minutes can be saved in the exam room process while ensuring the client has a fantastic experience.
After the technician’s initial assessment, the veterinarian conducts a thorough examination of the patient, discusses findings with the client, explains possible diagnoses, and outlines recommended procedures or treatments. They may also address preliminary client questions and provide an overview of the pet's condition and care options as the veterinary technician formulates a treatment plan in the exam room. The veterinarian and technician then exit the exam room, allowing the DVM to proceed to the next one while the veterinary technician retrieves the printed treatment plan. The technician re-enters the exam room and presents the treatment plan to the client with explanation, education, and compassion. This approach keeps the veterinarian out of financial discussions and allows the veterinary technician to foster a stronger bond with the client as decisions are made regarding the patient's care.
There are instances when a treatment plan needs to be prioritized based on financial circumstances, and the veterinary team must accept the ability to offer a spectrum of care. When veterinary technicians and veterinarians embrace this, the best decision can be made for the patient with the client’s experience in mind.
Once a treatment plan is established, the technician-veterinarian team overseeing the exam room can determine the necessary tests, treatments, or follow-up care. The veterinarian’s ability to collaborate and depend on the team fosters a cohesive work environment where everyone feels valued. Additionally, when the veterinarian’s time is used efficiently and supported by capable team members, the practice can treat more patients while maintaining high-quality care, promoting growth and efficiency.
The technician then completes the ordered procedures — collecting lab samples, administering medications, or assisting with advanced diagnostics — while also ensuring the client remains informed throughout the process. Once the procedures are complete, the doctor and technician return to the room to review the findings and treatment options with the client. The technician then gathers medications and client education documents and develops aftercare instructions that are reviewed with the client. Once the client’s questions and concerns have been addressed, the veterinary technician escorts the client to the reception desk and hands them over to a dedicated receptionist.
Some practices increase efficiency by scheduling the client’s next appointment and checking out the client in the room.
