The quality care delivered to patients at R.E.A.C.H. and A.V.S. is achieved by the teamwork of the staff members. Due to the nature of our work, wherever a staff person is at any moment, the individual must respond to the situation at hand. Depending on what each new work day brings to the hospital, one could find him/herself performing any number of tasks that might not necessarily be their assigned job duties. Whether it is assisting with CPR on a patient or telling a client “I’ll get someone to help you,” action is a key element to providing satisfactory emergency services to both patients and owners. Regardless of what may be going on, our guiding principle is to provide the highest quality medical care with the utmost compassion.
As each patient is an individual with specific needs, owners too are unique, and some may require extra attention. While staff members are assigned various roles throughout the hospital, frequently the boundaries dissolve. Often staff members perform tasks outside their assigned realm to aid in the resolution of a difficult case or to help out in an area that is exceptionally busy. Staff members in all positions answer the telephone and the caller’s questions. The assigned positions below include those tasks and responsibilities but are not limited to the ones listed.
Client Services staff members are stationed in the lobby of the hospital. This role is primarily human or owner oriented. These staff members obtain information from and deal with the animal’s owner. Client Services representatives monitor paper work, process the check-in sheet, make the patient’s chart, generate the doctor’s care plan for the patient, take payments, schedule pick up times, submit Care Credit applications, go over discharge instructions and medication directions. Client Services staff members interact with clients while they are waiting in the lobby and keep the lobby clean and organized. They convey client information such as going to eat or returned from eating to doctors and staff members treating the patient. Before discharging a patient, Client Services reviews the chart to make sure all of the charges are accurate. If the Triage/Exam staff member is with a patient, Client Services determines whether or not an incoming patient can wait to be seen by the Triage/Exam staff member. If the patient needs immediate attention, Client Services takes the patient to the treatment area. Client Services attempts to make the client’s time at the hospital as pleasant as possible.
Triage/Exam staff members monitor the lobby and exam rooms. He/She greets patients and owners when they enter the lobby, takes them into an exam room, records the patient’s vitals, and obtains information from the owner regarding the present ailment or complaint and its duration. In addition, this staff member inquires about the patient’s previous medical history and lifestyle and documents this information on a form that goes in the patient’s chart for the doctor to review. Triage/Exam notifies the doctor that a patient is in the room and identifies the complaint. After the doctor examines the patient and the Health Care Plan is created, the Triage/Exam staff member discusses the Doctor’s treatment plan and recommendations for the patient with the owner and seeks to obtain written approval. After the owner approves the health care plan, the Triage/Exam staff member takes the patient and the patient’s chart to the treatment area and places the patient in a cage. The Triage/Exam staff member identifies in writing the patient and his/her needs on a board for the Treatment staff. If the owner does not approve the Health Care Plan, Triage /Exam informs the doctor so a revised plan can be formed. Triage/Exam monitor, stocks, and cleans the exam rooms. The rooms are identified as occupied or vacant at all times. Triage/Exam frequently assists Client Services in processing paper work or helps Treatment staff members work on patients. Triage/Exam staff members deal with both patients and owners. They often communicate pet care information to owners.
Treatment staff members are stationed in the back of the hospital and responsible for carrying out the doctor’s orders for each patient. They must be sure that the proper patient gets the proper treatment.Patients are monitored before and after treatments, and any change in mental or physical status is reported to the doctor. Treatments include drawing blood and running blood tests, running fecal and urine analyses, placing IV catheters, giving injectable and oral medications, taking radiographs, placing bandages, treating wounds, monitoring patients under anesthesia, preparing patients for surgery, and assisting in surgery. Treatment staff members also clean the treatment area after each patient, stock supplies, and maintain instruments and equipment. While Treatment staff members deal primarily with patients, they often speak with owners when critical patients are euthanasized. When a patient’s health care plan includes overnight hospitalization, the Treatment staff prepares the patient to be admitted to ICU.
ICU staff members are stationed in the area designated for hospitalized patients. These staff members make the patient a bed, flow sheet documenting treatments and medications given and scheduled to be given, and enter charges for these in the computer. ICU staff members monitor patients, check their vitals, provide food and water, walk patients outside, and keep the cages clean and comfortable. They administer medications and treatments on schedule. They notify the doctor of any change in a patient and report results of blood work and other tests. They give patient updates to owners over the phone and talk to them in person when they visit their pet. ICU staff members wrap surgical packs. ICU prepares the patient and patient’s chart for discharge; they also pull up and medications and food to go with the patient.
Veterinary Assistant staff members are to support the technicians, nurses, and veterinarians in providing care for the patients in the treatment and ICU areas of the hospital. The veterinary assistant may also assist in bringing non-ambulatory patients into the hospital. Job duties will include, but are not limited to cleaning cages, cleaning hospital floors, setting up for treatments/surgeries and cleaning up afterward, restocking supplies, doing laundry, animal restraint, running some diagnostics, assisting in radiology and ultrasound, and being of general assistance to both the treatment and ICU areas under the direction of a senior employee, veterinarian, or supervisor.
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