PAASS is a straightforward acronym to help you verify all the necessary details during check-in.
When you approach the car curbside, here’s what you do.
- Greet client with a smile and ask to roll up windows if not. They can crack the window to chat with you, so long as a dog or cat could not jump out.
- Pull up e-Lobby in HQ
- Ask client for their last name and type it into the e-Lobby search to find them
- Find their packet in the paperwork binder
- Follow the script below. You can remember the script by remembering the acronym PAASS.
Here’s an example of a curbside script.
Staff: Hi there, thanks for coming today. I’m going to get you checked in now. What’s your last name?
Client: Jackson
Staff: (Pull up in e-Lobby) Great I see you here. Does your phone number end in 1267?
Client: Yes (or if no, you can use the change phone number tool)
Staff: Great, has your animal been eating and drinking normally? Any health issues we should know about?
Client: Yes, she’s been eating normally and no there are no health issues. (If yes, add it using a team note, as long as it’s not a deal breaker)
Staff: When did your pet last eat?
Client: Last night around 6.
Staff: Ok, today we’re doing a spay/neuter, rabies vaccine, distemper vaccine and microchip. Is all that correct?
Client: Yes, but I’d like to have her nails trimmed.
Staff: No problem. (Use the Add Services tool to add a new service, or remove one if necessary. This is where you definitively input what services the pet should get.)
Staff: Great, I see you signed the consent form ahead of time. (If consents aren’t signed have the finger sign on a tablet. The client can bulk sign for all animals at one time.)
Staff: I see her there’s a caution tick for your pet. Let me give you a muzzle to slip of their snout. (Give muzzle, ask to roll up window, and put a bright sticky note on the windshield to indicate a caution dog.)
It ensures you have the required information for the patient that day:
P – Phone number
A – Animal History
A – Ate Last: When did the animal eat last?
S – Services: Confirm services that the animal is to receive that day.
S – Sign consent form
This checklist will make sure you have everything in place for the appointment! Once all data has been verified the owner holds the treatment sheet until the tech is ready to unload the animal.
