Check-in and check-out procedures should include

• demonstrating professionalism and customer-service practices
• prioritizing important tasks and the client
• demonstrating writing and speaking skills
• collecting and accurately recording client information upon check-in
• providing the client with all necessary information upon check-out, including discharge instructions, prescriptions, and follow-up recommendations
• maintaining client confidentiality
• handling client inquiries about products or services using evidence-based and practice‑approved information.

Process/Skill Questions:

• What are some potential problems resulting from employee inaccuracy when checking in a client? When checking out a client?
• What is the importance of a client’s first and last impression? How can a veterinary assistant ensure the best possible first and last impressions?
• How can a veterinary assistant personalize a client’s visit? What is the importance of this?
• How can the need to multitask sometimes create challenges for providing excellent customer service?
• What is the importance of having a client sign a release form (service agreement), providing permission to give care to the animal?
• What are some possible consequences of not ensuring proper animal-owner identification upon check-in or check-out?