and forefinger. The mouse is now securely restrained for examination or for administration of any medication.
Rats tend not to bite unless roughly handled. The easiest way to pick up a tame rat is around the middle with one hand just behind the front legs, putting the other hand underneath to support the rat’s weight. If you have an unfriendly or aggressive rat then the safest way to handle it is in much the same way as the mouse. Grasp it by the base of the tail, lift it on to a nonslip table, and then scruff it by the back of the neck with your thumb and forefinger. It is extremely important to remember that you should never grasp any mouse or rat by the end of the tail. This causes the skin to slough off, leading to severe damage and possible amputation of the tail.
Hamsters
Most hamsters are nocturnal and do not like to be woken up and handled during the day, especially by a stranger. For minor examinations or to move a friendly hamster, simply cup your hands around the animal and lift it up. For a more detailed examination or for an aggressive hamster, firmly scruff it at the back of the neck, ensuring that you grasp a lot of scruff between your thumb and forefinger. If you do not take enough scruff, the hamster may still be able to turn around and bite. Make sure the scruff is pulled cranially to avoid pulling it too tight around the eyes as hamsters are prone to prolapse if roughly handled. If you have an extremely aggressive hamster that you just cannot get a hold of then scoop it up into a clear plastic box, which will enable you to see if there is anything obviously wrong.
Gerbils
Gerbils are fairly docile animals and if socialized they are easy to handle. Typically, they only bite if frightened or stressed by rough handling. Gerbils move fast and are very good jumpers. To transport gerbils from one place to another, cup them in both hands underneath their bodies and gently lift them up. If a detailed examination is required or you have an aggressive animal, then firmly but gently grasp the scruff between your thumb and forefinger, lift the animal up, and support it underneath with your other hand and place it on a nonslip table for examination.
Never pick up a gerbil by the tail. The tail skin will slough the skin very easily, leaving only the vertebrae showing. This will never regrow and would have to be amputated.
References
1 Aspinall, V. (ed.) 2008. Handling and restraint. In: Clinical Procedures of Veterinary Nursing. Elsevier Butterworth Heinemann, Oxford, pp. 1–24.
2 Martin, D. 2017. The veterinary technician’s role in implementing Fear Free. Today’s Veterinary Nurse, July/August.
3 Sirois, M. (ed.) 2017. Physical restraint. In: Principles and Practice of Veterinary Technology, 4th edition. Elsevier Mosby, St Louis, MO, pp. 521–547.
4 Sonsthagen, T. 2020. Tasks for the Veterinary Assistant, 4th edition. Wiley Blackwell, Ames, IA.
5 Todd‐Jenkins, K., Dugan, B., Remsburg, D.W., Montgomery, C. 2018. Restraint and handling of animals. In: Clinical Textbook for Veterinary Technicians, 9th edition. Bassert, J.M. Beal, A.D., Samples, O.M. (eds). Elsevier Saunders, St Louis, MO, pp. 166–206.
www.wiley.com/go/burns/textbookvetassistant2
Please go to the companion website for assignments and a PowerPoint relating to the material in this chapter.
Chapter 5 Office Procedures and Telephone Techniques
All veterinary health‐care team members should have extensive knowledge of the workings of the hospital at which they are employed. Each employee should understand the process of making client appointments, the names of the employees at the hospital, the fee structure of the hospital, proper phone etiquette, products or brands that are recommended by the veterinarian(s), etc. This knowledge involves cross‐training amongst positions within the hospital and is imperative for veterinary assistants and receptionists as the bulk of these procedures typically fall within their responsibilities.
Communication is the key to successful implementation and understanding of office procedures. Communication is also the key to a successful veterinary hospital.
Every client and pet should be greeted when they enter the veterinary hospital. Team members should have all the medical records prepared and available for the clients with appointments for that day. As clients and pets enter, greet them with a smile and a friendly greeting. Remembering the pet’s name and greeting them upon entering the veterinary hospital makes the client feel important, remembered, and welcomed. They feel as though they are part of the health‐care team – which, in actuality, they are. This one simple step forges the long‐term relationship between client, pet, and health‐care team (Figure 5.1).
Each veterinary hospital will have guidelines for professional appearance. This is based on the premise that “you never get a second chance to make a first impression.” First impressions can be highly effective or may have devastating consequences. When meeting others for the first time, we want to establish comfort, trust, and rapport. A study from the University of Connecticut shows that first impressions turn out to be accurate 67% of the time. Clients will base their judgment of the practice and value of a veterinary hospital and its employees on the first appearance of the health‐care team and the veterinary hospital. Personal grooming and professional appearance, appropriate language, and basic common courtesy are central to making a good impression and representing the veterinary hospital for which you work. When clients meet the health‐care team for the first time, our clothing, manners, and etiquette are on display. Clients measure our self‐confidence and our ability within 60 seconds of the first interaction. Health‐care teams do not want to give the impression that team members are not self‐confident and able to carry out their responsibilities.
When considering personal grooming and professional appearance, the health‐care team must consider the safety of themselves, the patient, and their teammates and remember that each member of the veterinary hospital has the potential to have a very physically active position. Each individual must take into account everything from personal jewelry to professional clothing. Every veterinary hospital should have a standard operating procedures (SOP) manual. This will review every procedure and requirement in the hospital and will include guidelines for personal grooming and professional appearance. Hospitals vary in regard to uniforms. Some may designate scrub tops and bottoms as the uniform of choice. Others may designate colors of scrubs to certain positions in the hospital. It is recommended to wear comfortable and durable clothing that is easily washable in hot water. To decrease the risk of disease transmission, clothing should be washed daily. Every member of the health‐care team should wear a name tag which includes name, credentials, and job title (Figure 5.2). Remember patient and team member safety when choosing a name tag. Consider embroidery on the scrub top with a name or a name badge that is magnetic. Pin‐style name badges have the potential to puncture the wearer and/or patient. Insure the required information is applied to whatever type of identification the hospital and the individual approve. Open‐toed shoes should never be worn when working in a veterinary hospital. Many positions in the hospital require long days with short or nonexistent breaks, so it is important to wear comfortable and durable shoes.
