This unit is applicable to new entrants to the veterinary industry and will provide an individual with the background and ability to carry out basic veterinary reception duties working under supervision of a veterinarian in a veterinary clinic or similar practice.

In addition to legal and ethical responsibilities, all units of competency in the ACM10 Animal Care and Management Training Package have the requirement for animals to be handled gently and calmly. The individual is required to exhibit appropriate care for animals so that stress and discomfort is minimised.

ELEMENT

PERFORMANCE CRITERIA

1. Compile patient and client histories

1.1. Patients are identified according to species, breed and permanent identification features.

1.2. Existing client and patient histories are identified and retrieved from clinic records.

1.3. New client and/or patient records are established, if required.

1.4. Patient admission and discharge documentation is promptly and efficiently completed.

2. Consult the duty veterinarian

2.1. Emergency situations are recognised and reported to the duty veterinarian in accordance with clinic policies and procedures.

2.2. Patient details are provided to the duty veterinarian.

2.3. Patient is presented to the duty veterinarian.

2.4. Restraint is provided as instructed by the veterinarian and in consideration of advice from the owner.

2.5. Treatment details are obtained from the veterinarian and recorded if required.

2.6. Strict compliance with clinic policy provisions, occupational health and safety (OHS) and relevant legislative requirements is practised in the sale or dispensing of veterinary prescribed products to clients.

3. Identify information required

3.1. Appropriate interpersonal skills are used to accurately identify customer information needs.

3.2. Initial customer enquiries are handled courteously and promptly in accordance with clinic policies.

3.3. Personal and professional limitations in dealing with customer enquiries and veterinary product needs are identified and assistance is sought from the veterinarian or qualified veterinary nurse when required.

4. Maintain clinic records

4.1. Visit details are recorded and stored in accordance with clinic policies.

4.2. Veterinary chemicals and medicines dispensed by the veterinarian are recorded in accordance with clinic policies.

4.3. Office routines are completed in accordance with clinic policies.

Required skills

employ keen observation skills

follow the clinic policy manual and relevant OHS requirements

literacy skills to read, select and apply policies and procedures, including OHS and other clinic policies and procedures; follow sequenced written instructions; and record patient details accurately and legibly

oral communication skills language required to fulfil the job role as specified by the clinic, including questioning techniques, active listening, asking for clarification from the owner, consulting with the duty veterinarian and communicating core clinic regimes

numeracy skills required to estimate, calculate and record routine workplace measures

interpersonal skills to work with and relate to people from a range of social, cultural, religious and ethnic backgrounds and with a range of physical and mental abilities

problem-solving skills to use available resources and prioritise daily tasks

use, and record the use of, chemicals and medicines in accordance with relevant state or territory legislation.

Required knowledge

clinic policies and procedures

core clinic regimes, such as vaccinations, flea control, worming, heartworm and animals' basic nutritional requirements

recognisable normal and abnormal vital signs

relevant legislation and regulations, including OHS, animal welfare and the sale of medications and animal treatments

specific patient admission and discharge documentation requirements

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

The evidence required to demonstrate competence in this unit must be relevant to workplace operations and satisfy all of the requirements of the performance criteria, required skills and knowledge and the range statement of this unit. Assessors should ensure that candidates can:

identify patients and compile accurate patient and client histories

recognise emergency situations and report these immediately to the duty veterinarian or clinic nurse as applicable

communicate effectively with the veterinarian and clinic clientele and follow instructions

comply strictly with clinic policies, OHS and other relevant legislative requirements

handle and restrain animals in a safe and humane manner

maintain clinic records and follow basic office routines.

The skills and knowledge required to carry out veterinary nursing reception duties must be transferable to a range of work environments and contexts and include the ability to deal with unplanned events.

Context of and specific resources for assessment

Assessment of this unit is to be practical in nature and will be most appropriately assessed in a veterinary practice or in a situation that reproduces normal work conditions.

There must be access to the relevant information, equipment and/or resources to enable one to demonstrate competence.Assessment must cover a minimum of one species from at least two of the six major animal groups (mammals, birds, reptiles, amphibians, fish and invertebrates).

Method of assessment

To ensure consistency in one's performance, competency should be demonstrated, to industry defined standards, on more than one occasion over a period of time in order to cover a variety of circumstances and cases and where possible, over a number of assessment activities.

The assessment strategy must include practical skills assessment. Suggested strategies for this unit are:

written and/or oral assessment of candidate's required knowledge

observed, documented and first-hand testimonial evidence of candidate's application of practical tasks

simulation exercises that reproduce normal work conditions

third-party evidence

workplace documentation

portfolio.

This unit may be assessed in a holistic way with other units of competency relevant to the industry sector, workplace and job role.

Guidance information for assessment

Assessment methods should reflect workplace demands (e.g. literacy and numeracy demands) and the needs of particular target groups (e.g. people with disabilities, Aboriginal and Torres Strait Islander people, women, people with a language background other than English, youth and people from low socioeconomic backgrounds).

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Patient and client histories may include:

patient details:

species, colour, breed, sex and markings

brands, tattoos and/or microchip

age, height and weight

past or current treatment (e.g. vaccination status)

animals' belongings

client details:

owner's name, address and contact details

preferred payment method and details

payment history.

Range of animal species may include:

birds

dogs, cats and horses

small animals (e.g. rabbits, rodents, ferrets and guinea pigs)

food-producing animals (e.g. cattle, pigs and sheep)

wildlife or exotic animals (e.g. amphibians, reptiles and fish).

Documentation may include:

admission form

anaesthetic forms

discharge instructions

after care sheets.

Emergency situations may include:

birthing problems

car accident

collapse

haemorrhage

poisoning

respiratory distress.

Clinic policies may include:

guidelines for the sale of medicines and animal treatments prescribed by the veterinary surgeon, differentiating between:

over-the-counter sales permitted or prohibited

responsible use of prescribed medications

compliance with relevant legislative requirements.

Animal restraints that may be used include:

collars and muzzles

rearing bits, twitch or hobbles (used on horses)

holding leads

holding cages.

Note: Chemical restraints are excluded.

OHS and legislative requirements may include:

OHS legislation and regulations:

chemical handling

hygiene control

manual handling

responsibilities of employers, employees, visitors and contractors

working with animals

federal, state or territory legislation related to:

animal welfare considerations

client privacy

companion animal legislation

environmental management

handling and dispensing of medications

local council animal and business regulations

notification of animal diseases and biohazards

owner or breeder licence regulations

Veterinary Surgeons Act and regulations

wildlife regulations.

OHS risks when working with animals may include:

animal bites, kicks, scratches and crush injuries

biological hazardous waste and sharps disposal

handling of chemicals and medicines

gas leakage

inhalation of aerosol particles

intraocular contamination

manual handling, including carrying, lifting and shifting

needle pricks and cuts from other sharps

release of infective agents (animal and human)

slippery or uneven work surfaces

zoonoses.

Interpersonal skills may require:

having regard for personal space considerations

listening and responding appropriately to what customers are communicating

providing an opportunity for customers to confirm their requests

questioning and seeking feedback from customers to confirm understanding of needs

summarising and paraphrasing to check understanding of customers' messages

using appropriate vocal tone and body language.

Customer information needs may include:

range of products and services available

specific needs of customers

specialised or technical assistance needs.

Personal and professional limitations may include:

clinic policies and procedures relating to the type of information and advice that can be provided by staff

lack of knowledge in regard to:

clinic policies and procedures

OHS and other legal considerations

specific products and product applications

lack of skills in:

handling difficult customers

accessing and providing information.

Clinic records may include:

electronic or manual systems:

patient histories

anaesthetic consent forms and treatment records

clinic activities and individual animal care

accounts

invoice, statement and payment records

restricted medication stocktake and use records

other product stocktake records

environmental control practices

material safety data sheets (MSDS)

safe work method statements (SWMS).

Office routines may include:

balancing cash register and credit card transactions

communication by telephone and email

completing animal discharge documents

dispatching pre-packed specimens

making appointments

photocopying

processing credit cards and conducting electronic banking

sending and receiving faxes

unpacking orders

word processing.

Unit sector

Veterinary nursing

This unit contains employability skills.