Veterinary · Free Template · ~9 steps
Veterinary New Patient Intake Procedure
A veterinary practice owner who wants every new patient to follow the same intake protocol.
Free SOP template — copy it, adapt it, or generate a custom version for your business in 5 minutes
Who it's for
Veterinary technicians, front-desk staff, practice managers.
When to run it
Every new patient (pet) visit, before they're called back to an exam room.
Before you start
- •Practice management software with new patient workflow
- •Vaccination record request form
- •Medical history questionnaire
- •A separate calm area for nervous animals
The procedure
Step-by-step, in order. Each step has the action and the reason it matters.
- 1
Greet the owner by name and the pet by name
Greet within 30 seconds. Ask the pet's name. Crouch to the pet's level if appropriate. Don't reach for the pet directly — let them approach you.
- 2
Ask about temperament before any handling
'Has she ever bitten or snapped at a vet or groomer? Anything she doesn't like — face, paws, tail?' Document the answer. Bite history goes on the front of the chart.
Why: Bite history is the single best predictor of incidents. Front-of-chart placement means every staff member sees it before handling.
- 3
Collect prior vet records
If the patient has a prior vet, collect contact info and request records. Don't proceed with vaccinations until you have prior history.
- 4
Verify vaccination status with documentation
Rabies certificate (legal requirement). DHPP/FVRCP, bordetella as applicable. Owner's word is not sufficient — need the document.
- 5
Document the chief complaint in the owner's words
'What brought you in today?' Write it verbatim. Don't translate to medical terms — that happens at the exam.
- 6
Quote the visit cost upfront
Exam fee + likely diagnostics. Get verbal acknowledgment. Additional services come up at the exam, the vet quotes those before performing.
Why: Surprise vet bills are the #1 cause of bad reviews.
- 7
Move the pet to the appropriate exam room
Nervous or reactive pets get the quiet exam room away from the lobby. Cats get a cat-only room if available. Use Fear Free principles.
- 8
Hand off to the vet tech with a complete chart
Tech takes vitals (temperature, weight, heart rate) and reviews history with the owner before the vet enters.
- 9
Schedule the next visit before checkout
Annual exam? Schedule it. Treatment follow-up? Schedule it. Don't let the owner leave without a next appointment — return rates drop 40% if you wait.
Verify when done
- ☐Bite history documented on the front of the chart
- ☐Rabies certificate on file
- ☐Cost quoted and acknowledged
- ☐Next appointment scheduled before checkout
Common mistakes
- ✕Reaching for an unknown pet without letting them approach first
- ✕Vaccinating without prior records on file
- ✕Verbal cost quote that doesn't match the invoice at checkout
- ✕Letting the owner leave without scheduling the next visit
Trainer notes
The bite history question is the most-skipped step because new staff don't want to seem alarmist. Train them to ask it every single time. The 30 seconds prevents a 6-figure bite incident.
Common questions
Who should run the veterinary new patient intake procedure?
Veterinary technicians, front-desk staff, practice managers.
When should this veterinary procedure be run?
Every new patient (pet) visit, before they're called back to an exam room.
How many steps does the veterinary new patient intake procedure have?
9 steps. The procedure starts with "Greet the owner by name and the pet by name" and ends with "Schedule the next visit before checkout". Each step in between has the action and the reason it matters.
What's the most common mistake when running this procedure?
Reaching for an unknown pet without letting them approach first. The bite history question is the most-skipped step because new staff don't want to seem alarmist. Train them to ask it every single time. The 30 seconds prevents a 6-figure bite incident.
Can I get a custom version written for my veterinary business?
Yes. TalkNDone generates a custom SOP from your voice or text description in about 5 minutes — written using your team's words, your equipment, and your specific procedure. $49 one-time, free preview before you pay, no subscription. Start at talkndone.com.
Tool comparison
Trainual is $300/month. TalkNDone is $49 per SOP, no subscription.
See the side-by-side breakdown of when each tool is the right call.
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