Due to an increase in recent call volume, wait times for inbound calls have been longer than usual.
Our members are very important to us as are their questions and inquiries.
We will get to your call as soon as we can; please email [email protected] at any time for additional assistance.

Staff roles


  • Discuss the guidelines and toolkit at a doctors’ meeting.
  • Using the model provided (online), write your practice’s protocol.
  • Decide responsibilities for completing specific tasks and assign to doctors and technicians.

During the wellness exam:

  • Review the appropriate life stage checklist with the client.
  • With the client, review the pet’s history.
  • With client agreement, perform indicated procedures.
  • Share educational materials with the client.
  • If test results are abnormal, follow up with the client and recommend a plan for next steps.

Practice manager

  • Meet with doctors and technicians to discuss how the guidelines and the toolkit will be used.
  • File the completed protocol and schedule periodic reviews/updates of it.
  • Maintain an adequate supply of materials required to implement the guidelines in each exam room and at the reception desk.
  • Based on the practice protocol, determine which checklist(s) will be used for each patient.
  • Ensure that checklists are completed for every client visit.
  • Give a copy of the relevant checklist(s) to each client.
  • Plan team meetings for training and motivation.
  • Track scheduling and follow up on reminders and appointments.

All practice team members

  • In a team meeting, discuss the AAHA Canine Life Stage Guidelines and toolkit.
  • Discuss how you will use the tools.
  • Clarify each team member’s roles.
  • Discuss ways to educate and motivate clients to participate as your partner in their pet’s care.
  • Follow the guidelines with your own pets.


  • With doctors, determine which tasks and procedures will be performed by technicians and which by doctors.
  • With the client, review the pet’s history.
  • With the client, review the tests, assessments and procedures that will be performed.
  • Show the client relevant training tools.
  • After procedures, follow up with the client to check the pet’s status or report normal laboratory test results.

Client service representatives

  • Answer client questions, or to let clients know who will be able to do so.
  • Give clients relevant printed information on check out.
  • Review procedures that were performed, explaining the value of wellness care.
  • Schedule the next appointment at check out.
  • Emphasize that regular care promotes the pet’s quality of life and longevity.
  • Send reminders at appropriate times using the client’s preferred method (e-mail, telephone, or mail).