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).