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Staff Roles and Responsibilities

  • Discuss the guidelines and toolkit at a doctor’s meeting.
  • Write your practice’s protocol.
  • Decide responsibilities for completing specific tasks and assign to doctors and technicians.


  • 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 procedure that will be performed and the services that will be provided.
  • Show the client relevant training tools.
  • After procedures, follow up with the client to check the pet’s status.

Practice manager

  • Meet with doctors and technicians to discuss how the guidelines and the toolkit will be used.
  • Save the completed protocol and schedule periodic reviews/updates of it.
  • Maintain an adequate supply of materials required to implement the guidelines in appropriate places, such as exam rooms, the dental suite and the reception desk.
  • 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 2013 AAHA Dental Care Guidelines for Dogs and Cats.
  • Discuss how you will use the tools.
  • Clarify each team member’s role.
  • Discuss ways to educate and motivate clients to participate as your partner in their pet’s care and to accept your recommendations.
  • Follow the guidelines with your own pets.

Client service representatives

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