Savannah Herring, FFCP, CPEP, (right), lead outpatient assistant at Gregory Veterinary Clinic in Tampa, Fla., vaccinates a puppy after performing a health assessment with assistance from Abigail McDonald, CVA. Herring also leads the hospital’s social media andcommunity engagement initiatives. Photo courtesy Savannah Herring Practices can see a 20 percent surge in appointments during summer months.1 Instead of feeling overwhelmed, leverage technicians’ skills to keep appointments on time while improving patient care and client education. Each state board of veterinary medicine defines which duties credentialed technicians and veterinary assistants are legally allowed to perform.2 While many states require licensed veterinarians to give rabies vaccines, credentialed technicians and veterinary assistants can administer other vaccines with direct or indirect supervision.3 Here is how to leverage your technicians to give vaccines: Have technicians introduce themselves and explain their role Say, “Hello, and . I’m , the licensed veterinary technician assisting Dr. [name]. Thanks for completing your wellness form in advance. I have reviewed it, and I will ask you follow-up questions. I will get your pet’s vital signs, and then Dr. will join us. Does have any health or behavior concerns you want to discuss with the doctor?” Two days before appointments, send confirmations with online forms based on the reason for visit, such as wellness appointment, sick patient appointment, progress exam, or surgery. When clients submit forms in advance, you save 10 minutes previously spent taking histories. Just ask follow-up questions to zero in on concerns. Share pets’ vital signs and update electronic medical records (EMR). Clients will want to know if vitals are within normal ranges and how pets’ weights compare to previous assessments. Ask about health and behavior concerns upfront to prevent the veterinarian from being blindsided at the end of the visit with, “Could you also check…?” If a client has a wellness appointment but explains his cat has been peeing outside the litterbox, inappropriate elimination becomes the chief complaint, followed by wellness services. The technician will add this concern to the EMR and brief the doctor, who may want to perform a urinalysis at the start of the visit, so results are ready during the appointment. Preview services at the beginning of exams Check the EMR for services and products due, including food and medication refills. Introducing services will create educational opportunities. Say, “[Pet name] needs an exam and vaccines for distemper/Parvo, rabies, Bordetella, leptospirosis, and Lyme. We will test for intestinal parasites and heartworm/tick diseases. [Pet name] needs refills of flea/tick and heartworm disease preventatives. I will tell you about rebates so you may save the most. What questions may I answer before we begin?” Use “needs” to communicate that services are medically necessary. Avoid saying “recommend,” which may invite clients to decline care. Explain services in the order they will be delivered, starting with the exam and ending with medication refills. If clients decline or do not understand a vaccine, educate them. Say, “Lyme disease is transmitted to humans and animals through the bite of infected ticks. Symptoms may include lameness, swollen lymph nodes, joint swelling, fatigue, and loss of appetite. Lyme disease can cause serious kidney complications.4 Two boosters are given several weeks apart the first time your dog is vaccinated, and then it is given annually. Shall we vaccinate your dog for Lyme disease, or do you want to talk with the doctor?” Use the yes-or-yes technique, asking the client to accept vaccination or learn more from the veterinarian. The technician will give the doctor a heads-up about the client’s uncertainty. The veterinarian can explain local prevalence, health consequences, and cost of treatment to persuade the pet owner to accept the vaccine. Have doctors ‘transfer the trust’ to technicians During a wellness appointment, the veterinarian performs the exam, gives the patient a rabies vaccine, explains exam findings, and answers the client’s questions. After completing the veterinary portion of the visit, the doctor explains the next steps and turns the visit over to the technician. Say, “Thanks for the opportunity to care for [pet name] today. My technician, [technician name] , will give the remaining vaccines, share the results of your dog’s heartworm-tick test, and refill your preventatives. If you have questions, [technician name] can provide answers. We take a team approach to preventive care. I value the contributions of our nursing team.” Schedule technician appointments for booster vaccines Let’s say the pet gets an exam and initial Lyme vaccine today. A booster vaccine will be due in a few weeks. At the end of the visit, the technician will forward book a technician appointment for the second booster. Where you ask matters. Having the conversation in an exam room communicates the booster is medically necessary and ensures the next vaccine is administered on time. Use the yes-or-yes technique again. Say, “[Pet name] will need a second Lyme booster in three weeks and then annual vaccination. Because your dog was examined by a doctor and received the initial vaccine today, we can schedule a technician appointment for the booster on [date]. We have a technician appointment available on [date] at [time 1] or [time 2] . Which do you prefer?” help feline patients have positive veterinary visits, the team at Gregory VeterinaryClinic in Tampa uses treats and calming techniques as a certified Cat Friendly Practice.Brianna Cortese, CVT, (right) is cross-training CSR Carolyn Carrera (left), who plans togrow her skills and education to become a credentialed technician. Photo courtesy Savannah Herring Perform ‘health assessments’ and charge fees for appropriate technician appointments To help clients understand the difference between duties performed by a veterinarian and technician, use “exam” when a doctor performs a physical exam. Use “health assessment” when a technician or assistant evaluates patient health. In human healthcare, nurses are the first point of contact for patients and perform a “health assessment” to get baseline information on the patient’s medical history and condition, including vital signs.5 Veterinarians should define which patients will need health assessments based on the reason for visit for technician appointments. A technician performs four tasks in a health assessment: Asks history questions Gets the patient’s vital signs, including temperature, pulse, respiration, and weight Updates the medical record Delivers care and/or services For example, a technician will perform a health assessment before giving booster vaccines, changing bandages, or administering fluids. A health assessment would not be medically necessary to trim nails, collect samples for lab tests, or insert a microchip. Set health assessment fees based on a percentage of the doctor’s exam fee. Let’s say an exam fee is $60. Charge half the doctor’s rate if a credentialed technician provides a health assessment; $30. Communicate the value of fees when technicians perform health assessments. Say, “Hello, [client name]. I am [name], the licensed veterinary technician who will perform a health assessment and then give your pet the Lyme vaccine. The health assessment will include asking questions about your pet’s health, getting vital signs of your pet’s weight, temperature, pulse, and respiratory rate; and updating your pet’s medical record. What questions may I answer before we get started?” Value your team When technicians feel more utilized and valued at work, veterinarians can focus on the work only they can do—diagnosing and treating patients.6 As a result, the entire practice will operate efficiently. Practices where veterinarians rarely perform tasks that credentialed technicians can and should do show an average revenue increase of 36 percent.7 Wendy S. Myers, CVJ, knows the right words will lead clients to accept your medical advice, driving patient and practice health. As founder of Communication Solutions for Veterinarians, she teaches practical skills through online courses, conferences, and onsite consulting. Myers’ experience as a partner in a specialty and emergency hospital helped her understand issues that owners and managers face. Learn how she can train your team at csvetscourses.com. References Garrison G. Summer Season for Veterinarians. Veterinary Advantage. https://vet-advantage.com/vet-advantage/summer-season-for-veterinarians/. Accessed April 24, 2025. Veterinary state board websites. American Veterinary Medical Association. https://www.avma.org/advocacy/state-and-local-advocacy/veterinary-state-board-websites. Accessed April 23, 2025. Table of State Rabies Vaccination Laws for Companion Animals. Michigan State University Collete of Law. https://www.animallaw.info/topic/table-rabies-vaccination-laws. Accessed April 22, 2025. Lyme Disease. Cornell University College of Veterinary Medicine. https://www.vet.cornell.edu/animal-health-diagnostic-center/laboratories/serology-immunology/lyme-disease. Accessed April 22, 2025. What Is a Health Assessment? University of Tulsa. https://online.utulsa.edu/blog/what-is-a-health-assessment/. Accessed April 22, 2025. How Empowering Veterinary Technicians Supports Practice Success. American Veterinary Medical Association. https://www.avma.org/resources-tools/practice-management/how-empowering-veterinary-technicians-supports-practice-success#. Accessed April 22, 2025. Lederhouse C. AAHA Releases Veterinary Technician Utilization Guidelines. American Veterinary Medical Association. https://www.avma.org/news/aaha-releases-veterinary-technician-utilization-guidelines. Accessed April 22, 2025.
