A referring clinic, a concerned owner and a follow-up request need different responses. Your receptionist gathers transfer documents, checks authorization and passes requests to the relevant team, without promising admission, assigning clinical priority or inventing an update on an animal’s condition.
$59 CAD / month · 50 Standard calls · 1 local number
A primary-care veterinarian calls to announce a transfer. She takes the clinic name, the referring practitioner, the animal, the owner, the reason exactly as the referrer states it, and the list of records to send. The file is ready when the car arrives.
An owner wants to know how the night went. She checks she is speaking to the person authorised on the file, passes on only the administrative information your team approved, and puts the clinical question in the care team’s queue.
After a stay there is a bill, discharge paperwork and a recheck to schedule. She arranges what has been approved, and closes the loop back to the referrer with whatever questions remain open.
A specialty referral is not a walk-in. She coordinates the slot with the service concerned, gathers the documents requested before the visit, and confirms to the referrer that the date is set.
The on-call person acknowledges within four minutes, and the referring clinic gets the confirmation by text. When the owner arrives, the file carries the referrer’s name, the reason in their words, and the list of records received. The counter stayed with the families in front of it.
Thursday, 7:20 p.m. A neighbourhood clinic has just closed and calls the hospital to announce a transfer. Two families are already waiting at the hospital counter.
ReceptionistLandry Veterinary Hospital, good evening. Are you calling from a referring clinic? Let me take the clinic name and a number to call you back.
Referring clinicBoisé Veterinary Clinic, Dr. Nadine Carrier, 450 555-0143. We are transferring a dog, Noisette, a six-year-old Bernese mountain dog.
ReceptionistCould you give me the reason in your own words, so I can pass it on unchanged? And who is the owner, with her number?
Referring clinicI am sending my notes and the radiographs. The owner is Mrs. Bergeron, she is leaving now, about forty minutes out.
ReceptionistUnderstood. I am reaching the on-call person right away and I will confirm by text as soon as she acknowledges it. Records announced are logged: consultation notes and radiographs. I cannot confirm an admission for you — the team decides that on arrival.
What she takes on between a referring clinic announcing a transfer and an owner asking for news, then the line she does not cross. Every line is a call your front desk gets.
She identifies the location, the contact and the need before routing anything at all.
Identification comes before routing: nobody is sent to the on-call practitioner at random.
A referring clinic announcing a transfer gets the animal, the owner and the reason recorded in the referrer’s own words.
Reporting the reason exactly as given avoids a rewording that would look like a clinical assessment.
She lists the documents the referrer announces sending, so the file is ready when the car arrives.
Consultation notes and x-rays announced stay told apart from those actually received.
She reports the reason exactly in the referrer’s words, without rewording a severity she does not assess.
Priority, triage and admission stay a decision for your qualified team.
She reaches the on-call person your list designates and waits for an acknowledgement before closing the loop.
Without an acknowledgement the request stays open: it is the difference between handing off and hoping it was handed off.
An on-call person who does not answer triggers your fallback path, and the failure stays logged with the time.
Your manager is alerted while the request remains flagged unresolved.
She coordinates the specialty consult slot with the service concerned and gathers the requested documents before the visit.
A specialty referral is not treated as a walk-in arrival.
An update call about a hospitalised animal goes through verifying the authorised person on the file first.
Only the administrative information your team validated is shared.
After a discharge, she organises the paperwork and the follow-up appointment your team approved.
The follow-up loop and any open questions go back to the referrer.
With Referrals and on-call, the transfer queue becomes structured: documents collected before arrival, an owner reached, hand-over confirmed.
Sending and accepting stay two separate steps, the distinction that keeps a case from being lost between two teams. Referrals and on-call
With Multi-site and entities, a network of several facilities routes by the owner’s location and separates rights by entity.
Volume consolidates into one dashboard without mixing sites together. Multi-site and entities
She attaches the referring clinic’s emails to the file, without receiving documents counting as admission.
Clinical acceptance keeps its own workflow and its own rights.
With ezyVet, admission, the referrer and status stay objects to read once access and write rights are obtained.
Reading a status in real time is not demonstrated to date. ezyVet
With Provet, follow-up coverage still needs an authenticated trial before any promise of real-time reading.
Authorisation through the approved application is in place, but a sandbox still has to be requested. Provet
She answers from the calls and records of your hospital you are allowed to access. A question about an option only applies once you have switched it on.
The questionWhich clinic called about this referral request?
She retrieves the referring clinic and its contact details. Clinical acceptance and extended coordination retain their own workflow and rights.
Which referrals are still waiting for their hand-over acknowledgement?
Add-onWith Referrals and on-call: the structured queue and each transfer’s status. Without the add-on she reports the call without tracking its state.
Which update calls happened this week, and for which animal?
She retrieves the administrative requests passed on and the verified person. She rereads no clinical information.
Which requests come from a site other than mine?
Add-onWith Multi-site and entities: routing by location and rights separated by entity. Without the add-on every call stays on one site.
Who gets reached, in what order, and how long before moving to the next name; the fallback path when the first person does not answer; what the front desk may tell an owner and what waits for the care team; the specialty services and the records each one requires.
She identifies the place, the contact and the need, applies your routing rule, and reaches the on-call person. She does not sort calls by severity: she reports the reason as stated and leaves priority to your team.
A confirmed handover closes the loop and the referrer is told. An on-call number that does not answer triggers your fallback path, the failure is logged, and the request stays marked unresolved until a real person is reached.
A receptionist who answers in both languages, ties the call to the right animal and the right referrer, and reaches the on-call path you designated. No setup fee, and you keep your numbers, including a line kept separate from the general one.
She promises no admission and no space, and does not announce your capacity of the moment.
This is included in your base plan. She answers using the calls, requests and business information you are allowed to access.
Talk to your receptionistA question you can ask
Which clinic called about this referral request?
She retrieves the referring clinic and contact details. Clinical acceptance and extended coordination retain their workflow and permissions.
Beyond the base plan. Each one is added on purpose, separately from the base. None is switched on unless you choose it.
You can add a channel so she can continue the conversation with your customers. Any action she takes follows the same rules and the options you have chosen.
Optional customer channel
Attach the referring clinic’s emails to the request; receiving documents does not confirm admission.
The transactional messages provided by your base plan and your own questions to the receptionist remain included.
Check the actions supported, connection requirements and how to work when your software cannot perform the requested action.
Admission, referrer, status and tasks are documented objects. Account access and write rights still have to be obtained and proven; reading a live status is not demonstrated.
Authorisation through an approved application, with a sandbox to request. Admission and follow-up coverage needs qualification; no authenticated test has been run.
An emergency and referral veterinary hospital absorbs what neighbourhood clinics redirect outside their own hours. Many of them forward voicemail to a regional centre in the evening and on weekends, and several hospitals publish a line separate from their general one. The result: your counter takes the people walking in, the referring clinics, and the owners calling for news about a hospitalised animal, all at the same moment.
The two flows fight each other. A call for news is legitimate, and it occupies the same person as the arrival at the door. An incomplete referral costs more still: the file has not been sent, the referring veterinarian cannot be reached, and coordination starts over on arrival.
Your receptionist absorbs that second flow. She identifies the place, the contact and the need under your protocol, routes to the on-call person your list names, and waits for the handover to be acknowledged. She decides no clinical priority, promises no admission, and invents no waiting time: priority, triage and admission stay the work of your qualified team.
The other lines of work in this section run on the same engine, with their own requests and their own rules.
VeterinaryThe record shows the gap: records announced against records received, referrer reachable or not. Your team sees the hole before the animal arrives rather than at the counter.
Through the handover acknowledgement, logged with its time. With no acknowledgement, the request stays open. That is the difference between handing over and hoping you handed over.
Your fallback path applies — the next name on your list, or the facility you designated. The failure is logged with its time, the request is not marked resolved, and your supervisor is alerted.
She first checks she is speaking to the person authorised on the file. She then passes on what your team approved as administrative information — visiting possibilities, billing, the callback time planned — and puts the clinical question in the care team’s queue.
No. She routes by your written protocol and reports the reason as the caller states it. Priority, triage and admission are assigned by your qualified team, and the record stores that decision instead of producing one.
Yes, with the Multiple sites and entities option: the call is routed by where the owner is, each site keeps its local information and administration rights, and volume consolidates into one dashboard.
Start your free trial with your email. Your website can help prepare your business information, but it is optional. Confirm the facts, choose a first task and test your receptionist. You can try options too, starting with the ones you need.
Keep my phone numberEmergency and referral hospitals
