Davis Animal Hospital
Revised October 2016
We would like to take this opportunity to welcome you to the Davis Animal Hospital family. We’re glad that you’re one of us!
Our Mission Statement:
At Davis Animal Hospital we are dedicated to client education, preventative care and open and honest communication.
With this focus, we celebrate and nurture the human-animal bond in our community and ourselves.
Our goal and policy is to treat our clients as we would treat our own families and to treat our client’s pets as if they were our own.
We accept as a lifelong obligation the continual improvement of our professional knowledge and commitment to compassionate care.
We are pleased that you have chosen to work with us in helping to fulfill this mission.
Please note that this handbook is not a contract or promise of employment for any specific length of time. The employee is an at-will employee and nothing in the employee handbook alters the at-will nature of the employment relationship. The employer may terminate or modify its guidelines, procedures, or benefits at any time.
Management reserves discretion to interpret and apply the guidelines or procedures. The handbook supersedes all previously issued guidelines or procedures.
Should you have any questions as to the interpretation of any information in this handbook or any other employment matters, please contact April Ball.
Davis Animal Hospital was first opened in March of 2012 with the tremendous help and support of family and friends. We hope to make some great history to fill these pages!
About our Doctors:
Dr. Michelle Burton “Dr. Missy” is an associate veterinarian here at Davis Animal Hospital. She is a 1993 graduate of the Virginia - Maryland Regional College of Veterinary Medicine. During her final year, she did research projects in the feline and avian reproduction at the San Diego Zoo and the Front Royal branch of the National Zoo, respectively. She has a special interest in cardiology, feline geriatrics and internal medicine. Dr. Missy loves spending time with her husband Tom and their feline kids. She is a roller coaster junkie and amazing at couponing. You can always find her lending a hand and teaching others at Davis Animal Hospital.
Dr. Ron Montgomery “Dr. Monty” performs orthopedic consultations and surgeries on a referral only basis for the Pensacola and surrounding areas. He is a diplomate of the American College of Veterinary Surgeons and is currently a retired professor of orthopedic surgery at Auburn University. Dr. Montgomery and his wife Lynda are a delight to have at the hospital and a fun loving pair the whole group loves spending time with.
Dr. Michael Ruby “Dr. Michael” is an associate veterinarian at Davis Animal Hospital. He is a graduate of Auburn University - War Eagle! He enjoys spending his free time with his wife Shari (also a local veterinarian!) and exploring the gulf coast. Dr. Ruby’s laid back nature and great sense of humor makes working with him a breeze.
Dr. Ashley Virgilio “Dr. Ashley” is an associate veterinarian at Davis Animal Hospital. She was raised here in Pensacola and completed her undergraduate education at UWF, where she majored in Biology. Dr. Ashley is a 2015 graduate of the UF College of Veterinary Medicine and spent a year practicing in Connecticut prior to joining the team at Davis Animal Hospital. Her professional interests include preventative care, feline medicine, and dentistry. She believes that communication is the most important aspect of veterinary medicine and enjoys working with clients and associates to provide the best patient care possible. Dr. Ashley is currently owned by two black cats, Bear and Goober, as well as a Lhasa Apso named Oliver. In her spare time she enjoys listening to live music, playing tennis, and watching funny cat videos online.
About our Director:
April Ball has wanted to own an animal hospital since she was young girl and started college with the intent of becoming a veterinarian. Once there she started working at a veterinary hospital where she discovered that she loved the management and technician aspect even more than becoming a doctor. She spent the next several years learning all that she could about the business side of things. In March of 2012 April and her family opened Davis Animal Hospital. April spends any free time she has with her husband Nate, son JD and daughter Marilyn. You can find them on the water, at the beach or exploring the great outdoors. April loves cookies, coffee, a good workout, team activities (as you will soon find out) and has a soft spot for three-legged dogs.
EQUAL EMPLOYMENT OPPORTUNITY
It is our policy to provide equal employment opportunity to all qualified individuals without regard to race, color, religion, national origin, age, gender, disability, veteran status, or any other characteristic or status protected by applicable law. This policy applies to all personnel actions, including recruitment, hiring, discipline and discharge, training, evaluation, promotion, compensation, and benefits. If you believe you have been subjected to any type of unlawful discrimination, you should provide a written complaint to your supervisor. Your complaint should be specific and should identify the persons involved and any witnesses. The practice will promptly investigate the matter and take appropriate action to resolve the situation.
The hospital complies with applicable immigration laws. As a condition of employment, all persons hired must provide satisfactory documentation of their identity and authorization to work in the United States. The most common forms of identification are driver’s licenses and social security cards.
However, other documents can be used. If you have any questions or need more information, please contact the hospital director.
Employees are expected to treat others with respect. The hospital prohibits harassment, including harassment based on gender, race, color, religion, national origin, age, disability, or status in any group protected by federal, state, or local law. This policy applies to the workplace and to work-related activities. It also extends to harassment of non-employees, such as clients, vendors, and building services personnel.
Prohibited Conduct Harassment includes conduct or statements that denigrate or show hostility to a person because of that person’s race, color, gender, religion, national origin, age, disability, or other characteristics. Such conduct is prohibited if:
1. It has the purpose or effect of creating an intimidating, hostile, or offensive work environment.
2. It unreasonably interferes with an individual’s work performance.
3. It otherwise adversely affects an individual’s condition of employment, or employment opportunities.
Harassing conduct includes, but is not limited to, epithets, slurs, threats, or hostile acts based on race, color, religion, gender, national origin, age, disability, and other characteristics. It also includes offensive cartoons, posters, calendars, notes, letters, email, remarks, jokes, and written or graphic material that denigrates or shows hostility to an individual or group.
In addition, sexual harassment is defined as unwelcome sexual advances, requests for sexual favors, and other verbal or physical conduct of a sexual nature where: Submission to such conduct is explicitly or implicitly a term or condition of employment and/or Submission to or rejection of such conduct is used as the basis for decisions affecting an individual’s employment. Sexual harassment can include, but is not limited to, inappropriate questions about a person’s sex life; repeated and unwanted requests for dates; gestures or other nonverbal behavior; and unwelcome touching, grabbing, fondling, slapping, kissing, massaging, or intentionally brushing up against another’s body. Furthermore, any harassment directed at a person because of that person’s gender is also prohibited, regardless of whether the harassment is sexual in nature.
If you believe you have been harassed, or have knowledge of other workplace harassment, you should promptly report it to April, the HR director. If you are not comfortable reporting the matter to the HR director, you should report it to your immediate supervisor. Inappropriate conduct should be reported before it begins to interfere with an employee’s work environment or job performance.
The hospital will investigate all complaints of harassment. The extent of the investigation will depend on the circumstances and the nature of the allegation, but will usually involve interviewing the complaining party, the offending party, and any witnesses. Investigations will be conducted as confidentially as practicable; however, information will be disclosed to the extent necessary to properly investigate the complaint. All employees are required to cooperate fully in any investigation.
The appropriate parties will be informed of the results of an investigation. If management determines that an employee violated this policy, the employee will be subject to disciplinary action, which may include immediate termination of employment.
The hospital prohibits retaliation against any employees who, in good faith, report harassment or who participate in an investigation. If you believe that you or someone else has been subjected to retaliation, promptly notify April Ball.
CATEGORIES OF EMPLOYMENT
A full-time or regular employee is one who is scheduled to work at least 35 hours per week or more, has completed the requirements of the probationary period, and is employed for an indefinite period. Regular employees are eligible for all employee benefits provided by the hospital.
Any employee, who is scheduled to work less than 35 hours per week is considered a part-time employee. Part-time employees, who have worked for 1 year, and at least 120 hours per month, may be eligible for employee benefits as determined by the hospital owners.
A temporary employee is one who is engaged in work on either a full or part-time basis, with the understanding that his or her employment will be terminated as of a specific date, or upon completion of a specific assignment. Temporary employees are not eligible for benefits of any kind.
Exempt employees are ones whose position meets specific tests established by the Fair Labor Standards Act, and are exempt from overtime pay requirements. A person who holds an executive, administrative, directorial, professional or outside position would be considered an exempt employee.
Probationary employees are employees who have not reached their 90th working day. During this time, the employer and the probationary employee will have the opportunity to evaluate each other as well as others in the practice. We will be evaluating the following traits:
1.Being on time.
2.Being honest and truthful with fellow employees and our clients.
3.Wearing the appropriate clothing.
4.Being able to perform your job responsibilities.
When you have successfully reached the 90th day of employment, you will receive the benefits and privileges of a regular employee.
As part of your employment with us, it will be necessary for you to complete many records. These records will include your employment application as well as records for purposes of meeting federal and state laws. During your employment, it is important that your personnel records be kept up-to-date. Please advise management in writing of any change in your name, address, telephone number, family status, insurance beneficiaries, or the name of the person to be notified in case of an emergency. Personnel files are confidential and full access is not given to employees. Access to personnel files is at the discretion of management. Requests to access your personnel file should be submitted in writing.
All staff will be instructed on how to clock in and out on their smartphone or the computer using “wheniwork” for individual shifts worked. All staff will be required to clock in and out on . Please record your time accurately as this is the basis of your pay. On a daily basis, record your time in and out as you arrive for work and when you end your day. The substituting or exchanging of shifts with other employees must be approved two weeks in advance by your supervisor. When there are breaks in your workday, such as personal time off, medical appointments, or lunch breaks, clock in and out of wheniwork. Smoke breaks may not be taken on the clock. Any employee who is hired to work holidays or weekends is expected to keep that schedule. It is our goal to allow everyone a half or one hour lunch break, as allowed by the work load. Your supervisor must approve overtime in advance! Clocking in and out is the responsibility of each employee. Falsification of work records and time clock records is grounds for immediate dismissal. Paychecks are deposited by direct deposit on Friday (Every other week).
This hospital will make every effort to schedule work hours that will be convenient for all employees. Your supervisor must approve all overtime. When overtime becomes necessary, we ask that all employees be flexible to work the extra hours. The hourly employees will be paid for overtime worked in excess of 40 hours per week at one and a half times their regular rate of pay. All overtime must be reported for the pay period during which it was worked.
Paychecks are biweekly. Checks are direct deposited into your checking account every other Friday. The pay week runs from Sunday to Saturday each week. At termination, all wages owed will be paid after return of uniforms and other hospital property and satisfaction of any outstanding balance on the employee's account. Payment is based on the amount earned during the pay period. If you forgot to clock in for a shift, or back from a break, you must tell your supervisor. As required by law, payroll deductions are made for federal and state withholding, state disability insurance, and social security taxes. Upon the employee’s request, and at the Hospital’s discretion, certain deductions can be made for other purposes.
The Hospital’s normal workweek for full-time employees will range from 35 to 40 hours. The Hospital Director will arrange your scheduled time of work. Temporary changes in assigned work schedules can be made only with the permission of your supervisor. Employees requesting a change in their regular schedule should submit their request in writing to the Hospital Director, one week in advance, and are responsible for arranging a substitute of equivalent skill and experience.
ADVANCEMENT OF WAGES
The advancement of wages or salaries is not a usual practice in this hospital. Exceptions may be made when there is an extreme emergency. Requests for advancement should be made at least two weeks in advance. Any advancement of wages will always be considered as a payment of wages and not as a loan to the employee. You will be required to sign an agreement confirming the amount and the reimbursement schedule. Any employee who is terminating employment with this hospital who has not repaid the full amount will have the amount deducted from the final paycheck.
General hospital staff meetings will take place on a regularly scheduled basis. Additional staff and training meetings may be called if issues at the practice warrant more meeting time with the staff. All employees are required to attend these staff meetings, or any other such training sessions that might be necessary. Advance notice of the meeting time and date will be provided.
Consideration for salary increases will take place after the 90 day probationary period, then annually thereafter in conjunction with formal employee performance evaluations. Evaluation criteria include:
1. Performance of job function
2. Duration of employment
3. Contributions of new ideas that may improve the practice
4. Relations with other staff members
5. Attitude toward an employee’s job
6. Financial status of the practice
An increase in wage can come in other forms rather than money. Examples would be a profit-sharing program, medical and/or dental insurance, bonus money, incentive programs built on the financial success of the practice, and payment for ongoing continuing education outside of the practice.
Continuing Education Professional development courses for hospital staff will be funded for registration costs, lodging, and actual transportation expenses. The program must be approved in advance of attendance by the hospital owner, and must be directly related to the specific job responsibilities of the employee. In some instances, the hospital may ask employees to attend certain programs that could improve their job performance, or that might be necessary to learn new skills. Continuing education assistance for veterinarians may be covered under a separate written agreement.
Special note: Staff members who attend continuing education programs will be responsible for presenting a workshop session to the entire staff or specialized groups at the first regular hospital staff meeting upon their return to work.
Employee Pet Care “Service” is defined as time spent on procedures such as exams. “Inventory” is defined as drugs and supplies consumed in the delivery of service. Many treatments are priced to include inventory consumed plus a professional fee in delivery of medication or performance of a procedure. Some things are marked up more than others, so using a strict 50% rule could price them well below our cost or unfairly to you. The IRS allows us to sell inventory to you at cost plus 10%. Otherwise, it is considered a salary benefit to you on which you must pay income tax, social security and Medicare withholding. When you use a credit card to pay for a purchase, the merchant accepting the card loses 3-4 % to the credit card company. Due to this merchant fee we ask that you pay your hospital bill by way of payroll deduction, cash or check.
EMPLOYEE DISCOUNT GUIDELINES
Discounts are subject to change according to changing inventory costs and service pricing. All non-probationary employees are eligible for the following discounts:
Inventory - hospital cost plus 10% (does not include tax on taxable items) prescription medications will be charged a minimum of $2.
Services - 50% off standard pricing
Idexx - Labwork that is sent to Idexx will be charged at hospital cost plus 10%. Employee must make sure to mark “employee pet” on test request form.
EMPLOYEE FAMILY DISCOUNT GUIDELINES
All members of an employee’s immediate family (mother, father, brother(s), sister(s), daughter(s), son(s) and so forth) are eligible for a:
“Davis Animal Hospital - hey my (insert appropriate family relation) works there!” discount.
Inventory - hospital cost plus 40% (does not include tax on taxable items)
Services and Labwork - 20% off standard pricing
The hospital observes the following holidays each year. New Year’s Day, Memorial Day, July 4th, Labor Day, Thanksgiving, and Christmas. The hospital is closed on each of the above days.
Full-time, regular staff will be given the above days off with pay, if the holiday occurs during the Monday through Saturday workweek. If full-time staff are scheduled to work on one of the above holidays, they will be paid at established overtime rates.
Each full-time employee will become eligible for paid time off, to be used however the employee sees fit, per year, based on the following schedule:
Length of Service Completed # of Hours/Year of PTO
90+ days to 1 years 60 hours
2 to 3 years 80 hours
4 to 6 years 100 hours
7 years or more 120 hours
Paid time off is considered by the hospital to be a valuable component of an employee’s mental health and important to optimum functioning, and should therefore be taken during the year of eligibility. Choice of time off will be based on seniority, in cases where a conflict exists. If a similar conflict of time off requests occurs in successive years, the senior employee would have to defer to the junior employee on alternating years. Personal emergencies will supersede vacation plans for all employees. Paid time off cannot be taken until it is earned.
This insurance plan, which provides for benefits and coverage in the event that an employee is injured on the job, is paid for the employee by the Hospital, in accordance with the laws of our state.
EMPLOYMENT OF MINORS
This hospital requires that all employees be at least 18 years of age. You will be asked to show proof of your birth date.
All employees should be aware that they are reflections of both the veterinary profession, and certainly of the Davis Animal Hospital. Staff members should regard all work assigned to them as being necessary and therefore important to the hospital and its patients. All assignments should be carried out in a courteous and professional manner.
Care of Equipment Working equipment and supplies are expensive and sometime difficult to obtain. Please handle all equipment, supplies, and other Hospital materials with care and consideration. If a piece of equipment is not working properly, report it to your supervisor.
Confidential Information When a client enters the hospital, all personnel assume a legal obligation to hold in strictest confidence all information pertaining to the client’s personal and patient life. Do not discuss any personal client or patient information with anyone, in or out of the hospital.
The work, fees, or characteristics of other veterinarians should not be commented upon, criticized, or discussed with clients, or any other individuals. If you have an issue with a veterinarian or fellow employee it should be discussed in private with your supervisor.
Disciplinary Procedures All hospital supervisors will follow a uniform policy of progressive employee discipline. The major elements of this policy include: 1.Constructive efforts by hospital mangers toward helping employees achieve fully satisfactory standards of conduct and job performances. 2.Correction of employee shortcomings or negative behavior only to the extent required. 3.Sufficient notice to employees that they will be discharged due to continued or gross violation of employee standards of conduct or unsatisfactory job performance for which the employee is at fault. 4.Written documentation of disciplinary warning given and corrective measures taken.
The following system will be used to insure the highest standards of job performance for all employees:
Upon the first offense, a verbal warning will be issued for infractions of rules, policies, and misbehavior on the job. Depending on the nature of the offense immediate termination may apply.
For the second offense, a written warning will be prepared and the matter will be discussed with the employee. The staff member will be asked to sign the warning and it will be placed in their personnel file. Depending on the nature of the offense immediate termination may apply.
Subsequent offenses will bring about:
Probationary status: The probationary period will typically last 60 days, during which all hospital benefits and bonuses will be suspended. The employee may be terminated at any time during said probationary period.
Suspension: Should events compel the owner or a supervisor to take immediate action when discharge appears appropriate, the supervisor will immediately suspend the staff member for a specified period, pending a complete review. The employee will be asked to leave the practice immediately. The suspension will last up to 3 working days, at which time the employee will be either reinstated or discharged permanently. The suspension will be without pay.
Discharge: For major infractions or failure to respond appropriately to prior disciplinary actions, immediate discharge may be required. Upon discharge, the employee must return all hospital property such as uniforms, and pay any outstanding balance on their hospital account. After these issues have been satisfied, the employee will then receive any outstanding pay due them.
Consistent with our employee relations policy, all policies and procedures will be applied and enforced in a fair, consistent and uniform manner. The aims of all hospital rules are (1) to guarantee each employee a proper, safe and healthy atmosphere in which to carry out his/her other duties, and (2) to insure that the best possible care is delivered to our patients and our clients.
If an employee is repeatedly issued verbal and/or written warnings for substandard performance, the hospital administration will discuss the matter to see if it is correctable. In all such cases the hospital administration will maintain a helpful, positive, and non-condemning attitude toward the employee.
Each employee of the hospital is encouraged to: Resolve interpersonal conflicts in a positive and constructive manner by: First discussing the conflict with the person(s) involved Second, discuss remaining unresolved issues with the immediate supervisor Third, seek mediation from the hospital owner if the matter cannot otherwise be resolved. Discuss work-related complaints or problems with their supervisor. Appeal an unfavorable decision to the owner.
An employee may seek an answer to any complaint that they might have regarding a hospital policy or procedure by following these steps: The employee should first bring the complaint to his or her immediate supervisor, unless the complaint concerns that supervisor. If the complaint involves the immediate supervisor, the employee should then go directly to the hospital owner. If the employee is not satisfied with the supervisor’s decision, then it can be appealed directly to the hospital owner.
The Hospital expects all employees to behave with fairness, honesty and high ethical standards. Removing any Hospital property from the premises is not acceptable behavior. It is expected that all employees will be aware of this and will monitor themselves and others accordingly. Honesty in all of your actions and verbal communications is essential, and will play an important role in your success as a staff member of this practice.
TERMINATION AND STAFF REDUCTIONS
The hospital will strive to provide continuous employment for all its employees. There will be natural seasonal fluctuations in the number of staff required throughout the year. Increased staffing will occur during busy periods, as well as decreased staffing during slower periods. We will attempt to prevent undesirable staff reductions through careful planning and effective promotional programs. During periods where full staffing is not required, employees may be asked on a rotational basis to take time off without pay. Cooperation during these temporary periods will help assure stable long-term employment for the entire hospital team.
General Policy: It is the policy of the practice to process terminating staff according to the following standard procedures: Deliver consistent equitable treatment of all terminating employees. Conduct exit interviews to receive suggestions for improving working conditions. Reclaim any hospital property and satisfy any outstanding account balance. Arrange for distribution of any final paychecks.
Definitions: Resigned: Voluntary termination initiated by the employee for such reasons as other employment, returning to school, leaving the area, staying at home, or dissatisfaction with pay or working conditions.
With Notice: Notification of intent to resign is given at least two weeks prior to desired termination date.
Insufficient Notice: Notification of intent to resign is given without providing the desired two weeks notice, employee is absent without notice for three consecutive scheduled work days.
Released: Involuntary termination initiated by the hospital due to the inability of the employee to perform satisfactorily the duties of his/her position, or due to insufficient work.
All Hospital staff should be prepared to dress in a manner that is acceptable for meeting the public in a professional medical setting.
All employees are required to wear supplied uniforms. Your name badge must be worn at all times. Shoes must be presentable. This means they must be clean and not excessively worn. Uniforms are to be clean, wrinkle-free and well fitted. New uniforms will be supplied or reimbursed for, as reasonably needed.
Body-piercing jewelry will only be worn on the ears. No other body-piercing jewelry should be visible. Visible tattoos and unnatural hair color will be at the discretion of management and if found offensive to clients or other workers will not allowed in the workplace.
All employees are expected to arrive to work on time. Arriving late, leaving early, extended breaks, and extended lunch periods are considered unprofessional and could result in disciplinary action and possible termination. If you are going to be more than 15 minutes late, please call your supervisor with your time of arrival. Employees will not be paid for time not worked.
The Hospital’s successful operation depends upon the attendance of each of its employees. You have an important job, which fits into a pattern of service to our clients and their pets. Unnecessary and unexcused absences are undesirable because they affect not only hospital operations, but also the way in which fellow staff members are able to do their jobs.
If you are going to be late or absent due to illness it is vital that you do the following: Contact your supervisor at the Hospital or at their home at your earliest opportunity. Indicate how long you expect to be unable to work. If you supervisor is not immediately available call the Owner and notify them of your situation.
While certain allowances will be made for occurrences beyond the control of an employee, chronic or excessive violations will be cause for disciplinary action up to and including termination. Please notify your supervisor immediately if you will not be at work. A doctor’s statement will be required after the third absence. The following is a list of approved reasons for being absent: illness, doctor’s appointments, the birth or death of a family member, court appearances, or transportation difficulties. Vacations must be planned in advance.
The definitions of all absences are as follows:
Anticipated Absence: This refers to vacations, scheduled doctor’s visits, and jury duty. Please clear all anticipated absences with your supervisor so arrangements can be made to divide your job responsibilities with other employees.
Unanticipated Absence: This refers to circumstances beyond your control such as illness, car trouble, or a death in the family.
Excused Absence: This refers to an absence that has been excused by your supervisor two working days before absence or three working hours after the unanticipated absence. This office will accept collect calls in emergency situations. If for any reason your supervisor suspects abuse of the policy, you will be considered for disciplinary actions, which may result in a poor performance evaluation.
Each employee is encouraged to vote in federal, state, and local elections. In compliance with state law, Davis Animal Hospital allows employees up to 3 consecutive hours of unpaid leave during polling hours. Most employees have 3 consecutive hours during polling hours outside their normal work schedule. These employees are not eligible for additional time off for voting. If you do not have 3 consecutive hours available during polling hours outside your work schedule, please request time off from your supervisor, in writing, 5 business days in advance.
This hospital does not restrict your employment at other jobs; however, we ask that you do not conduct business for any other organization while you are at this hospital. Additionally, we may deem it a conflict of interest if you work at another veterinary hospital in our area that provides the same services or if your outside employment schedule interferes with your assigned schedule at this hospital. It is your responsibility to protect any proprietary information of this hospital and to adhere to our confidentiality policy regarding hospital information.
The Uniformed Services Employment and Reemployment Rights Act, a federal law, provides certain reemployment rights to people who serve in the military. If you are called to active duty, your right to reemployment upon your return will be governed by applicable law.
There will be no schedule changes unless approved by the supervisor or hospital director. There may be occasions when a staff member may be asked to work on a normal day off; if this occurs, the staff member will be compensated with another day off. Approval for any time off must be requested at least two weeks in advance, except in emergency situations. We will always do our best to honor time off requests, however, there may be occasions when a request for time off is denied. Your supervisor will attempt to work out vacation schedules that will work for everyone.
There may be an occasion when extreme weather conditions or power outages may close the Hospital. When the Hospital is closed due to these circumstances, employees will be excused from work. If the hospital is open and employees do not report to work because of weather conditions, the absence will be charged as a vacation day for salaried employees. Hourly employees will be paid for the actual hours worked. Please notify your supervisor immediately whenever you are going to be late, regardless of the circumstances.
IN CASE OF FIRE
The following are important steps that should be taken if there is a fire:
1.The location of fire extinguishers should be known by all employees.
2.The fire department should be called from an outside location.
3.Employees and clients are to immediately exit the building to the parking lot.
4.If there is no risk to human safety, patients should be removed from the building and put in employees’ and clients’ cars outside, or confined to the fenced area outside the kennel.
5.No one is to enter the building until danger has passed.
All hospital employees are NOT to make personal calls while on duty. Calls may be made during appropriate break times. Cell phone text messaging is subject to the same guidelines as other phone calls.
INTERNET AND PERSONAL EMAIL
Davis Animal Hospital is committed to providing the highest-quality patient care and client service. To meet our hospital goals, we rely on our staff to be dedicated and productive while at work. Therefore, hospital computers may not be used to surf the Internet or check personal email during work hours. The hospital has wireless Internet access that employees may use during meal or other break time. Failure to adhere to this policy is subject to disciplinary action.
The hospital respects the right of employees to use social networking sites (e.g., LinkedIn, MySpace, Facebook), weblogs, and personal websites as a medium of self-expression and social contact. However, if you choose to identify yourself as an employee of this hospital, some people may interpret
your comments and views as those of the hospital. Therefore, it is important that you observe the following guidelines:
1.Your personal blog should include a clear statement that the views expressed are your own and that you do not represent the hospital.
2.Your communications on social media should be respectful toward the hospital, its employees, its clients, and its competitors. Social media should not be used to harass, intimidate, criticize, or disparage coworkers, supervisors, clients, or others. You should not use vulgar, profane, or obscene language.
3.You must not disclose or disseminate confidential information, whether it is the hospital’s or a client’s information.
4.You should not make reference to clients without their permission. In the absence of their express permission, any reference to clients or their animals should be made without individually identifying information.
5.Your social networking should not be done during work time and should not interfere with your job performance.
6.You should comply with copyright law. When quoting or incorporating copyrighted material, you should use appropriate cites to the sources.
7.The hospital’s name and logo should not be used without express permission.
If you have any questions about the meaning or application of any aspect of this policy, please discuss it with management. Any employee who violates this policy will be subject to disciplinary action, up to and including discharge.
All employees will receive a paid break of 10 minutes for every four hours that is not broken by a meal period. Please schedule your breaks at a time when it will not affect our patient care. Please do not leave the premises without permission. Breaks are considered part of the normal workday, therefore, you will be paid for them.
Davis Animal Hospital must have a safe environment for clients, patients, and employees. The following are areas requiring particular attention: •Tripping Hazards - Vacuum hoses, Floor mats, Boxes •Wet floors should be marked and spills cleaned immediately •Pens, syringes, etc. that are dropped on the floor should be picked up immediately •Injury Prevention – Biting, scratching, kicking, and striking done by patients •Injury caused by employee performing a task (i.e. falling, lifting, being struck by falling objects) •Heavy objects and patients should be lifted so that back strain is minimal – anything over 50 pounds should be lifted with 2 or more persons as needed for safety. •Objects that might fall or cause injury are not to be stored more than 4 feet above the floor •Proper protective equipment such as safety glasses, gloves, masks and hearing protection must be worn by employees in all at-risk circumstances.
Employees who have experienced or have witnessed an accident in which an injury has occurred involving an employee, visitor, or patient, regardless of the seriousness, are required to report the accident to the supervisor immediately. Observations regarding the circumstances of the accident must be recorded in writing immediately and signed by the observer. Any employee who has suffered a jobrelated health injury or has been exposed to occupational health hazards is to report immediately to the hospital supervisor and fill out OSHA 300 and 301 forms. Failure to report accidents or injuries may result in the delay of processing insurance and benefit claims as well as a violation of legal requirements.
In case of a serious medical emergency, Emergency Medical Personnel are to be summoned. CPR and first aid are to be administered by trained individuals only.
DRUG AND ALCOHOL POLICY
To ensure a safe and productive work environment, the Hospital prohibits the use, purchase, sale, possession, or transfer of any alcoholic beverage or non-medically prescribed controlled drug while on hospital property or during company time. The Hospital also prohibits any employee reporting for or being at work while under the influence of alcohol or drugs. If you are using a prescribed drug, which might in any way affect job performance, report this to your supervisor immediately. Any violation of this policy will result in immediate disciplinary action, up to and including termination.
If there are facts or circumstances which would indicate that an employee is under the influence of alcohol or any drug, the hospital may require the employee to submit to drug and alcohol screening tests. A person is considered to be under the influence when the test indicates a blood alcohol level of . 05 percent or greater, or when there is any detectable level of drugs in the body. Refusal to submit to testing is grounds for termination. There will be standard drug and alcohol testing of all new employees. This testing will be repeated periodically as required to maintain a Drug-Free Workplace for safety and insurance purposes.
CONTROLLED SUBSTANCE HANDLING POLICY
All controlled substances are kept in a locked cabinet. Only the doctor on duty or an assigned technician will have permission to hold a key and gain access while on duty. The use of all controlled drugs must be recorded in the controlled substances log. Any expired drugs must be discarded appropriately under guidelines set by the DEA.
PREGNANCY AND MATERNITY DISABILITY LEAVE
Employees who are pregnant or believe they may be pregnant must tell the Office Director as soon as possible. Pregnant employees may not enter the radiology area when X-ray examinations are performed; they are not permitted exposure to anesthetic gases without the use of a scavenger system in place. They may not handle potentially toxic chemicals such as x-ray developer and fixer, harsh disinfectants, formalin, or methanol cytologic fixatives. Under no circumstances are pregnant employees allowed to handle cytotoxic chemotherapeutic drugs. Reassignment of duties will be discussed and adjustments made in accordance with Fair Labor Laws.
The date to which a pregnant employee may work, prior to delivery, must be determined by the employee’s doctor based on the employee’s type of work and physical condition. However, the Hospital reserves the right to initiate a maternity leave of absence if the employee’s work performance (attendance, quality and/or quantity of work) or health and safety are adversely affected by the pregnancy.
In accordance with Florida state law a maternity disability leave shall be granted on the following basis:
Normal pregnancy: The Hospital will grant a maximum of six (6) weeks leave from the employee’s position with a return guarantee to the same or like position formerly held and at the previous pay level. The hospital will pay 100 hours of maternity leave at established hourly rate at the time maternity leave is taken.
Problem pregnancy or delivery: Upon the verification by the employee’s doctor, the hospital will grant a maximum of sixteen (16) weeks leave from the employee’s position, with a return guarantee to the same or like position formerly held and at the previous pay level. The hospital will pay 100 hours of maternity leave at established hourly rate at the time maternity leave is taken.
The pregnant employee must notify the Hospital owners of her intent to return to work. This notification must be received two weeks prior to the last day of the leave of absence. Failure to make this notification shall be deemed to mean that the employee has resigned her position effective immediately upon the expiration of her leave.
The intent of this policy is to give the new mother enough time to determine if she will be able to return to work, and the Hospital sufficient notification to plan for its staffing needs.
Paternity leave is given to a new father during the 10 weeks before, during, or up to 3 months after the birth of a child. The hospital will pay 100 hours of paternity leave at established hourly rate at the time paternity leave is taken. Please submit to your supervisor a letter from the doctor stating the approximate due date of the baby. All staff members who have been with this hospital for over 1 year are eligible for parental leave. Paternity leave is limited to 4 weeks, except in extenuating circumstances.
The medical library is available for use by all employees. Please keep all library materials on the premises. Any employee who would like to check out materials must have the permission of the Hospital director. When returning materials, please put them in their proper place.
The parking spaces in front of the hospital are reserved for our clients. The staff should park in the rear employee parking area.
Because the safety and health of our clients, pets, and employees is a priority, smoking is not allowed inside the building or when handling patients outdoors. This rule will be strictly enforced, because flammable materials are stored in this hospital at all times. All smoking breaks are to be off the clock.
SOLICITATION AND EMPLOYEE GIFTS
Employees will not solicit for any purpose on hospital property except when authorized by your supervisor. If approved, we ask that the solicitation take place during lunch hours, coffee breaks, and nonworking times. Any charitable efforts or fund-raising solicitations are to be handled by the hospital management. Our policy is to protect our employees from solicitors and peddlers.
STANDARDS OF CONDUCT
The following is a list of offenses that will not be tolerated by this hospital. Any violation may be grounds for immediate dismissal.
•Any unauthorized removal of property, stealing, or the failure to report a theft.
•Any unauthorized used of drugs, medications, medical instruments or equipment.
•Any administration of veterinary drugs to humans, including self.
•Falsifying records for self or another employee, including medical records, time clock, or job application forms.
•Sexual harassment, indecent exposure, or immoral conduct.
•The possession of firearms without a CWP and illegal weapons.
•The possession of alcoholic beverages or the possession of non prescribed controlled substances as well as being under the influence of the above is strictly forbidden while at work.
•Leaving your job responsibilities without the approval of your supervisor, neglecting your job, or causing the slow-down and delay of coworkers.
•Refusal to follow orders, either from the Hospital owner or your immediate supervisor, or failure to follow safety regulations.
•Gambling or soliciting on the premises.
•Using threatening, profane, or abusive language or provoking fights, (physical or verbal) which could lead to or cause bodily harm to clients or other staff members.
•The arrest and conviction of any individual that results in a prison sentence.
•Chronic lateness without notifying your supervisor.
•When absent for more than three days, refusing to provide your supervisor with a doctor’s release will be grounds for dismissal.
•Reckless driving or speeding with hospital owned vehicles or on hospital grounds.
•Revealing confidential information to unauthorized individuals about our clients, patients, staff members, or doctors.
•Tampering with locked cabinets, desks, closets or cash boxes or computers to which you are not entitled access in the performance of your job duties.
•Inhumane or cruel treatment of animals.
•Discrimination in any form, on the basis of age, gender, race or disability.
•Performing malicious or careless acts that jeopardize the success and integrity of this Hospital.
•Speaking in a malicious or careless manner that reflects negatively on the Hospital, staff, and the business and medical reputation of the hospital and its employees.
As an employee of Davis Animal Hospital, professional conduct with clients is absolutely essential. Professional conduct is encouraged to promote a pleasant work environment, to provide quality patient care, and to attract and retain quality employees and clients. All employees, regardless of job description, must adhere to a code of professional conduct. Fellow employees and clients are to be treated with respect and courtesy. Personal matters should not interfere with the functions of the Hospital. Family and private issues are to be handled during break times, unless there is an emergency. When clients observe that employees are professional and treat each other with respect, they are reassured that their pets will receive conscientious care. Patients, and their remains, should be treated with respect and gentleness.
Do not complain about other employees in the presence of a client. In the event of a conflict with a client, remain calm, escort them into an exam room, and speak to them privately, quietly and respectfully. If they are non-responsive or belligerent, notify April Ball or a head staff member. If a client becomes threatening, discontinue the conversation and call 911 for police assistance immediately.
GENERAL HOSPITAL POLICIES
After Hours Use and Entry: Prior approval by the Hospital owner is necessary before any staff member uses any of the facilities of the Hospital for personal reasons. Employees may be allowed the use of laundry or animal bathing facilities with prior approval.
Hospital Monday - Saturday 7:30 a.m. – 6:00 p.m. (Wednesday and Friday we close at 7) Sunday CLOSED
Hotel 7 days a week 6:00am – 10:00pm
The cash drawer is to be counted at the end of every day, leaving $200.00 cash in it. The deposit is placed in an envelope and given to the owner. The receptionist staff is responsible for keeping track of the change. Notify the Hospital Director if we become low on change. If there are any cash shortages, the receptionist(s) on duty will split the cost in covering them. The cash drawer should always be kept closed.
CLEANLINESS OF THE HOSPITAL
The cleanliness of the Hospital is tremendously important in projecting a positive image to our clients. If there are needs that you cannot routinely address within the scope of your own cleaning responsibilities, please bring them to the attention of the Hospital owners.
Completeness and legibility of medical records are critical to the function of our practice. Lost records are an inconvenience, an embarrassment and a legal liability. Records are never to leave the Hospital! Neo and kennel booker electronic records are not be opened in public settings that may compromise a client's personal information. Telephone conversations, laboratory values, and treatments must be recorded in the pets’ medical record as soon as possible to ensure accuracy. Every conversation with the owner should be recorded and time stamped in the record, so that the next person is aware of exactly what has transpired in the handling of a case.
COPYING OF MEDICAL RECORDS
Medical records are the legal property of the hospital and we are required by law to retain the originals. Clients are entitled to information contained within. A printed Neo summary of services rendered will be provided. Patients being sent for referral will be accompanied by all relevant progress notes, lab reports, and radiographs, as well as a case summary.
PAYMENT AT TIME OF SERVICE
Except in rare cases and for established clients the practice operates on a “Payment at Time of Service” basis. It is the responsibility of the staff to communicate this policy to our clients. This should be done when making appointments over the phone, as well as when clients check in with reception. You should always confirm a client’s payment intention prior to entering the exam room for care. It is much easier to inform clients of what is expected of them in this area BEFORE their pet has been seen.
Clients requesting a payment plan are to be informed that our payment plan is called CareCredit. It requires a telephone or online application. If they do not qualify for CareCredit, we cannot assume the risk of the debt. They will be required to place a 50% deposit prior to initiating diagnostics and treatment and the balance must be paid upon case completion.
If a client does not qualify for credit, and has no other sources of financial assistance (family members, credit card, etc.), credit will not be extended as a rule. Rare exceptions may be made on a case by case basis, and with the authorization of the Hospital Director or Veterinarian in charge.
The definition of a “Good Samaritan” is a private party who brings in an injured dog or cat, and not only cares enough to do so, but accepts financial responsibility for its care.
The following options are available: Good Samaritans accept all financial responsibility for whatever medical care they choose. Pet can be taken home with the Good Samaritan, and taken to the pound the next day. They still have to pay the office call and emergency fees. In no case should medications or other products be dispensed without payment unless authorized by the hospital director.
It is important to remember that this entire policy is often very difficult for the average Good Samaritan to understand, but the Hospital cannot accept the financial responsibility for every stray animal that is brought to us. The client should be made aware that they are but one of many who ask us to waive fees.
The receiving clinician has the right to waive the emergency fee in special cases.
The phone is one of our most important tools for communicating with our clients. If used properly it can be a great tool in building our reputation and our practice!
Please answer the phone if you hear it ringing and are available to do so. CSR's please answer before the 3rd ring, other staff please answer if you hear it ring past that, if you see multiple lines lit up or if you are available to help.
How to answer if you are available to help: Thank you for calling the Davis Animal Hospital this is (first name). How can I help you?
How to answer if you need to put them on hold: Thank you for calling the Davis Animal Hospital. Is this an emergency? (wait for a response – if the answer is no proceed – if it is yes then help right away). I’m helping another client at the moment could you please hold?
How to put a call on hold when the lines are ringing:
(*note if you are handling a call on euthanasia DO NOT put the client on hold. This is often a very painful and difficult call for them to make and requires your compassion and undivided attention. If no one else is able to pick up the phone check the voicemail after you are finished with your call.)
I’m sorry to interrupt our conversation, could you please hold for just a moment? When you pick up again for that client say “Thank you so much for holding” and continue your conversation. Please do not say “sorry about that”. Thank them for their patience rather than apologizing for doing your job!
How to pick up a call that is on hold: “Thank you so much for holding, this is (name), how can I help you?” If you pick up a line that is making a chirp noise, this means that the clients have been waiting a long time on hold please answer with – “Thank you for your patience with the long wait, how can I help you?”
Phone etiquette rules Smile when you answer the phone – the caller will hear it in your voice. Even if we are hurried, do not answer the phone in that fashion. This may be the first impression a new client is getting about our hospital. Do not ask a caller to call back in a few minutes. If someone is not available take a message. When we are very busy - keep the call simple and to the point. If a caller has a complicated situation or is going to need a more in depth explanation take a number and call them back as soon as there is time. If you don’t know the answer to a question tell the caller that you are unsure but that you will find out the answer and get back to them as soon as you are able.
This is an everyday encounter on the phone. If handled well this call can easily be turned into a new client! Take your time with phone shoppers. Give them a friendly and sincere impression. Do not overwhelm them with prices. If they ask the cost of a rabies vaccination or spay - give them that price. Then tell them that an office exam is also necessary and give them that price. You can let the caller know that there are other recommendations that we may have at the time of the exam. Tell them that we will go over a thorough treatment plan with them when they are in that will detail any costs prior to performing them. If they start to complain that the cost you quoted for a service is too expensive then talk to the client about the type of service that is included in that cost. We will never charge them for anything without their knowledge and we will do our best to work within their budget.