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7 th question

BTA1004
CASE B – Veterinary Onboarding Process
The Peterson Animal Clinic provides veterinary services to for dogs, cats, and other small animals. The
Peterson team is dedicated to creating a welcoming and comfortable environment for their visitors.
The participants in this process include the Customer as well as Peterson’s Front Desk Clerk (“Clerk”),
Technician and Veterinarian. The process instance is triggered when a new Customer brings their pet in
for their first visit.
The process proceeds as follows:
1. The Customer enters the Clinic with their pet and is greeted by the Clerk.
2. The Clerk collects the Customer’s information, including name, address, phone number and email.
3. The Clerk then collects the pet’s information, including name, breed, fur colour and eye colour.
3.1. While collecting the pet’s information, the Clerk provides information to the customer
regarding Pet Insurance, offered through an external provider.
3.2. If the customer requests Pet Insurance, the Clerk completes the application form and sends it
to the insurance provider.
4. Once the pet information has been collected, the Clerk hands a Welcome Package to the Customer,
who will review it later, and then escorts the Customer and their pet to the Assessment Room.
5. The Technician performs a Preliminary Assessment (consider using a subprocess here!).
5.1. To complete the Preliminary Assessment, the Technician must weigh the pet, inspect its skin
and nails, and inspect its teeth.
5.2. During the Preliminary Assessment, if an issue with the pet’s teeth is found, the Technician
initiates a referral to a dental specialist and continues completing the Preliminary Assessment.
5.3. During the Preliminary Assessment, if aggressive behaviour is observed in the pet, the
Preliminary Assessment is stopped, and the aggression is reported to the Veterinarian (see step
#8)
6. Following successful completion of the Preliminary Assessment, the Technician escorts the
Customer and their pet to the Exam Room.
7. The Veterinarian performs an exam and reaches a diagnosis.
7.1. If the pet is deemed healthy (no treatment required), the Veterinarian gives the pet a treat and
the Technician escorts the Customer and their pet back to the front office.
7.2. If the pet is deemed unhealthy (treatment is recommended), the customer may either decline
or accept the recommendation.
7.2.1.If the customer declines the recommended treatment, the Veterinarian gives the pet a
treat and the Technician escorts the Customer and their pet back to the front office.
7.2.2.If the customer accepts the treatment, the Veterinarian administers the treatment.
7.3. During the administration of treatment, if aggressive behaviour is observed in the pet, the
treatment is stopped, and the aggression is reported (see step #8)
8. If aggression is observed during either the Preliminary Assessment or while treatment is being
administered, the aggression is reported. In both cases, the activity is stopped immediately, and the
pet is removed from the office.
9. After treatment has been administered, the Technician escorts the Customer and their pet back to
the front office.
10. The Clerk prepares an invoice and requests payment from the customer.
11. Once payment has been received, the Clerk gives the pet a treat and the first visit is considered
complete.

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