The Magic of Mayhem
Admin Team
Keeley give us an extraordinary insight into a day in the life of a veterinary receptionist. From 8am to 6pm it's go, go, go and she takes it all in her stride. Boisterous cockatoo's to vomiting puppies you name it they see it.
The Magic of Mayhem
By Keeley Adams
Your usual shift as a veterinary receptionist is about to begin. Glancing at your schedule for the day, it will undeniably look remarkably different by 6pm. You inspect the clock and view the hand about to tick over to 8am – it’s almost time for the phone lines to open.
You square your shoulders and bravely meet the eyes of the other receptionist across from you as you prepare like soldiers would for war; it’s go time. Your headset starts ringing and you have seven callers on the line in the span of a few seconds. The schedule looks full already but you don’t give up, searching to see where you can possibly fit them all in. Moving around the colour-coded appointments like a real-life game of Tetris, you fist-pump when you accomplish what seemed impossible 10 minutes ago. This continues for a few hours; an endless cycle of being seemingly full for the day but not able to turn away callers with sick pets who you know from experience may be urgent cases.
Some of the calls are decidedly less urgent. You spend 6 minutes on the phone with a client who assures you that their dog has been getting ‘oxtun’ for years and they need to order some more. You rack your brain trying to work out what ‘oxtun’ could be, presuming it to be some sort of drug, before realising that the elderly caller is actually trying to order “ox tongue” for her dog… You provide her the correct number for the local butcher.
Meanwhile, you can see your other receptionist carrying her fifth boxful of injured wildlife out the back for a vet or nurse to assess; by the way the box is bouncing about in her arms and making an awful screeching sound, you presume it to be a boisterous cockatoo. Good luck with that one, guys!
By the time the clock reaches 11am, you scurry into the break room to boil the jug for your second (or third) cup of coffee before retrieving the multiple vials of blood for the external pathology courier whom you all lovingly refer to as “The Blood Man.” You don’t let the sight of the four different types of bodily fluids you see being tested in the lab deter you from that coffee you were making. And yes, that’s right, I said four bodily fluid types… use your imagination!
Back at your desk, the cutest puppy imaginable is in for its first vaccination and hobbles behind the reception desk to say hello. And while many would assume that veterinary receptionists only cuddle puppies all day, the reality is that they also have to be constantly prepared as the first to assess and respond to any emergency calls.
Both phones ring at 1pm, and with your receptionist’s equivalent of the “spidey-sense”, predict that these will be the “big calls” for the day. As suspected, one caller describes how their puppy has eaten a whole box of rich, Belgian chocolates while they were at work and the second client requires urgent help for a calving at a rural property. You get to work quickly, asking the dog owner to bring their pet into the vet hospital immediately and confirm the address and contact details of the client for the calving which a vet will have to go out to as soon as possible.
You race out the back to let the vets and nurses know while your other receptionist works at rescheduling some of the non-urgent appointments to slightly later in the day. One vet is out the door with his nurse as quickly as he can to the calving, while the others prepare for the urgent case coming through the door.
A short time later, you watch as the cheeky chocolate-eating puppy is out the back, vomiting to expel the toxins they ingested into a bucket (and no-doubt reminding some staff of distinct instances from their youths which they’d rather not remember).
The rest of the day flies by with countless vaccinations, consults and hospital patients, and before you know it, the vet who was sent out to the emergency calving exhaustedly returns, their overalls covered in substances one would rather not think about (or smell) for too long. You dread to think about what their assigned work car must look like inside!
Eventually, the clock ticks over to 6pm and the phone lines finally close, allowing any other emergencies to be handled by the appointed after hours vet. The receptionists heave a sigh of relief, finally getting a break from the non-stop sound of the phone ringing and everyone prepares to go home.
One thing I have learnt about being a veterinary receptionist is that it certainly consists of more than just booking appointments; it is about managing the “magic of mayhem” that exists in our workplace in which everything can change in the blink of an eye… or the ringing of a phone.
But we wouldn’t have it any other way.
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Knowing what to do when your pet is injured or becomes unwell can make a stressful situation feel a little more manageable. While first aid is never a substitute for veterinary treatment, knowing the basics can help you keep your pet safe while you arrange professional care. From bleeding and injuries to seizures, heat stress and toxin ingestion, understanding what to do and what not to do can be invaluable in an emergency. At Yass Valley Veterinary , we’re here to help you understand when your pet needs immediate veterinary attention and how you can provide safe first aid while getting them to the clinic. What to Do in a Pet Emergency The first priority in any emergency is to stay calm and assess the situation. If it is safe to do so: Move slowly and calmly. Keep the environment quiet. Minimise handling. Use a towel or blanket as a barrier if you need to protect yourself. Keep your hands away from your pet’s mouth. Transport your pet to a veterinary clinic as soon as it is safe to do so. Remember: if you’re unsure, treat the situation as an emergency and contact your vet. Check Your Pet’s ABCs In a serious emergency, start by checking your pet’s: Airway: Can air get in? Breathing: Is air moving? Circulation: Is blood flowing? If your pet is having difficulty breathing, has collapsed, is unresponsive, or has pale, white or blue gums, they need immediate veterinary attention. What to Do for Common Pet Emergencies Different emergencies require different first aid responses. Here are some serious situations to be aware of. Wounds and Bleeding If your pet is bleeding: Stay calm. Gently clean the wound with water or saline if appropriate. Apply firm, constant pressure using a clean towel, pad or bandage. Secure the dressing if possible. Seek veterinary treatment. Avoid repeatedly removing the bandage to check the wound, as this can disturb the clot and cause bleeding to start again. If bleeding is severe or uncontrollable, seek emergency veterinary care immediately. Hit by a Car or Other Trauma A pet involved in a road accident or other significant trauma should be assessed by a veterinarian, even if they appear to be okay. First, make sure the scene is safe. Check their ABCs and, if there is bleeding, apply firm, constant pressure. If you need to move your pet, use a blanket or flat surface to support their whole body. Keep their body as straight as possible and support the spine. Do not twist or bend their body, and don’t assume they are okay simply because they appear calm or are able to walk. Transport them to a veterinary clinic immediately. Seizures If your pet has a seizure: Move nearby objects away to help prevent injury. Keep the environment quiet. Time the seizure if you can. Keep your hands away from their mouth. Do not try to restrain them. Once the seizure has stopped, keep your pet calm and arrange veterinary assessment. An active seizure is considered an emergency and requires immediate veterinary attention. Heat Stress and Heatstroke Heat stress can become life-threatening quickly, particularly in hot weather. If your pet is showing signs of heat stress: Move them into shade or indoors. Turn on fans or air conditioning. Get them off hot surfaces such as bitumen or sand. Wet their body with cool water. Keep them calm and limit stimulation. Transport them to a veterinarian. Never leave a pet in a hot car, even for a short period, and don’t wait to see whether they improve before seeking veterinary care. Suspected Toxin Ingestion If you think your pet has eaten or been exposed to something potentially toxic, act quickly. If it is safe: Remove any remaining toxin from their mouth. Identify what they have been exposed to. Bring the packaging or take a photo of the product if possible. Estimate how much they may have consumed (even an approximate amount can be useful). Wear gloves if necessary. Transport your pet to a veterinary clinic immediately. Do not make your pet vomit at home unless specifically instructed to do so by a veterinary professional, and don’t wait for symptoms to appear. When Should I Take My Pet to the Vet? Knowing how urgent your pet’s condition is can be difficult. As a general rule, if you’re unsure, it’s safest to seek veterinary advice. Go to the Vet Immediately Seek emergency veterinary care if your pet has: Difficulty breathing Collapsed or is unresponsive An active seizure Pale, white or blue gums Severe or uncontrollable bleeding Been hit by a car or experienced significant trauma Rapid abdominal swelling or suspected bloat A suspected snake bite or toxin ingestion Signs of paralysis or suspected paralysis tick Extreme heat or cold exposure Seek Veterinary Treatment as Soon as Possible Your pet should also be assessed promptly for: Weakness or altered consciousness Pale gums Severe pain Toxin ingestion Difficulty or inability to urinate Severe dehydration Generalised weakness Persistent vomiting Wounds Neurological signs Even seemingly minor symptoms can sometimes indicate an underlying problem, so if you’re concerned about your pet, contact your veterinary team. How to Safely Handle an Injured or Frightened Pet An injured or frightened pet may behave differently from normal, even if they are usually friendly. Pain and fear can cause pets to bite or scratch. Approach slowly and calmly and speak softly to help reassure them. Avoid direct face-to-face contact and watch for warning signs such as growling, a stiff body or wide eyes. A towel, blanket or jacket can be used as a barrier to help protect you while handling your pet. Keep your face away from their head and avoid putting your hands near their mouth. If it is safe to do so, temporary restraint may help. For dogs, a towel or lead can be used as a makeshift muzzle, but never muzzle a dog if their breathing is compromised or they are vomiting . Cats can be gently wrapped in a towel to help minimise movement. Only move your pet when necessary, such as if they are in immediate danger. If you do need to move them, support their whole body, particularly the spine and limbs. What to Include in a Pet First Aid Kit Having a pet first aid kit at home and when travelling can help you respond quickly to minor injuries while arranging veterinary care. Consider including: Towels Two leashes Pillowcase Sanitary pad or nappy Bandage or pet first aid kit Scissors Bottle of water Plastic bags Gloves Notepad and pen Cling wrap (optional) Keep your first aid supplies somewhere easy to access so you aren’t searching for them during an emergency. Remember: First Aid Isn’t a Substitute for Veterinary Care Pet first aid is about keeping your pet safe and providing basic support while you arrange professional treatment. It shouldn’t delay a veterinary assessment when your pet is seriously injured or unwell. In an emergency, fast is good, but calm is better . Simple actions can make a difference, but getting your pet to a veterinarian as soon as it is safe to do so is the priority. FAQs: Pet First Aid 1. What should I do if my pet is injured? Stay calm, minimise handling and assess their airway, breathing and circulation. If there is bleeding, apply firm, constant pressure with a clean towel, pad or bandage. Seek veterinary treatment as soon as possible. 2. Should I make my dog vomit if they eat something toxic? No. Do not make your pet vomit at home unless specifically instructed by a veterinary professional. Identify what they have ingested, bring the packaging or a photo if possible, and seek veterinary care immediately. 3. What should I do if my pet has a seizure? Move objects away to prevent injury, keep the environment quiet and time the seizure if possible. Don’t restrain your pet or put your hands near their mouth. An active seizure requires immediate veterinary attention. 4. What are the signs of a pet emergency? Difficulty breathing, collapse, an active seizure, pale or blue gums, severe bleeding, significant trauma, rapid abdominal swelling, suspected toxin ingestion, suspected snake bite, paralysis and extreme temperatures are all reasons to seek immediate veterinary care. 5. Should I have a pet first aid kit at home? Yes. Keeping basic supplies such as towels, bandages, gloves, scissors and water readily available can help you respond to minor injuries and emergencies while arranging veterinary care. Be Prepared for a Pet Emergency You can’t always prevent an accident or illness, but being prepared can help you respond calmly when your pet needs you most. Save your veterinary clinic’s phone number, keep a pet first aid kit accessible and familiarise yourself with the signs that require immediate veterinary attention. If you’re ever unsure about your pet’s health or an injury, contact Yass Valley Veterinary for advice or seek veterinary care. 📞 Call us today to speak with our veterinary team about your pet’s health and wellbeing.
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