Asking the Right Questions: How Veterinary Receptionists Help Identify Emergencies

When a client calls the veterinary clinic, their pet might be experiencing anything from mild discomfort to a life-threatening emergency. Often, clients don’t know the difference, and that’s where a skilled veterinary receptionist becomes essential.

Asking the right questions not only helps determine if the pet’s situation is urgent, but also ensures the veterinarian has the clearest picture possible before the appointment begins.

The First and Most Important Question

No matter what the concern is, diarrhea, coughing, limping, eye issues, or urinary problems, the very first question should always be:

“When did it start?/How long has this been going on?”

This single question gives you two critical insights:

• Severity: Some conditions become urgent simply because of how long they’ve persisted.

• Client perception: If the client has been “waiting it out,” they may underestimate the seriousness of the problem. It’s our job to bridge that knowledge gap.

Digging Deeper: Condition-Specific Questions

Gastrointestinal (Vomiting/Diarrhea)

• How frequent is it?

• What does it look like? (Is there blood?)

• Has the diet changed recently, or did the pet get into something?

• Are there any other symptoms, like lethargy or loss of appetite?

Limping

• Which leg is affected?

• Did it start suddenly, or gradually?

• Is there redness, swelling, or bleeding?

• Is the pet weight-bearing, or refusing to put the leg down?

• Does the pet react when you touch the area?

👉 Pro tip: Ask the client to take a video at home. Pets often mask their discomfort at the clinic due to adrenaline, and having footage from their natural environment can be invaluable.

Coughing, Eye Issues, Urinary Concerns

These categories deserve special attention because they can quickly escalate into emergencies.

• Eye issues: Always urgent. Even minor injuries can deteriorate rapidly.

• Urinary issues: Especially concerning in male cats, where a urinary blockage can be life-threatening.

• Persistent coughing: Could indicate heart disease, collapsing trachea, or pneumonia.

Emergencies That Require Immediate Triage

Receptionists must also recognize the red flags that require instant escalation:

• Trauma (hit by a car, severe wounds, profuse bleeding)

• Suspected foreign body ingestion/blockage

• Difficulty breathing

• Seizures

• Collapse or unconsciousness

In these cases, the next step is deciding: Can your clinic handle this right now, or should the pet be directed to an emergency hospital?

The Role of Communication

Another factor to consider is the client’s relationship with your clinic. If they’re a long-standing client, you may call the veterinarian directly to ask if they want to see the case immediately or refer it out. At the end of the day, it’s always the veterinarian’s decision, but your ability to ask questions, gather information, and present it clearly helps them make the best call for the pet.

✨ Final Thought:

Veterinary receptionists are not “just answering phones”, they are performing crucial triage. By asking thoughtful, specific questions, you’re not only protecting the pet’s health, but also helping the medical team prepare, prioritize, and act quickly when every second counts.