Unit 1 Sample Submission : simplebooklet.com

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Key areas include: Client’s primary concern Onset and progression of clinical signs Level of consciousness or evidence of collapse Respiratory eﬀort or diﬃculty breathing Presence of wounds or suspected fractures Vomiting and/or diarrhoea (including frequency and presence of blood) Ability to urinate Abdominal distension Evidence of haemorrhage and whether it is controlled Where possible, information should be gathered in a way that reduces the need for subjective interpretation by the owner (e.g. frequency of vomiting rather than perceived severity). Concerning ﬁndings should be identiﬁed and considered alongside potential causes (aetiology), such as trauma, toxin exposure, or obstruction. Useful questions during telephone triage: What is the reason for the phone call – why are they concerned about their pet? An open questioning style at this stage may elicit more information than closed questioning. When the problem started and how it has progressed/has it occurred previously? Are there signiﬁcant co-morbid conditions? Is their pet receiving any medication? If so – what/how much? When last administrated? An attempt to assess the animal’s level of consciousness/whether collapsed. An attempt to assess how the animal’s demeanor/presence of pain. An attempt to assess how the animal is breathing. It might be prudent to see if the owner can assess respiratory rate/pattern, heart rate (via chest wall), and colour of mucous membranes (If deemed appropriate to ask – this judgement will have to be made during the telephone call. It is important not to cause the owner further distress nor to waste time on unhelpful patient assessments. This might be more useful in a situation where the owner is reluctant to bring their pet for emergency assessment).

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Many owners will be reluctant or unable to make a reliable clinical assessment of their pet. Asking them to do so could increase their concern and waste time. Frequency of vomiting/diarrhea +/- presence of blood. Presence/location/description of wounds, possible fractures etc. N.B. Asking owners to describe the severity of clinical signs and wounds, also requires them to make a clinical assessment. In this situation, it is preferable to ask closed questions that can elicit, deﬁnite answers e.g. ‘how many times has he vomited this morning’, is more reliable and less worrying than, ‘how severe is the vomiting’. Ability to urinate. Presence/(degree) of abnormal distension. Any other concerning signs or symptoms with potential aetiology. Communication and client support Eﬀective Communication with Clients Eﬀective communication is essential during triage. Clients are often anxious, and clear, supportive interaction helps ensure accurate information is obtained and appropriate advice is followed. Key communication techniques include: Using a calm, empathetic tone Active listening Allowing the client to explain their concerns Using clear, simple language and avoiding jargon Asking structured questions (open followed by closed) Summarising key information to conﬁrm understanding It is important to remain professional and focused, while still acknowledging the client’s concerns. Professional Responsibilities and Client Advice Telephone Advice Clients should be advised whether their pet requires immediate assessment or if it is safe to monitor. It should be clearly explained that:

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When in doubt, it is preferable for the animal to be examined, as early signs of serious or emergent conditions may be subtle and easily missed. In urgent cases, the client may need to speak directly with a veterinary surgeon, in line with Royal College of Veterinary Surgeons guidance (Code of Professional Conduct, section 3.12). Veterinary nurses must not advise owners to administer medications unless directed by a veterinary surgeon. If the patient is already receiving medication, any queries regarding dosing should be referred appropriately. Owners should be advised to bring all current medications with them to the clinic. Requirements for 24-hour emergency cover and provision of care are outlined in the RCVS Code of Professional Conduct and Supporting Guidance. If an owner declines to attend despite recommendations, they should be advised to monitor their pet closely and to seek further advice if there is any deterioration. Clear guidance should be given on what signs would be considered worsening, while reinforcing that a diagnosis cannot be made without clinical examination. All telephone triage discussions, including information gathered and advice given, must be clearly documented. The veterinary surgeon should be informed and may choose to speak directly with the client if required. What is deemed an emergency? Whilst there is no exhaustive list as to which emergencies require urgent assessment, through to a watch and wait approach. Standardised triage systems are commonly used to categorise patients according to urgency. Traﬃc light systems help ensure consistency and support decision-making within the veterinary team.

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src: url("userFiles/a/4/3/7/9/6/9/SMKskW6WTaFe2OrCWAFSip/fonts/CenturyGothic-B_r7_bv-90f89826-.woff?_cbt=1780055686") format("woff"); } @font-face { font-family: CenturyGothic_r6_bv-90f89826-; src: url("userFiles/a/4/3/7/9/6/9/SMKskW6WTaFe2OrCWAFSip/fonts/CenturyGothic_r6_bv-90f89826-.woff?_cbt=1780055686") format("woff"); } Triage category Description Examples Red (Immediate) Life-threatening conditions requiring immediate intervention Respiratory distress, active bleeding, shock, seizuring, active abdominal distension, unresponsive Orange (Very urgent) Potentially life- threatening conditions Toxin exposure, weakness, pain, urethral obstruction, active labour, pale mucous membranes Yellow (Urgent) Conditions requiring prompt attention Neurological deﬁcits, fractures, wounds, persistent vomiting, melaena Green (Standard) Non-urgent but requiring assessment Recent problem but patient otherwise well Blue (Non-urgent) Routine or elective cases Routine appointment Client-reported concerns such as collapse, breathing diﬃculty, or uncontrolled bleeding should always be treated as emergencies, regardless of uncertainty. Similarly, any signiﬁcant change in demeanour would also be a reason for the animal to be seen. It is generally suggested that veterinary attention should also be sought immediately if there is a history of or suggestive of any of the following: Recent toxin ingestion/or topical exposure Trauma – witnessed or suspected Open wounds/excessive bleeding Snake bite Burns Dystocia

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Owner advice It is essential to guide the owner on the most eﬀective way to transport their pet to the practice in an emergency. It is essential to take a contact number for the owner, in case of delays, etc. Under the RCVS code of conduct 3.21 ‘Owners are responsible for transporting their animals to a veterinary practice, including in emergency situations. The RCVS encourages owners to think about how they can do this and make plans before an emergency arises’ (RCVS, 2018). Whilst it is the owner’s responsibility to transport the animal to the veterinary practice, it is important to be empathetic and support clients, ﬁnding solutions for getting their pet to the clinic if transport is not immediately available. It can be helpful to discuss other transport options such as pet-friendly taxi services or help from friends or neighbours. Advice to the client regarding transporting their pet should always be based on preserving life and limiting pain, preventing deterioration of the pet’s condition, health and safety of the client and availability of resources. 3.22 ‘In all but exceptional circumstances, the interests of companion animals will be best served by being taken to a veterinary practice, where the attending veterinary surgeon has access to a full range of equipment, veterinary medicines and appropriate facilities’ (RCVS, 2018). Guidance may include: Use of secure carriers for cats, small mammals, birds, and exotics Keeping dogs on leads or transporting small dogs in carriers Using blankets or stretchers for non-ambulatory patients Minimising stress by covering carriers where appropriate Handling with care, particularly in painful or frightened animals

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} Bleeding wounds – apply gentle but ﬁrm pressure to the wound using a clean cloth or bandage to help control haemorrhage Suspected fractures – restrict the animal's movement and discourage weight-bearing; do not attempt to splint the limb at home Seizures – advise the owner to keep the animal safe from nearby hazards, reduce stimulation by dimming lights and minimising noise, and time the duration of the seizure; do not restrain the animal or place anything in its mouth Suspected heatstroke – move the animal to a cool environment, apply cool water to the coat and allow access to drinking water if conscious Ingestion of a toxin – advise the owner not to induce vomiting unless speciﬁcally directed to do so by a veterinary surgeon, and to bring any packaging or substance information to the clinic It is essential to remember the importance of these situations and to deal with them sensitively and appropriately, ensuring owners feel supported and clear on what action to take before setting oﬀ to the clinic. Summary Eﬀective triage involves rapid assessment, prioritisation, and clear communication. Accurate information gathering from the client, combined with structured triage systems, supports decision-making and helps ensure that patients receive appropriate and timely care. While telephone triage plays an important role, it has limitations, and clinical examination remains essential for deﬁnitive assessment and treatment. Version Date Author/Reviewer Notes 2.0 May 2026 [Emma Reed] Accessibility and evidence-base update Clinical recommendations should always be interpreted in the context of the individual patient and current veterinary guidance. Cert VN ECC Version 2.0 - Update May 2026 © 2026 [Certificate in Veterinary Nursing Emergency and Critical Care]

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