Part B: Cases
Case 1 – Kokiri Veterinary Service
Description for Kokiri Veterinary Hospital
The Kokiri Veterinary Hospital is located in Kokiri village. The practice is owned by John and Patricia Clements,
who are both vets with many years’ experience. Their business employs three (3) other vets on a regular roster
system (two of these sub-contracting vets work part time as they work at other veterinary practices too); up to 6
vet-nurses, who assist the vets with more complex procedures including scheduled and emergency surgery.
There are two (2) dedicated administration staff who run the office-related functionality of the business,
although during really busy times vet-nurses, and vets, can assist with some of this too.
The practice has two 2 surgery rooms with purpose made equipment – for e.g., the surgery table can be lowered
(mechanically) to almost floor level, allowing for a heavy animal to be placed on the table and then mechanically
raised for the appropriate procedure or treatment to take place at a height appropriate for the vet or vet-nurse
staff. Other equipment includes things such as portable X-ray machines, large autoclave to clean/sterilise
equipment, a walk-in storage/cool-room and the like. There are two (2) general consultation rooms, both
equipped with work/consultation benches, consultation equipment such clean sharps like needles, scalpels,
medicines and so on. There is a washing/wet area with special pathology drains in the floors, floor-level and
higher-level sinks to clean animals if/when required and clean pathology waste from equipment. There is also a
‘kennel’ area for recovering pets – after procedures such as surgery.
The practice has been operating for 20 plus years, and while Kokiri has “gone digital” with its appointment
invoice and payment systems, the owners now want all information/data to be captured and stored
electronically in a database for the whole business.
The processes the database will need to manage include:
• Staff rosters and work allocation, including out-of-hours standby roster for emergencies.
• Pet treatment records for all pets that include such details as pet-treatment histories and vaccine histories
that are able to trigger the appointment schedule system, reminding admin staff when to contact pet
owners about annual vaccine updates for their pets.
• Pet appointments – a scheduling system which should work as both an on-demand “booking” system
(when a pet owner makes an appointment) and an appointment-reminder system – to send reminders to
pet owners when their pet is due vaccine boosters or general check-up etc. Appointment availability is
determined by consultation/surgery room availability, but must be flexible enough to deal with
emergencies (so there should always be a little capacity left in the system)
• Pet appointment and treatment invoicing and payments.
• Equipment inventory, ordering of new equipment, and mechanical maintenance of larger equipment.
• Medication distribution and ordering – unlike human doctors, vets keep many medications on premises,
however, prescriptions must still be produced when using medications so that medication use can be
properly recorded and tracked, recorded in pet treatment histories, billed properly, stocks monitored and
new medicines ordered as required. Prescriptions can also be used by a pet/pet-owner if the medication
being used is not allowed to be stored on-site, or Kokiri Vet has none available, to go and buy the
medication from a chemist.
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