This chat includes the CVH CSRs, CVH leadership, medical leads and supervisors. If you do not receive a reply from the CVH team within a reasonable amount of time, send a memo. Below are examples of how to use this chat.

Chat with CVH for:

• Questions about CVH that are not answered through the CRC team or HappyFox
• Clients returning calls to CSRs or veterinary support staff
• Updates on drop-off or surgery patients
• Alerting CSRs to clients running late for surgery
• Alerting CSRs to clients insisting on arriving late for non-surgical appointments after we have explained the late policy and attempted to reschedule them
• Asking CSRs if we can squeeze in an EOL for an established client (pet does not need to be established)

Do not chat with CVH for:

• Clients are running late for anything other than surgery. CSRs will allow a grace period of no more than 5 minutes before marking the client as a no-show. CRC informs clients that they will have to reschedule their appointment if they are more than 5 minutes late.
• Clients have questions about prescriptions – SEND MEMO OR TRANSFER TO x 321
• An unestablished client needs EOL services

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