Make appointments for clients and their animals

Business Sectors (Suites): Animal Care and Welfare,Veterinary nursing and auxiliary services,Veterinary paraprofessional activities
Developed by: Lantra
Approved on: 30 Mar 2020


This standard is about making appointments for clients and their animals and dealing with enquiries.

It is important to maintain relationships with clients, so they continue to have confidence in the services of the business. It is also important to work as part of the team, seeking advice from senior members of staff when required.

This standard is suitable for anyone who makes appointments for clients.

Performance criteria

You must be able to:

  1. confirm that anyone making enquiries is helped according to the organisational policy and is provided with additional assistance where required

  2. identify the purpose of the enquiry and refer enquiries that cannot be dealt with to the relevant person for action

  3. provide information to clients regarding the animal care services

  4. access existing records or prepare new records, according to the procedures of your organisation

  5. deal with all requests for appointments according to organisational policy

  6. make appointments that are relevant for the animal and suitable for the purpose and that ensures the most productive use of time

  7. confirm the availability of services which will be required, where necessary, with relevant colleagues

  8. confirm the appointment details with the client

  9. obtain the necessary information to make the appointment, for example, the client’s details, the animal’s details, and the animal's history

  10. confirm the appointment details are correct and recorded in the right place

  11. provide information as required to clients about organisational policies and services

  12. comply with data protection and client confidentiality policies under General Data Protection Regulation (GDPR)

Knowledge and Understanding

You need to know and understand:

  1. the organisational procedures for taking messages from clients

  2. the reasons for confirming the client’s identity and their requirements for services

  3. the importance of making appointments for clients and their animals that meets their requirements

  4. the conditions that require urgent appointments and how these should be organised

  5. the importance of maintaining communication with those involved in, or affected by, your work and how this should be done

  6. how to make appointments and access client records

  7. how to obtain the relevant information and give the required advice to clients

  8. the organisational services available, their duration and cost

  9. how the organisational appointment system works

  10. the limits of your own authority when making appointments

  11. the relevant legislation affecting the movement of animals

  12. the principles and legislation that apply to data protection and client confidentiality


Scope Performance

Scope Knowledge





Links To Other NOS

External Links

Version Number


Indicative Review Date

30 Mar 2025





Originating Organisation


Original URN


Relevant Occupations

Animal Care

SOC Code



reception; appointments; clients