OVERVIEW
This SOP establishes a consistent process for maintaining current emergency contact and veterinary information before grooming services begin. It requires staff to verify key client and pet information at every check-in, including owner contact details, emergency contacts, veterinary information, medical conditions, medications, allergies, and emergency treatment authorization.
A standardized communication process is also provided for emergencies, injuries, medical concerns, and unexpected pet care situations. Staff are instructed to notify management, contact the owner and secondary emergency contact, document communication attempts, communicate using factual and observation-based language, and follow applicable emergency procedures.
The SOP also establishes documentation requirements and directs employees to use related procedures, including incident reporting, injury response, emergency veterinary transport, and specific medical emergency procedures.
WHAT YOU'LL LEARN:
- How to verify emergency contact information at every check-in.
- What information should be maintained in a client or pet record.
- How to document veterinary and medical information.
- How to respond when an emergency or medical concern occurs.
- When management should be notified.
- How to contact the owner and secondary emergency contact.
- How to communicate factual information without speculation or diagnosis.
- What to document for each communication attempt.
- How to proceed when the owner cannot be reached.
- How to follow emergency authorization and related SOPs.
BUSINESS BENEFITS
This SOP helps create consistency in how emergency information is collected, maintained, accessed, and communicated. Current records reduce the need to search for important contact or veterinary information during stressful situations. Standardized communication supports clear and factual owner notification, while documentation requirements create accountability for contact attempts, instructions, management direction, and final outcomes. Using the procedure consistently also helps ensure employees understand the emergency communication plan before an incident occurs.
RECOMMENDED FOR
- Salon Owners
- Managers
- Groomers
- Grooming Salon Staff
- Employees Responsible for Client Records
IMPLEMENTATION NOTES
Implement this SOP by verifying emergency and medical information at every pet check-in and recording it on the client profile, grooming card, or digital pet record before services begin. Staff should follow the documented owner notification sequence during emergencies and record every communication attempt. Use this SOP together with the referenced emergency, incident, injury, and veterinary transport procedures, as well as the Senior Pet and Pre-Existing Medical Condition Release Form, Incident Report Form, and Emergency Contact and Owner Notification Checklist. Employees should review the SOP and complete the included training sign-off.
