OVERVIEW
This SOP establishes a standardized process for responding when an injury, possible injury, medical concern, or safety concern occurs during grooming or pet care. It focuses on immediate safety, appropriate notification, clear client communication, veterinary care considerations, documentation, and follow-up.
The procedure explains how to stop the service, secure the pet, assess visible concerns without diagnosing, notify management, provide first aid only when trained and appropriate, contact the client when required, and consider veterinary evaluation. It also provides specific guidance for ear concerns, possible hematomas, skin concerns, cuts, irritation, and other situations where veterinary confirmation may be appropriate.
The SOP connects the immediate response to the Incident Report Form and subsequent review. It also includes an injury severity guide, client communication guidance, follow-up procedures, an injury response checklist, and training sign-off.
WHAT YOU'LL LEARN:
- How to respond immediately when an injury or possible injury occurs.
- How to stop and safely secure the pet.
- How to assess visible concerns without diagnosing.
- How to use the injury severity and response guide.
- When management should be notified.
- When the client should be contacted immediately.
- How to communicate injury and medical concerns clearly.
- How to consider and coordinate veterinary evaluation.
- How to document veterinary transportation and authorization.
- How to complete required incident documentation.
- How to conduct follow-up after an injury.
- How to perform an after-action review.
- How to identify common injury-response mistakes
BUSINESS BENEFITS
A standardized injury-response process helps staff prioritize safety, communicate clearly with clients, and document what occurred. It provides a consistent framework for deciding when management should be involved, when client notification is required, and when veterinary evaluation should be considered. The procedure also supports accurate incident reporting, follow-up, and review of training, equipment, scheduling, handling, medical history, and other contributing factors.
RECOMMENDED FOR
- Groomers
- Bathers
- Grooming Assistants
- Front Desk Staff
- Salon Owners
- Managers
- Mobile Groomers
- Veterinary Grooming Departments
- Boarding/Daycare Staff
- Training Staff
IMPLEMENTATION NOTES
Use this SOP whenever an injury, possible injury, medical concern, or safety concern requires an immediate response or client notification. Follow the injury response sequence, notify management when required, contact the client according to the severity and circumstances, and consider veterinary care when appropriate. Complete the Incident Report Form the same day and use the related SOPs and forms referenced in the document. Complete follow-up, update future handling notes when needed, and conduct the after-action review.
