Veterinary Technicians Lead Critical Triage Process
A veterinary technician expert outlines a structured team-based triage system for clinics, emphasizing rapid assessment within 60 seconds, clear client
An emergency patient rarely arrives at a convenient moment. In the critical first minutes, the initial assessment often falls to the veterinary technician and reception team, not the veterinarian.
Alyssa Mages, BS, CVT, FVTE, cofounder of Empowering Veterinary Teams, spoke with dvm360 at the 2026 Fetch National Harbor Veterinary Conference. She detailed how a practice structures this window can determine if a critical case is stabilized in time.
Building a Formal Triage Workflow
For practices without a formal system, establishing a clear timeline and role clarity is the first step. Mages, whose team trains with an emergency mindset, emphasizes that this process is not only for emergency clinics. Every practice needs defined roles: who does what, when, where, why, and how.
Scripts for client communication should be prepared. Staff must know what to say and how to say it without reading from paper. A formal triage form, digital or paper, is essential. This creates a workflow so everyone knows their tasks and when to perform them for a smooth operation.
Assessing Urgency in Seconds
The initial patient evaluation must happen rapidly. Technicians need to assess urgency within the first 30 to 60 seconds. This requires being well-versed in recognizing top emergent conditions like vomiting, diarrhea, or collapse.
Species and breed knowledge is critical. "Cats are not small dogs," Mages notes. A Chihuahua will present differently than a Great Dane. Understanding these differences informs the urgency of the situation. The scientific knowledge behind symptoms exists at different levels for veterinarians, technicians, assistants, and receptionists. Yet, everyone needs a high-level, shared understanding to prioritize effectively.
Communicating with Distressed Clients
Client communication is a pillar of the triage process. Technicians and receptionists are often the first point of contact for worried pet owners. Using prepared scripts helps convey calm and competence during stressful situations.
The goal is to evaluate the patient, calm the clients, notify the team, and treat the patient. Clear communication manages client expectations and gathers vital information for the veterinary team. It ensures the client understands the urgency and the next steps.
Mages's session was titled "EVTriage! Evaluate the Patient. Calm the Clients. Notify the Team. Treat the Patient. Repeat!" This mantra shows the cyclical, team-dependent nature of effective emergency response. Coordinating these elements ensures no critical detail is missed when seconds count.
